Costa Coffee
Reviews and Complaints

Over one year ago in 2023 I contacted Costa Coffee regarding the state of the external seating at the branch in Montrose Scotland.

I gave feedback that the patio area tables and chairs were in a very sorry state, dirty, uncared for, rusty furniture, no umbrellas, filthy ashtrays etc I sent them pictures.

The reply was polite saying new external furniture was on order.

One year later in 2024 nothing had changed, I again contacted Costa, sent new photos, and the answer was, new furniture was on order.

The rusty furniture stains your clothes, the filthy ashtrays are disgusting when having food or drinks, broken tables, litter, it is clear now Costa have no care for the premises, customers or staff

The service I received from a member of one of the Costa coffee staff was disgraceful. The Costa in question is the shop located in York Hospital, North Yorkshire. I was the first customer of the day Sunday 22nd June 2025. All the female staff spent their time complaining openly and loudly about what it’s like working for the organisation. Also the tallest female staff member was rude to me; when I went to the counter to ask for a take away cup, the staff member turned round from what she was doing, put her hand on her hip as though I was a convenience and said”what?!” No compassion or sensitivity at all in the one place you need it.

The App for myself and lots more people is no longer working, I have even re registered but it is still not accepting it, have had at least 12 to 14 hot and cold drinks in the last few weeks, the cafe on the beach at Goodrington, Devon says that it is happening to very many people but they are unable to help, have had text messages from Costa offering money off but this is ridiculous when you can’t use the offers. Also your phone line is no longer taking calls, what is going wrong with your company.

I have tried to fill in the complaints form and was unsuccessful for some reason.

The problem is the Costa coffee outlet is providing under measurements from both machines. I have asked the staff several times about the fact a large Latte is charged and at the higher price than a regular. However the large Latte fits in a regular cup. This only seems to happen at this particular outlet. 405 Hythe road Ashford TN24 0QQ.

Having had cause to complain about a member of staff at the scoffs branch of costa, I went into your new branch of drive through in Newmarket suffolk, where I unfortunately came across the same individual. Her name is Scarlett. She proceeded to take a male member of staff to o e side and was pointing at me and clearly talking about me. I asked her to please keep things civil and not start anything. She then came forward and told the young girl taking my order not to serve me. I asked if the manager was available and another staff member pointed to the boy that Scarlett was whispering to on my arrival. He was also very rude to me. I was totally humiliated for no good reason in front of other customers. I will obviously never enter this costa again.

Today 23/2/2024 I arrived at my usual time at Costa Coffee in Meole Brace Retail Park, Shrewsbury. When I was met at the door by a woman and a burley bouncer-type gentleman and was presented with a letter and informed that I was banned for 3 months from the store. On enquiring why I was informed there had been a complaint against me by a staff member. When I asked for details of the alleged offense I was told NO, I also asked for the person's name and was told NO again. I have been coming to this store for the past 4 years every day (except when closed for holidays). I have been both slandered and liable by these accusations, with no redress to defend myself other than by seeking legal advice. I feel that I have been mistreated by my age (65) and opinions. I have never been anything but considerate and polite to your members of staff. I look forward to your early reply

I was in Burnley Costa on Wednesday 24th of January. We made our order, payed then sat down at a table, it was then that I noticed that YET AGAIN they where using paper cups. I had my Auntie Betty (85 years old) with me so I went back to the counter and asked for her cup of tea to be put in a proper cup as she could not hold a paper cup. This was refused! Even though we all could see clean cups. As yet again the dishwasher was not working, it would seem that the dishwasher in Burnley does not work more than a few day in any week. My daughter and I go for lunch regular and you are using paper cup more and more. I asked for my money back and left, we went to a café just across the street. We will not be going again to your café in Burnley.

You need to give your staff customers care training, my working life was in retail and bar work and I have to say if they were my staff they would be looking for a other job.

We visited your instore cafe yesterday at Tesco, Tebourba Way, Hampshire SO16 4QE and were disgusted by the hygiene. There were flies landing on uncovered cakes at the counter. We were told there was nothing that could be done about it because Tesco had fruit and veg in the shop near to the cafe and the flies couldn`t be kept away. On complaining we were told `If I was you, I wouldn`t buy it `.

We chose toasted sandwiches for lunch that were wrapped as a precaution.

The knives we were given had dried on food on them and the sandwiches themselves had burnt food on the bottom.

Absolutely disgusting hygiene!

