Tim Hortons Customer Care: A Complete, Practical Guide

Tim Hortons customer care combines in-restaurant service, regional franchise support, and centralized guest relations under Restaurant Brands International (NYSE/TSX: QSR). Understanding how and where to raise an issue can significantly reduce resolution time and increase the likelihood of refunds or make-goods. This guide explains every major channel, what information to prepare, typical timelines, and how to escalate effectively.

Founded in 1964 in Hamilton, Ontario by NHL player Tim Horton (with Ron Joyce joining as a partner in 1967), Tim Hortons has grown into a multinational coffee and quick-service brand. While many policies are standardized, some processes vary by country and franchisee. When in doubt, use the official contact pages: timhortons.ca/contact-us (Canada) and timhortons.com/contact-us (U.S.).

How Tim Hortons Customer Care Is Organized

Customer care at Tim Hortons is designed around three layers. First is in-restaurant resolution: the on-duty manager can address immediate issues such as incorrect orders, remake requests, and on-the-spot refunds or store credits. Second is regional franchise support: each franchisee/market has an owner or area manager who handles service quality, staffing, and recurring issues at a location. Third is the corporate guest relations team, which manages digital orders, app-related problems, Tims Rewards, and broader brand concerns.

For best results, match your issue to the layer that can actually fix it. Food preparation errors and service concerns are fastest to resolve at the restaurant (ideally within minutes). Mobile/app payment, Tims Rewards points, and technical problems route more efficiently through the website forms or the app’s Help section. Complex complaints spanning multiple visits or involving safety, accessibility, or privacy should be logged via the corporate contact form for formal tracking and follow-up.

Contact Channels and When to Use Each

Tim Hortons provides several customer care channels. Use the one that aligns with the type and urgency of your issue to avoid delays. Always start with the most direct path (for example, in-restaurant for a wrong order you’ve just received) and move to corporate channels for digital or systemic issues.

Core entry points include the restaurant team, web contact forms, the mobile app, and phone support (phone numbers vary by country; use the toll-free number printed on your receipt or listed on the official contact page). Social media can help for initial triage, but formal resolutions typically require a case file created through the web form or app.

• In-restaurant: Speak to the on-duty manager immediately for order errors, remakes, missing items, or cleanliness concerns. Keep your receipt.
• Web contact (Canada): timhortons.ca/contact-us. Choose the correct category (Restaurant Experience, Delivery, App/Tims Rewards, Gift Card/Tim Card) and attach photos or receipts.
• Web contact (U.S.): timhortons.com/contact-us. Similar categories to ensure your case routes to the right team.
• Mobile app: Open the Tim Hortons app > Account > Help or Support. For points or digital receipt issues, include order ID and screenshots.
• Phone: Use the number on your receipt or the “Contact Us” page for your country/region. This is best for urgent card charges, duplicate transactions, or accessibility requests.
• Social media: Twitter/X @TimHortons and Facebook messages can start the process, but you’ll usually be redirected to submit via the web form for documentation.

What to Prepare Before You Contact Tim Hortons

Providing complete, accurate information at the start can cut resolution times from days to hours. Aim to include objective, time-stamped details, especially for payment and delivery-related complaints. If you used a third-party delivery platform, you may need to contact that platform as well (attach both the delivery receipt and your Tim Hortons order details).

For refunds and points adjustments, include clear images and redact sensitive data (for example, show only the last 4 digits of a card). If you’re reporting a safety or accessibility issue, include the precise location and the time/date so the franchisee or area manager can review cameras and staff schedules.

• Receipt and order info: Restaurant address, date/time, store number (if printed), order number, cashier/drive-thru lane.
• Payment evidence: Last 4 digits of card, wallet type (Apple Pay/Google Pay), or delivery partner transaction ID; duplicate charge screenshots if applicable.
• Tims Rewards/app: Email or phone linked to the account, app version, device/OS version, order ID from the app history, screenshots of missing points or error messages.
• Product photos: Clear images of incorrect items, packaging, or quality issues (ideally taken within minutes of the incident).
• Gift card/Tim Card: Card number (mask except last 4), when and where purchased/used, approximate remaining balance before the issue.
• Accessibility/privacy: Specific accommodation requested, details of the barrier encountered, or the data you want to access/delete.

Handling Common Issues Efficiently

Wrong or missing items: If you’re still at the restaurant or drive-thru, ask for a remake immediately; most stores will correct on the spot. For orders discovered later (e.g., delivery), submit within 24 hours via the app or web form with photos and receipts. Clear itemization increases approval odds for refunds or credits.

