Most Tim Hortons restaurants are franchised, so the person who can fix a cold coffee or a wrong charge usually works at the counter, not at head office. That shapes the whole complaint: handle it on the spot when you can, and give head office everything it needs to forward the rest to the right owner.
Where each kind of complaint belongs
| Channel | Best for |
|---|---|
| Restaurant manager | A wrong order, a refund or a service issue, on the spot |
| Guest services, 1-888-601-1616 | Problems head office should send to the franchise owner |
| Contact form on timhortons.ca | A written complaint with a record |
| Tims app help section | App orders and Tims Rewards |
A franchise, not a head-office counter
Most Tim Hortons restaurants are owned by independent franchisees, so the person able to fix a cold coffee or a double charge usually works in the building. Fix it there when you can: speak to the manager before you leave. If you cannot, note the street address, the date and the time printed on your receipt so the complaint can be sent to the right owner later.
Name the location or nothing happens
Head office cannot act on "a Tim Hortons downtown". Franchise complaints work when the message gives the exact location, the day and time and a few sentences about what happened. Those details let guest services route it, and let you refer to the same visit if you write again.
Mobile and drive-thru orders
Drive-thru mistakes are easiest to fix before you pull away, while the bag and receipt are still in your hands. For mobile orders, screenshot the confirmation and pickup time. If you were charged but nothing was prepared, show the screen to the manager or use the refund option in the app.
Tims Rewards problems
Missing points are a records problem. Use the help section in the app or the contact form and give the email on your account and the date you last saw the balance. Screenshots from before and after are the best proof.
Illness or a labelling error
If you think a product made you ill, seek care, then report it to your local public health unit and tell guest services. Report packaged items containing a foreign object, or carrying a wrong label, to the Canadian Food Inspection Agency. An incorrect charge that remains can be disputed through your card issuer or provincial consumer office (letter guide).
Give Asya the address and what happened, and get a complaint ready to forward to the franchise owner.
Draft My Tim Hortons Letter →Frequently Asked
What is the Tim Hortons guest services number in Canada?
Tim Hortons lists 1-888-601-1616 for guest services. You can also use the contact form on timhortons.ca.
Can I complain about one specific location?
Yes. Give guest services the exact address, date and time. Most locations are franchised, so head office forwards the complaint to the owner.
Where do I report suspected food poisoning?
See a doctor if needed, then report it to your local public health unit and tell guest services.
My Tims Rewards points disappeared.
Use the help section in the Tims app or the contact form on timhortons.ca, with your account email and the date you last saw the points.
What a good outcome looks like
Franchise complaints are usually settled with an apology, a replacement or a refund. Say what you hope for in your first message, and keep the reply. If the owner is unresponsive, guest services can follow up, so quote the date and the location of the original complaint.
Sources & Verification
Guest services details come from the company's published feedback process.
Tim Hortons is a trademark of its owner. This page is independent of the company. Numbers can change, so check them first.