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Tim Hortons
Tim Hortons · 60,074 ratings · ★ 4.7
4.7
★★★★★
60,074 ratings
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Top complaints - extracted from 81 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"order"
29 negative reviews mention this · 36% of all complaints
★★★★★ "Terrible. Stupid app too my money when I placed a order. Scamming me masking it with a “something wrong” error . Completely unacceptable especially on a hungry morning. Fix your app and stop scamming !!!" - LOLDASG4y
2
"doesn"
18 negative reviews mention this · 22% of all complaints
★★★★★ "Weird. For some reason the app doesn’t allow you to order or even show you the options for combo meals just the sandwich, what’s the purpose of the app if the options are different than in the store." - TheMrJayGee
3
"work"
15 negative reviews mention this · 19% of all complaints
★★★★★ "Auto detection of country does not work. Be careful when you create your account because even though I’m based in the USA, it automatically set my language as English within an abbreviated version of my country as Canada. The setting when you create your account is somewhat hard t…" - amgrimmy
4
"hortons"
15 negative reviews mention this · 19% of all complaints
★★★★★ "App improvements are not customer focused app improvements. With the latest update of the app, the ability to scan rewards separately from paying was removed and now you can only scan and pay with the same tap. This was not put in there to help make it better for the customers. It was put in just t…" - Chrisinlasalle
5
"store"
13 negative reviews mention this · 16% of all complaints
★★★★★ "Buggy. Consistently says basic items are unavailable at stores when they aren’t (basic coffee). Random errors that don’t offer explanations or troubleshooting" - kotakota169
6
"support"
12 negative reviews mention this · 15% of all complaints
★★★★★ "Auto detection of country does not work. Be careful when you create your account because even though I’m based in the USA, it automatically set my language as English within an abbreviated version of my country as Canada. The setting when you create your account is somewhat hard t…" - amgrimmy
7
"error"
11 negative reviews mention this · 14% of all complaints
★★★★★ "Buggy. Consistently says basic items are unavailable at stores when they aren’t (basic coffee). Random errors that don’t offer explanations or troubleshooting" - kotakota169
8
"been"
11 negative reviews mention this · 14% of all complaints
★★★★★ "App improvements are not customer focused app improvements. With the latest update of the app, the ability to scan rewards separately from paying was removed and now you can only scan and pay with the same tap. This was not put in there to help make it better for the customers. It was put in just t…" - Chrisinlasalle
9
"coffee"
10 negative reviews mention this · 12% of all complaints
★★★★★ "Buggy. Consistently says basic items are unavailable at stores when they aren’t (basic coffee). Random errors that don’t offer explanations or troubleshooting" - kotakota169
10
"food"
10 negative reviews mention this · 12% of all complaints
★★★★★ "Just bad. The only food app I know of that makes ordering more difficult with less customization options" - Hanker1010
11
"items"
9 negative reviews mention this · 11% of all complaints
★★★★★ "Buggy. Consistently says basic items are unavailable at stores when they aren’t (basic coffee). Random errors that don’t offer explanations or troubleshooting" - kotakota169
12
"allow"
9 negative reviews mention this · 11% of all complaints
★★★★★ "Auto detection of country does not work. Be careful when you create your account because even though I’m based in the USA, it automatically set my language as English within an abbreviated version of my country as Canada. The setting when you create your account is somewhat hard t…" - amgrimmy
📋 All 81 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Buggy
Consistently says basic items are unavailable at stores when they aren’t (basic coffee). Random errors that don’t offer explanations or troubleshooting
Terrible
Stupid app too my money when I placed a order. Scamming me masking it with a “something wrong” error .
Completely unacceptable especially on a hungry morning. Fix your app and stop scamming !!!
Completely unacceptable especially on a hungry morning. Fix your app and stop scamming !!!
Rewards….
Had a rewards card ( as I don’t use a phone) when I tried to use rewards ( collected over 20 yrs) was told couldn’t….by every store I went to…..so I stopped using it. You keep sending me emails….but can’t use those rewards either…tried contacting you…but e mails wouldn’t go through…..enjoy the product….but not your service.
App improvements are not customer focused app improvements
With the latest update of the app, the ability to scan rewards separately from paying was removed and now you can only scan and pay with the same tap.
This was not put in there to help make it better for the customers. It was put in just to help Tim Hortons get people through the lines faster. There has been many times where I have tapped to take advantage of an offer
and noticed I did not get the offer I was expecting, while and only ordering that combination so I could get the offer. When I could tap separate for rewards from paying, I could not pay until the order was corrected but now I scan and pay and have no way of knowing if the got my order and offer correct. If I do notice a discrepancy, because I have already paid, they tell me they can't do anything about it because I've already paid. This is a very annoying change that has stopped me from buying from Tim Hortons. I still go occasionally, but not a fraction of the amount of times I used to go in the past. If you're gonna fix something fix it for your customer and then you'll get more business.