Quality concerns (temperature, staleness, spills): Photograph the item promptly and note the time from purchase to photo (for hot beverages, under 15 minutes is ideal). Managers can usually remake drinks on-site; corporate teams may issue digital vouchers when in-store correction isn’t feasible.

Tims Rewards points not received: Confirm your app account was scanned or linked at purchase. For digital orders, use the in-app receipt; for in-restaurant purchases, you typically need the physical/digital receipt. Points adjustments are commonly processed within 2–5 business days after verification.

Refunds, Vouchers, and Tim Card

Refund timelines vary by payment method. Card refunds typically appear in 3–10 business days, depending on your bank. Wallet (Apple Pay/Google Pay) and third-party delivery refunds follow the processor’s policies; if you don’t see a credit after 10 business days, follow up with your case number. In-restaurant cash refunds may be provided immediately at the manager’s discretion for small transactions and clear errors.

For Tim Card (gift card) issues such as lost/stolen or balance discrepancies, registration of the card is crucial. Registered cards are more likely to be eligible for balance protection or replacement; unregistered cards are harder to validate. Keep purchase receipts and card numbers for at least 30 days. If a replacement is approved, expect 7–14 days for processing and mailing, depending on your region.

Accessibility and Language Support

In Canada, Tim Hortons locations follow applicable provincial accessibility standards; in Ontario, for example, AODA training is mandatory for front-line staff. If you require assistance (e.g., reading a menu, entering the store, or handling a payment terminal), request the on-duty manager. For phone-based accessibility options or alternate document formats, use the accessibility links on timhortons.ca (search “Accessibility” in the site footer).

Language support varies by region. In bilingual markets, you can request service in English or French. For other languages, customer care will generally use email or web forms to facilitate translation. When submitting online, specify your preferred language for responses to reduce back-and-forth and speed closure.

Data and Privacy Requests

Tim Hortons provides privacy resources and request channels via timhortons.ca/privacy (Canada) and timhortons.com/privacy (U.S.). You can request access to your personal data, correction, or deletion, and opt out of certain data uses where permitted by law. Include your app account email/phone and any relevant order IDs to help locate your records.

If your concern relates to location data or app tracking, reference the specific device and OS, app version, and the approximate date range of the activity. Privacy requests typically receive acknowledgement within a few business days, with completion timelines depending on jurisdictional requirements.

Escalations and Response Times

For most issues submitted online with complete documentation, expect an acknowledgement within 24–48 hours and case resolution in 3–5 business days. Complex cases (multi-visit complaints, third-party delivery disputes, or high-value gift card claims) can take longer due to verification steps. Always request and save your case number.

If you have no update after 5 business days, reply to the original confirmation email or submit a follow-up referencing your case number. When an issue involves health or safety, ask that the case be escalated to the franchise owner/area manager. Maintain a concise timeline and attach all prior correspondence to avoid duplicate work.

Store Locator, Hours, and Official Links

Use the store locator for accurate addresses, hours (including 24/7 drive-thru availability), and contact details: timhortons.ca/locations (Canada) and timhortons.com/locations (U.S.). Hours and services (dine-in, drive-thru, delivery) can vary by location and season, so check the listing on the day you plan to visit.

Official contact pages and policy links are the most reliable sources for current phone numbers, forms, and terms. Avoid unofficial directories that may list outdated numbers. Keep screenshots or PDFs of your submissions and confirmations for your records.

What does Tim Hortons support?

Tim Hortons restaurant owners and The TDL Group Corp. are proud supporters of Tim Hortons Foundation Camps. Our largest fundraising initiative is Camp Day, a 24-hour period when restaurant owners donate the proceeds of all coffee sales, specially designed Camp Day bracelets and public donations to the Foundation.

What was Tim Hortons

In 2016, the Leafs changed their retirement policy and, on October 15, retired the number 7 in honour of both Horton and Clancy. Horton wore number 2 in Buffalo (as Rick Martin already had the number 7). Both numbers have since been retired.

How do I get a refund from Tim Hortons?

If your order is damaged — or you received an incorrect or faulty product—please contact us at https://www.timhortons.ca/support to request a refund. Please note, all refund requests must be made within 30 days of your initial purchase.

How do I contact Tim Hortons customer service by phone?

You can also contact the Guest Services team toll free at 1-888-601-1616.

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