Tim Hortons Responds

Regular readers will recall that I mentioned my surprise that a Tim Hortons Garden Vegetable Sandwich contains 23 g of fat.  I had been in the habit of ordering this sandwich as a “healthy alternative” without thinking about it (doesn’t garden vegetable sound healthly?).  I sent an email to Tim Hortons, and this is what they wrote me back:

Dear Mr. Rukavina,

I would like to take this opportunity to thank you for taking the time to contact us regarding your concerns with the Tim Hortons Garden Vegetable Sandwich.

Tim Hortons has created a Nutrition Guide featuring a cross section of our products.  As you have recently viewed this guide electronically on our website, we hope that you have found the nutritional information useful in helping incorporate Tim Hortons products into your lifestyle.

The Garden Vegetable Sandwich is not advertised as a “healthy alternative” sandwich.  It is prepared with Plain Cream Cheese, Tim Hortons Special Dressing, Cucumber, Tomato and Lettuce.  The total fat content of this sandwich is 23 grams.  The areas of the sandwich in which the fat are located is as follows:

    Plain Cream Cheese, 13.0 grams
    Tims Special Dressing, 9.0 grams
    White Country Bun, 0.5 grams

To lower the total fat of this sandwich, request a sandwich with a Light Cream Cheese and no Tims Special Dressing.

Yours truly,
Consumer Nutrition Co-ordinator
Research & Development

That (a) Tim Hortons would respond at all, (b) they would take my request seriously, and (c) that they have a Consumer Nutrition Co-ordinator are all very heartening things.  Kudos to Tim’s for excellent service.


hsa's picture
hsa on September 9, 2009 - 12:12 Permalink

when someone bring in a cup to be refilled, only a coffee stirrer or a straw is used. i know because i work at a timmies and was told that over and over again

stef's picture
stef on September 11, 2009 - 05:03 Permalink

unfortunately 90% of the time the employees are not informed about how much of a product they have in stock. So if they run out the only thing they can do is give you a vague explanation. Mistakes happen all the time in the world. If you would like a fuller explanation ask for the owner.

stef's picture
stef on September 11, 2009 - 06:49 Permalink

it sounds like yu work at an exceptional tim hortons :)

i know i have been left alone at a very large restaurant timmys behind till many times especially in my first month of work before i was trained. Drivethrew, till, coffees, donuts and soups and sandys are not easy on your own when the line up goes all the way around threw the store and out the opposite end.

so when you say ” there is nothing exceptionally difficult about it” for some. it can be X3

stef's picture
stef on September 11, 2009 - 06:51 Permalink

we are only human

stef's picture
stef on September 11, 2009 - 06:53 Permalink

wow you got jipped tim bits are only 18 cents not 25.

recently someone did get fired for giving away a free timbit and it went all over the news. google it.
maybe the people were trying to protect their jobs?

JJ1978_'s picture
JJ1978_ on September 19, 2009 - 14:57 Permalink

that is just a LIE!!! I work in an office with two Tim’s at both ends of the building and that spoon sits in WARM water ALL day. NEVER rinsed, NEVER cleaned. TIM HORTON’S IS THE MOST DIGUSTING PLACE!!!!!!!!!!!

lyndsay furlong's picture
lyndsay furlong on October 5, 2009 - 16:38 Permalink

Get over it
iam so sick of people complaining about a stupid cup.
Every tim has camaras everywhere. If an employee was rolling up cups they would be FIRED no doubt.
Why they hell risk your job for a stupid coffee .


lyndsay furlong's picture
lyndsay furlong on October 5, 2009 - 16:43 Permalink

do you sit there all day and watch

lyndsay furlong's picture
lyndsay furlong on October 5, 2009 - 16:46 Permalink

these are the rules from headoffice contact them.
they people working at tims are only following rules that they have been told to follow

lyndsay furlong's picture
lyndsay furlong on October 5, 2009 - 17:20 Permalink

no one cares if you get it with milk or cream or whatever. It doesn’t come out of the workers pocket.
They ask so that you know you have a choice.
It’s called good customer service.
Wake up,.

