Tim Hortons
🍽️ Restaurants · Alpharetta
total experiences
replied on google
Most reported issues
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Experiences
Poor food quality, long wait times, and inconvenient drive-through access.
Store was unprepared and items were unavailable during morning hours.
Business reply on Google
"Hi Nicholas, thank you for sharing your feedback, and I sincerely apologize for the frustrating morning visits. To clarify our store hours, our drive-thru opens at 5:00 AM while our lobby opens at 6:00 AM, which explains why the front doors were locked during your 5:15 AM visit. However, arriving at 5:20 AM and finding the drive-thru unprepared or bakery items unavailable is completely unacceptable. We are addressing this directly with our opening shift and baking team to ensure our drive-thru line is fully prepped, stocked, and ready to serve promptly at 5:00 AM. We appreciate your patience as we refine our morning setup and hope to give you a seamless experience next time."
frosted donuts were ruined by improper packaging
Business reply on Google
"Hi Ajay, thank you for bringing this to our attention, and we sincerely apologize for the messy donuts! You should be able to enjoy your treat without half the frosting stuck to the packaging. We are sharing this directly with our team right away to retrain everyone on proper packaging techniques for frosted items—making sure we use the right placement and spacing so the frosting stays where it belongs. We appreciate you letting us know, and we hope to give you a much better experience on your next visit!"
Staff interrupted the ordering process to assist other customers.
Business reply on Google
"Hi Audrey, thank you for sharing your feedback with us, and we appreciate you making the hour-long drive to visit us! We're glad to hear you enjoyed the food, but we sincerely apologize for the frustrations during your visit. We are sorry to hear that we were out of the Harry Potter donuts and that your ordering experience felt interrupted. Providing undivided attention to our guests at the counter is a priority, and we are reviewing this with our team to ensure smoother order-taking and better service flow. We appreciate your constructive feedback on our staffing and seating space as we continue to work on improving the guest experience!"
The drive-thru service is excessively slow.
Business reply on Google
"Hi Josh, thank you for taking the time to share your feedback. I sincerely apologize for the long wait you experienced during your visits. Waiting 15 minutes at the drive-thru window—especially for just a simple black coffee—is completely unacceptable and far below the fast, efficient service we strive to provide. We are reviewing our morning drive-thru operations and order staging with our team immediately to fix these bottlenecks and ensure quick-serve orders move as fast as they should. We appreciate your patience while we fine-tune our workflow, and we hope to deliver a much faster experience on your next visit!"
The coffee quality is poor due to over-roasted beans.
Business reply on Google
"Hi Alex, thank you for sharing your feedback with us. We appreciate you stopping in, though we're sorry to hear that our coffee didn't live up to your expectations during your visit. We take pride in our coffee program and standard brewing process, but we know taste preferences vary. We offer a variety of options—including our classic original blend, dark roast, cold brews, and specialty iced drinks—so if you're open to giving us another try, we'd love the opportunity to help you find a beverage on our menu that better suits your taste."
The breakfast sandwich was served cold and not toasted.
Business reply on Google
"Hi Joshua, thank you for bringing this to our attention. I sincerely apologize that your breakfast sandwich was served cold and untoasted. Speed is important to us, but it should never come at the expense of proper food preparation and quality standards. We are reviewing this directly with our kitchen team to reinforce proper assembly protocols—ensuring all English muffins are toasted to temperature and cheese is properly melted before serving. We appreciate your honest feedback while we get our operations running smoothly, and we hope you'll give us another chance to serve you a properly prepared meal."
staff failed to inform customer of limited stock at drive-thru
Business reply on Google
"Hi Michael, thank you for sharing your feedback with us. I am truly sorry for the frustrating experience you had, especially after taking the time to come by before closing. Having to park and walk inside just to find out menu items were unavailable—rather than being communicated clearly at the drive-thru speaker—is completely unacceptable. We are reviewing this directly with our evening team to ensure clear communication at the drive-thru and to make sure we continue serving our full menu right up until our posted closing time. We appreciate your feedback as we work to fix these issues, and we hope you'll give us another chance to provide the experience you expected."
Incorrect order received and inability to contact store via phone.