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Costa Coffee Customer Service Phone, Email, Contacts

Costa Coffee
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1.2 502 Reviews

How responsive is Costa Coffee's customer service?

32 Resolved
469 Unresolved
Very poor 🤒
We don't know much about how Costa Coffee handles customer complaints outside ComplaintsBoard, but what we see here, on our website, is quite disappointing. We think there might be reasons for the company's actions (like not knowing about the complaints), and we would be happy to see them among customer-focused businesses that easily solve customer problems. But until that happens, we ask reviewers to be cautious when dealing with Costa Coffee and using their services, and to carefully read the experiences of other customers on ComplaintsBoard, because who is warned is armed, you know! 💪
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L
11:20 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Costa Coffee Coffee received whilst sitting in

Today 18/12/2020 I was with a friend for a coffee at Costa within Next Coatbridge.
We sat in for coffee but once we left Costa, we instantly became aware of shooting pains in our abdominal area. We hadn't had anything to eat in store just the coffee but we felt awful after it. I'm not sure if perhaps the milk was off but for the remainder of the day we have felt sick, in constant pain and feeling awful.

I feel as a loyal customer of Costa that its fair to let you know as feedback is important as is a good will gesture as it could possibly be
because milk left out all day can contribute to food poisoning.

Kind regards

Miss L Miller

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J
4:52 am EST
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Costa Coffee Moldy food

27/11/2020 - Drive Thru, Ashdown Business Park, Michael Way, Maresfield TN22 2DU
Ordered Oak milk latte, sugar free caramel shot and a sausage bap.

£5.41 all together.
25 points earnt, no receipt just the payment on my Apple pay and Costa app.

Get to work, about to eat my bap and there is mold on the bun!

Disgusting - What on earth is the rest of the food like?! Storage and handling is clearly not managed properly. Let alone food hygiene!

I'd like to know how this is going to be sorted. I was luckily enough to see the mold before eating the bap itself! What about the rest of the food sat there with it? Contamination?! Makes me feel sick just thinking about it.

I love that Costa too, staff are great and friendly but mold on the food is not acceptable.

I have attached photos to this complaint.

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T
12:37 pm EST

Costa Coffee Paid using app - money taken - costa maidstone never received order

Good Evening

I have tried several time to communication with you regarding an order placed via your app 17th November 2020 at 10.15 am
Order No : 10002290360
1 Flat White Coffee £1.72
1 British Pork Sausages Bap £3.56

Yes it not a very large order - whilst in Maidstone Town banking on 17th November 2020 at 10.15 I used the app for the 1st time to order food rather than wait in the queue and save time.

Did thing what a good idea but I was wrong Costa Shop assistance said they hadn't received the order and would need to pay again if I wanted the the food. The Sausage Bap wasn't available and I don't eat bacon. The guy serving said they hadn't be set up for the app and I would hopefully get the money back which still hasn't happened.

So if Costa know the app isn't working in some of there shops why are they still taking the order's and taking the money? Even if they displayed a notice explaining this with a contact details so you could claim the money back?

I'm obviously very disappointed with Costa as a company and feel this should be addressed ASAP taking money from customer with out supplying the goods is not acceptable.

Would appreciate an email back [protected]@msn.com

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L
11:30 am EDT

Costa Coffee Unfair treatment

My friend and I were refused sit in service as there were no available tables. I pointed out to the manager that we had waited patiently in line, but as we reached the point of ordering, one of the customers behind us in the queue went and sat at the newly vacated table that, by default, should have gone to ourselves, leaving his companion still behind us, to continue with ordering. I spoke with the manager, fully anticipating he would explain to the queue jumper his error, but he refused. We had to have takeaway or nothing. Costa did not have our revenue today and I do not envisage them having it anytime soon. We appreciate the requirement to adhere to Covid restrictions and fully support them. We do not support poor manners and even poorer management of these sort of situations. For future reference, should you wish to be seated inside a Costa, just wander in, take an available table, and let your friend stand in the queue. Those already waiting in the queue may not get seated and will have to leave, but you'll be okay - and the management will do absolutely nothing about it.

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1:05 pm EDT

Costa Coffee Poor service

I was standing in the queue to purchase coffee when a staff member who was extremely rude raised his voice telling us to stand on the floor markings and keep our distance, which if he looked would have seen that we were all on the correct spots. The lady in front of me turned to tell me that she had been waiting over 20 minutes the same staff member then came back and was extremley rude yet again. There was also no table to sit at as each table had dirty cups on them. I have visited this branch many times but after this incident from this rude member of staff I will no longer go back there

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J
1:46 pm EDT
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Costa Coffee Sunglasses

I purchased two pair of women's Costa sunglasses a few months ago. I just recently received them, and while they were in Costa packaging they were no where near what I ordered. Not only are they not the write style, or color, they are plastic almost toy like. (each pair were supposed to be black frames with blue lenses) See pic below of what I received. Not sure how to get my money back or where to send them to Very frustrated in so many ways! Please help

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8:27 am EDT
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Costa Coffee Customer service

Hastings East Sussex went on yesterday [protected]) About 2.30 ordered a medium latte 1/4 of froth if I wanted a small I would of ordered one! Coffee all down the side of the cup and lipstick marks, clearly had not been clean properly and not been checked by staff. When making a complaint She was very rude like it was my fault, wouldn't go back.

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8:48 am EDT
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Costa Coffee Dealing with customers

To Whom it may concern

Ive been using Costa Coffee for the past 9 yrs in Kingsheath Birmingham.
Recently the customer service hasn't been what I would expect from such a prominent coffee shop chain .
Understandably these are uncertain times we are living in because of the Corona virus.
I feel the manager of this particular Costa needs a fresh course in Customer Service.
Government guidelines are being followed but the way some staff and management are talking to Customers is wrong and I would like this situation to be addressed .
I feel the staff maybe under stress from management which is being transmitted to the customers .
I am sure this situation can be rectified othey once they are made aware of it.
There are plenty of coffee shops on the High St so if this current situation isn't resolved I will have no other option but to take my custom elsewhere .

