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Costa Coffee Customer Service Phone, Email, Contacts

Costa Coffee
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www.costa.co.uk
www.costa.co.uk

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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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Costa Coffee reviews and complaints 502

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Newest Costa Coffee reviews and complaints

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9:37 am EDT
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Costa Coffee Constant understaffing.

Hello. Please ensure that all your outlets are staffed by a minimum of two people at the counter! Time and time again there is one person taking orders, processing payments and preparing all the orders. Just today at your Twyford branch one staff member was trying to attend to 8 people in front of me (2:10pm / 29th March) and last week was the same experience near Windsor.

My and I’m sure others work breaks are being squandered waiting to be served at Costa. This has been an issue for some time.

Desired outcome: More staff numbered

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11:58 am EDT
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Costa Coffee Service

On Thursday the 23rd of March I went into costa on my way to work. I do this quite often and most of the staff know what I order. I explained to the man serving me that I bought a drink on click and collect on a day that they were unexpectedly closed and asked if I could redeem that drink rather than claim a refund. They did this for me. However, then man who served me asked me if my son was [edited], we had spoken briefly in the past as our sons went to the same school and were in the same year, I said yes [edited] is my son when he told me that my son was bullying his son, there was at least someone behind me and people at the surrounding tables, most of them regulars. I was completely taken back by this as no attempt to tell me this quietly. He then proceeded to tell me that my son calls his son gay. Which I did say sounds unlike him as we have discussed this as a family at home, gay shouldn’t be used as an insult.

I was so embarrassed as even know I doubted what he said the way he went about it was completely unprofessional. I emailed the school straight away for them to pick up at school and was told later that day that both of the boys said they have no issues and the other boy was told to confirm this with his parents. The boys are 9!

I hadn’t been in agin until today hoping for an apology but no luck. I won’t be returning again.

Desired outcome: I buy a coffee most days, I would ideally like compensation and an apology but I will not be returning to this store.

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11:58 am EDT
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Costa Coffee manager refuse to accept uk pounds only card was accepted

i went in your leicester square store purchase a drink i was told i couldnt pay by cash cause costa only accept card i told manager cash is legal tender she still

refuse to accept the cash forced to pay on card she said costa is international company and can demand card only payment i told her i was taking it further

regards

julian bishop

p.s. my email :[protected]@gmail.com

Desired outcome: for costa to train there staff on currency that are legal tender

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11:51 am EDT

Costa Coffee Service at costa coffee hinckley castle st

Today at 14.10 we visited the Costa coffee place in Castle st Hinckley on the door was a hand written note stating temporary opening hours, which we read and it stated Sunday 10am until 3pm, so we knew we had enough time for our lunch. I purchased 2 x sandwich packs, 2 x carrot & walnut cake and 2 x medium cappuccino. I was told the coffee would come in takeaway cups, but I was flabbergasted when my sandwiches were just passed to me, no tray, then after paying £3.25 for the pieces of cake it was served to me in a per bag. I asked if I could have plates and forks for the cakes, I was told it’s takeaway only after 2pm, I pointed to others in the restaurant who had plates and crock cups, but was told they came in before 2pm. The lady that served me asked another member of staff if she could give me a fork and the staff member went off to find some, she came back with a packet of plastic forks and by this time I was seated and she came across and placed 1 plastic fork on my paper bag. 1 fork for two people. They then proceeded to close off the area and most of the staff were scurrying around tidying up. It was the most unpleasant situation and we were made to feel very unwanted. The cappuccino was awful but we dared not complain. We had used our gift vouchers for this and we felt completely disappointed. The sign on the door should have stated takeaways only after 2pm. It was dreadful service.

Desired outcome: Preferably a refund of our two £5 gift cards.

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3:40 pm EST
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Costa Coffee Staff customer service attitude

I am usually a fan of Costa Coffee and you would usually be my go to coffee shop. My usual experience is very positive in your cafes, with well trained friendly staff who work hard to ensure prompt delivery of items ordered. However I have now visited your Glossop (Unit 1 Norfolk Square, Glossop SK18 8BP) shop on a few occasions and quite frankly I have been very underwhelmed by the speed of service and the staff attitude towards customers, which is typically very no inviting.

