Costa Coffee
Reviews and Complaints

My partner and I ordered a black forest hot chocolates, paid just short if £8 for the two.
The hot choc was luke warm, and certainly wasn't the black forest.. as it was a drive through and in a rush to pick my autistic son up from his school I didn't have time to take it back. The women really needed to learn manners .. No please or thank you which really annoys me. My son is autistic and he is able to use manners. Over all a really disappointing experience. This won't stop me coming to Costa.. however I will not be using the Swansea retail park one again.

Purchased at Antelope Park, Southampton
Monday 19 November 2018 at approx 09.15
Medium Caramel & Praline hot chocolate

Dear sirs

This the FOURTH time now I have returned from Antelope park, Southampton Costa Coffee to find it's the wrong drink!

I have never bothered to go back out to change it because it would cost me time and petrol, but this occasion  is different because I ordered hot chocolate and got Latte and I can not drinking coffee. It made me sick as I took a wonderful big gulp of hot chocolate NOT!

In light of the seriousness of allergy issues recently reported in the news this is not a good thing to be happening in your stores.  I know the lady who took my order listed it correctly because I heard her tell the girl who made it, but she was busy chatting and obviously did not listen properly.

There must be a way of ensuring customers get what they order or it could prove potentially fatal one day. I suggest you impress upon staff the importance of this issue throughout your stores and when training.

You offer a wide variety of assorted drinks and they are not cheap so this is an expensive mistake  for the customer as well as inconvenient and irritating one.

I left the store today without a receipt so am unable to prove purchase, something I will not do in the future, If I return.

This mistake left me, physically sick, out of pocket, disappointed and a wast of my time.

Yours, one very annoyed customer! 😠

Just been to Durham services Costa. Ordered a coffee and a tea in take away cups but chose to sit down to drink them. The tea was too hot to drink. Our 3 year old son, Beau, knocked over the cup of tea from the coffee table in store and scalded his lower abdomen. We immediately stripped him off and applied wet wipes on the red area of his skin. We informed staff who simply came over with blue paper towels to mop up the spilt tea but no first aid kit or advice. They did offer us some ice which we didn't feel appropriate for a burn.
Very dissatisfied with staff response to this matter. We are now back on the road and hoping the scald is nothing serious and his skin clears up soon. Our grievance is that staff did not fill out an accident report or offer any trained first aid response. They didn't even ask to see his skin.

Hi,

I received a gift card for my birthday 23rd July 2018, loaded with £10.00. I used it in Littlehampton Costa to buy a flat white on 28th Sept. This should have left me with a balance of approx £7.50.

Tuesday 30th October, I attempted to use the gift card to buy 2 hot chocolates in Portsmouth store but I was told the balance was zero. I was confused, but it was busy and I didn't want to make a fuss so paid on my bank card.

I was convinced the team member had got it wrong, so Wednesday 31st I went into my local Costa in Bognor Regis and got them to double check it. They confirmed that the balance was zero.

This is impossible as I had only used it once to buy 1 drink.

I am hoping you can please help me retrieve my balance.

I look forward to hearing from you.

Kind regards
Carolyn Hall

Went to the Costa, they served me a barely warm latter. Did not want to argue but instead heard the dirty talk about the customers. In particular: " She is the worst customer", - to be honest I was disgusted. How you can talk about the customers in front of the customers? It's so dull. They all needed to be to fired and replaced by someone who is nice and kin to work hard for the sake of the business. Costa becoming worse and worse each day. And it comes to the price, it is not cheap at all...!

