Joseph C.
Yelp
We waited a few weeks to try this place because it was super crowded when it first opened. Last Saturday morning, we were able to try it for the first time. We ordered ahead on the app, and upon arrival, I proceeded to wait about 35 minutes in the drive-thru line. Even though we had ordered ahead on the app, we had a coupon for 10 free 'Timbits.' The app did not allow for the addition of this coupon-related order, therefore I tried to explain when I arrived at the 'digital menu/intercom zone.' However, the employee seemed confused and stated that they would "take care of it at the window."
It was then settled at the window and I departed with our drinks and Timbits. The drinks were okay and the Timbits were really delicious. We thought that this establishment would become one of our more frequent destinations for breakfast.
However, that all changed upon our second visit. Once again, I went on a weekend morning and ordered ahead on the app, but this time I went inside to avoid waiting in the long drive-thru line.
Upon entering the lobby, I noticed that the relatively small space was crowded, and every table was occupied. It was a very diverse group of customers of all backgrounds and ages. Everyone looked very proud to have a seat at the relatively new Tim Horton's, yet many of them also seemed underwhelmed. I wondered how many had driven more than 30 minutes to get to this location, since it's the only one in Central Texas and the company seems to have very loyal and dedicated customers.
I then approached the counter and told the cashier my order number. Immediately, she looked confused. She turned to consult with another employee and then started bringing the drinks to the counter.
However, she did not bring the food item I had ordered. There did not seem to be any sort of record-keeping system such as printed receipts or monitors so that employees could verify orders. She then advised that I move to the side counter where another employee would assist me.
Before I even had a chance to move, she stated, " I need to help the people behind you." Apparently, the front counter with the cashier is only for walk-up orders and the side counter is for pick-up orders, but no one explained this to me.
When I moved to the side counter, there were quite a few people also waiting to pick up orders. When it was my turn, I advised that I was still waiting on my food (Timbits - paid for this time). The male employee stated they only had chocolate left and asked if that was okay. I responded "okay" and departed with our items.
Once again, the Timbits were very tasty. However, our drinks (Chai and Americano coffee) were really, really bad. Honestly, I've had better coffee at 7-Eleven and QT.
We were so disappointed. We both deleted the Tim Horton's app from our phones. Our goal is to stick to independent, local coffee shops and breakfast eateries. We might pay a little more, but hopefully the experience, service, and food will be better.
Ultimately, the customer service at this place is really lacking and the employees need better training on how to deal with customers.