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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:09/01/2023

    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.
    First time Tim horton app use.Activated 2 dollar latte any size.Ordered in person ar location ****** ** in ************,****.I was told I could only use if ordered ahead to get offer.So I did .Then they charged full price.I told them they needed to scan app barcode on phone and they told me it did not work that way and refused to scan.All 4 persons with supervisor had no idea what they were doing.I showed them the app policy and directions but they had no clue.So I told them forget it and ordered a small carmel maccioto. They charged me 4.75.They handed me a medium cold oatmilk.Did not realize until left and took a sip.**** ***** ** *****.I am a hurt senior citizen and do not know why I was treated this way. I want refund or a free caramel maccioto that I originally ordered.Attempted to resolve with complaint department and store with no response.Please help.Very dissapointed.

  • Initial Complaint

    Date:08/01/2023

    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.
    Date of Transaction: 01/02/2023
    Amount of money paid to business: $18.80
    Business Committed to provide me a delivered order from Tim Hortons

    Dispute: Order showed delivered but was not received. I attempted to contact the driver via SMS on the contact number provided in the Tim Hortons app to find out where my order was. The driver did not respond to my texts.

    I opened a ticket in the Tim Hortons App for "Order Not Received". The reply email I got was that my account exceeded the maximum number of refund requests and they were denying my refund.

    It is not the consumers problem that the Tim Hortons employees and/or **** **** drivers for which Tim Hortons has decided to partner with continuously either send orders with missing items or do not deliver the order at all. This is ***** of the consumer by refusing to reimburse for products / services not delivered.

    I provided screenshots of the attempted text to the driver with no response but Tim Hortons didn't care.

    The resolution provided was they would give me 150 Tim Hortons points.... which is ~$4.60 (enough for two coffees) on a $18.80 order which included a tip to a driver that did not deliver my order along with delivery fees for a delivery that was not received. This is unacceptable.

    The Order Number was: **** The Ticket number already opened with Tim Hortons was ******* ********** ** ********* ****** ******* ** ******** **** ** ****. I am sure they can confirm the phone number texted matches the phone number provided for contact for this order in the Tim Hortons app.

  • Initial Complaint

    Date:08/12/2022

    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 seeking that the company modify there app for this reason: went to the Tims of 4th Ave in St. Catharines ON. Loaded 10 dallors on the app via my credit card and clicked one of the deals available (2 for $5.00) when i paid through my phone through error i had the screen on “tim card”. Because of this i didnt get the deal, or tims points, and had to pay 3 dollars extra when if the other screen “rewards” was scanned i would have paid less then 10 dallors (2 breakfast sandwhichs and an ice capp) im not seeking anything just for the company to enable points and deals also on the “tim card” not just the “tim rewards”, feel it is unfair for the consumer to miss out by a simple human error as after it occured it couldnt be fixed in any regard. The “time card” should also include the reward, or the company should just make it all on one screen so the consumer doesnt miss out on deals/points.

  • Initial Complaint

    Date:02/12/2022

    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.
    On February 22nd 2022, I ordered a breakfast sandwich in the drive thru of the tim hortons in Rosedale BC for my 2 year old son.
    With having trust in such a popular business, I handed the sandwich back to my son and went on our way.
    He started to fuss because his sandwich was falling apart, so when I opened the bun to fix it I noticed the egg in the sandwich was completely green, covered with black spots.
    I obviously took it away from him and called into tim hortons for the complaint. He is only two, so he obviously didn’t realize that it was bad. They said they would contact the store manager and somebody would call me.
    Soon after, my son got violently sick. He had bad diarrhea and was vomiting so much he was in tears. He wouldn’t eat anything for a couple days and ended up being lethargic because of it.
    After this happening I re called Tim hortons, again they said the store manger would call me right away.
    After not hearing from anybody for a couple days I called yet again.
    They now started to say they would send it to head office management, and that’s what I’m still being told. They have the logs of how much I’ve called.
    Well this happened in February, it is now December. I have been calling every week or so and each time I’m told they can’t transfer me to any one, they can only put me on the managers call back list. It should not take this long for a manager to call me back from such a business. I want this resolved asap, as my child actually ended up extremely sick.