I look forward to your response

Best Regards

Akid

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T
8:18 am EDT
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Costa Coffee Holding tables for preferred customers

I am currently sat in Costa coffee inside the Tesco store in Haydock. There is a balcony with tables over looking the store and 2 tables free when I was served. 1 table was being held for a customer behind me so I asked to sit on the remaining table. I was told no because I'm a single person and that is held for 4 people. Bearing in mind there were 2 other empty 4 seater tables empty in the store, I don't see the issue. Firstly tables shouldn't be held for people they obviously know (first name terms), it should be first served basis. Secondly the server was being a jobs worth not letting a paying customer sit where they wished when the store is not busy. Not great customer service.

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M
10:20 am EDT
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Costa Coffee Service

My wife and myself decided to go for a coffee to Unit 2 Herten Triangle, Herten Way, Doncaster this morning.
On arrival, we were told that there were no available seats, ( Covid Regs), the only service available was takeaway, which we declined.
It was noticed, however, that a customer was taking 3/4 seats to play around with his laptop!
When we drew this to the staff's attention, they said that it was not policy to ask customers to move on in this way.
I do not know how long he had been there, but my experience is that they buy a coffee and take an inordinate amount of time messing about with their machines to the detriment of other customers requiring a drink.
The point is that why do Costa allow people to use their premises as offices in this way.
We are good customers at Costa outlets and thoroughly enjoy your "flat whites", I would like to continue doing this.
Mike Clarke

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Update by Mike & June Clarke
Jul 27, 2020 10:40 am EDT

What is your policy on customers using inordinate time on playing about with laptops in your premises?
This is invariably at the cost of other customers having to wait for their drinks.
My experience today was going for a coffee to be told that there were no seats available due to Corvid. regulations. The only service available was takeaway.
This I declined.
However, it was noticed that one individual was taking 3/4 seats to mess about on his laptop! with no concern to other needy customers.
When this was brought to the attention of the staff, they said it was not policy to approach customers in this way.
So it seems that your premises are being used as offices by these people to the detriment of other worthier customers.
What do you have to say?
From two deserving customers!

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R
2:30 pm EDT

Costa Coffee Not being allowed to use the toilet

Just been refused access to a toilet in costa coffee in Sevenoaks (even though I showed my bladder and bowel card) because apparently the light isn't working. I said I didn't care about turning the light on and I could use my phone. I begged them because I was desperate to urinate and they still said no. I was a customer as well because I had just bought a coffee off of them so it wasn't like I just walked in off the street asking to use the toilet. I explained to the staff that this was an emergency and like I said above I showed them my genuine bladder and bowel card from the bladder and bowel society and they basically didn't really care. I suffer from interstitial cystitis which makes it almost unbearably painful to hold urine in the bladder for longer than a few minutes. Staff had no understanding what so ever.

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M
10:41 am EDT

Costa Coffee Straight forward double espresso shot (in a can)

Bought 4 of the above cans of coffee from my local Coop in Torquay. What a disappointment, it was like drinking water with a hint of coffee. This is nothing like drinking the real thing, it was weak beyond description.
Not sure what you can do about it, but no wonder they were reduced down to a £1 each.
You could send me a voucher to the value of £4 or you could ignore it. Regards MW Moore.
[protected]@hotmail.co.uk
27 Braddons Hill Rd East
Torquay
TQ1 1HB

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C
10:16 am EDT
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Costa Coffee pods for dulce gusto

I love the taste of the latte pods and we spend about £15 a week on them. However we are wasting a large amount because they are spurting out liquid everywhere. We thought it was our dulce gusto machine so we bought a new one only to find that it was doing the same thing. We have thrown loads of pods in the bin because of this and bought a machine when we didn't need to. I'm really unhappy about this.
Mrs Clare Maxwell

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trespass
, GB
May 13, 2020 10:29 am EDT

Yes I also am experiencing coffee pods bursting open. 16 drinks in a box but if half of them are defective, it starts to get a pretty expensive drink, which is a shame because the americano which is the main culprit is excellent coffee. disappointed!. I hope costa are sorting this problem. d beatty.

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L
9:20 am EST

Costa Coffee Large tall boy stainless steel travel mug

I'm complaining about a large stainless steel Travel mug, my husband brought me for Christmas, And was very happy to receive this as I have used costa coffee / hot chocolate quite a bit, the problem with the product is when you try to drink for it, it dribble out and gone over two of my White work top,
So I have to use a straw to drink from this, and I think this is unacceptable.
I've complained on the Costa coffee site over a week ago and haven't heard anything back, I think this is a very poorly managed site,

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5:01 pm EST
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Costa Coffee Baby changing door lock

I was in the baby changing toilet with my little girl, after sorting her I used the toilet that was available.
I had a problem locking the door, it was a big heavy sliding door and a lift handle up to lock. However it never caught on to actually lock the door.
When using the toilet another customer managed to slide the door open when it was supposed to be in the lock position. I was left feeling embarrassed and had to actually remove myself from the loo to close the door over.
I complained to an employee which his reply was that they had previous complaints about it. Obviously nothing has been done since those complaints.

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10:44 am EST
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Costa Coffee Deliberate disposal of mouth retainers by staff.

Please see attached.

I was assured in August that the case would be reviewed whilst I was on holiday. I was initially offered £30 compensation which I turned down. I asked for a complete refund to be considered and was advised that I would be contacted on my return from holiday. Despite continual emails, I have received no follow up call except from the manager of the franchise who claims that they are not liable. The email sent by her clearly states that the retainers were disposed of, therefore the are completely liable.

