Costa Coffee
Reviews and Complaints

I have been told today that when your stores reopen indoors you will be requiring photo ID to enter. Could you please confirm if this is true? If this is the case I will no longer be using your cafes or even takeaway. You are already discriminating against many people by refusing to take cash payments even though there is zero evidence of transmission on notes and coins. I notice you'll happily take cash if your card machines are down on a particular day

i went to costa coffee with sisterinlaw on 20/4/2021. paid for our coffee and was then told i had to down load a app if i wanted to sit in or out. since i dont have this on my phone believe it or not my phone is for ringing people or texting. iwould not be allowed on the premises to drink my coffee. i was quite willing to leave my name and contact details, this was was refusued as it was an infringement of rights (really) my sisterinlaw tried on her phone with the details on the table which did`nt work she was then told to put in some info when app came up there was no name sisterinlaw querried if this was costers app why was there name not on there it could have been any bodies so what was the name of the company whos app it was asking for our info your assistant could not say, so we were asked politly to leave.ihave never felt so discrimanated against for not beeing technicly minded.as for track and trace they didnt seem to know about this app

I received a gift card as a gift.only to be told yesterday it had expired.I've been shielding for a year, because of covid.it's a disgrace.

I have ordered salted caramel frostino's from yourseleves for quite sometime. And i've received my order wrong 4 times now from Castleford Glasshougton. No sprinkles, no cream and extremely watered down. My partners flat white was also cold on 2 occasions. Some staff need to pay more attention to detail when customers are paying good money that they work hard for, for it to come incorrect or just not good enough. I would expect a drink that costs nearly £4.00 to come correctly.

I attended the branch of costa coffe on Colmore Row in Birmingham 15/04/2021. I have been buying my daily coffee from the is store for the last 7 years, and my experiece has always been amazing. I would go so far as to say my daily morning visit to Costa would set me up for the day. The manager ( now moved on to another branch) was fantastic as were the staff. They were always happy and built great relationships with customers.

Today my experience was very different the manager was extremely rude and patronising, I had difficulty using the costa coffee app, I sorted out my password, showed the manger the app and asked for a little help to order my coffee at the fabulous price of 50p ( great offer). He was very unhelpful and told me in a rude manner that I was on the website and not the app, this was not the case. In short he did not offer me any help and made me very silly, I was in a queue of people, it was very emabarrasing.

It is safe to say that I will not be using the costa store that I have used for the last 7 years again. The customer service that I experienced was disgraceful.

I would like to say thank you for a rubbish start to my first time back in the workplace for many months.

I'm sitting in my car outside Costa coffee at 17.51pm and the drive thru has the metal barrier across, I can see a car still in the drive through. It states on the door that shop closes at 18.00! a male staff member holding the door closed and locked.
A lady came out as I was walking up, I said 'is it closed?' She said 'yep!'

I am actually raging, as I have just accepted all conditions on the app to get the costa app, and it all was for nothing!

Can you explain why its shut 9minutes early please?
And I've now missed getting 5 coffees today for 50p- will this offer apply to me on Friday or another too now because of this?

Hope to hear from you ASAP

Many thanks L.Hudson

I went into your Shifford Crescent, Maidenhead branch today and had a hard time getting served. While I know its needed to sign in for covid, I do not have a smart phone so could not scan barcode, in other places I have always been able to sign in a book. Your staff did not have a book and didn, t know what to do, in the end a staff member used her own phone, which if there was a positive test I wouldn, t know

Mrs L Shaw

During my last visit to Costa Coffee I ordered a hot drink for myself and a cold coffee drink for my daughter and as she was drinking it she kept getting little bits of white plastic through the straw onto her tongue and when she looked at the bottom of the cup there were larger bits of white plastic we think it looked like parts of a plastic top that had somehow been mixed up when they were preparing her cold drink. This was very worrying as her small son likes to have a little sip of coffee as he loves the taste and could have choked on it.

I purchased the drinks at the Costa Coffee at the Albert Dock.