lyndsay furlong's picture
lyndsay furlong on October 5, 2009 - 17:22 Permalink

tea bags are still avalable just ask.
I’d rather have fresh brewed tea then a tea bag that has been there for a few weeks.

lyndsay furlong's picture
lyndsay furlong on October 5, 2009 - 17:23 Permalink

how do you suggest that they can keep the flies out of the stores.. i like to hear your ideas.

sully's picture
sully on October 9, 2009 - 10:35 Permalink

well i just have 1 thing , the drive throu should all be express , no food items at all. its a piss off too get behind someone with a food order and u wait 10 mins for them too get it. and they only do it when its busy and lined up to the doors inside.also they should be aloud too make u pull up and they take your order out to you when you have a big order.if they cant get your order at the window in 2 mins or less pull up and wait til they take it too u , for the drivers take your food oders and go inside so the rest of us can get our coffee and go .

Private's picture
Private on October 15, 2009 - 02:01 Permalink

If the customer brings in their refill cups or any cup, we use a straw or a stirring stick. We only use the parfait spoon to stir on new drinks that was poured into a Tim Hortons Cup.

Onions's picture
Onions on October 18, 2009 - 15:48 Permalink

Ok… as for the Time Horton’s in your office building… yes, they definately do sound like disgusting places. However, as everyone else has already stated, the parfait spoon is supposed to be cleaned/changed throughout the day and the water that it sits in is supposed to be fresh ice… not warm water. You have to realize that each Tim Horton’s is a franchise and therefore you will have different owners. It is up to the staff and owners of each Timmies to keep their store up to Tim Horton’s head office standards. Any time, as a customer, that you see something unsanitary or questionable activities at a Tim Hortons I urge you to speak up to the manager of that Tim Hortons. The only time that things change and improve is when you get honest and serious feedback from your customers. Let your timmies girls (or guys) know if they’re doing a good job or if they have room for improvement. As an employee of Tim Horton’s I welcome our customer comments if only to improve the work ethic of our staff.

Onions's picture
Onions on October 18, 2009 - 15:51 Permalink

Not True! I am currently an employee for Tim Horton’s but prior to applying for a position with them I won a Toyota matrix on the roll up the rim contest. My cup rim was a special colour and said “Toyota Matrix” with a pic of the Toyota logo. No winning cup that I have ever redeemed for a customer, large prize or small, has ever said “Please play again”.

chuck's picture
chuck on November 20, 2009 - 21:16 Permalink

Last week I bought four french onion soups for my family.There was not a speck of cheese in any one of the four soups,why is that? I mean on your commercials it shows a lot of cheese.

rick's picture
rick on November 21, 2009 - 00:48 Permalink

If any one out there wants to read the truth about this company check out: www.timhortonsfranchise.com and see what they do to franchisees. This is quite disturbing and I will not be going to tim’s again. A great read.

Tom's picture
Tom on November 24, 2009 - 22:48 Permalink

I manage a Tim Hortons. If your soup had no cheese in it, it would have been best to point this out. You would have, at least at my store, been rewarded with 4 new soups.

Mistakes are made, yes. We try to recitfy them promptly and properly.

Tom's picture
Tom on November 24, 2009 - 22:54 Permalink

Tims has tried the express route in both drive through and in store. What happened? Too many customers either cannot read or decide at the counter that “Oh, a sandwitch might be nice”, thus screwing the whole thing up.

The employee cannot say “get back into the other line” so the rest of the line suffers. Same thing happens at the double drive through stores. Customers are the problem.

drizzy's picture
drizzy on November 25, 2009 - 23:35 Permalink

Actually, when somebody brings their own cup we stir it with a stirstick/spoon.
And it’s not water that the spoon is in, it’s ice — and it’s changed SEVERAL times an hour.

drizzy's picture
drizzy on November 25, 2009 - 23:39 Permalink

depends what time you bought it at. past 6pm its not usually fresh, especially if it’s night production.

drizzy's picture
drizzy on November 25, 2009 - 23:41 Permalink

if you buy a thermos mug from tim hortons than no, you’re not entitled to a cup because its punched as a refill.

