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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/04/2023

    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.
    On March 12th Tim Horton's in Bobcaygeon scanned my ****** APP several times in order to pay for my purchase. They told me it wasn't working. I knew I had $62 plus in my account. I ended up paying cash for the purchase. On Tue Mar 14th I went to purchase two coffees and there was NO money in my account. My reward points were there but not the money. On Wed Mar 15th I sent an email and communicated (via email) with someone and they advise me it would be referred to their tech department. By Mon Mar 20th I had heard northing and I am still missing my money so I called the 1-800 customer service line. They did some investigations while I was on line and told me they couldn't see any funds in my account. Yes I agreed with them. They said they couldn't do any more for me but refer this issue to their tech department and someone would call me. On Mon Mar 27th I had not heard from anyone so I called the 1-905 customer service number and talked to a lady. After going through my story she was very sorry that no one had called me or contacted me and that she could do nothing for me and would refer my problem to their tech department and hoped someone would follow up with me. It is Tue April 4th - no contact and I am still out my $62 plus !

  • Initial Complaint

    Date:10/03/2023

    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 visited a Tim Horton’s in ******** **. I placed an order through the app and went to pick it up. The service ended up being so bad that I cancelled the order in person and asked for a refund. I was told the store couldn’t give a refund since it was purchased in app. I contacted customer service for a refund who told me only the store can give it. Which was the opposite of what the store said. Customer service said the store would contact me. They did not. I contact customer service again and they sent me a some rule that doesn’t apply to this situation. I’m now escalating this to get my refund. That’s all I want, money back for a service not provided. I’ve kept the emails and my original receipt info. Let me know what info you need to make this happen.

  • Initial Complaint

    Date:08/03/2023

    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.
    Summary of issue

    The date was Wed Jan 18, about 930, 10 am.
    A friend and I were driving into Victoria for an appt
    We stopped at Timmy’s on ******** ** for takeout breakfast. She ordered a wrap and chocolate milk and I asked for a coffee and a steak and egg.
    The food came, we left and I proceeded to pass it out as my friend was driving. Then I discovered I’d been given a dry sausage and cheese slice for the sandwich. I don’t care for the sausage, it makes me burp. The hash brown was over cooked and hard. I was very disappointed as I knew it would be hours before we could stop again for food. I drank my coffee on an empty stomach and suggested we stop back at Timmy’s on the way home.
    So, hours later, we stopped back at the restaurant. It was busy and it seemed like people were being trained and making mistakes. I told the employee my issue and he called up the manager. She was frazzled but listened and then tried to find my order on the computer. I looked it up on my bank app and told her the total and what we ordered. She couldn’t find my order, there was another one for different items and same total but was not ours. She kept looking and time was passing and she was needed so I said to get back to me and left my name and number. She was rude and insinuated I made the whole thing up. I left the bag with sandwich and hash brown in it with her. She did not want to take my name and number.
    I contacted head office after not hearing from her. They have sent me several notices saying they would contact her but I have heard nothing in over ten days.
    I just want my money back for my mistaken food and maybe a simple apology for the mistake. It could have been cleared up in minutes, that day. But she did not believe me, couldn’t find my order so I was rudely treated. *** * ** **** *** ********* *** ****** ***** **** *** ***** ******* *****. I depended on your store that day to provide me with a correct order.
    Please let me know what is going on with this. Thank you
    2nd X

  • Initial Complaint

    Date:06/03/2023

    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.
    Hi, this issue is about Tim Hortons - we added $50 to our Tims card on Feb 17 via the Tims app, using a **** card. The funds never got added, and we have confirmation from **** that the funds were added. I have tried contacting Tim Hortons 5x times. Their website does not work to submit a complaint (I tried 3 different browsers). I called the 1-800 3x times, and all times they were unable to help me. They asked me to go to the website. Then they said they realize the website does not exist. Then they hung up on me. I would like to get my funds back please.

    Following is the message I have been meaning to send to Tim Hortons but their website does not allow me to do so:
    Hi, we added $50 to our Tims card on Feb 17 using a **** card (ending in 3881). However, the funds never got added, and we have confirmation from **** statement that the amount was taken by Tim Hortons. Can you please investigate and fix this for you by adding the $50 balance. Thank you.

