Tim Horton’s Canada customer support service

It all started in 1964 when hockey legend Tim Horton opened the first store in Hamilton. You could only buy coffee and two types of donuts back then. The Canadian icon Timbit was created in 1976 and has been a household name ever since. The early 1980s saw the addition of muffins, cookies and croissants. The eventual opening of U.S. locations brought Tim Horton’s tasty treats to the U.S in the mid-1980s. Years later, after expansion and growth, Tim Horton’s is still proud to help the less fortunate and serve a varied food and beverage menu.

By the year 2014, Tim Hortons (Tims) has become a part of the third-largest restaurant brand in the world, Restaurant Brands International. Around that same time, Tims locations introduced the TimmyMe app that allowed payments using smartphones.

A very simple concept of enjoying coffee and baked goods became not only a national Canadian success but also an international success. The blending of simple and quality products with high-tech service and payment options made Tim Hortons locations convenient to a wide range of customers.

As the franchise is ever expanding, Tim Hortons’ official website offers much information about investment opportunities and a guide on how to become part of the franchising program. There are well-written articles that can help you understand what it takes to be a part of the team.

This article can help you navigate the information on the Tim Hortons official website. It will explain the departments that deal with specific issues, client or corporate. There are also quick links you can access to get in touch with customer service through social media or e-mail. An explanation on how the Tims locator works and when to use it is also given.

Tim Hortons self-help feature

Tim Horton's customer serviceBefore scrolling down their contact page to get to the email addresses and survey links, you will notice a section of trending questions. There are usually six hot topics provided. By clicking on any one of them you will be given the answer or instructions necessary to solve that problem.

If what you are experiencing is not among the most common topics, you can use the search box and ask a very specific question. Another option would be to browse through the entire archive of articles. Of course, you can narrow down the articles by choosing to display a particular topic only.

  • Guest feedback
  • Coffee
  • Franchising information
  • Environment
  • TimCard
  • Single-serve coffee
  • Donation requests
  • TimmyMe mobile app
  • Tim Hortons Coffee Partners

Offering feedback

If you want to share your experience at a Tim Hortons location or just share your thoughts on the franchise, you can do so from their contact page. On the right side of the page you can find a Restaurant Feedback feature with two options:

Complete survey

There are two important steps in formulating your feedback message. First, you have to choose whether your feedback is related to a specific location or not. After that, you can classify your message under a number of given topics such as nutritional information, suggestions, mobile applications, environment, and more.

After those selections are made, you can type in your message and specify if you want to hear back from a representative. The messages allow only 1,200 characters so you should make the sentences as concise as possible. If you want to give feedback to a particular location you need to specify that in step one. Then you will be able to locate the Tims you want by its number or address.

Search for a Tims location

You can search for Tims locations by applying quite a few filters. You can choose to display results based on amenities, province, city or proximity to your location. This is the list of amenities you can mix and match to narrow down the locations:

  • Open 24 hours
  • Tim Card
  • Mobile payment tap-to-pay
  • Drive-thru
  • Wi-Fi
  • Mobile payment scan-to-pay
  • Catering
  • In-restaurant seating

Once you click on a result you will be given the full address, contact details and hours of operation (for locations that are not open 24/7).

tim horton customer service

Email addresses for Tim Hortons

  • For any press enquiries you can contact media relations at the following email address. If you contact media relations without proof of credentials or with questions that are handled by other departments, you shouldn’t expect a reply: [email protected]
  • If you want to become an investor or simply have questions about investing in Tim Hortons, you can send an email at their investor relations department. This email address is for investing only and has nothing to do with the franchising program: [email protected]

Contacting Tim Hortons via social media

Facebook

Tim Hortons has over 2 million followers on Facebook. Visiting their Facebook page, @TimHortons, is one of the easiest ways to get the latest news about products and events. Tim Hortons’ customer service representatives are quick to answer any questions you send over private messages.

Twitter

If your social media platform of choice is Twitter, then you can visit Tim Hortons here. Their page posts articles and news, and they can also help customers with any inquiries via private message discussions. Although some issues may take too long to solve via Twitter, Tim Hortons’ experienced customer service representatives can point you in the right direction.

How to obtain information about the Tim Hortons franchising program

Seeing as Tim Hortons is Canada’s largest coffee franchise, there is a certain appeal to want to join the team. If you want to find out about what it takes to be considered for a franchise you can get the information here.

The entire seven-step process is explained in detail. You will also be given links to a pre-qualification questionnaire to determine whether or not you qualify. You can find out, on the same page, how much it costs to get in the franchising program.

There is also an interesting tool that lets you browse through available markets. Tim Hortons frequently updates their potential new locations and targeted areas of interest.

Tim Hortons head office

You can dial Tim Hortons’ customer care services at 1 905 845 6511. This is their phone line for the Head Office in Ontario. You can also send a letter or drop in for a visit at the following address:

874 Sinclair Rd
Oakville, Ontario L6K 2Y1
Canada

Although these are valid choices, your best bet and fastest way to lodge a complaint is to use the feedback survey feature.

