Poor Refund/Cancel Policy
When everything works, it works great. But when it fails, it fails hard that it makes it very difficult to recommend using the app for anyone. On no less than 5 occasions, at several different locations, I have experienced issues with order pickups. I place the order on my phone, the cash is withdrawn from my account, and one of two things happen:
1 - The location is out of the item I have ordered, and they offer a different item instead of the one I requested.
2 - The location is not open, despite the app stating that it was in fact open.
Why are these things issues? Because there is no serviceable refund/cancellation policy in place. If I spend $20 on ice Capps, and their machine is down when I arrive, they will not refund me my money. Instead the offer other products to make up for it, despite me wanting something else. If I want a refund, I have to call customer support, and they will open a case to investigate. I have done this twice, and have not seen a refund ever deposited. It is an extremely poor experience for when the store is unable to provide services requested, despite already taking my money. Give me the option to cancel or refund my order when things go wrong, and I will happily rereview. Until then, I can’t I’m good conscience recommend the app, and instead opt that users go in store instead.
1 - The location is out of the item I have ordered, and they offer a different item instead of the one I requested.
2 - The location is not open, despite the app stating that it was in fact open.
Why are these things issues? Because there is no serviceable refund/cancellation policy in place. If I spend $20 on ice Capps, and their machine is down when I arrive, they will not refund me my money. Instead the offer other products to make up for it, despite me wanting something else. If I want a refund, I have to call customer support, and they will open a case to investigate. I have done this twice, and have not seen a refund ever deposited. It is an extremely poor experience for when the store is unable to provide services requested, despite already taking my money. Give me the option to cancel or refund my order when things go wrong, and I will happily rereview. Until then, I can’t I’m good conscience recommend the app, and instead opt that users go in store instead.
Show less
Response from developer
Hey! While we wish you’d had a better app experience, we really appreciate the feedback. Any chance you can provide us with some additional details at timhortons.com/support so that we can follow up?
Almost a Waste of Time for Ordering
The only reason to use this app is to collect “reward points” when scanning and occasionally to get offers”.
Do NOT bother trying to order in advance unless you want to collect karma points for patience from the universe. Honestly, why bother? The restaurant won’t start preparing your order until you arrive anyway.
Issues are: no options for picking out donut or timbit choices unless you pay individually per item; “customizing” items is almost randomly available and NOT intuitive; you can’t do “multiple orders” at the same time (so just do it when you get to the drive thru because it’s easier), and zero control over which “select this offer” you want to use/cannot use them for multiple orders (1 per half hour?).
If you are doing a run for a group, just write it down because this App is only really useful for scanning your points and you only get 10 points regardless.
Do NOT bother trying to order in advance unless you want to collect karma points for patience from the universe. Honestly, why bother? The restaurant won’t start preparing your order until you arrive anyway.
Issues are: no options for picking out donut or timbit choices unless you pay individually per item; “customizing” items is almost randomly available and NOT intuitive; you can’t do “multiple orders” at the same time (so just do it when you get to the drive thru because it’s easier), and zero control over which “select this offer” you want to use/cannot use them for multiple orders (1 per half hour?).
If you are doing a run for a group, just write it down because this App is only really useful for scanning your points and you only get 10 points regardless.
Show less
Spyware
The Canadian government has determined that this app was programmed in such a way that it was able to collect data about devices’ locations “as often as every few minutes.” If you’ve used this app during the period of time in focus, Tim Hortons was likely tracking your locations, movements, browsing history, etc. and selling the information to data brokers. If you used this app to purchase Tim Hortons’ food and beverages, the company was profiting more than once. The first was your initial purchase; the second take was selling your information to third-party data miners and brokers. Thus, you were both the consumer AND the product!
Show less
Scamming Customers
Downloaded the app in March 2022, worked fine for a while then started getting error message when placing order. App kept telling me to reload funds to the attached Tim card. Tried to reload 5 times only to find my bank account was repeatedly charged for funds that were never loaded to the Tim Card. Sent info to Tech department going on four days no response. Spoke with Customer service rep still no response. Horrible customer service. Tim’s Horton store attendants refuse to help and told me they are having trouble with the apps and are not trained to assist customers. Still waiting to find out where my money disappeared to.
