This woman thinks Tim Hortons should limit drive-thru menu for faster service.

Heather MacNeal-Thorton took to Facebook to express her concerns with Tim Hortons drive thru wait times. 

She wants to start a online petition to ask Tim Hortons to change the menu to limit what you can get via drive-thru, or even limiting items/dollar amount spent. 

Stating, “I believe this is an issue now because of the items available on your menu that take more time to prepare.” 

Which is not untrue, Tim Hortons does have a long list of items on their menu available like baked goods, wraps, salads, sandwiches, soups, wedges, etc. 

Heather suggested even just limited the drive-thru to “just drinks and bakery items”. To decrease the wait time. 

The post has gathered more than 1,000 shares and thousands of comments! Some in support of it, but majority not. 


(to see post on Facebook CLICK HERE)

What do you think?  

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Categories: Opinion

Tags: , , , ,

72 replies

  1. I agree. I stopped using the drive throu as the price if gas is too height for the sake of a 2 dollar coffee

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    • You know what people, we are all entitled to our own opinions. Why are some of you being rude to Heather and those who agree with her???? OMG!!! We have enough hatred in the world….can we please respect others comments??? I think there should be an express lane for Coffee only, but also agree if you don’t have time to wait go inside, but usually its lined up as well, so let’s come to a solution instead of being rude, after all we see everyday in the News what anger can do to people….????? Heather I respect your opinion and hope we can come up with a solution with Tim Horton’s!!!!! Have a good day everyone!!!!!

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      • Thanks so much for defending my opinion! I posted this solely because I wanted to get managements attention from a customer service standpoint on a couple of ways they could improve their business. Or at least get them thinking about ways to improve.
        I am a good person and I believe their are a lot of good causes to fight for and would be behind those as well.
        The last thing I want people to think about me is that I have some sort of sense of entitlement.
        This was never meant as an attack on people’s habits just a way to solve a customer service issue.

        Thanks,
        Heather Thornton

        Liked by 1 person

    • All Im seeing is a bunch of rude people complaining about a petition to make a business better.

      At the end of the day its about BUSINESS. a faster drive thru means happier customers and a more efficient flow. I have actually left Tim Hortons all together in the past because i couldnt be bothered with the drive thru or walking in. So… theyre losing business.

      Also, not that it matters, but Tim Hortons is not high quality stuff, so you kind of expect the wait time to be minimal. I mean their competition is the home made coffee and Starbucks which take more effort.

      To be fair, I found out yesterday (while waiting in line instead of the damn crazy long drive thru), you can have a mobile pick up now. the customer walked in, went straight to the designated counter space, asked for his mobile order, and then walked out instantly with his two coffees and food. So, seems like they’re trying to address that. I may try it.

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    • I always thought they should have an express lane for people that just want a coffee…. Aswell on a bigger topic the government should ban transport trucks from using left two lanes and force them to use right lane only so we don’t have huge traffic every day. They take up both lanes and make the highway only one lane for cars

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  2. If it takes to long get off your lazy butt and walk in, no one is stopping you…

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    • Drive thrus are suppose to be fast and efficient …so the customer can get what they’re ordering and get on with they’re busy day…not every one has time to “get off their lazy butt” and go inside!

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      • Are you waiting hours? No get real . Get off you ars and walk in and get it .first 9ff your being lazy for not making your own coffee second it’s faster than you can make at home third there’s something wrong with your head if this is what you have to complain about waiting a few mins…. grow the f up!

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      • Most times….they put the faster people on drive thru. Most times going in takes more time. But I do, because I agree with drive thrus being quicker and not the place to order a family dinner. They put the subpar people at the counter. They shouldn’t even be competing with other places…they should have just stuck to coffee and donuts. I’ve stopped going there because service has drastically changed in the past few years. They will never lose business, so I don’t know what people even complain, if you don’t like it. Make your own coffee.

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      • Exactly, so maybe the person ordering their lunch doesn’t have time to go in either.

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      • well then make a choice either wait patiently or go inside or give up you’re tims as simple as that and drive throughs are convenient not just fast and efficient

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    • Drive thrus are suppose to be fast and efficient …so the customer can get what they’re ordering and get on with they’re busy day…not every one has time to “get off their lazy butt” and go inside!

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      • Drive thrus r suppose to be fast I understand that but I don’t see anyone saying how slow McDonald’s drive thru is most of the time u go through McDonald’s drive thru u have to wait forever I know that cuz I only went through to grab a drink and ended up waiting a half-hour for my drink.. I’ve never had to wait that long at Tim Hortons. Yes sometimes they r slow but that cuz they r busy. U got to clue in they r taken more orders when they r getting ur order ready.. if the drive thru is busy I always go in to get my stuff but sometime the drive thru is super busy and so is inside

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    • Actually, they ARE stopping us. Once you’re in the drive thru lineup, you’re stuck in it. They curb it so you can’t leave. I’ve been stuck in one with 6 cars ahead of me and cars behind me, curb on both sides of me. Stuck there….for 27 damn minutes!! 12 sammich eatin mofos!!