This was not put in there to help make it better for the customers. It was put in just to help Tim Hortons get people through the lines faster. There has been many times where I have tapped to take advantage of an offer
and noticed I did not get the offer I was expecting, while and only ordering that combination so I could get the offer. When I could tap separate for rewards from paying, I could not pay until the order was corrected but now I scan and pay and have no way of knowing if the got my order and offer correct. If I do notice a discrepancy, because I have already paid, they tell me they can't do anything about it because I've already paid. This is a very annoying change that has stopped me from buying from Tim Hortons. I still go occasionally, but not a fraction of the amount of times I used to go in the past. If you're gonna fix something fix it for your customer and then you'll get more business.
Just bad
The only food app I know of that makes ordering more difficult with less customization options
Great food, poor app.
The app locks up when I try to add extra cream cheese to any bagel. I’ve reported this issue multiple times to Tim’s support team and it’s still not resolved. I have uninstalled and reinstalled the app after force closing and restarting my iPhone and the issue is still there. It’s a repeatable error and only occurs when adding extra cream cheese to a bagel in my cart. This error makes the convenience of the app useless. If it gets resolved, I’ll update my one star rating.
Weird
For some reason the app doesn’t allow you to order or even show you the options for combo meals just the sandwich, what’s the purpose of the app if the options are different than in the store.
Please fix the region
Cant load coupons because it wants you to re-pick your country (that is already set correctly). Then the coupons won’t load after.
Bad scanners
App doesn’t work with scanner/code. No matter how close or far from the code scanner it never works. Can’t get discounts to work because of this
Lost a faithful customer
This app used to allow me to make purchases on my way to work now I can’t even login. I’ve tried to get help through customer support and they gave me the runaround. The suggestions don’t fix the issue. The update that they may on this app sucks and I am not a happy customer
Tim cards
Load Tim card on the app and I cant use them at the store keeps making me change region to Canada, can use rewards
Fix your app or u are stealing my money
Fix your app or u are stealing my money
Canadian Currency
It will not allow me to pay in U.S. $, so I cannot use app, because Apple Pay will not process.
I emailed support. Help was absolutely ridiculous. Basically told me to drive to Canada. How is this company even in business?
I emailed support. Help was absolutely ridiculous. Basically told me to drive to Canada. How is this company even in business?
Worthless app
Don’t order online! They don’t make your order until you get there. There is no point for this app. This app is 100% worthless. The people T the stores say “the company lies. They just hope you stay here and wait.”
App Needs updating
I am unable to get the app to find my location is isn’t showing up in the location services. I put in my address and app can’t find a location that is within 14 miles from me.
What happened?
The app no longer shows up on my home screen! I’ve tried adding thru the app portal but nothing sticks. I can open it and use it but that’s a lot of unnecessary steps
Offers don’t work
Offers don’t work with mobile order or in person. Use the Dunkin app instead
Broken
This app hasn’t worked in 3 years. I cannot pick a store to order from despite them being open and having availability.
Doesn't Work
This new app is a joke! It will give you point but will not take the payment which is embarrassing and awkward for your employee! You need to fix IT TODAY!!!!!
Cannot get a refund
The delivery driver gave me the wrong order. I order $30 worth of food and the order I received was like $10 worth of stuff. I’ve put in multiple support tickets and haven’t received a response yet. Tim Horton’s will take your money. Don’t download this app
Always an error occurred while signing up
Tim Hortons mobile app and online website always don’t allow you to sign up or sign in. When you try to sign up, they will tell you the account already exist, when you type the same email address that already exists an account, they will tell you the account doesn’t exist. Therefore, a contradiction comes, no one would ever sign up an account. Hooray!
Offers? Rewards?
This app is absolutely awful. Getting rewards and any deals/offers to ACTUALLY APPLY to your order is next to impossible. This app has received so little care from the company over the years. It’s embarrassing. Download if you want to pay full price for everything. Otherwise stick to the Dunkin app for quick stops
App Doesn’t Work
Can’t place mobile orders (which is the whole point of the app) because the Apple Pay checkout doesn’t do anything and all cards just say “something went wrong” when you try to add one.