To whom this may concern, myself and my mother visited costa coffee in Crewe Cheshire retail park. We were discusted with the service. We ordered a hot chocolate and filter coffee a gingerbread muffin and caramel shortbread.
When I checked the reciept it was wrong they gave us a different coffee instead of the filter coffee and charged us for it! When I went back to tell them the girl was just really rude and said we didn't have any filter coffee! I said well to be fair that's not our fault is it?, you shouldn't of charged us for something we didn't ask for, also charged us 45 p for 3 marshmallows and charged us for cream without telling us. I just wanted a small hot chocolate. Like I say she was so rude she was like well if it's an issue I'll refund you the pence. It wasn't pence and she was so sarcastic. We are totally fuming! The cakes were dry as anything too and toilets were filthy! Don't like to complain but feel you should have this feedback all the other Costa coffee's we've visited have been great. To be honest there isn't really any reason at the minute why I'd want to visit that branch again with that particular member of staff there, and you could clearly hear here talking to another member of staff about it right under my nose how rude and unprofessional.
Thanks for taking the time to read this.
Regards
Camilla key

The chicken with pasta (not sure the exact name) I ordered from Queen Elizabeth Hospital, Birmingham, was burnt tried to eat it but the pasta and chicken was hard. I returned it and they gave me a mac and cheese at my request. That was under cooked, now my stomach is aching. I love Costa Coffee always order when I go to Odeon Broadway, Five Ways. Because of this experience I will not order from Costa Coffee again and will not recommend anyone else to.

I went to the Costa Coffee in my lunch break on 20th September and asked for a decaf flat black.
It was so hot I could barely hold it - told the 2 colleagues I was with that I was going to need a cup holder because it was so hot. Whilst trying to out it in the cup holder- it spilled over my right arm - scalding it so badly - I was in agony - one of the Costa employees wiped up the floor and according to my colleagues actually laughed - no one offered me any first aid - ice cold water or anything. I returned to my office and ran it under the old tap for 20 minutes - the pain was excruciating and the ward staff gave me flamazine after I had run it under cold water for another 10 minutes. The pain kept e awake for 2 nights.
Despite contacting Costa via the customer services form online. I have heard nothing and I am appalled by the lack of care or concern the company has. I did fill in a customer incident form later that day but even then was appalled by a member of staff's comment that she got burnt all the time, and insinuating that what was the fuss about.

Long blonde hair works at drakehouse sheffiekd. She is rude arrogant. She has a issue with my daughter. We used to go in regular but no longer do due to Helens demeiner. Her ex boyfriend is friends with my daughter. Helenand this boy who used to work in Costa split up and the atmosphere you can cut a knife. Helen has been I to work on her days off and caused a atmosphere. Her ex is not allowed to talk to myself im47 and my daughter and she makes this very clear. I do know she has been pulled aside by her manager. Hence I do t go up due to her rude attitude. Been up today to tether to stop. Talking to staff I know inside the Costa as its getting back to myself. She has raised her voice and stormed off. Iwill no longer be using this Costa. The manager has spoke to her but no feedback ect. Helen says she's now got a problem with me because I complained. I want her investigated

I ordered a chocolate twist, a muffin and 2 American coffee with milk. This ordered came out of the Costa location in Gamet Al Deal street. First the chocolate Twist was hard as a rock and you have changed the recipe or the amount of chocolate you put inside. It only had 3-4 dots of chocolate. This was not a chocolate twist it was only a plain twist. I am very upset and disappointed that you have changed the recipe for the worst not for the better. I did not taste the chocolate at all.

I bought iced costa coffee at above outlet at around 6pm on 18th September 2018. I drank most of it found what I thought was a piece of ice in the bottom turned out to be a shard of glass, quite a large one. I have the piece of glass. I consider this to be a very serious thing. I tried numerous times to contact the outlet and your customer services tonight. my phone number is [protected] and I shall expect u to contact me about this urgently. regards tina sycamore.

My husband and I visited the Next Costa coffee this afternoon at Kirkcaldy retail park. Obviously it was busy; it always is, especially at the weekend. Whilst I was queueing I overheard one of the team members ask someone ahead of me if they could take their drinks in paper cups. I said to my husband 'did he want to stay at that Costa, or go to the newer one' (also in the retail park). No problem, we would stay. The lady who was then going to serve me had overheard me and said that we could have our drinks in china cups, if we preferred; but they were having problems because the dishwasher was broken. I asked if that was the reason for the very untidy/messy seating area. At that point, another member of staff jumped in and started rattling off a number of excuses as to the state of the cafe. The worst thing for me was when she said 'there's another one over there's pointing in the direction of the other Costa coffee. I said that I knew that and she said back to me 'well, you could go there'.