I await your speedy reply.
Sandra Jervis

Gateacre Costa in South Liverpool - every single time I try to use points, I get the response "our machine isn't working". Even today, Costa's 50th birthday celebration, with posters on the windows, as soon as any customer tried to use the 50p drink offer on the app, the response was " machine isn't working". I really don't believe this and think that this branch needs to be investigated as it is not in the spirit of the Costa 'offer' that customers are not able to use points or benefit from any special offers. I will never use Costa again and the sooner this branch shuts and a Starbucks replaces it the better!

Bought a scilian lemon muffin from your Southend hospital branch and found it to be like eating an air pie. Very disappointed Although you get a lemony taste in the middle the surrounding sponge is so airy that feels like you have been robbed

I am really surprised that you are employing staff that choose to be rude to their customers! I understand that working under the current covid situation can be difficult at times but we are all in this together.

My first bad experience happened when my friend and I asked for some sugar whilst our coffee was being prepared and was told by a male member of staff that he only had one pair of hands!

Then today I visited with my daughter to the same shop and went to put my sugar into my coffee at a table and was told it was the wrong table and that people coming in needed to go that direction. I said but nobody else was in the shop as I moved and then a customer did appear and the female member of staff shouted ‘where there is now'!.

There are lots of coffee shops in Maidstone and I don't think I will be choosing to visit this shop anytime soon.

Customer service should be second to none and to be treated not too kindly twice put me off drinking my coffee as I was annoyed by the way I was treated.

I think you need to look into this otherwise you will be losing custom.

Thanks

Mould cake purchased - not acceptable as but into it after I left shop. Very poor experience. Loved costa till now. Clearly food is not fresh as they make out. Poor service

They knowingly allowed cold food to go out -

I know this because I asked staff why my food and drinks was stone cold and they told me
" yeah we knew it was cold but it's not our problem because it's the über drivers responsibility to pick the order up on time"

The staff working here knowingly cooked hot food and drinks and allowed it sit on the side for over 30 minutes before it even moved - this isn't fresh this is stale and stone cold and as far as I'm aware breaches food health and safety regulations.

Über says they can't refund and the t&c's say it's the 3rd partys responsibility which in this case is costa - not on put that the knowingly did it and told me so

They also told me to do a return and return the food and they would remake the drinks - like seriously wtf is wrong with these people

I have been a regular costa customer for years now! I went in to my local costa for my drinks 3weeks ago there was nobody in front of me yet I was told to wait. So I waited 5 minutes as coffee and food was prepared and put in bags and put to one side. My order was then taken and within a minute of them taking my order I was told I would have to wait again! When I asked why I was told it's because uber orders come first! I have now been in the shop waiting 10 minutes now and getting very tired and hurting as i'm disabled and still not been given my coffee. 20 minutes later I eventually get my drinks!
In all the years I have used this costa coffee around 6 years now I have never been told uber come first! We didnt have uber untill 6 months ago! This costa has amazing staff but they are going to loose there customers that walk in if you continue to put uber first! Uber is more about cities not small towns like chippenham. I personally think it's disgusting making people have to wait like that, and also give the staff extra pressure with angry customers. I was informed it was head office decision if that is so head office really need to go and visit there store to see the situation they are putting there staff in. This store does not have the equipment to do uber and walkins.

Closing time:
6pm should *mean* 6pm - not 5.45!
I drove fast especially to catch Costa before it closed.. I said ‘large cappuccino please'. A cocky young man already ‘doing the till' exclaimed ‘sorry, closed!'
I said ‘surely not' ‘it's not 6pm yet'. He said ‘cause of the situation with lockdown etc we are closing early'
I said, but surely you can't just decide to close?! He said yes, all the machines are off and the till is off..
I went back to my car.. it was *still* not 6pm, so I went back into the Costa shop.. another lady came in at the same moment. The Costa worker said the same to her- ‘sorry, closed!'
She and I talked in the car park- she said it was a disgrace that the young lad just decided to close the shop early, and, what would Costa say if they knew that..
I never ever bother to lodge complaints etc, but please please make sure this employee is up to your usual standards..
6pm *means* 6pm..! (Soo disappointed)!

