Tim Hortons

When everything works, it works great. But when it fails, it fails hard that it makes it very difficult to recommend using the app for anyone. On no less than 5 occasions, at several different locations, I have experienced issues with order pickups. I place the order on my phone, the cash is withdrawn from my account, and one of two things happen: 1 - The location is out of the item I have ordered, and they offer a different item instead of the one I requested. 2 - The location is not open, despite the app stating that it was in fact open. Why are these things issues? Because there is no serviceable refund/cancellation policy in place. If I spend $20 on ice Capps, and their machine is down when I arrive, they will not refund me my money. Instead the offer other products to make up for it, despite me wanting something else. If I want a refund, I have to call customer support, and they will open a case to investigate. I have done this twice, and have not seen a refund ever deposited. It is an extremely poor experience for when the store is unable to provide services requested, despite already taking my money. Give me the option to cancel or refund my order when things go wrong, and I will happily rereview. Until then, I can’t I’m good conscience recommend the app, and instead opt that users go in store instead.

At first, I had the hardest time getting my physical card points transferred to the app. The employees at the stores couldn’t help and the customer service number in Canada tried to help but the bottom line is the points never transferred (3 years worth). I thought I would start fresh and open a new account. I went to the stores 3 times and my points didn’t take. Not to mention the app thought I was in Canada and caused another problem. So, I decided to try another time to open up a fresh account using a different email. My first visit to a store and purchase did not give me credit (points) for that visit but I did get points for my next 2 visits. I have been a regular customer of Timmy’s since they started opening stores in my area about 25 years ago. Prior to that I had to get my Timmy’s coffee when I visited Windsor, Ontario or Toronto. They have fantastic products and I’m glad there are many stores in my area.

I like the convenience of being able to order through the app. A couple of things I would like to see improved are in the app there is no option to have certain things such as a plain croissant toasted and add butter to it, there’s is no option to add sauce/dressings to breakfast sandwiches, no option to really customize your order to your liking by being able to add/drop condiments or other things to your order. So when I place my order and go into the store to pick it up I have to tell them at that time that I want the croissant toasted with butter or can I have chipotle sauce for my breakfast wrap which by that time they have already made the wrap so they give me little cups of sauce and the I have to unwrap the wrap and add the sauce. Also the store doesn’t have any control over the app so when it comes to their inventory that is an issue as well....sometimes I’ll order something from the app and get to the store and they say oh we don’t have such and such right now or we don’t have that at this store. Just a few things that would make ordering through an app even more convenient and add to good customer service.