drizzy's picture
drizzy on November 25, 2009 - 23:46 Permalink

Wow. Because if you’re going at LUNCH then CHANCES ARE a lot of product will be sold out. people come in and order 12 dozen donuts from the front. the soup takes some time to make and shit happens. backup runs out, then they’ll put a new one on. unless the sign was up that they had brocoli soup THAT PARTICULAR DAY i wouldnt be complaining. also, around lunch production gets very busy. you dont get mad at mcdonalds for little things, why assume tim hortons is any different?
if you want shares, go buy some.

drizzy's picture
drizzy on November 26, 2009 - 00:05 Permalink

Hm. You could’ve asked for it in a mug, we ALWAYS give free water, hot or cold as long as it’s in a china mug.
And the fondant sticks because they take a very long time to try. Try holding the bag differently so it doesn’t stick or ask for it in a box.

Tom's picture
Tom on November 29, 2009 - 03:43 Permalink

Umm. The freshness part is wrong Dizzy. A Tim’s muffin has an 8 hour store shelf life. I have eaten a 12 hour muffin and it was still good. The dry muffin usually comes from a poor baker who is not following protocall.

krashkahne's picture
krashkahne on December 7, 2009 - 01:33 Permalink

I’ve been sitting here reading this site for the past hour or so, and I gotta say it’s damn funny… All these people posting thinking that it’s actually a Tim Horton’s site! LMAO They are too funny. But then you add the responses from employees and it gets better! Great to know that our society is officially screwed, I mean c’mon people… “OMG they didn’t have my favorite soup or donut!!!” And at the same time even, and honestly who eats plain donuts anyways? If you’re gonna eat a donut, indulge in the yumminess that is a Boston Cream, screw cutting the calories, hello diabetes!

Lynn's picture
Lynn on December 13, 2009 - 13:16 Permalink

I too read the information on this website. As I was curious, I read the entire judgement from the court regarding this case. Although the family’s situation is unfortunate, it may be because of their own mismanagement. You might find both sides of this story very enlightening.

michelle cruise's picture
michelle cruise on January 7, 2010 - 17:06 Permalink

I work for Tim Hortons and seem to have repeated problems with my pay — check you paycheque carefully people they short people all the time

Frank Tielo's picture
Frank Tielo on January 13, 2010 - 06:15 Permalink

Working at Tim Hortons is very stressful for the employees, including myself. About 20% of the customers that order coffee are respectful to the store front/cashier. The rest are just rediculous, and downright mean. Yes, we get everything you want, we pretty much kiss your ass like a slave. But treating us like a slave is unhumane. Through my entire shift, I get good comments about my smile, customer service, and my attitude. Customer complaints are posted frequently around main areas of production. Thus humiliating staff members. Going to other stores, including the one going to Barrie, I could hear from the back someone yelling at another employee about how something should be done right, or let them do it. We make mistakes, even when we’re in our 30’s. . Thanks for hearing me out.

chiko's picture
chiko on January 13, 2010 - 06:28 Permalink

I admit, the broccoli soup is very good, as well as the cauliflour and cheese.We get that your really “cheesed” off, sorry, couldnt help the pun, but, please, its nothing to really care about. It’s soup. Just soup. Its nothing to fire someone from their job. This is about opinions right? No need to start a flame war. Honestly, I’d rather clean bathrooms all day then have to deal with customers who really need the brocolli soup to survive…im sorry, but as an employee, we cant help it. We really cant..

Nitumm's picture
Nitumm on January 13, 2010 - 06:35 Permalink

While employed during the roll-up-the-rim event, we were told to give the customer a cup if they fill up their travel mug, or china cup, so they could still have a chance to win.

