Costa Coffee
reviews and complaints

When an offer is put forward the offer cannot be changed so when i asked for two hot chocs and two cake offers it should have been passed as two transactions not for the server to decide. my words were clear but what can you expect? not promises as her actions showed - she tried to serve another customer before me who was standing in the wrong place because hed gone around me standing at the till. She was backed up by the manageress in this wrong behaviour and we left without having cake or hot choc and had to pay again at another restaurant. I know its considered infra dig to "antagonise" the customer but the customer will vote with his wallet at the very least. As I am hard done by in life I do not believe in Christian forgiveness until the wrongdoer makes it up to the victim. You being a company are not a Christian you believe in the law not rough justice. Such is life, you believe in the law when the law is absurd. Have a nice life.

I visited Costa on Morpeth High Street on Saturday morning 17/09/22. I picked up a cheese and ham toastie each for myself and my partner. As I got to the till I looked up and saw the offer for a breakfast deal. So, I stated to the member of staff I am going to pop these back if it's ok and I will get a breakfast bap so I can get the £2.00 deal that you have. I went and got 2 sausage sandwiches. The order was processed but the bill seemed high. I requested a receipt. On checking I noticed that the sandwich went through as full price. I approached the counter to question this and was told by what I can only presume was the team leader, that the small print states it is only sausage sandwiches. I told her actually I told the lady at the till that I wanted the deal, I went to get bacon sandwiches and you didn't have any so I picked up sausage. At this point she really should have said the deal was not applicable to the sausage sandwiches and so I could decide to change perhaps back to cheese and ham, as there was no benefit in swapping. She looked at me with a blank look and said, well what do you want me to do then? I felt a little taken a back, because what I wanted was the deal honoured... not because I financially struggle in life, but more because I had been mislead. I stated again that it was unfair because I actually swapped my sandwich and discussed this fact at the till and was given misleading information and believed I was getting the deal and find out later I did not. Again, she repeated what do you want me to do about it now? She said do you want a refund? I presumed she meant a refund of the difference, so I agreed yes, I would. At which point she said, well bring your sandwiches back over and I will refund you.

I must admit, I was totally gutted to have to give my breakfast back, but I felt that either I accept being over charged or I return the food. I did not enter Costa with the expectation that I could sneak a deal out of your customer service team. It was all essentially a misunderstanding; however, your team leader made me feel humiliated and that I was somehow not worth offering a reasonable solution to. So essentially, she would rather throw the food away, than honour the deal I had discussed with your member of staff at the till. I am not impressed at all and wanted you to know about my experience.

I have been a regular Costa customer for some time. Today I was told all cups even when staying in would be takeaway. The staff member started to put a lid on my cup I informed her I didn’t need one; I was staying in. She replied that I had to have a lid on to make sure I didn’t spill and burn myself. The cup and lid, like everyone else’s, went in the bin when I’d finished. This is absolutely ridiculous what a waste of resources. I will not frequent Costa coffee again until this policy changes.

This morning before boarding my train at Norwich station I bought a Cordado at Costa it was like warm milk the worst I’ve had. This is my preferred coffee and normally quite intense especially as I have a skinny one. Took two sips and threw it away would have rather given the £2.85 to a homeless person. The girls who served my me lovely I have to say.

6/9/22 London coney in the next shop.

Time 4.30 to 6.30 eight if the tables were piled high with refuse cups plates etc. there was small flys as well as a few bigger flys. We use the site as a catch up meeting place but we were disgusted with the mess. Other clients had to move dirty things off tables to another crowded table to be able to sit at the table. When I enquired if there was anyone else working I was informed that there was only the two girls who were serving a constant stream of clients. The ladies came and cleaned when there was a gap in the stream of people who apologised when she saw me photograph the mess. It was disgusting and the flys were really annoying. I felt like I was back in Australia batting of the flys!

Normally a good place for a cuppa, service has gone down hill. The manager walked away from me at the till and got another member of staff to serve me, earlier on in the day when my mother in law went in they were laughing at her and snickering in front of her for no reason making her feel belittled. Whilst on my visit with my boyfriend after my order had been taken the manager buzzed a member of staff out of the back to start pointing at my boyfriend and giggling talking about him behind his back. When walking out my boyfriend said see you to an old college and got ignored for no reason. The tables were dirty and other customers in store who we spoke to picked up on this also. The marshmallows I was given were stale, hard and not edible.

