Costa Coffee review: Stourbridge customer service experience

Dear Costa Coffee,

my friend and I visited your outlet today in stourbridge, in the Ryemarket. We ordered two large gingerbread lattes. I thought from the board they came in medium and large. I now Know its small and medium. Although the price was £4.40, I was asked for £4.65, we paid separately. I queried this, but was told that is how much a large would be, no problem. The original lady that served us filled two large cups put on tray and walked off. We were a bit bemused and said to another lady at the counter, don't we get a gingerbread man and cream ? she was horrible to us from the off, saying no you don't get one with that. We said we were a bit confused as we asked for two large gingerbread lattes. At this she grabbed both cups and chucked them down the sink. We didn't know what was going on, my friend said to the lady that all we asked was where was the gingerbread man and cream. She made two more in the large mugs, with hardly any coffee and gingerbread syrup, and cream, her demeanour and attitude towards us left a lot to be desired. The coffee was cold, my friend went back to ask for a serviette as she'd spilt a little, the serviette was thrown at her by the same employee. At no point were we ever rude or awkward. There was absolutely no excuse for the attitude or behaviour we received. I don't go to Costa very often, after this experience I won't ever be back again. I had arranged to meet another friend there next week, but I've rearranged to another venue. For nearly £5 a cup, we can do without a cold latte and certainly the attitude and rude conduct. We are absolutely flabbergasted. There were 3 employees one guy with a beard, the original lady who took the order and made the drinks, she had red hair and glasses. Then there was the rude lady, slightly chubby, dark blond hair, tied up. I would not be surprised to she loses you a lot of custom. I'm absolutely disgusted.

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