The service from the customer complaints department has been dreadful, with constant promises of follow up calls and an initial admission by Costa Coffee that this behavior was unacceptable and that I should replace the retainers and keep the receipt to claim back.

Please see the email trail below.

Resolver Case 8176697
Complaint against Costa Coffee by Georgina Taylor Generated 10/01/20 at 14:01 GMT

Case Details

Company: Costa Coffee
Service: Coffee shops
Reference:
Date Raised: September 26th, 2019 07:11
Restaurant name and location: Wyndley Leisure Centre, Sutton Coldfield
When it happened: June 28th, 2019
Where it happened: 70 Frederick Road, Sutton Coldfield, West Midlands, B73 5QN

3 / 27

What I want: The full amount of the retainers to be refunded as was agreed with them at the time.
User account email [protected]@hotmail.co.uk

Timeline

Day 1 - 26/09/19 email sent 07:09 GMT: "Lost Property..."

Day 8 - 03/10/19
email sent 06:10 GMT:
"No response to my complaint..." unsent document uploaded 06:10 GMT:

Day 15 - 10/10/19
email sent 06:10 GMT:
"No response to my complaint..."
email sent 06:10 GMT: "Issue still unresolved..."

Day 32 - 27/10/19
email sent 10:10 GMT:
"Dissatisfied with the response I've received..." unsent document uploaded 10:10 GMT:

Day 62 - 26/11/19
email sent 10:11 GMT: "Issue still unresolved..."

Day 69 - 03/12/19
email sent 20:12 GMT:
"No response to my complaint..."

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EMAIL
sent on 26/09/19 at 07:09 GMT

attachments:
2852614-Costa Response Tom.docx [application/vnd.openxmlformats- officedocument.wordprocessingml.document]
2852615-Costaphoto.docx [application/vnd.openxmlformats- officedocument.wordprocessingml.document]
If you are unable to open any of the above links then you can open the file directly from the files/sent folder contained within this zip.

Lost Property
Dear Sir / Madam,

I am writing to you to raise an issue about: Coffee shops

The issue that I have experienced was: My son Thomas wrote to Costa regarding the deliberate disposal of his mouth retainers, by a member of the Costa team at Wyndley Leisure Centre back in June. Tom accidentally left his retainers on the table, and when he realised his error, returned to the store where he was advised by the employee who had disposed of them, that they were in the bins, and he told my son where to ‘feel free to go and look through them'. The employee has since denied this, and states that he merely told my son where the bins were but that he didn't advise him to go through them?
I have asked how my son would have known which bins belonged to Costa Coffee (as they are colour coded according to the Leisure Centre) without very specific instructions. The employee was unable to answer that question.

In the original email from Costa, they advised that telling a customer to go and look through any bins is totally inappropriate and should never have happened.

I have had several conversations with the franchise manager, who has claimed that they have checked the CCTV and that apparently the retainers were actually on the floor and were swept away. (Tom disagrees that they were on the floor. I have also asked to see the evidence of this and so far been refused) as a further point the excuse for deliberately throwing them away was that they are unhygienic. I put it to the manager that should somebody have left false teeth behind by accident, would the employee have thrown them away? The manager and employee both failed to answer.
The actual answer to that question would have been to wear a pair of gloves and wrap them up; it would not have been to dispose of them.

If it is a health and safety issue then might I also bring into question how big a health and safety risk it is to advise a teenager to go through bins without any form of protection? The manager of the Leisure Centre gave Tom a ‘grabber' to save using his hands.

I have since contacted both the manager and been into store to speak to the area manager in there as I have had absolutely no correspondence (without persistently chasing)

I visited the store (in August) to try and speak with the area manager that I had previously spoken to but soon realised that I was actually speaking to the staff member responsible for disposing of the retainers. When I politely asked him why he did it and whether he would have done the same with a mobile phone, a gold watch, a child's dummy or bottle etc. he couldn't answer, but what he did say (and laughed) when I advised that I had a witness statement from the manager of the Leisure Centre who found Tom going through the bins was ‘who have you had one from there, no such person even exists' and also claimed that ‘you don't have a leg to stand on!' Unfortunately for your employee that person does exist, and I have all his details.

The replacement retainers were £161.40 (for which I have the receipt) and I was advised to keep the receipt for a full refund. (For further reference the employee argued with me in the store that the cost of the retainers was actually only £80 and that I was making the figure of £161.40 up. I had the receipt with me and showed it to him, to which he then made no further comment) I am appalled at not only his behaviour but also complete arrogance.

I was both angry and extremely upset that I had been spoken to in this way, and I immediately contacted head office again prior to our family holiday to complain about the behaviour of the employee and also about the fact that he has blatantly lied. The area manager told me that he apparently claimed he didn't know that it was a retainer, and thought it was a piece of plastic, and yet in his statement and verbally to me in the store he admitted that he saw what he described as a ‘gum shield'. He further went on to advise me that it was Toms fault for leaving them in the first place. I asked would he say that to a customer who had ‘accidently' left a mobile phone/purse etc. and would he have disposed of it and given them the same reason that he gave us (we both know that that the answer to this is an absolute no) again he failed to answer the question.

I am also well aware that all lost property is kept for several months as the duty manager on that day advised me of this and showed me where all lost property is kept in the office. She also advised that they have coats that people left 6 months ago still sitting in the office unclaimed. The area manager commented that it took Tom some 3 hours to realise he had lost them and return to the store (which it did because he was on foot) however there is property in store from 6 months ago, so the length of time taken to return to store by Tom is completely irrelevant.