Tim Horton’s customer care reviews

Average rating

87.5%

4.2/5 (14)
4.4/5 (14)
4.5/5 (14)
4.4/5 (14)

Share your experience with Tim Horton’s customers support service

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19 Reviews
  1. Sandra kammer 2 months ago

    I am very disappointed with the Tim Hortons in Creston BC. It never fails that no matter when you go there they are out of what I order. At 4:45 on a Saturday they should not be out of both chili and apple fritters. What would they have in stock later in the evening.

    5/5

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  2. Jack Kowalchuk 2 months ago

    The Tim Hortons at Beausejour, Manitoba is a very busy outlet, especially at the drive through take out window. The grounds along the service roadway and the corner of PTH 44 and PR 302 is badly littered with Tim Horton coffee cups and other debris. I am tired of picking up those cups near my residence. It would be nice if Tim Horton would send out staff to clean up the ditch and surrounding area. This should be an ongoing cleanup by them. It is an embarrassment to the community. Cleanup around your business area is part of good management and community appreciation. Thank you.

    5/5

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  3. Amy 3 months ago

    Since the points system has come out there is an offer to receive 2x the points on your visits from 26 Feb 2020 until March 18th, 2020. I only received 10 points on my visits on 26 Feb, 27 Feb and 28 Feb 2020. How do I get the extra points for those dates?

    5/5

    5/5

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    5/5

  4. Allison 3 months ago

    I have been using the Tim Hortons app for some time now. This morning I went to use it again and my Tim rewards advised me it was disabled and was only good in my home region. ?????? I am still in the same region. I used it Tuesday. So now I have bought a coffee and cannot get any rewards for it. I looked around the app and it certainly is not obvious as to why it thinks I am somewhere outside my region?

    5/5

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  5. Suzanne Champagne 4 months ago

    I am very disappointed with your change of the Roll up the Rim. I am a senior citizen and frequent Tim Hortons in Oakville 2-3 times a week with other seniors. We do not own cell phones therefore this means we will lose out on our Roll Up the Rim coffees. A lot of your customers are seniors and most do not have cell phones. What are we supposed to do.????

    5/5

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  6. Damon T. 4 months ago

    I am a regular customer at your Tim Horton’s restaurant at 246 Bloor Street West, at Bedford in Toronto.
    For the past little while that restaurant has gone from bad to worse..The staff are very disorganized and very slow in serving the customers, and the restaurant itself has become very poorly kept, and the washrooms are filthy!..They are also allowing too many poorly behaved homeless people, and panhandlers to hang out and are making things very uncomfortable for customers who are trying to relax and have a cup of coffee in peace!…Please tend to these matters immediately, and have this restaurant, and its staff corrected!..Thank You!

    2/5

    2/5

    2/5

    2/5

  7. Al Doerksen 4 months ago

    I read your rewards changes to the point card system. Changing to the point system where one needs 70 points to get a free coffee is no different then getting a free coffee after the seventh visit. Not good. Having to wait 30 minutes if one wants to use their points card again does not make any sense, it only benifets the owner and ripes the off customer.
    Admit it. MCDonals has the best system

    5/5

    5/5

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    5/5

  8. John 4 months ago

    I just want a simple toasted western no phancy pansy bread just homemade bread toasted..onion ham in the egg and I’m not the only one that feels this way

    5/5

    5/5

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    5/5

  9. Paolo Dintino 5 months ago

    Hate having to make complaints but I’m going to stop visiting Tim’s and I don’t mind spending a bit more at your competitors, you ask why , location #1 hyw 7 and whitmore in Woodbridge one of the duisiest locations I’ve ever seen they discontinued the beyond sausage egg and cheese stating it wasn’t popular enough so why advertise it and then why off a sandwich patty for an additional price also service at the drive through is great I pull in drive through get my order filled then park go in and sit at a table because it’s faster
    On wednesdays one of the principle owners are on staff at counter that’s the only day I’ll place my orders at counter , but it’s shameful that 7 plus staff are there only at drive through others at counter and can’t keep up.

    Location #2 hyw 7 and Martingrove are south side of the hyw the staff there at night is so messed up agian they concentrate on drive through but walk in customers are not served properly it’s a shame good product , badly supervised and trained staff overall I will avoid frustration and frequent your competitors in the area thanks

    5/5

    5/5

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  10. twylla wakefield 5 months ago

    I cant stand to visit Lloydminster alberta Tim hortons at 3902 50ave. What an utter joke. How many people does it take to operate drive thru cause there is never anyone behind the tills inside. There is no reason for anyone to have to stand in line waiting for over 10 minutes before one of your employees decide to do their jobs. Last I checked walk in paying customers are just as important as the ones in drive thru. This location is a joke and as a franchise you should be embarrassed to have such a poorly run establishment. The manager obviously doesnt care as there have been multiple complaints about how incompetent his staff is and doesn’t do anything to rectify this issue. You shouldnt have to ask for a reciept multiple times its proof of purchase and for your records, I’m sure when selling anything you are required by law to give receipts instead of having to ask for one all the time, and then asking again a few more times before you actually get one.