    Thank you.

  • Initial Complaint

    Date:26/02/2023

    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 put in an online order and it defaulted to an out of province Tim Hortons. I emailed and asked them for a refund to which they refused. They took money from my account and refused to put it back and refused to provide me with my order. They ***** money from money.

  • Initial Complaint

    Date:23/02/2023

    Type:Billing Issues
    Status:
    Resolved
    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.
    On February 6th the Tim Hortons app charged me 4 times even though it told me that there was a payment error. I have been fighting with them every week to get my money back and they keep giving me the run around saying that the bank will refund me the money at the next billing cycle. I have contacted my bank and the charges are processed and posted so the charges are finalized and Tim Hortons still won't refund me 15 days after the charges have gone through and now I can't go into the app to delete my credit card information it says there has been an error. Tim Hortons doesn't have a phone number you can call to deal with this is all done by email as it is the "digital support" department and it takes them days to respond. I have paid 44.50 for a single meal from this company when the meal was 9.20! Please help me get my 35.30 back from them as they feel they don't need to pay it back

    Customer Answer

    Date: 20/03/2023

    I did get a response from them and they refunded me 3 out of the 4 charges they owed me. No idea why they didn't give me all the charges back but I can't be bothered to even fight with them anymore 

  • Initial Complaint

    Date:22/02/2023

    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.
    So last December 22 2022 i did a order on the app for o snowglobe and other stuff the snowglobe was going to be a Christmas present. So I put the orser throught just to find out the store i order from dont carry the item so I contacted Tim hortons they said to go to the store and get my refund so I did and the manager said they can't do the refund because they don't get money from orders on the app and it would make the tilt short at the end of the day so I emailed Tim hortons again and same thing they can't give a refund go to the store and get it and then after about four weeks of the run around I have gotten i said why not give me Tim rewards as the same value as the snow globe or free coffee or something I got no reply and today I get a reply. Today be Febuary 20 2023 saying that its not up to the people I have been talking too to do the refund they have to wait for the higher ups or the franchise's manager.

  • Initial Complaint

    Date:13/02/2023

    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.
    On February 4th my husband and I went and grabbed ice Capps and a lunch totalling around $17.50 (at tim Hortons on Beverly st in Duncan BC). As I was drinking mine I noticed a sharp plastic piece in my mouth, we then went home and strained my husbands ice Capp and found another sharp piece in his. We immediately went down to Tim Hortons as they were not answering their phone. The lady said no manager was working but she was supervisor. I showed her the plastic pieces (she took photos) and told her what happened and that I was not happy at all! This could have seriously injured us. She didn’t seem to care, didn’t offer a refund and told me I would hear from the manager today or the next day. Monday came around and still hadn’t heard from the manager, I called Monday afternoon and left a message and FINALLY heard from a manager on Tuesday. He was not helpful and said he “inspected” the machines and they are fine. He said they get cleaned on saturdays and could have been from that. He offered “free drinks” next time we came in even though we paid for the ice Capps we could not drink!!!! awful customer service and terrible compensation for something that could have severely hurt us

  • Initial Complaint

    Date:29/01/2023

    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.
    3 days ago i used my ********** to add $50 to my digital tim card. When i tried to purchase a coffee i noticed the funds were not applied to the card. I sent a email to inquire, and the reply i got was telling me to deal with my bank. Yesterday the funds were still not added and again i sent a email, in which i am still awaiting a reply. Today still no funds, giving Tim Hortons the benifit of doubt, i called **********, and they confirmed the transaction, i emailed tim hortons a 3rd time, the reply i got was completly irrevelant to this situation, and nobody is willing to help me

  • Initial Complaint

    Date:15/01/2023

    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 hope all is well.

    A location in Burlington is constantly serving expired products. They are also refusing to provide receipts.  The franchise owner is refusing to contact me. Guest services says that all they can do is send requests to the franchise owner and nothing else to resolve my concerns.

    Tim Hortons is pretty much setting up shop to allow Franchise owners to break Provincial regulations with no consequence.

    Can someone from corporate contact me to discuss?

    Thank you,
    ********

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

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