On my last visit Saturday 4th March circa 12.00 (midday) my wife called in to purchase a Cappuccino for myself and she was quite frankly very disappointed and shocked by the attitude of the young lad serving her. When her order seemed to be taking an undue length to time (around 15mins) following placing the order and the customer who ordered after her received his drinks first she enquired as how the Cappuccino was progressing. To which the young lad did not provide any type of response and when he did finally serve up the drink he slid it across the counter making no eye contact and making his negative attitude towards my wife very clear. She left the shop horrified about the experience she had just endured. Extremely disappointing to say the least. I also note on TripAdvisor this specific store has received similar negative reviews.

My Costa Coffee card number is No [protected] [protected]

Desired outcome: Take appropriate action for the member of staff. Send written confirmation action taken. Compensation credits to my costa card. Simon Horsley [protected]@hotmail.com

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10:43 am EST

Costa Coffee Costa Saffron Walden

My 87 year old mother (in a wheelchair) and I selected sandwiches to toast and then, after queuing for 10 minutes to the till, were told we couldn't have them with no apology just attitude. We were told the store was closing in 20 minutes due to a lack of staff and a plumbing issue. After ignoring us for as long as possible, this staff member then took her time to serve us drinks and cakes. We eventually collected our hot drinks and before we had finished them were told to leave. We left our drinks still hot and I was not happy. The attitude from the 2 members of staff continued once Mum and I had got to the door they continued to be rude and agressive with the one who served us saying 'just shut the door and lock it'. They then all but pushed us out the door. Costa have a lot of work to do.

Desired outcome: An apology!

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1:32 pm EST

Costa Coffee Customer serving team

On 04/03/23 at around 3:30pm i visited Costa in Milton Keynes Shopping centre next to John Lewis, the staff member Ashleigh called us over and asked us what we wanted but as we started with our order, she turned to her colleagues and started chatting, my partner and i waited patiently for her to finish but instead of turning to serve us she continued joking, laughing with her colleagues. We saw no end to this conversation and the store was loud so i raised my voice and said "Excuse me, can you serve us" at which point she turned and said "I am talking with my manager" and then had an attitude of "Would you like to be served today?" with a smug grin, I then said that her manager should know better and to wait for a customer to be served before having this conversation. Her manager then turned to me and accused me of saying a bad word which i did not and when i confronted him about this word he refused to comment.

I travel the country, i visit Costa, Nero and Pret on regular occasions and this is the first time i have received such childish behaviour from both staff and manager, to say that i am disappointed would be an understatement about their attitude towards customers which was basically, if you don't like it then you can leave as we do not care.

Vlad is not fit to be a manager as he has no customer service experience at all and everything would have been fine Ashleigh had turned to us and said "I'm really sorry, i will be with you in just a second" but we did not get that, only ignored.

When I told Vlad that I will complaining about the service his attitude was I do not care and he even said he does not care! During our conversation he did not once stopped to talk to us, he was with the back at us continuing with his drink and simply told us to move along as this conversation is not happening.

You cannot expect a staff member to respect their customers if their manager to start with has no respect as he cannot train that to the team.

I am sure Costa does not care if 2 people decide to not use Costa anymore but over time they may notice it when more and more people decide the same to save the hassle of such behaviour. Every time we visit this location , there is constant que and not necessary of a busy day or time but the staff is always taking their time to serve, chat and get easily offended especially when customers request for their cups to be actually full of their requested drink fact of which we have notice with every visit.

Desired outcome: Vlad and Ashleigh to receive customer service training, acknowledgement that our complaint is taken seriously.

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6:59 am EST
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Costa Coffee Costa Coffee Gift Card

My grandson visited Costa Coffee at the McArthur Glen East Midlands Designer Outlet, during half term this week, he presented the £20 gift card, having spent £13. He was told that no change would be given and the card was retained by the server. I was of the opinion that the card should have been returned to him with a balance of £7 to spend on another occasion. He did not challenge the server, he is just a teenager.

Desired outcome: I want to know what your policy is with the remaining balance on a gift card.