I consider it very bad practice for staff to be suggesting customers should go somewhere else, even if it is the same company. I have now visited this particular Costa a few times, when that team member has been on shift and have noticed her attitude is not particularly pleasing.

She is a young girl, about 5'2"; dark blond hair. We were unable to see if she was wearing a name badge.
This person needs some immediate training in how to deal with and speak to customers.

I would appreciate this, as I'm sure others would as well.

On 25/08/18 i biught a ice coffee at mumbai terminal2 airport 0640 hours.was served by Mr Samad staff no 5007 in the receipt it stated 330idr.but when i reach back Singapore i receive a bank statement i was charged for 1031 idr.so i when i check back the receipts..i found 2 receipts for that particular transaction.i paid using mastercard.one receipt was charge for 330idr and under the mastercard transaction i was charge 1031 idr.please do check up on this.I hope this is just a human error and not an intended moves done by the employee.u can contact me at md.[protected]@hotmail.com if there is any other info that you need.Thank you for your kind heart.

Hello there, I would just like to tell you about my experience yesterday. I am a lover of costa coffee and whatever store I have visited, as always been a lovely team of staff, always polite and service always excellent. However, I visited a Costa, that is situated in a amusement arcade, in trecco bay, Porthcawl, wales, it is in a diner, by the name of Legends diner, been there before, never a problem, but yesterday, I ordered three lattes with a lovely young girl, paid for them, she then told me to wait at the end of the counter, where another lady would give me the coffees, I could see that this lady had made four coffees, she turned and said, one coffee? I said yes, as she was looking directly at me, she gave it to me, but I thought to myself, I ordered three, so, as she turned and said, three coffees? I said, actually I have ordered three, and before I knew it, she was in my face, shouting at me because I said yes to the one coffee and not three, I said, well, I'm sorry, I should have said, actually I've ordered three, but if you just give me another two, that you have there, that will be ok surely, but she carried on giving me a hard time, she was so abusive towards me, I couldn't believe it, people in the diner went quiet and were looking, it was so embarrassing, my 11 year old niece was with me, and it really upset her, then this lady raised her hands in the air and told me to get lost, I walked away, so upset by all of this, then I went back and asked the young girl who originally took my order, the name of the lady, she told me her name is, Marie Fox, and unbelievably is the manageress there, I couldn't believe it, she also told me, This Marie Fox, is like it with a lot of customers, and even worse with the staff. I found this visit, an awful experience, which really upset myself and my niece, I have recently lost my father, and my emotions are running high, I really didn't need this, it was awful. I wanted you to be aware of what is happening there, and what this manageress is doing, as Costa Coffee, I have always held in high regard, and would hate for someone like this would give Costa a bad name, you certainly don't deserve that, and she certainly doesn't deserve to hold her job, she needs maybe, a course in customer service. Thankyou for your time .

Eyre Square shopping centre store of Costa Coffee in Galway, Rep of Ireland. Date: 25/08/18, Time: 15:30.

Costa coffee club no: [protected]

I ordered 2 cappuccinos and a pot of earl grey tea plus one extra pot of hot water. All items were placed on one tray, the spout of the pot of hot water was overhanging the tray, pointing towards my right hand. When I picked up the tray the pot poured scalding hot water all over my right hand. The incident was witnessed by both baristas on duty yet no assistance or first aid was offered. I proceeded to sit down but was in considerable pain. I insisted on some form of first aid and went up to the service counter again; one of the baristas brought me a first aid kit but no professional help was available, just a ‘help yourself approach'. I felt genuinely upset by the whole situation, suffering a significant injury with no help available. Is it policy to have no professional first aid assistance in branches of costa coffee stores?