Tim’s steals your money
The app allows you to order food that isn’t available at that location. Whether that’s the app’s fault or the fault of the workers for not marking that they chose not to make something that day, I don’t know. What I do know is that I can’t cancel the order and they don’t refund me for the items not received. My options are to receive a substitute of a completely different item that I neither like nor want (and is cheaper than what I ordered) or just take the hit. I didn’t get ANYTHING until I filed a complaint with Tim Hortons and even then I STILL didn’t get my money back- only points. I haven’t ordered anything from Tim Horton’s since, and this was a while ago, so the “points” are useless to me. Tim Hortons stole my money.
Sucky app sucky rewards program
Points evaporate quickly, when the app is down points aren’t backlogged when presented to customer service. Rewards are less geared to your spending habits and more towards undesirable items that they can’t sell therefore they put those things on sale . Could be way better. Also the redemption process is so clownish from all other food apps just make it simple : accumulate points then spend on food by highlighting eligible items
Debit card issues
So, you’ve updated the app. When will you fix the issue people are having with adding their debit (VISA) card as a payment method? Mine was fine until my expiration date needed to be updated. Then I got married and needed to update. It keeps saying experiencing a problem. Try entering again or contact your bank. Well, I have contacted my bank. They say it’s an issue with the app communicating w/ the bank. Will you at least try to fix this issue?? Stupid to add my credit card to pay for a coffee. Just saying.
Why bother
Placed my order at home for pick up in ten minutes, only to arrive in 10 minutes with only one (1) person in line ordering to have TWO (2) cashiers helping that one person with her order. My order was not completed until THEY finished with that one person. After that THEY continued to talk among themselves UNTIL I interrupted them to get my order which was placed online 20 minutes ago.
Why bother with ordering online. ABSOLUTE WASTE OF TIME AND EFFORT.
Why bother with ordering online. ABSOLUTE WASTE OF TIME AND EFFORT.
Update Broke Features
After the last update the app won’t let you manage or transfer TH gift cards, as soon as you try to transfer a balance it says you must “verify your email” to use this feature. When you click on verify nothing happens. Order emails come fine, but there is no way to verify the email. Therefore adding TH gift cards doesn’t work. Running latest version of app and IOS. I guess it is over to Starbucks I go to use my gift card! LOL
Messed up order turned into hate stare
UDATE 8-9-2025 BUCYRUS OHIO 44820;
i tried to go back to this location because of convenience. Not only was the staff pretty depressed in their attitude, they also left curly hair in my egg bites. So thanks but no thanks. -this location isn’t sanitary. Wasted money today and nowadays more than ever, this is not an option. I don’t see a reason to change this review. Pretty sad how I can’t trust the fast food places to even make thier subpar food with cleanliness. I will certainly not be back to Tim Hortons. This time, it’s forever.
i tried to go back to this location because of convenience. Not only was the staff pretty depressed in their attitude, they also left curly hair in my egg bites. So thanks but no thanks. -this location isn’t sanitary. Wasted money today and nowadays more than ever, this is not an option. I don’t see a reason to change this review. Pretty sad how I can’t trust the fast food places to even make thier subpar food with cleanliness. I will certainly not be back to Tim Hortons. This time, it’s forever.
Avoid this app
I have never experienced this many issues with a fast food app. It is very glitchy, pops up error messages frequently, and prevents me from placing orders every time I attempt to use it. I avoid Tim Hortons because the app is so frustrating.
Do Not Order Delivery
I ordered delivery directly from the app. It never came so I called all 4 of the locations closest to me to see if they’ve received my order and there was nothing! On top of that I was billed twice!
Scam
App lets you order items which most likely won’t be in store. Also you can’t cancel order because their police is that actual local store should decide would they refund or not. I got scammed another day. Order food. Went to store and they didn’t have it. They sad cancel in app. But app tells me to cancel at store. Store decided to refund me only for part of my order. So don’t ever use app for online purchase….
Not useful for non-canadians
Poor experience. If you select you’re American, you can’t order in Canada; if you say you’re Canadian, you can’t use US credit cards. There is no message explaining it, it simply comes back to the pay now screen after you paid, over and over.
Rewards don’t work either: if you try to scan when paying in the restaurant, it simply doesn’t take it.
Overall, if you’re not a Canadian in Canada with a Canadian credit card, it’s useless.
Rewards don’t work either: if you try to scan when paying in the restaurant, it simply doesn’t take it.
Overall, if you’re not a Canadian in Canada with a Canadian credit card, it’s useless.