We went to Costa in St Anne's-on-Sea on Saturday 13th August at about 2pm. My daughter was first in a long queue and ordered 3 drinks, an ice tea and 2 mango slushie type drinks. I was sitting waiting, watching our bags. After about 10 minutes waiting, I wondered why it was taking so long. I watched other customers being served straight away, and even getting food, eating and leaving, whilst my daughter patiently waited for her 3 drinks. Then after serving the last person, she noticed my daughter, and was like, "oh, what was it again?" and she repeated the order, so she had obviously not forgotten but chose not to serve her until she end. This was 30 minutes later! No apology at all, and took her 2 minutes to make then. I was fuming! I couldn't complain because my daughter is too lovely and nice to make a fuss, so I left it. It was such a hot day and I wasn't well as I suffer from kidney failure and vasculitus and the heat was making things hard and I just wanted a cool dri k. This service ruined our day, I will never use Costa again.

I was offered a free cake for my Birthday from your Company. When I enquired about this I was told I needed the app to claim it. I do not own a smartphone as due to suffering 2 strokes & a brain hemmorage I have lost all short term memory therefore learning anything new is impossible. The woman was short and very condescending to me and this isn't the first time she has had this attitude towards me - she was just as rude when the lock-down was on even though counter service was available to take away at the time. I have used the Shepton Mallet branch for nearly 11 years now and this is not acceptable. She talked to me as if I was an idiot, in front of other staff and customers waiting to be served. I do not usually resort to making a complaint but for it to happen to me twice I felt the need to.

Today the afternoon of 10 August 2022 I went to Costa cafe in Hammersmith and ordered a piece of Banana Cake and a cup of cappuccino. I received a piece of cake of haif inch. It was very thin piece comparing to it's price. I always order this cake in other Costa's branches and they served it in a reasonable size except this time I feel I ate nothing with my cappuccino. This is not an acceptable service to a very loyal customer to Costa.

Today at about 11am, I visited costa coffee in Leeds road in Huddersfield. It was a bad experience. When I was ordering from this tall arrogant blond man I was very uncomfortable because of the way he spoke to me with his bad and racist attitude. I ordered medium energised latee with coconut milk and one shot of vanilla flavour, a small cappuccino for my friend and some cookies. He charged me £10.45. I paid but I couldn’t ask him a question because I felt very intimidated and anxious. I moved to wait for my order. The girl who made my coffee was nice and very helpful she could sense that I wasn’t happy. She made my coffee which was not what ordered at all, a large energised latee with 4 or 5 shots of vanilla and normal milk. The coffee floated of the bowl mug it was disgusting. So I went to my table my friend was shocked she said how they could serve coffee like that messy. I went back to that kind young lady. I put the coffee on the serving desk and I said I am not happy with this. She said that what was on the receipt. And then she made me another coffee which was what I ordered from the first. They looked at like it was my fault or I came from a different planet. Yes I am a Muslim and wearing a scarf. Is that their problem.? This is not the first time that your arrogant nasty staff ruined my meeting and my visit to your costa. Actually I am thinking to band going to costa for good. However, before doing I will make sure to pass on this message to all my friends and family and on social media. Also I am going to report a hate incident to hate crime department. Thank you

I have been a regular customer at Costa at Lowestoft quay industrial estate, practically every day, for a few years for a coffee on my break. Over that time the service has become very unprofessional, with staff to busy joking about with each other while customers wait etc. Including complaining about other customers to me while I am being served. I have always just ignored this and been polite and friendly to the staff.

Yesterday, 7/8/2022, the normally friendly staff were all very off with me, and I overheard one say to another to only give me half a cup so I don't come back. I was simply waiting in the que and had done nothing to deserve this kind of behaviour. The staff then continued to give me off looks the whole time I was there drinking my coffee.

I don't find this to be acceptable customer service and am very disappointed, especially after having been a regular customer spending between £50 - £80 a month for years. They got what they wanted.. I won't be back.

