(Courtesy: @Isabelledesjardinss/ TikTok & @timhortons/ Instagram)
The excitement for Tim Hortons’ comeback of their famous grilled cheese was short-lived with multiple Canadian customers sharing their disappointment on the quality of the sandwich.
Tim Hortons’ cheese and bacon melts hit the stores on May 27, starting from $5.79.
“We’re so excited to give our guests what they’ve asked for by bringing back our Cheese Melt and Bacon Melt – there’s something about grilled bread and gooey, melted cheese that makes for a craveable, comforting meal,” Tim Hortons’ Head of Innovation Matthew Feaver said in a press release.
But Torontonians are complaining online that the grilled cheese lacks the “gooey, melted cheese.”
TikTok creator Isabelle Desjardins thought “life was worth living again” upon the item’s release, until she saw a cold block of cheese in her sandwich.
Many Canadians shared her disappointment online.
“‘Barely melted,’ it’s a straight cheese block,” one TikTok user commented.
“Mind you, this is NOT the first video I’ve seen of the cheese not melted,” another added.
One alleged Tim Hortons user tried to explain the process, stating the employees did it wrong.
“Worker from Tim’s here, they need to change the build of it. It comes with 4 slices of processed cheese, then shredded cheese on top. We put it on the grill for 70 seconds, THE CHEESE WON’T MELT,” the alleged employee wrote.
But some Canadians say that Tim Hortons is always disappointing.
“‘I’m really disappointed’: everyone who orders Tim Hortons,” one user wrote.
“Just make it at home,” another suggested.
Tim Hortons commented on her video in hopes of resolving the issue and improving service.
“Hi Isabelle, thank you for bringing this to our attention, we can all agree a mistake was made here and we’re sorry about that. We’d like to connect you with guest services so we can share feedback with the restaurant team directly. We just sent you a DM.”
But she’s not the only Canadian to receive that message.
Another TikTok user, Carrie Hoeble, shared a similar experience with unmelted cheese.
Tim Hortons commented the exact same message under the post, except replacing the name with Carrie instead of Isabelle.
The Brandon Gonez Show has reached out to Tim Hortons for a statement and they ensure that Tim Hortons is working on maintaining company standards when it comes to quality.
The company says that they have received a lot of excitement upon the announcement of the return of the beloved sandwich. “We have sold over 400,000 Melts since we launched just a few days ago and the very large majority were prepared and served according to our standards,” reads the statement.
“What makes a Melt great is the grilled bread and melted cheese – we accept the feedback that we haven’t gotten it 100% right, so are working with Tims restaurant owners who are doubling down on training to ensure guests are served a great Melt every time – whether in our drive-thru or at the restaurant counter,” the statement adds.
Following the recent news that Dunkin’ will enter the Canadian market between late this year and early 2027, and amid the ongoing criticism of their national local hires campaign, Tim Hortons faces a significant challenge in rebuilding customer confidence.
