Costa Coffee
reviews and complaints

1st of all this is my third email, 2 going the Costa platform, my complaint is regarding your Restaurants in and around Plymouth. I'm always willing to give credit when it's due but this time I'm not to happy, , with how your Coffee shops are going down hill regarding the cleanliness and not supplying serviettes! I must confess I still think you sell the best Coffee but please don't take the slippery slope I've seen it so many times when you think your untouchable before you know it it's gone

I visited Costa Coffee kiosk at New Delhi International Airport, Second Floor, Departure Hall on 29th January 2018 approximately at 3.57 pm local time. I was served by
Mr Akshay Kumar (Staff No: 802245);
vide Invoice No [protected];
ORD No: [protected].

I specifically ordered for Chai Costa and the barista prepared Tea Assam instead. I inquired after payment was made to Mr Akshay whether it was Chai Costa as I requested and he said yes. I showed the receipt where it clearly stated Tea Assam instead of Chai Costa and the price differ from the price of Chai Costa reflected in the menu. Mr Akshay reiterated the same; that it was Chai Costa like my order. Since this was not my first try of Chai Costa I was so sure the first coffee prepared was not Chai. I return the Tea Assam and we argued and the Barista then prepared the real Chai Costa. I then asked for a refund since Chai Costa amounted lesser than Tea Assam. My Akshay refunded the whole amount of the Tea Assam and refuse to accept my money to pay for Chai Costa and did not want to give the prepared Chai Costa. I then mentioned to Mr Akshay that I would complaint his action and he replied in a bad manner that I should just complaint.

I was so devastated with the customer service at Costa Coffee as my two visits at New Delhi International Airport were treated with poor attitude.

Yours Sincerely,
Coffee dependent.

My partner and I visited the Teesside Park Stockton on Tees Costa today but were very disappointed with the cold coffee, dirty tables and the long wait for our sandwiches to arrive.
As a regular customer to this store, today was most unusual in the poor service and poor quality of food.
My cheese and mushroom toastie was cold and had a strange 'onion' taste and our coffees were not pleasant as both Luke warm!

I've been to Costa in Gillingham quite a few times and the manager seems to be a total rude person towards her staff. You can easily notice she has favouritism between the girls and also racist! What a manager! Shame on you! This happened on the 1st of Feb, 2nd and last week been there too. Its sad to see all this happening... I just feel sorry for the girls.

Both my daughter and myself have had recent poor experiences at two different Costa outlets in Nottingham. On both occasions, the tops of the cups became too flexible and weakened when filled with hot coffee, resulting in the lid no longer fitting, and as we went to drink, hot coffee poured over us. My drink was a cortado, and hers was a Latte, different sized cups, but both with the same problem. The cups appear to be too thin to remain robust when hot. They are a safety issue.

I visited Costa 193 Western Road Brighton BN12BA on 07/01/2018 at 10.30 and whilst waiting in the queue noticed that flies were crawling over the unwrapped food. My husband and I decided not to drink or eat and spoke to 2 members of staff about the flies. The response was they knew about it and could not do anything about it during open hours and were doing their best when closed. We feel this response is unacceptable as they know they are selling food that is contaminated. I have informed Brighton Trading Standards. I would like to be kept informed of what actions your company have taken. Regards Judy Wright

I went into one of your shops this afternoon, 19 Chalk Farm Road, London, NW1 8AG at approximately 1:45 pm.

I noticed there were quite a few flies in the cake and biscuit display cabinet. I pointed this out to the 3 shop assistants, whom said they are aware of this. I told them the food should be covered. They said they are only fruit flies.
Flies are flies what ever the type, they carry and breed germs. This shop is used by people of all ages.
There was also a silver fruit bowl with rotting fruit at the other end of the counter.
I asked to speak to the manager and was told they were not available.

Kindly consider this a serious complaint for Costa Branch Egypt, Alexandria, Stanly as Me and my fiance today was there and the branch manager who's name is Amr came to me and talked in a very rude and unacceptable way as from his point of view I was sitting in an improper way and asked me to leave and I think this isn't the way you treat your customers or your policy

Dear Costa Coffee

Both my partner and I were in anticipation to try the Black Forest hot chocolate drinks that were advertised in the local newspapers.

