Tim Hortons — Restaurant in Cobourg

I'm writing this review with the help of my son, who showed me how to share my concerns with the new owners of this lovely location. I didn’t want to leave a bad rating because I care deeply about this place, and I hope my words are taken kindly.

My husband and I have been loyal customers here since the late 1980s, if I’m remembering right. This Tim Hortons holds a special place in my heart. My older sister worked here in the early '90s—may she rest in peace—and two of my grandkids have also worked here over the years. My granddaughter was here between 2003 and 2005. I used to pick her up every weekend and she would spend the night with us. My grandson worked at another location, I think it was with a sweet lady whose name started with S or maybe P.

I used to come by two or three times a week, but lately—especially over the past five months—I’ve noticed the drive-thru has become very slow. It takes so long now that my husband once dozed off in the car, and my youngest grandson said he finished two full episodes of SpongeBob while we waited. I do understand that sometimes there are staff shortages, and that’s okay once in a while—but it seems to be happening almost every time now.

And when we finally get to the window, there’s a young man who always seems to rush us. I’m sure he means well, but it feels very different from how things used to be. I miss the days when Lucy, the manager, would say “have a good day” and make us feel welcome. I haven’t seen her in a while—I imagine she retired. Good for her, she worked so hard and truly cared about the customers. I think she would be heartbroken to see how things have changed.

Just the other day, I got rushed again and completely forgot to ask for my $3 change. It’s not just about the money—it’s the feeling of being rushed out, like we don’t matter.

We live right behind this location, and one time I told my husband, “Let’s go grab some coffee.” He joked that he’d go to McDonald’s and be back before me—and wouldn’t you know it, he was right. He even told me, “I bet this Tim Hortons will shut down before I do,” and he’s 87 years old now. Even my friends have started getting their coffee from McDonald’s and Starbucks. I’m the only one still holding onto my Tim Hortons cup, because all of them used to go to this location but they stopped because it's takes too long and you guys can't afford to keep losing customers. You guys already lost 8 customers, including my husband.

Please don’t take this the wrong way—I’m only writing because I care. I truly hope things improve, and I’ll keep coming as long as I can. You have a very loyal customer in me.

With warm regards, — A longtime neighbor...

I should have taken a video like that other reviewer did. Noticed a couple bugs on the dolce du leche apple fritters I was going to buy last week, and was immediately grossed out. Upon further inspection there were about three to four baby flies on each one of the four fritters. Took me telling the lady there three times she had bugs on the donuts before she even acknowledged what I said, and promptly did,,,,,,nothing at all. Fast forward to today, reticent about going in but it's very near my shop so I thought it can't happen twice,,,,,,right? Wrong, very wrong. The flies were exponentially worse this time, when I told the guy he took a quick look, then proceeded to smacked the wire rack around dislodging at the very least thirty baby flies. There was an actual swarm of flies in the donut case. I literally couldn't believe my eyes. He kind of chuckled when I asked if he was going to do something about it. It was at this time I noticed that the whole place was infested with flies. No strips or blue lights anywhere to be seen. The place is disgusting. On top of which they never get your order right. Used to get farmers wrap sub the egg for extra hash browns. When they do this they have to rebuild the wrap in the till for some reason, and the cheese that comes with it ends up being charged for. When questioned they say they can't do anything about it that's the way their till works. Over all just a horrible experience any time I go in. McDonald's is one street away, that Tim's franchise will never see a penny...

I express my sincere appreciation for the exceptional service and positive atmosphere at the Tim Hortons location known as the 'big store' in town. This particular establishment feels like a second home, consistently radiating positive energy. It's a place I genuinely look forward to visiting.

I am particularly impressed by the efficiency and dedication of the entire staff, especially during peak hours at the drive-thru. The team's ability to handle a high volume of orders with speed and accuracy is truly commendable. I would like to commend a specific individual, a white, slender, and exceptionally personable woman who may be the manager. Her commitment to customer care is truly remarkable. Whether she is working at the drive-thru window or assisting customers inside, she treats everyone like family, often remembering regular customers and their orders. I once observed her mopping the lobby, which speaks volumes about her down-to-earth nature and willingness to go above and beyond her managerial duties.

In my experience, it is rare to encounter a manager with such a strong work ethic and genuine care for customers. Her speed, diligence, and overall positive attitude significantly enhance the customer experience. It's clear she takes pride in her work and sets a high standard for the rest of the team. I consistently feel welcomed and valued whenever I visit this Tim Hortons location, and I believe this is largely due to her leadership and the positive environment...