I have now been back from holiday for almost 6 weeks and have had absolutely no communication from anyone regarding this matter. I was offered £30 on 6th August as a ‘gesture of goodwill' which in light of the way we have been treated, the blatant lies by the Costa employee and distinct lack of regard for this incident, I turned down.

I was advised that on my return from holiday a further investigation into the matter would have been completed, that the employee would have been spoken to further about his disgraceful customer service (he has already been spoken to about what he did in the first place) and yet there has been absolutely nothing.

It occurred on: 28/06/2019

This meant that I have had to pay out for something which is absolutely essential following 2 years' worth of braces for my son and this has come at a huge cost to me because a Costa employee took it upon himself to not only dispose of something he recognized was a personal belonging but then followed this up with a barrage of lies. Unfortunately his version of events lack any form of substance, and are not backed up with any witness statement unlike mine. This has now gone on for far too long with very poor communication from Costa Coffee and therefore I am writing to you to resolve the issue.

The full amount of the retainers to be refunded as was agreed with them at the time.

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Yours faithfully, Georgina Taylor
Restaurant name and location Wyndley Leisure Centre, Sutton Coldfield

70 Frederick Road
Sutton Coldfield West Midlands B73 5QN

-----------------------------------------------

Resolver improves outcomes for everyone. Find out how we can help your organisation at https://www.resolvergroup.com/?utm_source=rg

Resolver Case Reference: RES8176697

This user's email address [protected]@hotmail.co.uk has been authenticated by Resolver.

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EMAIL
sent on 03/10/19 at 06:10 GMT

No response to my complaint
Dear Sir or Madam,

I have contacted the customer services team at Costa Coffee with my complaint, but have not yet received any form of response.

Therefore I am following up my original letter in the hope that we can achieve a resolution. As I am sure you understand, the situation as it stands is very frustrating and I would be really grateful if we could move forwards towards a solution.

What happened: My son Thomas wrote to Costa regarding the deliberate disposal of his mouth retainers, by a member of the Costa team at Wyndley Leisure Centre back in June. Tom accidentally left his retainers on the table, and when he realised his error, returned to the store where he was advised by the employee who had disposed of them, that they were in the bins, and he told my son where to ‘feel free to go and look through them'. The employee has since denied this, and states that he merely told my son where the bins were but that he didn't advise him to go through them?
I have asked how my son would have known which bins belonged to Costa Coffee (as they are colour coded according to the Leisure Centre) without very specific instructions. The employee was unable to answer that question.

In the original email from Costa, they advised that telling a customer to go and look through any bins is totally inappropriate and should never have happened.

I have had several conversations with the franchise manager, who has claimed that they have checked the CCTV and that apparently the retainers were actually on the floor and were swept away. (Tom disagrees that they were on the floor. I have also asked to see the evidence of this and so far been refused) as a further point the excuse for deliberately throwing them away was that they are unhygienic. I put it to the manager that should somebody have left false teeth behind by accident, would the employee have thrown them away? The manager and employee both failed to answer.
The actual answer to that question would have been to wear a pair of gloves and wrap them up; it would not have been to dispose of them.

If it is a health and safety issue then might I also bring into question how big a health and safety risk it is to advise a teenager to go through bins without any form of protection? The manager of the Leisure Centre gave Tom a ‘grabber' to save using his hands.

I have since contacted both the manager and been into store to speak to the area manager in there as I have had absolutely no correspondence (without persistently chasing)

I visited the store (in August) to try and speak with the area manager that I had previously spoken to but soon realised that I was actually speaking to the staff member responsible for disposing of the

retainers. When I politely asked him why he did it and whether he would have done the same with a mobile phone, a gold watch, a child's dummy or bottle etc. he couldn't answer, but what he did say (and laughed) when I advised that I had a witness statement from the manager of the Leisure Centre who found Tom going through the bins was ‘who have you had one from there, no such person even exists' and also claimed that ‘you don't have a leg to stand on!' Unfortunately for your employee that person does exist, and I have all his details.

The replacement retainers were £161.40 (for which I have the receipt) and I was advised to keep the receipt for a full refund. (For further reference the employee argued with me in the store that the cost of the retainers was actually only £80 and that I was making the figure of £161.40 up. I had the receipt with me and showed it to him, to which he then made no further comment) I am appalled at not only his behaviour but also complete arrogance.

I was both angry and extremely upset that I had been spoken to in this way, and I immediately contacted head office again prior to our family holiday to complain about the behaviour of the employee and also about the fact that he has blatantly lied. The area manager told me that he apparently claimed he didn't know that it was a retainer, and thought it was a piece of plastic, and yet in his statement and verbally to me in the store he admitted that he saw what he described as a ‘gum shield'. He further went on to advise me that it was Toms fault for leaving them in the first place. I asked would he say that to a customer who had ‘accidently' left a mobile phone/purse etc. and would he have disposed of it and given them the same reason that he gave us (we both know that that the answer to this is an absolute no) again he failed to answer the question.

I am also well aware that all lost property is kept for several months as the duty manager on that day advised me of this and showed me where all lost property is kept in the office. She also advised that they have coats that people left 6 months ago still sitting in the office unclaimed. The area manager commented that it took Tom some 3 hours to realise he had lost them and return to the store (which it did because he was on foot) however there is property in store from 6 months ago, so the length of time taken to return to store by Tom is completely irrelevant.

I have now been back from holiday for almost 6 weeks and have had absolutely no communication from anyone regarding this matter. I was offered £30 on 6th August as a ‘gesture of goodwill' which in light of the way we have been treated, the blatant lies by the Costa employee and distinct lack of regard for this incident, I turned down.

I was advised that on my return from holiday a further investigation into the matter would have been completed, that the employee would have been spoken to further about his disgraceful customer service (he has already been spoken to about what he did in the first place) and yet there has been absolutely nothing.