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      • Then buy a truck and go over the curb. Or better yet if you see six people in front of you are are in a rush, don’t be an idiot and just go inside. Or better yet make your coffee at home.

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    • I agree, I don’t mind waiting a bit longer. And where do we draw the line on what can and can’t be served?

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      • Just finished reading some of these comments. I am in utter disbelief. if drive thru is busy ,go inside. It doesn’t take any longer than sitting in the drive thru line. Just change your pajama pants before you leave home and all is well. Fawk people are so much about themselves these days, drives me nuts

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    • If you’re going to order a pile of food that takes time to prepare maybe you should get off your lazy ass and be thoughtful of others. This is not McDonald’s.

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  3. Give yourself extra time to go to drive through these people are not machines just a number just like you

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  4. you can always go to star bucks their drink taste like sewage and cost about $3 more but hey drive thru is fast 😉 seriously you can always make your coffee at home before you leave too 😉

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  5. Totally agree!! Maybe even have 2 drive thru’s maybe one for meals!!?? Something needs to change though!! Asap

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  6. How about an express lane for those of us who only want one coffee?

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    • And that works at the grocery store too right, 1-8 items and someone comes up with 20…the cashier isn’t going to turn them away.

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      • I saw this recently while shopping when a lady came up to cashier and ask of she could go through fast lane and had whole cart load of groceries. You could tell from cashiers face she didnt want to tell her no. Customers know better so why do they think they shouldnt t wait like the rest

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  7. It’s not a matter of getting off lazy butts… people have places to go and things to do such as appointments…meetings..work and more and would like to think that a drive-thru should be a faster route than having to park a car and go inside…it should be the ones that are buying things that take longer to prepare that should get off their lazy butts and go in so they aren’t holding everyone else up in the drive-thru…either that or please put in an express lane for coffee and quick picks thank you..

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    • A lot of Tim Hortons have an express drink line inside the restaurants during busy times..so if your local one does not have it then maybe suggest it at your locations.

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    • I am by no means lazy but I am in kidney failure so going in isn’t efficient for me, I tire very easy and thus have to use my walker at times. I’m only 46 and up until a few months ago I would walk inside. Does that mean I can no longer use a drive thru to get my sandwich…I don’t drink coffee. Not all of us are lazy some are just not as mobile as we’d like to be. 😦

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    • Maybe they can’t get off their ass literally. Maybe they are in a wheel chair and to do two extra transfers is painful for them. Maybe they have other physical or mental issues. Maybe alot of pain to walk that far. Maybe they just do well with large groups of people.

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  8. I’ve been to a couple Dunkin Diners franchises down in the States where as soon as your dollar amount for your order ($20) they direct you to pay and come inside to pickup. They even had designated parking for those orders.

    As for the comment of the lazy people getting off their butt and going inside, some of us do not have the option, like myself as I operate a taxi. If I were to sign off for 10+ minutes every time I wanted a coffee I would lose income. And as the Timmies (in my area anyways) focus on trying to make drive thru times the front counter staff is slow and generally neglected to improve DT service times.

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  9. I agree. There should be a limit.

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  10. I worked at a Tims before they had all the sandwiches and stuff. It was way faster to get through the lineups . I don’t think they should serve anything but coffee and donuts at the drive- thru.
    Just my opinion!

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  11. First world problems…

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  12. There are people with disabilities who should have an option to purchase things that those establishments sell, without having to unload their wheelchair, find accessible parking, etc. None of us are forced to use drive thrus, and we all know they can back up quite a bit, we have the option to go in, so we should just accept the frustration that comes with the choices we personally make.

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  13. I am sick and tired of sitting in my car for two coffees and having to wait while the construction workers or such in front of me order a buffet at the window..they should be made to go inside if they have 8 coffee and 5 bags of food…..rediculous….

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  14. coffee only please!!! All others can happily “get off their lazy butts” and order inside!!! Coffee only!!!!!

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  15. What a bunch about of selfish, self centered, arrogant coffee goers you all are. I’ve read each comment on this list and not one person is thinking about their health. Just their convenience. An idling car is a waste of your time, money and personal health related to the environment. Average there are 5-10 timmies in every city. Each lined up, each equally slow. Mcdonalds has around 3-5 yet their drivethru is rarely at a stand still… Efficiency keeps everyone moving and emissions minimal. Which keeps costs down for fuel, repairs & healthcare.

