ComplaintsforTim Hortons
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/22/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Placed mobile order #**** on Friday February 18th, 2022 at 10:04am for pick up at Tim Hortons location. At the time of mobile ordering, there was no indication that items requested were not available. Order was paid for at the time of request via the Tim Hortons app for $35.24. When visiting the location to pick up order, was told multiple items in order were not available( 5 hashbrowns, hashbrowns for the 2 farmers wrap, and timbits). When requesting cancellation, was told that order could not be cancelled at store and that Corporate had to be called to cancel order and refund. When asked about substitutions, was told that there were no substitutions available. Contacted Corporate on Friday and was told refund would be given but then received an email on 2/20/2022 at 7:23pm stating that the store would have to cancel the order and "stores are individually owned and issuing a refund for an in-store/drive-thru transaction is ultimately up to the store manager or owner's discretion." This was not stated when calling Corporate over the phone on Friday 2/17/2022 at 1024am nor is this stated online when placing a mobile order for goods.
*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. ↩
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. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
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 Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.