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Business Profile

Not Elsewhere Classified

Tim Hortons

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

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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:18/03/2025

    Type:Product Issues
    Status:
    Answered
    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 Horton's ap coupons are not always accurate, which may be resulting in overcharges to many customers.

    You need to click "Activate" to load the coupon (which I did).
    There is a button to view eligible items.

    From the eligible items for the coupon I choose a Chicken Cilantro Lime Loaded Wrap.

    While ordering they asked "crispy or grilled chicken?". I chose grilled.

    I have the app set to auto pay. Tim Hortons has a habit of not verbalizing the updated price at the window - they just scan your phone, it auto pays with "Scan and Pay", and then you have to ask "Did the coupon work? How much did it charge me?". Since I double checked that the items were on the eligible list I did not bother asking.

    Later I checked my credit card and noticed I was charged full price.

    After many emails back and forth with Tim Hortons, I finally got a response:

    "The crispy chicken was eligible, not the grilled".

    I argued that the list of eligible items only specified "chicken wrap". It did not specify "crispy chicken wrap".

    Finally, they added 1000 points to my account, saying this was worth a $5 refund. However the price difference between the deal and what they charged was closer to $6. I didn't want to be given points (which expire in one month).

    Also this is not about the money, it's about the principal.

    I followed their guidelines and was wrongfully charged. I happened to notice it, and had the hassle many emails just to get a partial refund. *** **** ***** ********* *** **** ******** ***

    Business Response

    Date: 08/04/2025

    This complaint was overseen by Tim Hortons escalation team. The business owner does not have the authority to issue reward points based on a complaint. As this was done through head office, please contact them at ###-###-####

Tim Hortons is NOT a BBB Accredited Business.

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