I have emailed your company from last Sunday and as yet i have had no reply very unsatisfied customer. I was given a gift card by my grandson for my birthday, but when i went to use it in your Banbridge store i was told it was only for use in England, Scotland, and Wales. If this is so why sell them in the North of Ireland. I now have a gift card worth nothing. As i said i have contacted Costa via email and no one has bothered to contact me. This is a disgrace for a company such as yours. This is the number on my gift card

6301230032810295576285 what am i to do with this card? My phone number is [protected] if you need to contact me. MALACHY Toman

Dear Costa Coffee,

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

I attended Costa Coffee today,at Low Fell Gateshead,with my wife,and she went to the counter,and ordered two coffees,and two sandwiches.She retrurned to the table,and said they were bringing the food over.I heard someone shouting "two coffees and two sandwiches"and I said I think that's our order.My wife went and collected these,and about 1/2 hour later.two young lady assistants marched up to our table,and announced,in full view of everyone,that my wife was "rude"to them,and we had to finish our meal,and not come back.My wife is not well,and has mental health problems,and they said she had "demanded"they bring the food over.I was a manager for 30 years,and am NOT prepared to be lectured,in public,by two young girls,who were far to full of their own importance.I f they had worked for me,they wouldn't last 5 minutes.I went to the counter,and told them that i didn't appreciate their attitude,and I was annoyed,and did tell the male server to mind his own business.I TOLD THEM THAT HOW DARE THEY TALK TO ME LIKE THAT,AND THE OTHER ONE THREATENED TO CALL THE POLICE ! You may accept cheek from opinionated children,but I DON'T.

Hi, my name is Sharon Cash and on 11/11/2023 at approximately 1625 I was trying to get some hot chocolate from the Costa Coffee machine at the Duke Durham Reginal Hospital on the 3rd floor. While doing so the machine dispense out nothing but white foam milk and not hot chocolate. In a medium cup. My Vision Finacial Federal Credit Credit was charged $3.50. Also the machine doesn't give you any kind of recipe. My brother Corey Cash also retrieved two hot chocolates from you all Costa coffee Machine and it despenced foamy milk and he added hazelnut and the consistency was foamy and it was bought for my parents. And it made my mother stomach upset. One cup was large and it was $4.00 the other was $3.50. My brother used his Chime bank card and his Self bank Crad to purchase his hot coffee. He and I would like to be refunded for our hot chocolate. I really think that there should be someone to fill the machine so that this shouldn't happen to anyone else.

My phone number is [protected]

I visited the Costa café in Muswell hill today (8th November 2023) at 10:30.

I asked for a coconut cappuccino. There was a long order before me with a customer ordering many drinks ( I think 9), so I knew I had to be patient.

I understand that because of the larger order before mine, the baristas were getting confused; the one who started making my coffee has asked me at least 3 times what my order was. I politely told her every time what I wanted, but she kept asking. I was very understanding. She then made my order but she thought she had not done it properly so she left the drink aside and started making another drink for me ( although the drink she had made was the right one). The other barista ( black hair) said that she would make my drink and she was very polite and apologetic that the order was taking long and that they kept asking what my order was ( I think at this point I had repeated my order 7 times). I was still polite and smiling. When I finally received my drink ( 10 minutes later) I asked the barista with the black hair who was very nice to me, if I could also had the other drink, which was made by mistake, so it does not go to waste. I work in a children's Home as a teacher and I thought I could treat my students with the drink that would go to waste anyway. The barista with the black hair said I could have the drink as a compensation for the long wait and for making me repeat my order 7 times.

But when she went to fetch my drink which was placed near the sink, the other barista ( blonde hair- whom I am complaining about) said loudly to her' 'I want it, I want it- meaning the coffee. Still the nice barista told her, ' we need to compensate to the customer, please. But the blonde barista kept saying angrily: 'I want it, I want it'.

I decided to take the second coffee as the black haired barista put it in my hand.

As I was leaving the café, the blonde barista started shouting in front of the new customers; We have been very busy, we had a long order, WE ARE NOT SLAVES!.

This was very embarrassing to hear, especially as people turned and looked at me. She was so angry because I asked for the drink that would go to waste as she wanted to drink it instead!. They could easily refuse to give it to me. I only asked for it, because I don't like waste and I thought it would be a good compensation for the poor service ( not the wait, but the repeated asking about my order). If they said that they could not give it to me, I would be OK by that, but shouting in front of everyone 'We are not slaves' is totally unacceptable. The language is appalling. I was polite and patient and kept smiling but the blonde barista needs some serious training around her manners.

