Costa Coffee
Reviews and Complaints

15.07.2021
The female staff member with dyed orange hair who served me was coughing continuously throughout my visit and was not wearing a mask (while others were). Staff should not be working if sick and should be wearing a mask at all times to protect customers.

Sir, I am a disabled customer with extremely limited mobility as a result of strokes and osteoporosis. I do look forward to very regular visits to "mainly" Costa, Bishop Auckland, which is normally a very pleasant outing I make at least 3 or 4 times a week. At this point it would be best to point out that I am only able to stand for a couple of minutes at best, again, as a result of illness.
On Saturday 11th July I travelled with my husband (I am unable to walk at all without his support) to Costa Bishop Auckland and we arrived at the shop at around noon. There was no-one to meet us at the door and bearing in mind my earlier statement regarding my inability to stand my husband helped me in to the shop and looked for a table that was in use, at the same time he spoke to the nearest two people in the queue and asked if if was ok for me to sit and they had no objections. At this point a member of staff approached the table and told me that I could not sit there. Her manner was very abrupt and rather loud and, whilst I tried to explain about my disability she was having none of it and simply put out her right arm with the palm of her hand up, a rather ambiguous gesture which has no obvious meaning.
I appreciate that at this time you have to have a system, but in that case, we should have been met by a member of staff at the door where I could have explained my problem and he/she could have explained we would have to go elsewhere or, perhaps offered me a chair away from the queue, or is that just my former management experience coming to the fore. Instead I was made to feel very embarrassed and more than a little upset. After many years of Costa being my No1 Coffee Shop, I am not sure I will be back.

I attended Costa, Wyndley, Sutton Coldfield today and was absolutely discussed by the way the manageress was berating a member of staff in front of customers and work colleagues. I understand her name is Lucy. I will not be attending there again.

It was very busy today so quite a few people heard her shouting at a young man by the name of Greg.

No one should be subject to such humiliation no matter what the circumstances. She is totally unprofessional.

She needs to be spoken to. The young man in question has worked there for quite a while now and is always very professional and polite. She is letting the branch down with her rude and intolerable behaviour.

Costa Coffee deal Kent. Visited 07/07/21. Ordered 2 Cappucinos which tasted of milk and water whereupon I returned to counter and ordered two Espressos knowing that these would perk up the Cappucinos. Staff very pleasant and courteous, I was not charged for the Espressos and was told that if the Espressos did not work then to please return them and they would make two more fresh Cappucinos. However, I made the choice not to bother returning coffees to counter as my thoughts were if it did not work 5 minutes beforehand would not the second 2 drinks be the same as before.

I have complained twice to Costa Coffee about a member of the staff at Costa Coffee in Handsworth Sheffield. The first allegations was that I went into Costa Coffee with my daughter and harassed the staff namely Sarah Power and that we had both been asked to leave. I emailed Costa Coffee explaining that I had never been in coffee shop and in fact I had never been in a Costa coffee shop in my life. I explained that this Sarah Power was making these stories up as she is the partner of my daughters ex who she is in a custody battle with and that there was an up and coming court case and that false allegations like this could have a devastating affect on my daughter 4 month old baby and I asked for proof ie CCTV none was forth coming and Costa refused to help. Both my daughters use that coffee shop and have done since it opened as it is literally a 2 min walk from where we live and there has never been a problem until now. None of us have ever met this girl Sarah along with the masks would not have known who she was if she was stood in front of us. This is the first incident which both my daughters were never asked to leave the coffee shop this could only have taken place from the store reopening on the 12th and the court case on the 19th which both my daughters did go on one occasion but they were sat outside with the baby as it was a warm sunny day. The second incident happened again my 2 daughters and there friend went into Costa Coffee as it was there friends birthday and they went for coffee and a cake my daughter was asked to fill out track and trace and when she went to do so this girl Sarah Power starting shouting thats not her name is Carryanne Jackson shes lying at which point my daughter told Miss Powers not to mind what she was doing and she would do the same the girl went running off for the manager the manager informed my daughter that there was a retraining order against her which is simply not true and she asked my daughters to leave which my daughter without any further confrontation did she left the premises as she noticed the Manager was pregnant and did not want to cause her any more stress. I go on holiday and on my return to my horror a police officer had been to see my daughter but she was not in and he left his phone number my daughter rang him and was informed Miss Powers had made a complain of harassment at work and facebook posts she wanted to take it further but the police informed her they did not think it was harassment . The police Officer then informed my daughter that both my daughters and myself are barred from Costa Coffee and that it is the shop that has barred us. I am horrified that I have been banned from a store I have never been in I rang the policeman myself who told me the same as he had told my daughter he went on to say that there had been a lot of incidents in the past with my daughter and her ex and that they did not believe what Miss Powers was telling them. I said to the police officer how can I be banned from somewhere where I have never been he informed me that it was the shop that had banned me. I also told the police officer that its ok you saying you don't believe her but they will bring this up in court and there is nothing as proof from the police that the matter has been dropped. I have asked Costa Coffee for it in writing that I am banned from this store with dates and times of when I was allegedly in that store so far I have heard nothing . The information I have requested is only for me and no one else as my 2 daughters have been in the store I on the other hand have never set foot inside. I have a right to defend myself and if that means I have to take to social media to do so I will because I HAVE NEVER BEEN IN THAT COFFE SHOP AND NEVER WILL. No one seems to see the severity of what is going on here and it is disgusting that a members of the public can be subjected to this there is an investigation into this family and the corruption that transpired from them taking the 2 children and this is just more games to them what everyone must understand is there are 3 children involved . Once someone takes a stand to stop incidents like this from happening as this can also damage the reputation of the Coffee Shop and you have now lost the custom of all my family and friends which is a shame because the coffee shop was literally on our door step. I want my name and that of my daughters clearing as this is nothing more than a witch hunt to discredit the family because of up and coming court cases.

