Tim Hortons
2370 Lawrence Ave East

"I, visited the drive thru Tim Hortons located at 2370 Lawrence Avenue East, Scarborough, Ontario M1P 2R5, Tel: 416-755-6629 on Saturday September 12, 2026 at 8:35am according to the receipt provided. I had placed an order for an egg and cheese farmer’s wrap with hashbrown and a small ice coffee with extra syrup. I then drove to the pay/pick up window and was served by a staff. She had handed me with a merchant terminal and asked me to pay. The staff did not confirm my order or mention the total of my order. I was then handed with a medium ice coffee. I had told the staff; I had ordered for a farmer’s wrap combo with a small ice coffee. She told me that, she only charged me for a medium ice coffee, and I needed to pay extra for the wrap. As I was talking to the staff the restaurant manager passed by, and the staff immediately mentioned something to the manager. The manager’s immediate response was “just give it to her” “just give it to her” with an angry facial expression, loud and arrogant voice which shocked me. I asked the staff who took my order and the manager responded “I took the order and what is the problem” she had repeated herself twice with the same attitude. I had told the manager that she is very rude, and she needs be kind. She replied saying that “she has cars lined up and does not have the time to deal with me” with the same attitude. I told the staff; I am going to make a complaint and what was the name of the manager? She said that her name is “Sumitha”. I told her that she is very rude and her attitude is not acceptable. I again asked the staff for her manager’s name and was again told “Sumitha”. I then drove away without picking up my food with all the drama that happened. I had to drive back again to pick up the food and this time I was served by another staff who was kind and apologetic. When I got home, I did a bit of research and found out that the name of the manager was “Malini” not “Sumitha”. Am not sure why I was provided with a false name by the staff despite of me asking her twice and both times she said “Sumitha”. I had then decided that I should make a complaint for poor customer service and food quality. By the way the wrap was made as not as I requested and the ice coffee did not have any ice or extra syrup as per my order. I was very disappointed but refused to go back to the location. I had called Tim Hortons guest services on Sep 15, 2026 and made a compliant. I had told the guest service personnel that I would like to speak to the owner of the restaurant or the higher officials and do not want to hear from Malini. Malini’s behaviour towards her staff and customer is not totally acceptable. If Malini decides to pursue her career as a Manager at Tim Hortons, then she should definitely take Customer Relations related course. I hope the owner of the restaurant treat this incident as his/her personal experience and take necessary actions. "

"I’ve been coming to this Tim Hortons for almost a year, and Ashwini and Prabhleen are a big reason why. They’re always friendly, patient, and make everyone feel welcome, even during the busiest hours. … More"

"I had a very disappointing experience at this Tim Hortons location today just few minutes ago. I ordered a coffee and politely shared feedback that my order had been processed … More"

"I experienced very rude behaviour from the staff. I’ve never experienced this kind of rude behaviour before in any Tim Hortons location. This is totally unacceptable from a world renowned brand. More"