I don't want any compensation, I don't think I will walk in that café again, especially if she is working there, which is unfortunate, as I am just working around the corner and I spend my working hours in Muswell Hill.

Please let her know that she cannot speak to customers like that ever again.

I visiting with my husband the fforestfach costa store near tesco extra the blonde woman behind till took order and other woman made coffee with dark hair we go to costa everyday, the coffee they made was terrible wasn’t warm hardly any coffee in it so my husband just come off night shift so in uniform said to blonde lady this coffee is [censored] she went straight to get manager and she complained that he had swore at her but he said coffee was [censored] we wanted another but manager came out and refunded our money told us to go else where and also said dpd is [censored] also is this the type of managers u Employ all we wanted was a coffee that was decent never had this before but I did notice the woman didn’t have cup under coffee properly when she was doing so think no coffee was going in, I’m more annoyed at blonde woman as she jumped straight off till to get manager all we wanted was a new coffee she is so rude and have no customer service skills at all plus manager also needs to be retrained we didn’t ask for him to say my husbands job was [censored] back like I said I took mine back also took one taste and was nearly sick was awful taste we spend there regularly but to have this service really is not good you can’t tell a customer the company he works for is [censored]. Shocking behaviour and not only that to embarrass me and to say go elsewhere I work in customer service and I’m shocked and disgusted. He can say all he wants but my husband said this coffee is [censored] which it was cold and no coffee in latte but she took it personally saying u can’t say that we talking coffee not costa itself and this was down to staff error u can see there was something wrong with coffee it was like water 😳 but please follow complaint as I’m not happy by this

Manger in rhyl speak to staff like dirt flirts with all male customer make other wait for her to finish before helping as busy talking about what she doing when finished work also give burnt food not able to eat and drinks different to what u asked for I use to come every day 2 3 times a day some day now will.not step foot in the rhyl one as always waiting for her to sort others even if not busy as to bust to help customer ie if not male

I ordered coffee at your premises at Princess Alexandra Hospital in Harlow ESSEX

Your staff refused to serve my coffee in a cup even though they had plenty of cups available on top of the coffee dispenser. they said if they gave me a cup everybody would want one. they were busy and short staffed. I counted 4 staff and 20 customers. they would not give me a cup but would give me a refund.

Not sound economics.

Nobody wants to be having treatment in a hospital and being treated in a could not care a less attitude is adding insult to injury.

This is not a one off it has happened before.