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7:00 am EST
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Costa Coffee service

i visited your hedge end store in next last night at 7.50pm. My wife was having breathing problems and needed to sit down and have a drink in order to take her tablets. the staff girl said she was closing even though th estore is open to nine. She said she was 1 staff down and needed to shut to clear up. i explained my wife's illness and she said tough and cleared off. I had to ring an ambuance and fortunately they came and helped her. I will never go to any of yur stores again and how can a store just close when it feels like it

Desired outcome: apology

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1:11 pm EST

Costa Coffee Refusing to serve staff before closing

On our way home from a day out celebrating my daughters birthday we decided to stop off locally to purchase a coffee and dinner. As we are in an unfamiliar area we checked the costa app for our nearest store, which took us to Tesco nn4 0jf store. We arrived inside the store by 5:45pm at the latest. The barriers were across the entrance, inside were 2 groups of people and 2 staff members, 1 male and 1 female.

When asked they said they are closed, I asked if we could buy takeaway and they refused and when asked they said they are closed early due to being short staffed. When leaving both staff looked at each other and rolled their eyes. When deciding to stop for coffee and food we drove past a well known competitor as costa is our preferred outlet. Had I’d known the service and lack of care we would have not travelled out of our way and past another reputable coffee outlet to go to costa.

As a family we are very disappointed with the treatment received today

My email is

[protected]@hotmail.co.uk

Desired outcome: I’d appreciate a response and to understand if this is a common occurrence. When checking the opening times on the app this should reflect time permitted to purchase drinks and food to at least take away.

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11:19 am EST
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Costa Coffee Not honouring the reward points

Ref no. CAS-760380 Z1S8T5

I had accrued 8245 loyalty points I am retired and enjoy my Costa coffees. At the end of 2021 I got covid which became long covid, so was unable to take advantage of my loyalty points. After email Kristofer (a Costa employee) I was informed that my points were changed to beans, and that I was given a voucher for 25 free drinks, which was the equivalent? If so, that would be fine. The problem is that I was completely unaware that I was given a voucher. Kristofer said it was emailed to me in September 21 and it would be on the Costa app?

I don't have an app. and I looked back on my email history and couldn't see where the email about the voucher had been sent. Not that I would have been able to use it, due to my covid situation at the time. I feel that it is very unfair to take away the loyalty drinks that I built up. It obviously means very little to Kristofer, but means an awful lot to me.

Desired outcome: Re-instatement of my reward voucher.

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7:05 am EST

Costa Coffee accident

went into costa store opened the door it hit my foot and sliced my new trainers and right through and sliced my toe and with being a diabetic it’s dangerous to cut your feet we visit costa every day some times twice a day they gave me a plaster to put on it still i got home then had to get my mum to dress it as i’m allergic to latex it’s the hindpool rd store

Desired outcome: payment to buy a new pair of trainer as only just got and they was £60 from mountain warehouse ulverston

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4:48 pm EST

Costa Coffee Customer service

I use local Costa as a place to meet my friend regularly. We went in today 24/01/23 at about 5:40pm. I was served first by the Costa employee who was rude, not customers friendly and when I asked a questions she said ignored me then responded with a "what" when I asked again. My friend had an even worse experience after me, her drink was dumped on the tray when my friend ask if the Costa employee was ok and had she had a busy day because she was being rude to us she exploded started shouting, say my friend had treated her bad when she went to the counter when all she did was asked if she was ok. The body language was very aggressive as was her tone in her voice and she even threaten to throw my friend out. I went to go to the counter and ask for a manager as the costa colleague was shouting and other customer were there witnessing this behaviour. Eventually I was handed a number to call if I wanted to make a complaint I asked if the CCTV had audio but they said no. I am appalled by the behaviour of this Costa employee we all have bad days when at work but this was shocking. I use this Costa for work meeting and use it all the time as its local to me as well but my friend and I will never step foot in there again.

Desired outcome: An apology from the costa colleague and for them to retrained in customer service.

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8:28 am EST

Costa Coffee Costa Coffee in McCarther Glen Bridgend

I visited the above yesterday at around 1 p.m. (Sat 14/01/2023).

I put my order in for 2 portions of toast and lattes. I couldn’t believe the response. I was told I couldn’t have the toast, as they needed the the bread that they had there, for today (15/01/2023).

I couldn’t believe what I was hearing. For once in my life I was speechless.