We arrived at Costa Coffee based in 11-13 Golders Green Road, NW11 8HB today, Wednesday the 29th of November 2017 at approximately 14:30 and ordered two Black Forest hot chocolates.

I watched the Barista make the two drinks I ordered and noticed the fresh cream from the container she had, ran out of cream. She then stopped and placed the black forest syrup on top and placed the drinks on the tray ready for me to take to the table my partner was sitting at.

I asked the Barista if she could add more cream as it was nothing like the pictures in the advert and pointed to the posters on the wall behind her. She place a tiny extra cream and went the serve the next customer. I noticed there were also no chocolate sprinkles as also advertised in the newspapers and asked if this can also be placed on top. The Barista said there were none left.

I took the tray with the two drinks I ordered to my partner and we both were disappointed of the results of what we got compared to the expected Black Forest Hot Chocolate we were expecting from the adverts both in the local newspapers and the posters within the Costa coffee store.

I have taken a picture of the drinks we received and would like either the money back or a chance to get the Black Forest Hot Chocolate drinks we were expecting for the advertisements we have seen?

Please advise what action you will be taken to resolve this?

kind regards

Essen Rodriguez

Date of the incident: 19/11/17
Client number: Not known
Full description of incident:

I visited the Costa Coffee store in Blackheath and ordered a large Chai Latte. The store was very busy and when ordering, I was charged £3.20.
This is the correct price for a large coffee - however they gave me a regular sized coffee cup and when querying this, they were adamant that they only serve one size cups yet the prices reflect different sizes and I could clearly see the different size cups they were using.

Resolution of incident:

As the store was busy, they didn't provide me with a receipt even though I asked for one so have no proof of purchase. I want this looked into and the store investigated as I am not happy with being ripped off and charged a different price to what clearly is stated by Costa Coffee on the board. This is not what customer service is about and this is clearly ripping customers off.

The attached photo is the size cup that I was given.

Alison Turner

We were shopping in Sittingbourne Kent & fancied a coffee & on approaching Your shop You displayed a sign outside stating a free gingerbread man & mince pie. We went in & ordered 2 coffee's & paid for them. We sat down & whilst drinking the coffee We noticed the mince pie was missing. We informed the staff & were told the free mince pie was only included if We had purchased a large coffee which in My opinion is dishonest because it did not state that on the board outside! I suggest You get these signs altered or removed so as not to mislead the public . Mr. DAVID TURNEY. 2 PANKHURST ROAD, HOO, ROCHESTER, KENT. ME3 9DF. [protected]. email [protected]@sky.com. Date of visit to shop 22/11/2017.

On Friday 10th November 2017 at around 0930am I attended this store and purchased a tea for myself. I received one cup and one small tea pot and small milk jug containing milk. On finishing my tea I noticed a number of sharp broken porcelain pieces at the bottom of my cup that I had been drinking from! I was unaware where the broken shards of porcelain had come from or how they got into my cup. I was obviously shocked and very concerned as to whether or not I had swallowed any shards. I alerted the manager present, who originally served my at the till point who introduced himself to me as Mr Joe Fams. On closer inspection it appears that the milk jug I was provided with, was broken from the inside. It appeared that the broken shards of porcelain originated from there and obviously could not be seen by myself as they were covered with milk. He took down my personal details and contact email and offered me a free cupcake and drink which I appreciated - his customer service was good. Please enclosed and attached images:

However, I have not received any contact from Costa head office regarding this experience which I find appalling considering the serious risk this posed to one of your customers. Should this have been a small child's drink it is likely there may have been serious implications involved, it is very dangerous.

As a market leader within the coffee industry this isn't really acceptable service and I would expect a better standard; I am looking for some form of compensation for the concern caused.

I look forward to hearing from you.