    1/5

    1/5

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    1/5

  11. Dawn-Lynn Prediger 5 months ago

    Just to let you know that my favourite soup is the cream of broccoli! I was surprised to see it on the shelf in the Superstore in Abbotsford BC, so purchased it yesterday. Sorry to say it had a slightly metallic taste which took away from the lovely creamy broccoli. I don’t think I will purchase it again.

    5/5

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  12. Nicole 6 months ago

    We went to Tim Horton on Gouin corner Grenet in Montréal Sunday pm… first we had to beg him to get the keys for the toilet… then the toilet is so dirty… unbelievable as if it hadn’t been cleaned for weeks …. u can’t even breathe of the awful smell… dirt in the corner.. dirty smell no paper… u don’t feel like peeing…
    near the counter tables not cleaned and the floor very dirty too…. how do such restaurants have a permit to operate???

    5/5

    5/5

    5/5

    5/5

  13. B-rad K 6 months ago

    Please stop advertising Breakfast all day because in WINNIPEG, most locations just laugh when you ask for it after 11 pm. Especially in The St vital area. Some people are out or work late. When my friends and I asked for a hot breakfast or soup etc..the response is..sorry not between 11 and 6 am …We can get you a Hot coffee or tea..The occasional time they will if pushed toast a bagel. That is the extent of Hot food after 11 pm. After attempting for almost a year to get the breakfast sandwich or a hot soup or anything hot, we just go elsewhere or call it a night. Most of the staff are not too pleasant at night as you might guess. You are an inconvenience to them. Some are sweeping floors right where you are seated.

    5/5

    5/5

    5/5

    5/5

  14. Samantha Nichol 2 years ago

    The Tim Hortons in marystown the one on Mccgettian Blvd attach to the gas station is ridiculous, almost every day for the last 6 weeks you cannot get a donut that you want there, the staff is very slow due to lack of people behind the counter. You go there anytime after 6pm and there is only 2 people on, 2 weeks ago my daughter fell down on the floor where there was NO wet floor sign she is only 3 years old and today at 3:25 PM I wanted an ice cap and they had the machine down for cleaning at one of the busiest times of the day. I have been to alot of tim hotons in Newfoundland and I have to say this one has to be the worst.

  15. Carolyn 2 years ago

    I am sending a compliment for one of your employees at 1590 Notre Dame Ave in Winnipeg. Her first name is EUGETA and she does a wonderful job of keeping things clean at this location; The floors are constantly washed and she goes outside and cleans the window sills and also the garbage bins. she is very friendly and a lovely person to talk to! My friend and I feel like we have made a new friend!

  16. Laura Major 2 years ago

    Hi there, I bring my own mugs to the Tim Horton’s at 45 Everridge Gardens SW Calgary and today noticed they are using paper cups to mix the drinks and then fill the reusable mugs with. This completely defeats the purpose of bringing a reusable mug to reduce waste and is extremely disappointing to see. Is this a Tim Hortons company policy? (I sure hope not). If not can you direct this store how to properly provide this service so that it actually has the environmental impact it is meant to have.

  17. Sharon SImons 3 years ago

    I have to say I am extremely disappointed with the quality of food/service from the Tim’s by my house. Last weekend I ordered a double toasted bagel with butter and cheddar cheese – get where I am going NO CHEESE on my bagel despite it being on the order (trust me I checked) NEXT day – Sunday ordered bagel again told them about day before and said I would NOT pay for cheese as I paid the day before and did not get – however this time they screwed up coffee – did not add sugar. Today they screwed up AGAIN – asked for a double toasted bagel – it was basically DOUGH – not toasted at all. The other bagel double toasted with butter and cheese was missing butter — that was 3 strikes YOUR OUT !!! very pissed at how poor the service at this store is and how despite seeing the order on screen correct they continue to screw it up – am I to sit at the window and CHECK EVERYTHING out before driving away? I think the better choice is to go across the road to McDonalds because despite how many chances and times I have given this location the benefit of doubt they just keep screwing up and I end up with crappy food and waste my money – I will be telling all my neighbours to avoid this Tim’s because for whatever reason they just DO NOT CARE, they CANNOT get it right and I have WASTED time and money again and again

  18. clare smith 3 years ago

    Two days ago I visited 20020 200th st. Langley, B.C. The washrooms are so dirty and the store is generally grubby. I have complained to management before , they immediately sent in a young man in to clean. He was cleaning tables etc.at the time. The cleanup took 2-3 minutes and looked no better. So this visit I looked for a complaint form or a manager to check the washrooms but couldn’t see who was in charge, This TIMS needs to have a thorough and professionl cleaning .I find the stores to be only somewhat clean.

  19. Linda Gillis 3 years ago

    Had a poor lunch experience today. On the way to an appointment on Henderson Hwy and McLeod in Winnipeg, we stopped in to the Tim Hortons for the $5.99 deal. There was two people ahead of us and when my husband ordered one soup, one salad and two sandwiches plus coffee, he thought we would be able to eat in plenty of time to enjoy reading the paper also. He waited for the ONE person making sandwiches AND doing bagels for over 15 minutes. By the time he got to sit down yo eat, his coffee was cooling.
    They did not have near enough staff to work, even though it was 2:45 pm. Not good!

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