To resolve this: The full amount of the retainers to be refunded as was agreed with them at the time.

Yours sincerely, Georgina Taylor
Restaurant name and location : Wyndley Leisure Centre, Sutton Coldfield Reference:
Address: 70 Frederick Road, , Sutton Coldfield, West Midlands, B73 5QN Original complaint date: 26/09/2019

Resolver Case Reference: RES8176697

This user's email address [protected]@hotmail.co.uk has been authenticated by Resolver.

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UNSENT DOCUMENT
uploaded on 06:10 GMT
AF7B5547-27DF-49FF-876F-A13BCF276D4E.jpeg
2875340-AF7B5547-27DF-49FF-876F-A13BCF276D4E.jpeg [image/jpeg]

Unsent documents have been uploaded to the resolver case but not sent to the company.

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EMAIL
sent on 10/10/19 at 06:10 GMT

No response to my complaint
Dear Sir or Madam,

I have contacted the customer services team at Costa Coffee with my complaint, but have not yet received any form of response.

Therefore I am following up my original letter in the hope that we can achieve a resolution. As I am sure you understand, the situation as it stands is very frustrating and I would be really grateful if we could move forwards towards a solution.

What happened: My son Thomas wrote to Costa regarding the deliberate disposal of his mouth retainers, by a member of the Costa team at Wyndley Leisure Centre back in June. Tom accidentally left his retainers on the table, and when he realised his error, returned to the store where he was advised by the employee who had disposed of them, that they were in the bins, and he told my son where to ‘feel free to go and look through them'. The employee has since denied this, and states that he merely told my son where the bins were but that he didn't advise him to go through them?
I have asked how my son would have known which bins belonged to Costa Coffee (as they are colour coded according to the Leisure Centre) without very specific instructions. The employee was unable to answer that question.

In the original email from Costa, they advised that telling a customer to go and look through any bins is totally inappropriate and should never have happened.

I have had several conversations with the franchise manager, who has claimed that they have checked the CCTV and that apparently the retainers were actually on the floor and were swept away. (Tom disagrees that they were on the floor. I have also asked to see the evidence of this and so far been refused) as a further point the excuse for deliberately throwing them away was that they are unhygienic. I put it to the manager that should somebody have left false teeth behind by accident, would the employee have thrown them away? The manager and employee both failed to answer.
The actual answer to that question would have been to wear a pair of gloves and wrap them up; it would not have been to dispose of them.

If it is a health and safety issue then might I also bring into question how big a health and safety risk it is to advise a teenager to go through bins without any form of protection? The manager of the Leisure Centre gave Tom a ‘grabber' to save using his hands.

I have since contacted both the manager and been into store to speak to the area manager in there as I have had absolutely no correspondence (without persistently chasing)

I visited the store (in August) to try and speak with the area manager that I had previously spoken to but soon realised that I was actually speaking to the staff member responsible for disposing of the

retainers. When I politely asked him why he did it and whether he would have done the same with a mobile phone, a gold watch, a child's dummy or bottle etc. he couldn't answer, but what he did say (and laughed) when I advised that I had a witness statement from the manager of the Leisure Centre who found Tom going through the bins was ‘who have you had one from there, no such person even exists' and also claimed that ‘you don't have a leg to stand on!' Unfortunately for your employee that person does exist, and I have all his details.

The replacement retainers were £161.40 (for which I have the receipt) and I was advised to keep the receipt for a full refund. (For further reference the employee argued with me in the store that the cost of the retainers was actually only £80 and that I was making the figure of £161.40 up. I had the receipt with me and showed it to him, to which he then made no further comment) I am appalled at not only his behaviour but also complete arrogance.

I was both angry and extremely upset that I had been spoken to in this way, and I immediately contacted head office again prior to our family holiday to complain about the behaviour of the employee and also about the fact that he has blatantly lied. The area manager told me that he apparently claimed he didn't know that it was a retainer, and thought it was a piece of plastic, and yet in his statement and verbally to me in the store he admitted that he saw what he described as a ‘gum shield'. He further went on to advise me that it was Toms fault for leaving them in the first place. I asked would he say that to a customer who had ‘accidently' left a mobile phone/purse etc. and would he have disposed of it and given them the same reason that he gave us (we both know that that the answer to this is an absolute no) again he failed to answer the question.

I am also well aware that all lost property is kept for several months as the duty manager on that day advised me of this and showed me where all lost property is kept in the office. She also advised that they have coats that people left 6 months ago still sitting in the office unclaimed. The area manager commented that it took Tom some 3 hours to realise he had lost them and return to the store (which it did because he was on foot) however there is property in store from 6 months ago, so the length of time taken to return to store by Tom is completely irrelevant.

I have now been back from holiday for almost 6 weeks and have had absolutely no communication from anyone regarding this matter. I was offered £30 on 6th August as a ‘gesture of goodwill' which in light of the way we have been treated, the blatant lies by the Costa employee and distinct lack of regard for this incident, I turned down.

I was advised that on my return from holiday a further investigation into the matter would have been completed, that the employee would have been spoken to further about his disgraceful customer service (he has already been spoken to about what he did in the first place) and yet there has been absolutely nothing.

To resolve this: The full amount of the retainers to be refunded as was agreed with them at the time.

Yours sincerely, Georgina Taylor
Restaurant name and location : Wyndley Leisure Centre, Sutton Coldfield Reference:
Address: 70 Frederick Road, , Sutton Coldfield, West Midlands, B73 5QN Original complaint date: 26/09/2019

Resolver Case Reference: RES8176697

This user's email address [protected]@hotmail.co.uk has been authenticated by Resolver.

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EMAIL
sent on 10/10/19 at 06:10 GMT

Issue still unresolved
Dear Team Manager,

Wyndley Leisure Centre, Sutton Coldfield

I am writing to complain about an issue with Coffee shops.

