Costa Coffee review: customer service and product quality

I have been visiting this coffee shops for few years now but what I have experienced in the last 6 month is just shocking. Staff doesn't know what they are doing. Literally running around like headless chicken. I have been waiting for my coffee for 15 minutes with only one person in front of me. Then I had to return it as it was not flat white that I have ordered. Points are rarely added to card as machine never works. Poor sad performance and frankly this is my kast visit to the shop.