Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
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:25/08/2022

    Type:Product Issues
    Status:
    UnansweredMore info

    Complaint statuses

    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 went to Tim Horton's on August 12th at the location of **** ***** ******* ********  I wanted to buy 5 gifts cards worth $20 each. The cashier said I could pay with my Tim Card to get the points. So, I loaded my Tim Card with $100 and their system would not allow acceptance of the Tim Card as payment. So, I asked for a refund of that $100 and I can pay by credit card. They said that there are no refunds so I had to pay by credit card: $100 wich I did because I had to get these card immediately. When I complained to head office, they said the Tim Hortons location will get back to me. They called me on August 24th and they said I should have asked for the refund the same day. I did ask for it as soon as they told me that the machine was not accepting the Tim Card as payment. I asked them for a refund immediately when the machine did not accept and they said it was non-refundable. Owner is refusing to offer a refund and I am out $100. This is highly unfair because I went with their advice of loading the Tim Card with $100 which was not accepted and then not giving me a refund for the wrong advice they gave. I want my $100 back. I paid $100 which is on my Tim Card and $100 on my credit card when the Tim Card was refused as payment.
  • Initial Complaint

    Date:09/08/2022

    Type:Product Issues
    Status:
    UnansweredMore info

    Complaint statuses

    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.
    Ordered a coffee and a breakfast sandwich through the Tim Hortons app. I paid for it and had it for pick up. When I went to pick it up there was a note on the receipt that said the sandwich is unavailable contact Tim Hortons for a refund. I contacted the app customer service over a week ago and the still have not answered. The store says that they do not issue refunds cause it was the app. This is actually the second time this has happened and I've never gotten my refund for the first time either. I'd just like my refund for the food I didn't receive but paid for.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.