Tim Hortons - Urbana

I ordered a dozen donuts this morning, which included two Boston Cream donuts. When I brought them to the office, I discovered that neither of the Boston Cream donuts had any cream in them. I called the restaurant several times before finally reaching Heidi or Amber. When I did, she told me to hold and then put me on hold without returning. I ended up waiting for the next 15 minutes while she kept driving. This experience was incredibly unprofessional, and I found the customer service to be lacking. She was the worst representative I have ever encountered.

I ordered a dozen donuts this morning, and two of them were supposed to be Boston Cream. When I brought them to the office, we noticed that neither had any cream filling. I called the restaurant several times until Heidi/Amber finally answered. She asked me to hold and then put me on hold. I ended up waiting for 15 minutes while she continued to drive without ever coming back to the phone. This was incredibly unprofessional and inconsiderate. I've never encountered such poor customer service before.

We stopped there before lunch. The woman before us said she had waited 15 minutes and not recognized, she left. We let the girl go behind us when she was in an early lunch break. We waited and waited, and no one spoke to us. We went and she followed and said she was late for work. I heard that from many people.

The food is great when you're able to get it, but they're often out of many items in the afternoons. The counter service is also quite poor—I’ve waited over 15 minutes at times. Because of these issues, I’ve stopped going there. They need to restock and ensure everything is available throughout the day!

I'll go every morning.