I went into Costa Coffee New Bridge road London today

I brought a coffee and snack to eat in, I then asked where the toilets were and informed they were out of order, when I enquired how long for the staff said one week

This is a disgrace and I thought it was a legal requirement when an establishment provides eat in food and drink that toilets should be provided. To have no facilities is not only poor service but discriminatory to other people, disabled people and those with medical conditions and children

Please get back to me to let me know this is resolved

Also if you are providing toilets for staff and not customers maybe you should consider opening up this facility if the customer one is out of order

Cheryl Walder

Was left waiting at the till while staff wher laughing messing about. I was the only customer waiting to be served. Every item I ordered was out of stock so compromised to my daughters disappointment. She is autistic so changes are often a major upheaval and distressing

Chloe who served me made my drinks in cardboard cups and then forgot the rest of my order went about serving another customer. Leaving my drinks on the counter. Eventually she returned and after I told her she forgot the cakes and gave me the rest of my order.

The cakes were manhandled into a bag and shoved through the hatch at me and continued to serve. At no poinf did she use tongues or gloves she picked it up with her bare hands . I then had to wait again to ask n be provided with a try and a plate. No cutlery was available either. How are we supposed to eat. ?

Sat down upstairs when tried the brownie it was stale and hard. Awful.

The state of the shop in general was dirty unclean tables and food over the floors Upstairs seating was no better.

Total waist of money went in the bin and left. Will not use Costa again and its my local I use daily. Will used the M&S opposite from now on. Absolutely no need to be treated in the rude manner from your staff. You have just lost a loyal customer of many many years.

Regards

Liz Bradley

I have found it impossible to register to use my Costa Card as your system will not recognise my e-mail address. Furthermore I cannot talk to a human being to rectify this as your Customer Service Tel No is non-operational.

To make things worse I cannot use your form to advise you of this as once again you do not recognise my e-mail address. No other company I have dealt with has this problem.

I am totally disgusted with this, and wish to know how Costa Coffee justify offering such poor servicde

I was at you Costa in M1 toddington services

When I was next to order my drinks I asked for a mango frap I was refused that I asked why they said they were to busy to do it , so I asked for a vanilla and coconut iced and

They refused to do me any cold drinks while I was waiting for the Latte they served someone else who asked for the Mango Frap and he was not refused they made his for him the lady who refused me Was very rude when I asked why I wasn’t allowed they same drink the man had ordered she told me it was to late and they were to busy and it would be an half an hour wait for me . It was 9.30 am on a Saturday morning and there was 3 people working I didn’t get the lady’s name as she refused to give it to me , but she was the only coloured lady working , the others was a man and an Asian lady who didn’t talk to me or even say they would make it, it was as if she had the last say so I am not sure if she was the manager

Hello I have just been to Costa Coffee on Ecclesall Road and the service was very poor. There was only two people working behind the counter. I was standing in the queue for a good 15 minutes and I had to walk out.

The service was very poor and the queue was so long. It was that bad the tables were full of cups and paper it looks like the cleaning has never been done. I have taken a photo of this

I will no longer go to Costa Coffee again

I asked today if I had any free coffees. I was told that my card was not registered even though I was sure I had.

I tried to register again but it told me the email was already registered. After talking to a member of staff he said to try another email address which I did. The staff member still could not say whether it had registered or not. It’s my birthday on Friday, I’m 90 and still hope I can get my free coffees and my free birthday cake.

My first email address was

[protected]@gmail.com

The second was Brendahill [protected]@gmail.com. Can you please help resolve this matter

Cannot get Costa card to work and cannot reset password as I never receive emails to enable me to reset it.

Have also tried to register to use Costa app but it says my email is already registered and gives no other options.

I have tried to get in touch via online feedback form twice now. I have as yet had no reply to either.

Today I tried to telephone Costas head office only to be told that this number is no longer available.

I have just visited your branch in angel. 2 of your staff were too busy chatting whilst making my coffee. Then did not ensure they put the lid on properly of my hot mocha.

I lifted the drink before I could leave the spot the hot boiling drink burnt my whole left hand. Your staff stood there and just watched.

No offer for ice or tissue. I had to request this. One of them then had sense to offer whether I’d like to use the toilet to wash my hand.

This is unacceptable. In return I got a refund but not even the coffee. Thank you for burning my hand. The hands i heavily rely on for work. Disgusting.

Wednesday 20 July

Visit to Costa, address above.

I sat outside. Very, very dirty. There must have been over 100 cigarette butts and other rubbish around the tables. There had been no cleaning of the outside for a long time.

When discussed with staff we were told they were not responsible for the outside. It was maintained by the site.

That maybe correct but as the site isn’t doing the job surely pride in the branch would prompt a quick brush of the outside seating area each morning.

Very poor and disappointing attitude