Tim Hortons Philippines

Hi Tim Hortons Team,

Id like to raise a complaint regarding my experience at your SM North Edsa The Block branch on September 27, 2025, at around 12:25 PM.

I attempted to place an order and pay in cash, but the cashier refused to accept it, claiming they had no change and that they were promoting cashless transactionsas if I had no other option. I was left with no choice but to take my money back and leave without my order.

This is both unacceptable and frustrating, especially coming from a brand like Tim Hortons.

Please check your CCTV footage for verification.

I strongly urge you to retrain your staff on basic customer service and payment handling policies. Cash is still legal tender and should be accepted unless otherwise properly communicated.

Looking forward to your response and appropriate action.

Around 3pm today, we bought iced vanilla latte worth 200 pesos at Total Nlex Apalit -San Fernando via drive thru. We gave 1000 peso bill to the cashier for the payment after receiving the coffee she immediately closed the window without giving the receipt and change and then my husband call the cashier asking for a straw she opened the window and said it is strawless, but she gives us a big straw and closed the window again but not yet giving the change and receipt.

We just notice that we did not receive the change and receipt upon arriving in Robinsons Starmill. Please investigate this matter, why the cashier did not notice it despite we are asking for straw and she re-opened the window again.

We need to have our change 800 is 800 it's hard to earn this nowadays. Thank you

We had bfast with my family this morning at Tim Hirtins NAIA 3.We ordered coffee and sandwiches .When our coffee was served,i noticed that the milk is cood and so i asked the service crew named Judd delos Santos to have heat the milk.But instead of heating the milk she reasoned out and i know it was just an alibi so i told her to just heat it up.I noticed that she was already irritated because she spilled the milk.After that,i requested them to cut the sanwiches to have.The other service crew gave it to her at the back kitchen after having it done she just tossed it through that opening .Hiw rude is that!Im hoping that this incident will be addressed soon.Thank you and kore oower.

Last Jan 17, on our way to the north, we made a stop over at NLEX Gas Station for a cup of coffee. I have a son with autism whose love for Tim Horton vs the leading brand are incomparable so even we came 30 minutes early, we patiently wait until 6 AM for their opening.

Excatly 6:03 on my watch and on my cp, we approach the entrance door and the sign was still closed, we still wait.

Then the manager on duty (Regine Tolente) get out and told us that they are still closed and will open in 10 minutes. To my surprise i was made a comment that someone from inside (a crew) told us the 6 AM opening. I was expecting an apologetic explanation from the manager and she was supposed to welcome me and my son and let us wait inside and told us that the store was not ready yet. Instead, she reiterated in front my face that they are following their own time?

Your store manager was not friendly, she was rude to us as if we were at fault for coming very early. Her tone was not warm, she was so inis and she was palaban

When we finally inside and making order, i know that she hears us (my son is a very loud male and i was complaining her to the the counter crew) if she did get out from her office and made an apology while we are ordering our drinks, none of this letter of complaint would happen.

I may sound Karen to you but I was not. Having a son on the spectrum is a quite challenging role as a mother. My son was very keen on following time schedule.

I worked 2 decades in a banking industry, I was a branch manager of BPI and PNB, the level of customer service in my heart is so big and important. If that scenario happened to my branch i wouldn't let my customers to feel disappointed, because i treated them very important part of my business. I would show them big smiles and explain well the situation why there is a couple of minutes delay on our opening time. And i wouldn't make an argument with my first customer.

Di ba nga may kasabihan tayong pinoy na importante ang bueno mano na customer?

I hope that this experience would not be repeated as we love Tim Hortons. Whenever we saw a new branch of TH my son was so excited to visit. More power to Tim Hortons!

I am wishing you only the best. Our bad experience will not hindrance us for patronizing Tim Hortons.

Hi,

I would like to formally file complaint on the behavior of your staff in UN Square branch. Name on her nameplate is Lee Ann.

Lee Ann expressed uncouth manner from taking my order and availing my PWD discount.

There are ways to tell regular customers

without offending customers.

Prior ordering, I asked how much quantity of sweetener does French Vanilla has.

(because with other coffee shop, they give 3 pumps of white chocolate to make it sweet).

With her facial expression - which made me feel I was stupid with my question... she said "wala kaming sweetener"..

told her I know, but how much french vanilla do you put in Medium size coffee.. she said "5" frowning and without looking..

So i requested for 3 scoops of powder instead.

When i was about to pay, i gave her my PWD ID Card since my renewed Card isn't available yet

although I was issued a certificate that I am qualified and registered PWD of Manila.

I don't usually bring out the certificate since it wasn't laminated yet to avoid wrinkled certificate due to frequest use.

She threw my PWD card saying "Expired na", so i brought out my certificate to show her i renewed already.

Again, she could have asked if i have the updated card just like fast food drive thru does.

It was unfortunate that this happened in UN Square where i often pass by going to work in the morning.

Other staff who

attend to me everytime I pass by never treated me that way.

I am willing to be called and have a forum with your Customer Service and Lee Ann and discuss this issue. I just

want to bring this to your attention so you'll know how rude your frontliner in UN Square is.

I hope to hear from you.

thank you

We visited Eton Centris store in 07/09/2023 at around 2:00pm. Were group of 8 with 2 senior citizen.

While in queue my brother looked for table where we can dine in. The store is full and my brother asked if we can stay on the second floor since the area is full the staff rejected our request due to second floor is not open because theres stock in the area and cannot occupy and advise us to share tables to others. Maybe he forgot that still were in post pandemic and we still need to be careful in public areas. Even were requesting to stay on the second floor they ignored us and showed no concern to customers.

Were so disappointed and left the store. Maybe they need to train their staff on customer service.