Costa in Bridgend ….get a grip!

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9:57 am EST

Costa Coffee Gift card purchased 21/12/22 as a gift

paid £30 for gift card at Birkdale Costa Southport. (21/12/22). No till receipt as there were none in stock. The girl who served me was unsure what to do so I photographed receipt from the screen on till. My son who it was a gift for lives hundreds of miles away and said that as all Costas are franchises he didn’t think the card would be accepted at his local Costa minus a proper receipt. He has had an issue before with a previous gift card and does not have the time to deal with various Costa branches. I do not tend to drink coffee so do not use Costas.

I went to Birkdale Costa today (5/1/23)…spoke to the young manager who was very distracted by customers … She said there were no till rolls till tomorrow (6/1/23)… she then gave me a scrappy piece of ripped paper with customer complaints number (except she missed a digit out so I had to go on the website to find correct number!). she put no date on it either… honestly! she also photoed the screen again saying there was £30 on the card but did not tally this image with the card I bought.!

The whole thing is unprofessional.. scrappy paper, young staff who seem unsure of the facts, lot of hassle. I can email the 3 photos if you need them as proof of what I am saying. I would prefer a refund. A quick response would be nice.
Marilyn Sykes

Desired outcome: Refund

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8:27 am EST

Costa Coffee Hygiene

Hi there I tried to raise a complain and contact costa Caffe over the phone but the service is not available, so I got in touch with coca cola they gave me this number [protected] but this service not working. My problem is i used the toilet at Costa Cafe and couldn't wash my hands no soap available . I've asked the staff they said they don't have any , I couldn't have my coffe and my cake . And how do the staff wash their hands and serve food?

Birmingham bull ring Next Costa Cafe

I'm H Saidi

This is my number [protected]

Thanks

Desired outcome: Find out who's responsible.

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2:40 pm EST

Costa Coffee Chai lattes

Why the quality of Costa’s chai latte have went really down?

One year ago, you were the best chai!

Now each store provides different quality products, and the MOST FRUSTRATING is the lousy excuse that Costa is no longer providing cinnamon!

This week is my second attempt, Covent Garden and London Bridge- no cinnamon.

Sad to report that I’m now moving to somewhere else, where the quay have improved in the past year and always cinnamon is available

Desired outcome: Cinnamon back in all stores Quality control

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6:16 am EST

Costa Coffee Harassment from an employee

We are having a coffe in Costa in Mac Arthur's glenn.we had 2 tables and ordered coffe for 3 toasts and a chocolate cake while waiting for another two to come,only me and my wife where sitting.

the a worker cleaning the tables came and said that the other two persons if there where not here in a minute she would take one of the tables. in a very rude ways.

she came back harassing us again.should this woman's be working in Costa coffe?.

She's a woman around here 50's all both arms tattooed and with a problem with attitude.

I'm an hotel manager so I know what I'm talking about.

Thank you

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4:58 am EST
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Costa Coffee Gift Card

I ordered a gift card on 6th December for a friend's birthday on Saturday 17th December, thinking it would be sent out within a couple of days. I've had email confirmation of the order, but no dispatch notification. I have emailed costa numerous times and had no reply. I now want to cancel my order and get a full refund as I will now have to purchase from an outlet. There phones lines are currently unavailable so cant get through to them, they are not answering emails, and have basically taken my £20 plus £3 delivery charge and done nothing with it

Desired outcome: I would like a full refund

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8:21 am EST

Costa Coffee parking arrangment

30/11/22 at 17.31 i parked in your car park at spennymoor integra 61

i had a coffee while waiting for a customer they were running late. when they arrived we had another coffee and a chilled drink.

that is our 1th meeting on that site

due to it being dark we did not either notice or could have see the signs pointing out parking restrictions its a cafe and we used it facilities

im shocked to get a parking ticket when ive used you cafe

none of the staff mentioned a possible parking charge

you should have a responsibility to inform you customers of this stupid situation which restricts you customers from enjoying your services

[protected]@blueyonder.co.uk

Desired outcome: review you parking situationhave staff make the rule clear verbally to customer on arrival of parking situationrefund my £60

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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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Contact Costa Coffee customer service

Phone number

+44 333 003 5883

Website

www.costa.co.uk

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