Tim Hortons - Waterloo

There were six staff members at the counter, and I had two orders in front of me, yet it still took five minutes to get my two coffees.

I am genuinely shocked by the unprofessional behavior of the store manager. While the supervisors at this location are kind and caring individuals, the manager is clearly unfit for their role. We encountered a significant issue with our order, which was quickly resolved by customer service and DoorDash. Unfortunately, they were the only ones who handled the situation with empathy and professionalism. The manager didn’t apologize for the inconvenience and behaved unprofessionally, failing to embody the values that Tim Hortons stands for. Because of this experience, we have decided to take our business elsewhere, not due to the staff, but because of the manager’s actions. The only positive aspect of this situation was the manager's referral to customer service, who showed understanding, compassion, and remorse for what had occurred. As someone who works in customer service management, I find this entire interaction to be unacceptable and not in line with effective management practices in our field.

This is a Tim Hortons location with a frustrating lineup situation, especially during COVID. The queue runs directly through the seating area, making it quite chaotic. Aside from that, it's a decent place. If you're looking to get in and out quickly, it's best to avoid early mornings, as it can get quite busy. Note that there is no drive-thru here.

The best bagels and coffee you can find, along with a variety of other offerings. The customer service is excellent!

"I love the wonderful women working here! They are always polite and enjoyable to talk to. My orders are always correct. Thank you, Bridgeport Tim Hortons!"