Hi, I visit my local Ampthill Costa every day. The service is outstanding. However on 2 occasions now it hasn't been. Both times is when there was a covering Manager called Ben.
On the first occasion he was rude, he looked scruffy and was apathetic towards his job leaving me feeling I was an inconvenience being there. He then wouldn't give me a saucer for my latté. I explained I wanted one for my spoon upon which he told me to put it in my drink! I told him I don't wish to do this and insisted on a saucer which I then got. I don't appreciate being questioned about what I want. This man needs retraining in customer service. His behaviour and attitude are not acceptable.
The second incident happened today 20/11/17. Once again Ben was managing, but I was served by a girl called Chantelle I think. She was very unfriendly again leaving me feel like I was an inconvenience being there. She made my drink and I wasn't happy with it so I politely asked her to remake it. She didn't acknowledge what I asked just rather stroppily proceeded to re-make it. Staff like this is not what I come to Costa every day for. Courtesy and friendliness cost nothing. So I suggest she too is retrained in customer service. I spend a lot of money with Costa as I lI've the brand and the company as a whole and these two staff members are letting your brand down. Please can you respond to this via my email address. Kindest regards Mrs Iraina Kelly

Recently something appears to have changed either with your chai powder mix or with the way your stores have been instructed to make it. Until now for years I have regularly drunk it and as standard stores have added 4 scoops of chai powder to the mix. I always ask for it strong, with extra chai and therefore expect 5 scoops to give the flavour I am happy with. This has never been a problem but recently stores are using 2-3 scoops for a large chai, which makes it taste like nothing more than warm milk. This is not a one off and has consistently happened for the last month and even when asked to remake it has not been much better. Due to this I have come to the conclusion that I will not be visiting your stores anymore if it is only to be disappointed!

I visited the Mumbai international Airport T2 terminal shop (next to bistro) today, 14 th Nov 2017 between 10.40am to 11.35 am. I ordered for a cappuccino and gave the cashier 500 INR. I took the coffee, and forgot the bill and change. I took a seat there and worked for almost 25-30 mins, but the guy never came up with the change on his own. The bill was 237. And I lost 263. Please check your CCTVs for details. I am a short lady, and was wearing a Grey t-shirt. It is not about a nominal amount, it is about your credibility and service. Hoping to hear back. Thank you.
Ms. Tu[censored]a Chatterjee
Email id- [protected]@gmail.com

Hi, ate this from costa outlet in T2 international airport terminal near Gate 70 three hours ago. Bread was hard like a rock and I think it was a day or two old. Just landed in Dubai and I have a stomach pain.

I informed the staff not to sell those to anyone. Costa should avoid selling such stuff out there in the airport and cause such harm to people's health. If the brand was not there at the airport, I would have had snack from another brand and my quality of trip wouldn't have got affected. Very poor rating and will also write to airport authority to avoid such brands at public place.

A branch of costa coffee is based in our work canteen and is the only place within a couple of miles to buy coffee/snacks. as such I am continually frustrated by the lack of vegan options available and additionally by the lack of allergy information. I have asked several times for information about which products are dairy free and been told that I could only get that information for one product at a time. it took 40 minutes to provide information about the first product I asked about. After that I gave up.

So I was delighted to see a new product on offer (14.11.17). which was advertised as vegan. (Vegan Christmas mince pies). I ordered my usual double espresso and a vegan mince pie, only to be told that the vegan mince pies were only available with a milky coffee. In other words, the VEGAN mince pies were only available to NON-VEGANS.

Obviously, this can't be right and is incredibly stupid. I would like to see allergy information available on all products. I would also like to be able to buy a coffee of my choice and a vegan mince pie.

I did complain to the member of staff serving, but she said it was a management decision.

I went for a coffee to costa located in Putney shopping centre thinking that will have great coffee. I was shocked seeing how my coffee was prepared. Iam a Head Barista and can say that Simply your staff is not able to make simple latte.
Barista is pouring first milk into the cups. Then making expresso in small cups. Then pouring that into the milk...
Iam deeply disappointed with costa standards.

Total working mess... are staff trained in anyway at All?
Disgusting working environment, no communication and more interested in who was covering her shift than taking my order
appalling.
Someone dropped drink and it was mopped up without wringing mop, floor was left as wet as it was with spilt drink.
Staff need guidance
Junction 9 wednesbury approx 12md, 9th Nov

Whilst visiting costa in Eastleigh Woodside Avenue on Saturday for lunch with a friend there was no cakes or food on offer.
The toilets were also dirty and smelly.
Staff were also very rude and our drinks were wrong, made with full cream milk instead of skimmed milk.
I regularly use Costa in Romsey where I meet with friends for lunch, the Romsey costa is always well stocked and staff are friendly.
Am very disappointed with Eastleigh Costa and shall not be going back again.