I hope to hear some feedback. I feel some legal aid may be sought due to shortfalls in Costa Coffees health and safety policies

Regards
Michael Curley

Hi Team,

I would like to complaint about my visit to your branch at Green plaza - Alexandria 25/8 at 1:15 pm. It all started when I entered the coffee with my wife I asked one of the staff to take my order we ordered beef bacon croissant and smoked turkey wrap sandwich and hot drink, he brought me a strange baicon croissant not fresh, burned I couldn't even cut it with my knife, i asked him is it fresh? He said yes however it tasted horrible, he impolitely asked me to replace it i said "no" he turned his back and kept on giving me strange looks as if he is telling me that i am not welcomed also he kept on straining and grumbling in a very bad way "the Salle waiter has obvious scar on his face" I ate the strange croissant and left in 10 minutes
I didn't want to share this bad experience on social media/ don't buy here groups on Facebook cause i really admire you but such individual attitudes should not be at your branches and such rude behavior are not accepted

Regards
Mahmoud Salem

Get Outlook for iOS

Dear Sir/Madam,

I decided to contact you to inform you that the manager of the Costa Coffee located at the Rua de São Filipe de Nery in Galeria Comercial da Praça de Lisboa in Porto (Portugal) that took our order for the coffees was extremely rude. I would like to express my highest concern about this kind of behaviour, especially coming from someone who is supposed to be managing one local. We were greatly disappointed by our visit taking into account that people that can't contain their bad mood and are taking their personal problems on the clients should never be working in the costumer service.

Kind regards,
Marta.

I attend the Costa inside the Odeon Cinema in Tamworth, Staffordshire three times a week. I am severely disabled and autistic so I look forward to my visits as I spend the rest of my time at home on my bed. I have been going to the same Costa for two years now and never had a problem. Lately there has been a problem with the quality of drinks I receive from a few members of staff... Paige and Kayleigh... I have lattes and they should be thick, frothy and creamy and most staff deliver this. These two named staff constantly serve very poor lattes, which are more like flat whites... It seems that they are just being extremely lazy and can't be bothered to do it properly.
An incident happened on Saturday 4th August at the same Costa... The member of staff... James... failed to mention that drinks are made with semi-skimmed milk as standard, I prefer whole milk and because it was different my autism kicked in and I got upset. My husband took it back and James gave us a new one and apologised. Fine. My husband then explained to James that I don't deal with changes very well. James reply was "Life's all about changes" and he laughed. It may not seem much to you but I was very offended and upset. Paige was also working that day and she was having, what I would call, a completely inappropriate conversation with James and a friend. She was talking very loudly about a recent visit to Ann Summers store and describing the lingerie she bought. I was extremely uncomfortable and as its inside a cinema there were children all around. On Monday 6th August I was back for my regular visit and I mentioned to Paige and Kayleigh what had happened on the Saturday. They whispered amongst themselves then completely ignored me.
I literally spend 90% of my life on my bed and only spend 4 hours 3 times a week out of my house. I look forward to my Costa and this particular Costa is the only one in our area that has the space to accommodate my power chair. I now find that these 3 people are ruining it for me and are causing me extreme distress.
Hope you can help and thankyou for your time.
Mrs Carol Makepeace

I visited costa in beumontleys last week for the first time in 18 months and was appalled at the state of place .filthy is an understatement here is a list of what was wrong
1 flies everywhere
2 stale milk on the floor with coffee bags standing in the milk
3 shelves and crockery were only swilled I witnessed that with dirty jugs
4 one girl serving food wore a jacket covered in dirty hair from her own mass
5 floors very sticky
6 no barista serving
I'm sure I could find more but I left before I drank the coffee as the smell and dirt made me feel sick I have enclosed photos to prove my point and have more if nessasery
I'm hoping you make this an issue because if not I will ring health and safety and get them to take a look
I'm keen to know your procedure on such matters

Aug 5th 14:20PM IN Beijing, China
I ordered an Fresh fruit cut iced Jasmine tea in 欧美汇 COSTA.
This barista made the tea with no flavor and she told me it is what is it. i've been to many cafe and always order the same drink. When I told her maybe she should try it, she told me she won't and i will have to take it.
I am very disappointed about the service and want an apology from this barista.