  • Initial Complaint

    Date:07/11/2022

    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.
    I ordered a pumpkin spice latte from a Tim Hortons location at 6123 Hastings St in Burnaby, BC on September 8, 2022 in the morning. I didn't find out until I made it to work but I discovered the restaurant had sold me a latte with odd foreign objects in the bottom of the cup.

    I've tried repeatedly to get either Tim Hortons corporate head office or the franchisee to respond to my request for a refund on the drink. I received a generic email without a promise to do anything for me on September 12, 2022 from a nameless individual using the email address "SPEQ Notifications." I immediately sent a response to the corporate customer service team via email since the response from "SPEQ" came from an email address that isn't monitored. The corporate customer service team just keeps telling me they're escalating the issue with the local franchisee yet I have never received a proper response. The last email I received was from someone named Jean (who was using request ****** in the subject line) stating, "I have requested that your case be escalated internally as you have not yet received any contact or resolution to this issue. This may take some time to process but it is being escalated to a department above to try and get you a resolution. We appreciate your patience during this process and apologize again for the wait."

    It's now over a month later and I haven't heard anything.

    I'm not sure why Tim Hortons is making it so difficult to reimburse me for what's a small amount of money to them. The drink was $4.71.

  • Initial Complaint

    Date:28/10/2022

    Type:Sales and Advertising 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 activated one of your offers on the tim hortons app. When I scanned my account and asked if my offer worked the employee Said no u have to purchase more to get the offer. The offer was buy 2 coffees get one free. I bought 2 coffees and the employee said I had to purchase 3 coffee in order to get one free. Your offer literally states buy 2 coffee and u get one free!

  • Initial Complaint

    Date:07/10/2022

    Type:Sales and Advertising 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 the Time Hortons app on my phone. I had an Tim Hortons app offer for a coffee plus craveables sandwich for $5. I activated all my offers. I had job interviews all day and was exhausted by the time I got home.

    I went to the Tim Hortons on 4835 Victoria Ave in Niagara falls for dinner. The employees over charged me for the meal. They charged me $7.78 instead of the $5
    I explained the issue, they refused to fix it.
    I contacted Tim Hortons customer service who sent me an email refusing to acknowledge or fix the issue.

    Why give us customers offers on the app if your not willing to honor them?

  • Initial Complaint

    Date:03/10/2022

    Type:Service or Repair 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.
    I purchased a $50 digital gift card from the Tim Horton’s website. I was told they could be used at all Tim Horton’s. I purchased it and sent it to me son in college ** *** ********** ** ******** He attempted to use it and was told they do not take virtual gift cards. I called the Tim Horton’s customer service line and asked that the balance be transferred over to an actual plastic gift card. I was told I would have to purchase a plastic card with atleast $5.00 on it and then they would be able to transfer the balance for me. I drove 30 minutes away to buy one, put $5.00, downloaded the app and still could not transfer the $50 digital amount. I called customer service back and was told that the information I had been given was incorrect. That I can not switch a digital gift card to a plastic gift card. I asked if they could cancel my digital gift card and return my money and was also told no. I was ********* told to just give it away to someone else that could use it. * ** **** ************ ** ***** ******** ******** I would either like my order canceled and money refunded, or for my digital balance to be put on to a plastic card and mailed to me. My order number is **********

    Customer Answer

    Date: 31/10/2022

    Issues resolved. They finally refunded me.

  • Initial Complaint

    Date:08/09/2022

    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.
    Denied refunds on numerous occasions. Made an app purchase and couldno longer pick it up ** * ****** ** *** ** * ******** ***** *** was in another city. Called the store and they hung up on me. Contacted Tim's support and they said they can't refund me my money. I live an hour away. It's not worth the $4 refund. But this isn't the first time they have kept my money. *** ** **** *** ********

  • Initial Complaint

    Date:29/08/2022

    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.
    The Tim Hortons mobile app will charge your bank account, even when the order fails. It offers the option to retry on the failure; each time charging the card associated.

    I have emailed and phoned their support, but have no resolution or refund.

    Taking my money, vending nothing and refusing to refund should be ***** and handled as such.

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

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