Show less
It’s okay
At first, I had the hardest time getting my physical card points transferred to the app. The employees at the stores couldn’t help and the customer service number in Canada tried to help but the bottom line is the points never transferred (3 years worth). I thought I would start fresh and open a new account. I went to the stores 3 times and my points didn’t take. Not to mention the app thought I was in Canada and caused another problem. So, I decided to try another time to open up a fresh account using a different email. My first visit to a store and purchase did not give me credit (points) for that visit but I did get points for my next 2 visits. I have been a regular customer of Timmy’s since they started opening stores in my area about 25 years ago. Prior to that I had to get my Timmy’s coffee when I visited Windsor, Ontario or Toronto.
They have fantastic products and I’m glad there are many stores in my area.
They have fantastic products and I’m glad there are many stores in my area.
Show less
Decent app, but duplicate steps should be removed
When paying at the drive thru window via the app, store employees have to scan my phone 2x. Once for the Tims Rewards and again for payment from my Tim Card. Without fail, the store employees put down their scanner after the first scan, then I have to change my screen from Tims Rewards to Tim Card so they can pick up their scanner and scan my phone again. From a convenience and user functionality stand point, Tim Hortons should look at the Starbucks app, which only requires their store employees to scan a phone 1x for rewards and payment. In a world of speed and convenience, the Tim Hortons app is missing the mark.
Show less
Needs overhaul & cashier training
I finally scrapped it from my phone. Order window & cash is king for those coffee orders my mom demands.
You asked for more details. I agree with many others here. Just clean slate. The aesthetic is the only useable framework. So start over. And link the app to the cashier! My mom’s latte costs 2x+ with the app vs order at the window with cash. Last time my order never made it to cashier & would not update. I gave up, wrote off my money and ordered her latte old-school at another after I went to BK to order for myself. So as I said. Coupled with other complaints. Clean slate with a new developer.
You asked for more details. I agree with many others here. Just clean slate. The aesthetic is the only useable framework. So start over. And link the app to the cashier! My mom’s latte costs 2x+ with the app vs order at the window with cash. Last time my order never made it to cashier & would not update. I gave up, wrote off my money and ordered her latte old-school at another after I went to BK to order for myself. So as I said. Coupled with other complaints. Clean slate with a new developer.
Show less
Do not use this app
You have to load money onto the app, you can’t just pay for your order in exact amount when you make it. So they are always holding up to $5 of every app user. You can’t add a password to your account. You need to verify with email every time you log in. The stores promote offers that they don’t offer on the app When they run out of a menu item, which is very frequently, the store can’t refund you, you must contact app support, for which there is no phone number. Just an email address and they don’t respond. I believe this apps 4.5 star raiting is a result of bots. READ THE REVIEWS most people that give it 5 stars are rating the restaurant, not the app
Show less
Not accurate
I live in the United States but near the Canadian border…a mile away. I’m not eligible for rewards because, even though I created the account in the United States, it says because my account was created in Canada. When I load a gift card it shows Canadian funds then depending on when I use it I’m subject to the current exchange rate. I entered all my information on my account but it doesn’t manually allow me to change my country even though I’ve entered a American address. I’ve called customer service and they were unable to help me. I guess I didn’t realize I needed to go on a road trip to down load a app. Apparently my home is in the United States but my living room is in Canada.
Show less
App doesn’t reliably work
I order breakfast 5-7 days a week and about 2-4 times a week the app just sits there with the little red lights like being clocked - it doesn’t work. I then lose out on the rewards points. This is sooo annoying as I do everything to get it to come up while waiting in the drive thru line and more often than not I also miss out on the special offers. I’ve missed out on the promotional pricing for Christmas twice this week due to it. I’ve even been at the drive-thru with the app working and it suddenly restarts the app and it sits there not loading. The app needs to be more reliable
Show less