Nitumm's picture
Nitumm on January 13, 2010 - 06:55 Permalink

You guys are incredibly amazing. Just to let you know. I feel like crying because of the abuse I get from the customers. I get you, I really do. We arent people in their eyes, we’re ther for them. and yes. It freken hurts like a bitch. Or when your across the store filling up hotcaps, or cleaning tables, and theres only two of you on shift, and supervisors doing tills, so your on the floor alone, and you get the “ding” sound(which will cause me a brain annirism one day), andhalf a second later as you go to answer you hear “HELLOOOO???”. Dude, you just got to the window. and then you say “thank you for choosing tim hortons May i take your order please”, as you drop what your doing, okay, large double double, XL triple triple, 6 small hot chocolates, two large teas with 2 milk one sugar. Can you double cup the larges. “okay, im sorry, what was in your first large again?” you hear a sigh, and then the word “idiot”, and say the entire order again, when you only needed the large coffee. Do you think we are that stupid. We dont just sit on front of a till waiting for you to order. We have to fill fridges, you want pepsi or not? We have to fill the cream, or do you just want sugar? We have to fill hot chocolate, or do you really want watered down shit in a cup that kinda tastes like it, but not really? OR when your so busy doing all this, and you hear a customer say that your not working much, or that your not doing a good job. like the whole phrase “working hard or hardly working”. yeah, we’re neither. we’re working our freken asses off, thanks.

Penut's picture
Penut on January 13, 2010 - 07:06 Permalink

hey.I know what your talking about. But he doesn’t own them. the woman with grey hair does. Nobody trusts him, ive heard many stories. Yes, their both stressed out over home stuff, but they shouldn’t bring it to work. Go talk to him again. And threaten to go to the labour board. Ill even help.

rick's picture
rick on January 21, 2010 - 17:10 Permalink

I was just on a site www.timhortonsfranchise.com and it’s about a family who owned a couple of tim hortons franchises. After reading it you can understand how a store owner that doesn’t make any money can’t afford to give anyone a raise. If you think the employees are having a rough time imagine if your losing close to a $100,000.00 a year, I can only imagine what that would be like. The lawsuit lasted over 12 years and now you see 450 current store owners trying to certify a class action lawsuit for the same reason, no profits!! Check out the site and post a comment as there are many interesting ones on the feedback page. I for one will never enter a tim hortons again, and if you read how they treat the store owners you realize they do not care about anything except profits for the share holders. If your interested in buying a store check this site out.

Lynn's picture
Lynn on January 23, 2010 - 15:18 Permalink

In addition to reading this website, I also read the court decision on this case. Although the situation was unfortunate, the store owners must bear responsibility for much of the problems that they had. As far as the class action suit, one franchisee is trying to certify on behalf of other franchisees, who have not had an opportunity to opt out at this point. Things are not always as cut and dried as this family would have you believe.

oblivioustroll's picture
oblivioustroll on January 28, 2010 - 20:04 Permalink

Actually, when you buy an Old-fashioned Plain donut, you’re purchasing a donut with one of the highest calorie counts out of their entire selection. It’s a cake-style donut, and therefore is high in calories. People buy them because
a) The person may be diabetic, but would like to have a donut, and
b) Believe it or not, some people genuinely like the taste. I myself think they’re not bad, but not worth the calorie intake. Of course, you could say that for every single item on every single fast-food franchises menu. It’s rarely worth it.

P.S. I also laughed pretty hard at the people that post thinking this site is actually run by Tim Hortons. It’s sad to think there are people out there that are THAT stupid, but there you go.

tony perry is a dumbass's picture
tony perry is a... on January 28, 2010 - 20:39 Permalink

Nearly two years later, and your comment still comes off as immature and insane. Yes, you are owed ten dollars. The common sense thing is to go to the Area Manager YOURSELF (you can get that number by asking at any store in your area) and talk with them and continue that correspondence UNTIL YOU GET YOUR MONEY. That is what a SANE person would do, but not you!

Firstly, you’re sending this OH-SO-SCARY threat to a website that is in no way affiliated with Tim Hortons. How is it NOT obvious that this is a COMPLETELY DIFFERENT WEBSITE? Oh wait, it IS obvious (at least to anyone who isn’t retarded).

If you had used even an ounce of common sense, you would probably have your ten dollars. The fact that you believe you are entitled to a ‘substantial gift card’ for your ‘grief, embarrassment and humiliation,’ has me guessing that you are just another douchebag trying to take advantage of an industry that is unfortunately subjected to serving assholes like yourself.