    Try thinking about more than your own 3 foot “bubble”. We are a community, we are all in this together.

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  16. Timmies now have an moble app that you can use just place your order and it will be filled as you drive to that timmies

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  17. I agree…..Nothing worse than trying to get a coffee on the way to work, and have to wait behind someone getting a grocery order. Drive thru should be for grab and go only.

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  18. This is the most ridiculous post! There are far more important things to be discussing than how long it takes to get coffee I. A drive through. If your life is so busy skip the drive through. Simple. Let’s talk about a real issue

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  19. Wow what a fantastic idea for somebody like me with a high needs child who finally falls asleep in the car and I’m starving to death so I should just sit there and do nothing because going through a Tim Hortons drive thru just to get a sandwich makes people incredibly angry 🖕🏽🙄😒

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  20. It’s also a really fabulous idea for anybody who’s handicapped. In a wheel chair? Just hope right off of your lazy butt and run in for those potato wedges you so desperately crave.

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  21. Rheumatoid arthritis having a flare up and your having trouble moving? Say no to your salad and ice cap because getting anything other than coffee is a sin. 👍🏽

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  22. Oh you poor senior citizen suffering from osteoporosis no Blt on a crossaint or chilli for you just get your tea and move on!

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  23. I find lot of people seem to always be in a hurry and have no patience; even if only one person is ahead of them. I do not think they should change the drive-thru; if you don’t have the time, then don’t go. Problem solved.

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  24. Truthfully- drive through in my town is prioritized over the incomes so that they don’t keep the vehicles idling outside. This has turned an opposite effect where more people are going through drive through to receive quicker service. There are many factors… I dare say that I would not feel comfortable limiting a parent that has small children in their vehicle that goes through drive through. Drive through has been a saving grace for many busy families. I really do think that it boils down to people’s best judgment, and unfortunately, not all judgment is the same. With minimum wage going up I doubt companies will hire more people to satisfy the wait times.

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  25. Here’s as idea…. Make your own coffee!!!!!!!

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  26. Their drive through just isn’t designed for longer orders. McDonald’s can handle it because they use a two-window system and have a drive thru parking area to put the orders that are taking too long. It’s a well oiled machine. Limiting the number of items won’t work because one specialized panini will take as long as a panini, 3 donuts and a coffee.

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  27. I say don’t take the drive through and get off your ass and walk in lol have a great day

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  28. Then have two lanes at Tim’s drive thru’s..one for coffee and quick baked goods..the other for breakfast sandwiches etc..things that take longer to make. I went through a McDonald’s yesterday (it has two lanes) one girl at first window had to take your order,, tell you to go to first window to pay..she then has to alternate by taking an order over speaker system for one Custer, then as customers are arriving at first window to pay she had to see to that customer ready to pay….then she goes back on to her headset and takes another order..that’s why. McDonald’s drive thru’s are so slow. Tim’s have many employees with headsets on for taking drivethru orders…however all t takes is a few drivethru customers ordering 5/6 different breakfasts etc and everything slows down,

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  29. I work at a Tim Horton driv thru, and you are right people should not order large orders at the drive thru. However, what would really speed things up is if customers had their money ready when they get to the window. Than there are the people who park on the other side of the lane were I have to hang half way out the window to pass the order out. Head office frown on us pulling cars ahead for big orders. Maybe you should talk to them about that. The other thing is when people have to put everything away before they move on. We are timed from the time the customer gets to the speaker to the time they drive away from the window.

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  30. It doesn’t depend on the size of the order it depends on how productive the employee is in doing their job in my experience. Can go to one and take for ever just for coffee & bagel then go to a different Tim’s order same thing and WOW have it in no time flat. Now thats being interest in your job postion.

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  31. I don’t have an issue with the wait times.. if I choose to go through drive thru then I choose to wait.. cuz they aren’t just making drive-through orders, they’re making restaurant orders at the same time.. if they just did coffee and donuts they would never be able to keep up with the coffee and you would have to wait for a new pot anyways. I’ve worked at a Tim Hortons and I know how busy they can get. Dozen times I’ve Saturday drive-thru for a fast food restaurant or more than 10 or 15 minutes. It doesn’t matter where you go.

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  32. Would be nice but there is no way to regulate it. The general public won’t care enough to follow the guidelines. Are they going to turn away a car in the middle of a drive Thru for ordering too much? Nope.. it would cause more issues than it would solve. The public will just have to use common sense…and well….. common sense isn’t too common anymore.

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  33. Or how about supporting a local coffee shop with NO LINE. You know Tim’s is owned by a Brazilian company right? NOT CANADIAN.