I have already raised my issue within your organisation, but I feel that my issue is still unresolved, hence my need to involve you in helping to resolve this problem.

Here is what happened: My son Thomas wrote to Costa regarding the deliberate disposal of his mouth retainers, by a member of the Costa team at Wyndley Leisure Centre back in June. Tom accidentally left his retainers on the table, and when he realised his error, returned to the store where he was advised by the employee who had disposed of them, that they were in the bins, and he told my son where to ‘feel free to go and look through them'. The employee has since denied this, and states that he merely told my son where the bins were but that he didn't advise him to go through them?
I have asked how my son would have known which bins belonged to Costa Coffee (as they are colour coded according to the Leisure Centre) without very specific instructions. The employee was unable to answer that question.

In the original email from Costa, they advised that telling a customer to go and look through any bins is totally inappropriate and should never have happened.

I have had several conversations with the franchise manager, who has claimed that they have checked the CCTV and that apparently the retainers were actually on the floor and were swept away. (Tom disagrees that they were on the floor. I have also asked to see the evidence of this and so far been refused) as a further point the excuse for deliberately throwing them away was that they are unhygienic. I put it to the manager that should somebody have left false teeth behind by accident, would the employee have thrown them away? The manager and employee both failed to answer.
The actual answer to that question would have been to wear a pair of gloves and wrap them up; it would not have been to dispose of them.

If it is a health and safety issue then might I also bring into question how big a health and safety risk it is to advise a teenager to go through bins without any form of protection? The manager of the Leisure Centre gave Tom a ‘grabber' to save using his hands.

I have since contacted both the manager and been into store to speak to the area manager in there as I have had absolutely no correspondence (without persistently chasing)

I visited the store (in August) to try and speak with the area manager that I had previously spoken to

but soon realised that I was actually speaking to the staff member responsible for disposing of the retainers. When I politely asked him why he did it and whether he would have done the same with a mobile phone, a gold watch, a child's dummy or bottle etc. he couldn't answer, but what he did say (and laughed) when I advised that I had a witness statement from the manager of the Leisure Centre who found Tom going through the bins was ‘who have you had one from there, no such person even exists' and also claimed that ‘you don't have a leg to stand on!' Unfortunately for your employee that person does exist, and I have all his details.

The replacement retainers were £161.40 (for which I have the receipt) and I was advised to keep the receipt for a full refund. (For further reference the employee argued with me in the store that the cost of the retainers was actually only £80 and that I was making the figure of £161.40 up. I had the receipt with me and showed it to him, to which he then made no further comment) I am appalled at not only his behaviour but also complete arrogance.

I was both angry and extremely upset that I had been spoken to in this way, and I immediately contacted head office again prior to our family holiday to complain about the behaviour of the employee and also about the fact that he has blatantly lied. The area manager told me that he apparently claimed he didn't know that it was a retainer, and thought it was a piece of plastic, and yet in his statement and verbally to me in the store he admitted that he saw what he described as a ‘gum shield'. He further went on to advise me that it was Toms fault for leaving them in the first place. I asked would he say that to a customer who had ‘accidently' left a mobile phone/purse etc. and would he have disposed of it and given them the same reason that he gave us (we both know that that the answer to this is an absolute no) again he failed to answer the question.

I am also well aware that all lost property is kept for several months as the duty manager on that day advised me of this and showed me where all lost property is kept in the office. She also advised that they have coats that people left 6 months ago still sitting in the office unclaimed. The area manager commented that it took Tom some 3 hours to realise he had lost them and return to the store (which it did because he was on foot) however there is property in store from 6 months ago, so the length of time taken to return to store by Tom is completely irrelevant.

I have now been back from holiday for almost 6 weeks and have had absolutely no communication from anyone regarding this matter. I was offered £30 on 6th August as a ‘gesture of goodwill' which in light of the way we have been treated, the blatant lies by the Costa employee and distinct lack of regard for this incident, I turned down.

I was advised that on my return from holiday a further investigation into the matter would have been completed, that the employee would have been spoken to further about his disgraceful customer service (he has already been spoken to about what he did in the first place) and yet there has been absolutely nothing.

. This happened on June 28th, 2019

The full amount of the retainers to be refunded as was agreed with them at the time.

Please reply back via this email address, as I would like to keep all my communications in one place. Yours sincerely,
Georgina Taylor

70 Frederick Road

Sutton Coldfield West Midlands B73 5QN

RES8176697

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EMAIL
sent on 27/10/19 at 10:10 GMT

Dissatisfied with the response I've received
Dear Sir or Madam,

I am writing to complain about an issue with Coffee shops at Costa Coffee. I have contacted your customer services team with my complaint, but am dissatisfied with the response I've received so far. This is because:
I have received no reply to my detailed email which explicitly questions why my sons retainers were disposed of . I received a telephone call from Costa Coffee explaining that the store in question is a franchise and that they would ask the manager to contact me by telephone. I asked why I had not received any response to the questions I had raised and the manager said she had responded to my son who has raised the email originally. I explained that he is a minor and that the emails from this case are from me and that they should be communicating with me The manager stated that they take no responsibility for disposing of the retainers. She also stated that the person responsible did not know what they were.
I then checked the email from her sent to my son in which she has clearly stated that the retainers were disposed of with the rubbish. This therefore admits total liability for their disposal.
I wish to raise this above her management level and to a specific complaints department as no appropriate complaints process has been followed by her.
I am happy to provide her email response to my son admitting liability for their disposal.
As I am sure you understand, the situation as it stands is very frustrating and I would be really grateful if we could move forwards towards a solution.

