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Business Profile

Restaurants

Tim Hortons - Head Office

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Restaurants.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

Customer Complaints Summary

  • 140 total complaints in the last 3 years.
  • 31 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:18/05/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ********* ** *** ******** ********. In my email to Tim Hortons, I mentioned there was a mistake in the order. A day or two before, I was in Calgary and I ordered some items from the Calgary location. After two days, when I placed an order in Red Deer, the APP did not identify the location and placed the order to the previous location. I found the mistake and placed the same order in red Deer, changed the location manually. Similar issue happened in the past and Tim Hortons refunded it through a gift card. This is a problem with their application and not my fault. It is a matter of only less than $ 10.00. But it is unfair to treat customer this way. Against the consumer rights in Canada. They are asking me to travel 158 Kms to collect a wrong order due to their app mistake. And, not responding to my follow-up email. It says they will contact me in 5-8 business days. So far no action.

  • Initial Complaint

    Date:15/05/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am writing to say 400 points have been taken from my points using an unfair method.

    On the week of May 8 onward I had an offer o 2 coffees plus a doughnut for $5.00
    The system also removed my 400 plus accumulated points.

    Please return my 400 points tp mu account or the $5 to my debit card. One or the other

    My name is ******* ****.. ***** ************@gmail.com

    ***** *** ********.

    I am so upset I am thinking of cancelling my account and going to another coffee company

  • Initial Complaint

    Date:15/05/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been using my Tim Horton's Rewards card for several years and in the past I have received a periodic reward of a free coffee or tea. Since January 2020, I have used my Rewards card and have spent a couple of thousand dollars at the drive-thru ordering drinnks, sandwiches, muffins and Timbits and other snacks but I have not received one reward.

    Yesterday, when I inquired how many more points I needed before I received a reward, I was told that I needed to download the app and register my card so that I can receive rewards. They informed me that all of the previous purchases were still being recorded on my card and that the number of points that I have would appear on my account when I registered my card.

    I made several attempts to register my card and spoke with ****** at Customer Service who was unable to help me. When I made another attempt to register my card, and it appeared that my card was registerd, I told her the email address that I had registered my card with, and she could not find any such email address despite repeating it and spelling it out to her several times. When I went to register my card using my laptop, and was finally able to do so, it showed that I had "0" points!!!

    I asked if her Supervisor could help us, and, initially, she refused to reach out to her supervisor, but ultimately relented and told me that I can expect to receive a call from her supervisor today - I have not received a call from her supervisor, and called back four hours later and she told me that she sent an email to "****" who she named as her supervisor.

    After all the money that I've spent I was upset to find I had "0" points! I have not received a call from anyone at Tim Hortons and I have not been able to get this issue resolved.

    I'm a loyal customer, and this is unacceptable, and a breach of trust. Additionally, I have not been able to participate in the Roll up the Rim to Win contest that should be accessible to all customers.

    I have tried to reach someone at Corporate Headquarters to help me, but I have not had any success in getting anyone to respond.

    Customer service and customer trust is broken at Tim Hortons!

    *********

  • Initial Complaint

    Date:10/05/2023

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was triple charged at the Tims location at Guardian way in Edmonton AB. I contacted customer support that day once the problem was noticed. I filled out the online form and was sent a confirmation email telling me they would respond. I never heard back. I then contacted the brand through ******* and was brushed off twice and told to be patient even though it had been a month. Now it is 6 weeks and I'm no longer getting a response on ******* nor have I heard anything from my form submission. I just want some customer service. And my money back.

  • Initial Complaint

    Date:08/05/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We purchased a 30 pack of Tim Horton Decaf Pods from ******* 2 weeks ago and 7 of the pods were faulty .The pods put most of the coffee grounds into my cup .Product Bar Code Number ***** ***** ,Best before date **** *************** , **** ** *****. Very disappointed , **** *** *** ** *** ****** *** *** ** ***** *** **** ** ********** * ****** *****

  • Initial Complaint

    Date:28/04/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am unable to login to my account where we purchase 'Tims Cards' for our customers. We are a business and have spent thousands of dollars purchasing these cards. I have for a full day engaged multiple customer support reps, no one is assisting. Any other organization would have resolved this matter in minutes. At Tim Hortons, this has become an ordeal. If I do not hear back today and achieve resolution we will be moving our business to another company. It's an absolute shame that an organization this large appears so disorganized to assist their customer base especially one that is providing a high level of sales to them

  • Initial Complaint

    Date:28/04/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The Tim Horton Rewards program has ******* me out of Tim's Rewards (free coffees) for 6 months.
    Their QR-code/phone-app ** * **** to entice people into sharing personal information without compensation.
    I have not rec'd the advertised "rewards" (free coffees) in 6 months.
    My plastic "Tim's Card" has been the same for several years, & is registered.
    I want gift cards for 25 free coffees, representing 6 months of compliance w/ their Rewards program.

  • Initial Complaint

    Date:13/04/2023

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Tim hortons app loves to "make mistakes"
    Vanishing deposited money, orders received and verified and not received by the restaurant. The employee there does not have access to figure out what occured, so inquiring with them is futile. they can only refer you to the Electronic team??!?!?!
    i have called them 6 weeks in a row, due to their app issues. They are holding money and collecting interest, while NOT figuring out whats occuring with my money and orders?
    i would like to hear back from the business, (NOT a call center that just reads scripts) i want to hear from someone that can assure me this issue is resolved, and rectified.

  • Initial Complaint

    Date:11/04/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have called their customer service and digital support service multiple times. I have gotten no help at all. I *** ** ****** ***** ********* *** ** * ******** * *** ** ****** ***** *** ** *** ******** ** ***** ****** * ***** ****** ** *** ******* ******* with rewards card #**** ********

    Every time I try to access it, I get the message that it needs to email a verification code to my old email which I don't have access to. I HAVE BEGGED your people for help with this. I have gotten no help.

  • Initial Complaint

    Date:06/04/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Email *********@****.ca was hacked and has since been deleted! I NO longer have access to that email account. My Tim's card attached to that email was used to redeem 1100 points March 17!

    I immediately after I noticed on my app the points were used, contacted Tim's customer service support and explained.

    I have another Tim's account **********@*****.com

    I have been very stressed out over this as I have been dealing with changing all my email and account passwords and have had to deal with other issues with the compromised email account. I have tried a few times emailing Tim Hortons and I have been patiently waiting for a reply.

Tim Hortons - Head Office is NOT a BBB Accredited Business.

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