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  34. All you whiners gave me a awesome business idea! A drive-thru coffee shop called Wayne Gretzky, 2 line ups, one express where there is coffee and donuts, and the other food orders, same building, 2 sides with a median in the center, so if you want food while you are in the express lane, then you have to come around and get into the food line-up! there problem solved! I will be taking go fund me donations any time now!

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  35. I go through drive-thrus if I have time to wait and because I don’t want to unload 3 small children to go inside (especially in the winter or if any are sleeping) … And I’ll order whatever I want, thank you very much.

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  36. Maybe just during rush hour.

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  37. Lazy ass bitches working in timmies lol

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  38. It’s a drive thru for a reason. Does McDonald’s limit their menu in case the person behind my $50 order is only getting a drink or a cone? If you’re concerned that the person in front of you has a large order and you might have to wait then how about you go in for your one coffee. Limiting items at a drive thru so it’s faster is actually the dumbest thing I’ve heard in awhile.

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  39. I go through a very very busy drive thru. I often see much more than just coffees going out the window as I am there early in the morning. I have watched to see what is faster, the drive thru or going inside by watching people who enter behind me. I am still out before them. I don’t have the kind of time to go inside so no I don’t agree with limiting what is ordered but maybe how payment is made as when someone is paying cash they need change and that takes time!

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  40. I use the drive thru not because I’m lazy but often because I’m the only one in the car with my toddler son. Do you have any idea how long it takes me to get him in and out of his car seat, let alone a restaurant with people in it. I’m not being lazy, I’m just trying to make my day a little easier. I also don’t order more than a coffee and a bagel though so my order really doesn’t take that long. Often times they don’t tell me the total until I get to the window and it doesn’t show up on the screen, so when I get there I have to see if I have enough change or if I’m paying with debit.

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  41. stupidest thing i ever heard….if you are such in a rush go inside or go to mcdonalds/irving and get your coffee… we have a right to order what we want in the drive thru. plus they would loose business if they did this which i highly doubt they would even consider

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  42. If you need to buy, a full meal for twelve people, two snot faced kids, and a chihuahua the tim hortons drivethru is not the place. When the hell did it become OK to order 7 different sandwiches, 2 bagels (one toasted, one lightly toasted) a chili 6 different soups, along with coffees with 16 different combinations of ingredients and decaf, but wait no they meant tea but with 2 bag in and 6 bag out and the rest steeped? as someone who worked at timhortons in their youth GO TO HELL, make your own or get out of the drive thru and walk into the restaurant, put on your clean pjs so you’re not ashamed to be in public, some people just want a medium black coffee and have 10 minutes to get to work.

    and to all the comments telling the people just wanting a coffee to not be lazy and go inside, you’re severely mistaken those people should be the ones in drive thrus. the workers don’t want your 50 item order in drive thru.you’re the ones they see as lazy.

    Side note. a lot of people don’t understand tim hortons wants you to have 25 second window times. you lose marks every time you’re over as a store, so with those massive orders you are also taking bonuses and rewards away from the staff as making 12 food items in 25 seconds is impossible.

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  43. I agree they should limit drive thru items to coffee and drinks. Takes so long when your trying to get to work and the person orders a bunch of stuff.

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  44. I agree that the Tim Horton drive-thru should be limited to coffee and baked goods. As well as the people with the “handicap” sticker on their windshields. It drives me nuts when I have only ordered a coffee and the person in front of me ordered 5 bags of food. If you want food, go inside. The drive-thru I thought was meant for fast efficient service.

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    • really??
      , I thought that the drive thru was meant for everyone’s convenience, sometimes its not possible to go inside, especially if you are accompanied by 2 or 3 or 5 children, or if you have problems getting around..

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  45. Tim Hortons Drive Through Window Should Be For A Coffee And A Donut

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  46. who says drive-thru are all about speed and not convenience?????.. There are people with disabilities that cannot get out of their vehicles and inside without a lot of problems.. Should they have to unfold their wheel chairs and stumble into them to go inside because you are in a hurry.????. There are mothers with children strapped into car seats that would be very inconvenienced unstrap them, put on jackets and go inside.. Do these people not have the right to go to Tim Horton’s for a coffee and a sandwich?? should the mother only be able to order for 2 of her children and not all 3 because there is a limit?? come on people, the extra minutes it takes these people should not be a big deal.. If you are in that big of a hurry, do yourself a favor and get your coffee else

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  47. In early 2000’s one of the Tim Hortons’ in Fredericton had a line for Coffee, Doughnuts, and Muffins ONLY! Nothing worse than someone ordering groceries for 4 or 5 people in the Drive-Thru!

    Like

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