Mobile Order Broken for Months
For whatever reason the mobile order feature isn't allowing you to order ahead of time at restaurants. You can view the menu, pay via the app and use and redeem rewards but you can not use the mobile only deals because the mobile orer feature is broken. Its been down about 6 months and the restaurants claim to have no control.
deeply frustrating
I wake up bright and early at 4 AM, which is before my local store opens. I tried to use the app to see what's on the menu, as most other apps of this nature allow you to do so while the store is closed---they just make it absolutely clear that you cannot actually place an order yet. Dunkin, for example, still lets me assemble an order at whatever time I please. Please consider that some people might just want to see the options, even if it's too early or late to order. It's so annoying that I just kept getting a "sorry! this store is closed :)" message. I KNOW. JUST LET ME SEE YOUR MENU DEAR GOD
price mutation error
I’ve been dealing with “price mutation error” popping up whenever I try to place an order for MONTHS. billions of dollars a year and you can’t produce a functioning app. ridiculous!!
Worst app I use
This app NEVER works. I ALWAYS receive an error message when I try to use it. Literally every time. Completely useless.
What is it
Website is garbage, spent an hour trying to order 7 drinks and forced into downloading the app and the app is about the same garbage… takes me to last step and says “order can’t reload”
Far from how good this app was when it first launched
The amount of pts you need to get now for a free coffee is astounding, used to be every 7-8th coffee you’d get one free. Now you need to spend $40+ to reward yourself
For a coffee.
The main reason I wrote this review is for the glitchy app. I collected enough pts for a free coffee few times now, and it wouldn’t redeem at the store - the Tims worker said the bar code isn’t working - so I end up paying for the coffee… Then later in the day I realize the pts. were redeemed and I paid for my coffee. Happened few times now, super frustrating. Deleting this app. and not going back.
For a coffee.
The main reason I wrote this review is for the glitchy app. I collected enough pts for a free coffee few times now, and it wouldn’t redeem at the store - the Tims worker said the bar code isn’t working - so I end up paying for the coffee… Then later in the day I realize the pts. were redeemed and I paid for my coffee. Happened few times now, super frustrating. Deleting this app. and not going back.
Scan & pay
Scan and pay has said it’s unavailable for WEEKS and it’s ridiculous. Makes the app pointless for me
In-App Payment Error
I would love to use this app but getting in touch with digital support to add a credit card is useless. We had a location just open in our area and I like the convenience of adding my card, but this feature is not available to both me and my husband.
Weird
I just wanted to see the menu but neither the app or their website allows you to look at a stores menu if it is closed. Understandable (I guess?) but just annoying
RUTW not working
RUTW keeps crashing. Have not been able to use it since the contest started. Tried reporting through several avenues seeking help. Received none.
Worst fast food app
This app is the worst fast food app around, it doesn’t allow yo to do anything u less you’ve signed in
Ice cap machines
I’ve been to multiple locations throughout Toronto. The machines that are used for ice caps need to be cleaned more often. You can tell instantly once you take a drink, if the machine has been cleaned recently or not. It almost tastes fermented when not cleaned properly. Please help!!! I drink at least 2 of these a day.
Ripping Me Off
The app logged me off, it doesn’t ask for a password but emails a code. When I submitted my email I didn’t receive anything. I contacted support, they said I had them blocked as unsafe and to fix. This was not true but I went through the motions & still no email. I reached out again twice and asked for them to resolve and/or text the code to me. I have not received a response. Meanwhile I have money sitting there as well as thousands of points expiring this month.
Can’t view menu
My local Tim Hortons has a tendency to turn off mobile ordering. I can’t view the menu without starting an order. I can’t start an order when mobil orders are turned off. Cant view the menu on the website because it’s takes me to the app. I guess I’ll be going somewhere else for donuts.
App failed again
I purchased a Large Coffee. I opened the Tim Hortons app on my iPad to Roll up the Rim. I clicked on the Roll up button and the screen displayed “Something went Wrong, close the app and try again”. I did just that, app failed again. I removed the app, reinstalled it, logged in, and tried again; app failed again. I removed the app, shutdown the iPad, started the iPad, installed the app, logged in, and tried again. App failed again.
App is great
The company is trash and at multiple locations always doesn’t have what I ordered so I lose money. They also act like they have no idea that there was an order submitted online thus making it pointless since you wait even longer while they try to figure out what happened to their online order receipt.
App is Horrible
Been trying for an a half hour to submit an online order, but can not get past the verification part of signing in. Still waiting on a code to be sent. Tried to signup with a different email and have the same problem. There isn’t an option to order as a guest. What is the point of the app if it doesn’t work???
Tim Horton app
I like Tim Hortons new place so decided to try their app. It does not work well with large fonts and couldn’t select USA. It then couldn’t find my store when i entered the street name. I had to enter the exact address. Then it doesn’t support Apple Pay and wants my credit crd info. Deal breaker. App needs more work.
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Sentiment summary
95%
Positive (4-5★)
2%
Neutral (3★)
3%
Negative (1-2★)