regards

Colin Penfold

I have had several negative experiences with the manager of the Drive through Costa in Colchester Stanway. Today was the most confusing and direct, which is what had led me to make a complaint. I worked as a barista at a different coffee chain last year throughout my masters degree so I understand fully how stressful and difficult the job can be at times, which is why I haven’t complained previously about this man, who is visibly and loudly always quite stressed when serving at the drive through kiosk. I visit the store most mornings for a drive through coffee after the school run, and last week, whilst I was parked up at the window waiting for my coffee, I witnessed him banging and crashing around the drink prep area, swearing loudly about the state of the place because the coffee draw had broken, and generally complaining very loudly about how unhappy he was. The other member of staff taking orders via the tannoy seemed to stay silent and looked slightly uncomfortable, and I certainly felt uncomfortable as a customer over hearing the manager swearing in such an aggressively angry way. I didn’t say anything, I know the job is stressful and I didn’t want to add fuel to the fire, so I thanked him for my drink and left - but I did find myself feeling very sorry for the people who have to work alongside him. The reason for making this report today, is because of a a separate incident that occurred this morning, at around 10:20/10:30am at the same store, with the same man. My husband was driving and he ordered at the tannoy for him, me and our kids. We ordered a toasty, two hot drinks and two cold milks. After taking our order, the woman on the tannoy system told us to drive round. My husband did not drive straight round and instead asked through the tannoy if we should first pay, as this drive through usually takes payment at the point of order via the tannoy. If you were to check CCTV at this point, you will see my husband hanging out of the window with his phone trying to scan it on the screen, which is how we usually pay. The lass on the other end of the mic told us ‘no, just drive round please’ which we then did. At the window we found the manager, P***r, making our drinks. He was moaning loudly about the system being all messed up now, before turning to my husband and telling him that for future reference when paying by card we need to pay at the tannoy before driving round because we have messed up the payment system now. My husband replied very politely that we did offer to pay at the tannoy, and were told to just drive straight round. P***r didn’t even look up from the drink he was pouring to acknowledge that my husband was speaking, and we assumed he had not heard, so my husband tried again and told him once more that we had tried to pay at the order point but were told to drive past. Again P***r ignored him, and didn’t even look up, so I leaned over myself and spoke more loudly to get his attention, before explaining for a third time that we weren’t at fault and were given incorrect information at the point of ordering. I figured he needed to know this was happening so he didn’t keep blaming his customers for simply following directions. P***r then stared at me silently, before handing the drink to my husband and saying a VERY sarcastic ‘thank you’ and refusing to acknowledge anything we had just said. We asked for clarification that he had in fact heard us, and asked why his attitude was so poor, given all we were trying to do is buy some drinks and be on our way. P***r then erupted into an angry rant suggesting that his staff member denied telling us to drive round so he can’t take our word for that, and moaning that he has customers to serve that we were holding up. His tone of voice was aggressive and sarcastic and it was genuinely a baffling reaction to something that could have been quite easily resolved. He refuse to acknowledge that we did as directed, and wasn’t willing to listen to a single thing we said, going as far as literally ignoring my husband when he was speaking directly to him. It was the most confusing and disturbing reaction I’ve experienced to date, and his behaviour escalated a minor issue something much bigger. I suggested some more training for the staff there might be needed to avoid the same mistake happening again, and was met with aggressive sarcasm as we drove away. P***r wasn’t willing to discuss the issue with us and told us to leave, which we did. Whilst he still works at this store, I won’t be returning but I do hope that Costa handle this incident with the severity it requires because this is not the first time P***r has made me feel intimidated and uncomfortable. A quick check of the CCTV at the time of ordering will show very clearly that my husband both expected and tried to pay at the tannoy order point - even better if the mic software records the orders being made so that the entire order can be listened back to as evidence. Though I don’t expect P***r would apologise even if the evidence was presented clearly to him. The man clearly hates his job, and whilst I can’t blame him for that, I won’t allow his attitude to make me feel uncomfortable ever again. Please Costa, ensure that this incident is looked into, along with any others that are made about this man. I’ve witnessed him being quite rude to other customers before now so I expect my complaint is unlikely to be the first.

I don’t want the man to lose his job but I do believe that his behaviour recently would be enough to warrant such an outcome and I hope that maybe Costa can step in and offer some more support and training for P***r and his team.

I purchased two tins of the above coffee and am currently drinking the contents of tin number two.

Unfortunately, both tins, despite using hot, not boiling water and stirring with a spoon before drinking, leave a sludgy, gritty, powdery residue in the bottom of the mug/cup. When swallowed it irritates my throat and causes me to cough, it is that aggravating. The same happens to my husband. It is not a pleasant experience and I want to draw your attention to this fact. I enjoy Costa coffee at your coffee houses and had presumed to have the same experience with your instant coffee, hence why I bought two tins but if I had known that making a cup of coffee resulted in this experience, I wouldn't have bothered.

I brought gift card on line through costa app for a my granddaughter gave them her e mail address unfortunetly her e mail did not arrive so whats happened to my £20 I sent to costa?

I have had email from costa saying they will be in touch but they have not resolved my issue,

My case number is CAS-919439-T2C0C4CRM:[protected]

E Mail judy. [protected]@yahoo.co.uk

Mobile [protected]

regards

judy wardell

Berwick upon tweed COSTA coffee shop

There has been 2 buckets and a warning sign placed on the floor in front of the service counter. They are under a large air con panel?

They drip water condensation on the floor and have been there for WEEKS?

*At one point when it was busy I almost fell over a bucket whilst carrying coffee from the counter.

* sitting at the table close to it a fine mist was spraying from it? ( is this safe? Or might it be contaminated from within the broken system?

* the floor is wet around the buckets and frankly it’s an accident waiting to happen

This is a matter for Health and Safety and should be rectified immediately!

Visited one of your cafes, after sitting down drinking my hot chocolate, (after going back to get it heated up as it is sold as hot chocolate) chatting to my friend when the most awful music came on it was so loud we couldn’t continue in there, the cafe had only 4 people sat down drinking the staff are very young and the music may be appropriate for their age group but it most certainly wasn’t appealing to me nor to my friend. I usually get another drink but was driven out by the music.