Yours sincerely, Georgina Taylor
Case reference: Wyndley Leisure Centre, Sutton Coldfield Reference:
Address: 70 Frederick Road, , Sutton Coldfield, West Midlands, B73 5QN Original complaint date: 26/09/2019

Resolver Case Reference: RES8176697

This user's email address [protected]@hotmail.co.uk has been authenticated by Resolver.

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UNSENT DOCUMENT
uploaded on 10:10 GMT
Georgina Taylor
2951270-A2976093-DCC2-49D2-8723-04BF03D2CD01.png [image/png]

Unsent documents have been uploaded to the resolver case but not sent to the company.

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EMAIL
sent on 26/11/19 at 10:11 GMT

Issue still unresolved
Dear Head of Customer Services, Wyndley Leisure Centre, Sutton Coldfield
I am writing to complain about an issue with Coffee shops.

I have already raised my issue within your organisation, but I feel that my issue is still unresolved, hence my need to involve you in helping to resolve this problem.

I previously included the response from the team leader of Wyndley which categorically states that the retainers were disposed of by staff. All previous conversations deny that this happened and that the staff member apparently did not know what they were. The email received contradicts this which clearly deems the staff member responsible and Wyndley liable for the disposable of personal items. I have allowed more than adequate time for a satisfactory response which I have yet to receive.
I also need to remind you that suggesting to a child that he should go and look through large industrial bins with no adequate protection OR supervision of any sort is a serious health and safety issue and that alone should be escalated, At the time of the original email you agreed that this was totally unacceptable and yet this has had no impact on the outcome of the issue. I will be escalating this as a separate issue to a third party for their advice, so please be prepared for
That's also.
My suggestion would be that you advise Wyndley to respond formally to me, answering all the points I have laid out, as they have failed to do this and unfortunately they have a responsibility to do so.
I am aware that it is a franchise however you offered me £30 as compensation previously on their behalf which I rejected, and therefore you clearly have the ability to resolve such issues on their behalf.

For information the case is detailed below.
Here is what happened: My son Thomas wrote to Costa regarding the deliberate disposal of his mouth retainers, by a member of the Costa team at Wyndley Leisure Centre back in June. Tom accidentally left his retainers on the table, and when he realised his error, returned to the store where he was advised by the employee who had disposed of them, that they were in the bins, and he told my son where to ‘feel free to go and look through them'. The employee has since denied this, and states that he merely told my son where the bins were but that he didn't advise him to go through them?
I have asked how my son would have known which bins belonged to Costa Coffee (as they are colour coded according to the Leisure Centre) without very specific instructions. The employee was unable to answer that question.

In the original email from Costa, they advised that telling a customer to go and look through any bins is totally inappropriate and should never have happened.

I have had several conversations with the franchise manager, who has claimed that they have checked the CCTV and that apparently the retainers were actually on the floor and were swept away. (Tom disagrees that they were on the floor. I have also asked to see the evidence of this and so far been refused) as a further point the excuse for deliberately throwing them away was that they are unhygienic. I put it to the manager that should somebody have left false teeth behind by accident, would the employee have thrown them away? The manager and employee both failed to answer.
The actual answer to that question would have been to wear a pair of gloves and wrap them up; it would not have been to dispose of them.

If it is a health and safety issue then might I also bring into question how big a health and safety risk it is to advise a teenager to go through bins without any form of protection? The manager of the Leisure Centre gave Tom a ‘grabber' to save using his hands.

I have since contacted both the manager and been into store to speak to the area manager in there as I have had absolutely no correspondence (without persistently chasing)

I visited the store (in August) to try and speak with the area manager that I had previously spoken to but soon realised that I was actually speaking to the staff member responsible for disposing of the retainers. When I politely asked him why he did it and whether he would have done the same with a mobile phone, a gold watch, a child's dummy or bottle etc. he couldn't answer, but what he did say (and laughed) when I advised that I had a witness statement from the manager of the Leisure Centre who found Tom going through the bins was ‘who have you had one from there, no such person even exists' and also claimed that ‘you don't have a leg to stand on!' Unfortunately for your employee that person does exist, and I have all his details.

The replacement retainers were £161.40 (for which I have the receipt) and I was advised to keep the receipt for a full refund. (For further reference the employee argued with me in the store that the cost of the retainers was actually only £80 and that I was making the figure of £161.40 up. I had the receipt with me and showed it to him, to which he then made no further comment) I am appalled at not only his behaviour but also complete arrogance.

I was both angry and extremely upset that I had been spoken to in this way, and I immediately contacted head office again prior to our family holiday to complain about the behaviour of the employee and also about the fact that he has blatantly lied. The area manager told me that he apparently claimed he didn't know that it was a retainer, and thought it was a piece of plastic, and yet in his statement and verbally to me in the store he admitted that he saw what he described as a ‘gum shield'. He further went on to advise me that it was Toms fault for leaving them in the first place. I asked would he say that to a customer who had ‘accidently' left a mobile phone/purse etc. and would he have disposed of it and given them the same reason that he gave us (we both know that that the answer to this is an absolute no) again he failed to answer the question.

I am also well aware that all lost property is kept for several months as the duty manager on that day advised me of this and showed me where all lost property is kept in the office. She also advised that they have coats that people left 6 months ago still sitting in the office unclaimed. The area manager commented that it took Tom some 3 hours to realise he had lost them and return to the store (which it did because he was on foot) however there is property in store from 6 months ago, so the length of time taken to return to store by Tom is completely irrelevant.

I have now been back from holiday for almost 6 weeks and have had absolutely no communication from anyone regarding this matter. I was offered £30 on 6th August as a ‘gesture of goodwill' which in light of the way we have been treated, the blatant lies by the Costa employee and distinct lack of regard for this incident, I turned down.

I was advised that on my return from holiday a further investigation into the matter would have been completed, that the employee would have been spoken to further about his disgraceful customer service (he has already been spoken to about what he did in the first place) and yet there has been absolutely nothing.