I visited the drive through at Costa Ethiebeaton Monifieth Dundee on 1st February 2021 at 19.00 approximately and purchased two coffees: one was a hot drink (an americano) and the other a cold drink. The server passed the coffee through the window but had not properly secured the lid and the contents fell onto me and badly scalded (burnt) my ankle and part of my heel. I have photographs of the injuries. My car is also in need of a valet due to the smell of coffee + milk and my suede training shoes have a dark stain. The main issue is I am a lot of pain due to the burn and subsequent blistering. I would like to log a formal complaint as (1) The coffee lid was not secure when served and (2) the staff were unable to offer any first aid (there were no gel packs etc. and all i was offered was a cup of cold water and an alcohol wipe! Please contact me at the above address and I will provide more information needed. Note I tried to contact Costa via the complaints section on the website but it would not accept the submission

Hi there
We use a variety of pods in our Nespresso Creatista machine, including your Brazilian blend No11 and Mocha Italia blend No5.
We also use Nespresso and other brands.
When using your pods, the machine struggles to pierce the foil covering, sometimes not piercing them at all
We now have approximately 8 boxes of Costa pods which are no good and have not used. We bought them from Morrisons as they were on offer at £2, reduced from £3, but now we wish we hadn't, as the last two boxes have contained several duds.
I notice Costa seems to be part of the Nestle group, so am surprised they work so poorly with our Nespresso machine. We have not experienced this issue before or since with other brands. Maybe this is a batch issue.
I would appreciate your feedback
Thanks
Richard Stinton

Customers ordering on App being given priority leaving other customers waiting.
A few days before Xmas a customer who arrived after me and entered using the COVID prohibited route was served immediately leaving me waiting.
On Xmas Eve two other family members along with a queue of other customers were left waiting for up to twenty minutes whilst other customers who entered later and had ordered on the app were immediately served.
Please confirm that this practice of prioritising app ordering customers will immediately cease at the Alfreton store and all other Costa outlets.

I was charged twice for the same order.
19/12/20 while on a walk, I used the mobile app to pre order from "Sunbank Lane, Altrincham.
order number [protected] was showing as 3 drinks with a cost of £10.10 as completed at 13.08pm.
when I went into the unit to pick up the drinks I was told it wasn't showing as registered. even though I showed the young lady the order reference and receipt I was told to contact my bank to confirm payment was complete.
1. I shouldn't have been told by Costa coffee to prove my payment. Costa coffee staff should have believed the evidence on my app and assumed it was an IT glitch within CC?
2. I lost my temper, for which I apologise, as I couldn't believe that the only response from the young lady was for me to check with my bank!
3. I was told to reorder, which I did at 13.37pm with reference [protected] for same order and cost of £10.10.
4. my wife went in when the app showed the transaction reference as I was still angry with the attitude of the young lady that the onus was on me to prove the transaction. the order was completed by the store "manager" as requested by my wife. the attitude of the manager was first class and we received our order and "chocolate" extras for our inconvenience and told to complain if the transaction showed twice on my credit card statement.
5. the 2 transactions have been debited twice by CC. a copy of my card transaction page is attached.
6. I received an email on the 20th Dec 2020 asking me about my visit. I outlined my issues as above but never received any acknowledgement or response. this again is a cause of concern to the customer care and service within CC?

Action: please confirm receipt of this complaint. my email address is [protected]@btinternet.com
please outline what happens next?
Kind regards
David Lavin

Hi,

My husband and I visited your drive through costa in slough this morning we had popped out to get some essentials and thought we would treat our selfs to breakfast a bacon bap and coffee, however are outing was cut short the lady severing us through the drive through passed my husband the 2nd coffee and the lid wasn't on properly this resulted in the whole coffee going all over my husband burning his leg and all over our expensive car! The cashier didn't seem to think much off it ! We drove off pulled over I ran into the Costa to ask for a clothe water ect and there was no sense of urgency hardly even got a sorry, this really ruined which should have been a nice morning out ! And our breakfast and coffee which by the time we had sorted things the best we could abs got over the shock was cold !
Lucky my husband wasn't badly burnt however he was badly shaken up and we were both upset. our car is ruined we have been told it's going to cost £60 to get the seat cleaned .

My email is [protected]@live.co.uk
[protected]

Please let me know how you would like to deal with this.