P.S. Learn how to use paragraphs. For someone who has such an important job (human resource management, LOL, that’s right up there in importance with shovelling horseshit for a living), you sure don’t seem to be very good at expressing ideas and opinions in written form. Also, you don’t seem to understand how businesses work.
Have you died painfully in a fire yet? STILL WAITING.

Team Leader's picture
Team Leader on January 30, 2010 - 06:58 Permalink

That is wrong. The 8 hour shelf life is regarding to the donuts, or whatever that’s baked in the Always Fresh oven. Muffins, along with croissants and danishes, has 12 hours shelf life. Though products do sell out before expired, but really vary between stores and sales.

Team Leader's picture
Team Leader on January 30, 2010 - 07:04 Permalink

You’d be eligible for 1 contest for one themas refill purchase, for a chance to participate. You’d wouldn’t be getting anymore just because the themas serves 3-4 cup of coffee. You get a deal/discount for any refill as compared to making any individual purchases, so no more bargain other than that. Its like an XL = 2 M, or a L = 2 S coffee … would you expect 2 contest cup for an XL of L?

Team Leader's picture
Team Leader on January 30, 2010 - 07:28 Permalink

You’d be eligible for 1 contest for a Big Tim refill purchase, for a chance to participate. You’d wouldn’t be getting anymore just because the themas serves 3-4 cup of coffee. You get a deal/discount for any refill as compared to making any individual purchases, so no more bargain other than that. $6.50 would buy you 4-5 coffee at Tim’s a while back. Though a Big Tim serves approx. 6 cup equivalent to approx $7 — 8. So the math can be done and always a reason behind policies etc. So ultimately, do you want $2-3 savings (depending what year of the pricing is), or pay more to realize you win or not. Its like an XL = 2 M, or a L = 2 S coffee … would you expect 2 contest cup for an XL of L? Remind you after all, Tim Hortons is a business to make money. Most places get customer loyalty with pricing and rewards these days. The “customer is always right” thing is old-schooled and doesn’t apply these days, unless you’re like a Banana Republic multi-million business, or Starbucks paying 2-3x more for the like item.

Cat's picture
Cat on February 13, 2010 - 18:50 Permalink

What infuriates me about Tim Hortons is their stupid temporary promotions. They offer exceptionally good products — like the lemon danish and recently the to-die-for caramel apple fritters — let you enjoy them for a while and then take them away. What an irritating braindead “strategy”. I will not be buying anything there in the future and I e-mailed them to let them know that. My coffee comes from Second Cup now. Ripping mad.

confused's picture
confused on February 24, 2010 - 01:37 Permalink

i am confused. i have spent at least an hour reading just the first page of these and i just want to know : A) if i am 14 and wanting a job, is timmy’s a good starter job or is it as stressful as everyone is saying, B) what is the starter pay and C) do you think a 14 year old can survive at a job like timmy’s whithout dying of stressfulness disease

Ano's picture
Ano on April 7, 2010 - 23:36 Permalink

Maybe you should get a real job if you want to be treated better.

Ano's picture
Ano on April 7, 2010 - 23:46 Permalink

If you learn to spell, you might get a better job….

Ano's picture
Ano on April 7, 2010 - 23:52 Permalink

you are engaged (I assume married now), have kids, and work at Tim Hortons? Maybe you were fired for being a lowlife….. Kids are meant to work at Tim Hortons.

Ano's picture
Ano on April 7, 2010 - 23:53 Permalink

That’s horrible, the employee “stole” a timbit!!!! The company is going to go bankrupt!!!!!!!!

Ano's picture
Ano on April 7, 2010 - 23:56 Permalink

You are right!!!

You’re not getting paid to have fun, you’re getting paid to do work. And, its (hopefully) not something you’ll do for your entire life. You work there while in school, get your education, and then get a real job.

tiffah's picture
tiffah on May 2, 2010 - 02:29 Permalink

i really want a job in milton at tim hortins…and im 14 ..can that work,and what kinds of jobs does a14 year old get there.

Sarah123's picture
Sarah123 on May 3, 2010 - 22:33 Permalink

im starting my training at tomorrow at tim hortons..any tips u guys can give me?