. This happened on June 28th, 2019

The full amount of the retainers to be refunded as was agreed with them at the time.

Please reply back via this email address, as I would like to keep all my communications in one place. Yours sincerely,
Georgina Taylor

70 Frederick Road

Sutton Coldfield West Midlands B73 5QN

RES8176697

back to complaint details back to timeline

EMAIL
sent on 03/12/19 at 20:12 GMT

No response to my complaint
Dear Sir or Madam,

I have contacted the customer services team at Costa Coffee with my complaint, but have not yet received any form of response.

Therefore I am following up my original letter in the hope that we can achieve a resolution. As I am sure you understand, the situation as it stands is very frustrating and I would be really grateful if we could move forwards towards a solution.

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12:00 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Costa Coffee Extra shots

When my husband and I go to a costa which is every day, I don't like strong coffee so I always have a medium latte with just one shot. My husband has a cappuccino with my other shot because he likes it strong. Now my argument is that we have been told they are no longer allowed to do that! The shot I don't have would be thrown away so what is the problem? My husband would have to pay extra for another shot but I don't get charged less for only having one shot. We already spend a lot of money every week so the least they can do is to let my husband have the other shot instead of throwing it away it's ridiculous!

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6:37 am EST

Costa Coffee rude staff

I need to complain about a staff member in the Collier Crow branch as I'm shocked at how rude she was to me today.
I'd come from a hospital appointment, and by mistake I asked for a toffee nut latte to which she huffed, looked at the ceiling and told me "for god sake that's Starbucks".
I cant believe how rude she was to me so I walked out without a coffee or anything I wanted to buy.

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3:44 am EST

Costa Coffee disabled toilets

i visited the store wed 18th dec ordered my coffee and food . I then proceeded to the disabled toilet as i am partially disabled and was disgusted to see the cleanliness in there not because of previous customer visits but the company or staff lack of hygiene cleanliness. The toilet itself ie seat area was filthy and the disgusting state of the toilet brush actually made me make my way to the counter cancel my food and walk out. I visit your branches quite often in various yorkshire regions and have never experienced this in other branches. I feel that this matter should be addressed and corrected as there is no way this branch would be given a 5 star rating for hygiene and cleanliness .

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Costa Coffee Member of staff

Ive used this coffee shop for over a year now going there at least 5 days a week I love the place all the staff are great but im a bit concerned as over the last couple of months there is one ex staff that was a manager in that store that left to go to the ventura shop and now he cant go into the george st store and he stands near by away from the shop to drink a coffee some else brought for him as hes not allowed in the shop any more his name is alex randal, he was a good manager polite and so welcoming with the costomer, s and his smile greated you when you visited the store when he was on duty — and now hes treated like dirt by the new manager of the store now, I could understand if he had disgraced himself by doing wrong — but to change his store to better himself then its wrong to treat a lovely person who, s kind a pleasure to know to be treated like that

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Costa Coffee In-depth Review

Location and Accessibility:

Costa Coffee has conveniently located branches, making it easily accessible for customers. The coffee shops also provide accessibility for individuals with disabilities, ensuring that everyone can enjoy their offerings. Additionally, Costa Coffee provides parking availability, making it convenient for customers who are driving.

Ambiance and Atmosphere:

The interior design and decor of Costa Coffee shops create a warm and inviting atmosphere. The comfortable seating arrangements allow customers to relax and enjoy their coffee in a cozy environment. The noise level is kept at a comfortable level, ensuring a pleasant ambiance for conversation or quiet work.

Menu Variety and Quality:

Costa Coffee offers a wide range of coffee options, including espresso, cappuccino, latte, and more. Their tea selection is also of high quality, catering to tea lovers. In terms of food options, Costa Coffee provides a variety of pastries, sandwiches, salads, and more. They also consider special dietary considerations, offering gluten-free and vegan options.

Pricing and Value for Money:

Costa Coffee's price range is competitive compared to its competitors. Customers can expect value for money in terms of portion sizes and quality. Additionally, Costa Coffee offers discounts and loyalty programs, providing further value to their customers.

Customer Service:

The staff at Costa Coffee is known for their friendliness and professionalism. They provide speedy and efficient service, ensuring that customers are served promptly. The staff is also willing to accommodate special requests, going above and beyond to meet customer needs.

Cleanliness and Hygiene:

Costa Coffee maintains cleanliness throughout their premises, including tables and chairs. They also provide hand sanitizers or other hygiene measures to ensure the safety of their customers. The washrooms are well-maintained, reflecting their commitment to cleanliness.

Wi-Fi and Amenities:

Costa Coffee offers reliable Wi-Fi for customers to stay connected. Charging ports for electronic devices are also available, allowing customers to charge their devices while enjoying their coffee. Additionally, customers can find newspapers and magazines to enhance their coffee shop experience.

Community Engagement and Sustainability:

Costa Coffee actively engages in local community initiatives, showing their commitment to the communities they serve. They also make efforts towards sustainability, including recycling and waste reduction practices. Costa Coffee sources their coffee beans ethically, ensuring that they support fair trade practices.

Online Ordering and Delivery:

The Costa Coffee website or app is user-friendly, making online ordering a breeze. Customers can expect accurate and timely delivery of their orders. Costa Coffee provides various delivery options and fees, catering to the convenience of their customers.

Overall Experience and Recommendation:

Based on personal experience, Costa Coffee provides an overall satisfying experience. The combination of convenient locations, cozy ambiance, delicious menu options, and excellent customer service makes it a recommended choice for coffee lovers. Costa Coffee could further improve by expanding their vegan and gluten-free options to cater to a wider range of dietary needs.

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Phone number

+44 333 003 5883

Website

www.costa.co.uk

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