Fed up of Costa keep running out of frostino powder. Three times in the last couple of weeks I've stood in the queue only to be told they were unable to make me a frostino. They could at least put a notice up. Ten minutes wasted out of a forty minute break is a lot when you're working twelve hour shifts. Now they are allowed some visitors they should also up the quantity they order

Costa opened a new store in Crow Road Glasgow. It was previously occupied by Nero . I and many customers went there with our dogs with no issues we were always welcomed. I walked in on Saturday about to happily adopt Costa as my new favourite place. I made an order and just before I was about to pay I was told no dogs allowed. In this day and age that is just unacceptable. If Nero allow dogs why not Costa. You will lose lots of customers and I for one and many of my friends will now avoid Costa at all costs. This won't mean much to Costa but I'm afraid your reputation is gone down hill. Shame on Costa for refusing a little dog and a thirsty customer.
Mr D Christie

On the 20/06/2021 at approximately 08:00 Hours I visited Costa coffee with my transgender friend which was situated within the Moto service area at junction 47, M4 Penllergaer, SA4 9GT.

We both approached the counter and ordered our drinks, I went to take my luggage in the seating area as we were drinking in.

My transgender female friend stayed at the counter to collect the drinks, when the female manager (see photos attached) addressed my friend as 'SIR' saying words to the effect of 'are you drinking in SIR' I overheard this comment and promptly corrected her error in a civil and courteous manner, to my horror the manager responded with immediate threat and aggression in which she demanded that both of us had to leave the premises.

I informed her that I was not leaving as I had just ordered a coffee and wanted an explanation as to why we were being removed from the premises, she could not answer my question and continued to order us out with addition to her orders she was verbally aggressive, and I quote 'get the [censored] out of my coffee shop, this is my [censored]ING coffee shop, get the [censored] out!'

Myself and friend was absolutely mortified and it sends anxiety all through my body typing this up and reliving the situation again.

I tried to reason with her and stated I was only informing her that my friend was in fact a MISS not a SIR, however she took my correction as an attack and it triggered a very aggressive and hostile response from her.

She then charged towards me with her fingers pointing towards my face, continuing to swear and intruded my personal space, at this moment in time I became immediately threatened and was frightened for my safety so I informed the manager I was going to start to record her on my smartphone for my own protection, upon doing so she further got aggressive and viscously snatched the phone from my hands and walked off with my property.

I followed and demanded that I have my property back, she then threw my phone onto the shop floor and grabbed my hair at the crown of my head and pulled my hair down towards the floor, I naturally screamed for help and she eventually released me, upon escaping her clutches I picked up my phone and rang the police IMMEDIATELEY and informed them I had just been attacked by the manager of costa coffee, I stayed in the coffee shop for back up and the manager left the scene and by doing so she left an employee who was still inebriated to run the shop floor alone, I really did pity him as he seemed to be panicking about the situation and he looked very intimidated/frightened of his manager.

My opinion; This whole situation could have been prevented if the manager was simply able to practice basic customer service skills and keep her emotions at bay whilst at work, I hope that she is removed from her position because of this incident because she is not only a DANGER to the general public! but she is also a danger to her fellow staff and herself, she is in need of self-care and anger management lessons.

Me and my wife attended Costa Coffee in Llantrisant (by the hospital).

Upon arriving a member of staff told my wife and I where we could stand whilst queuing, instruction which we followed.

When we arrived at the counter Sophie (duty manager) told us we couldn't stand together. We explained to her that I had hearing difficulties (suffering from tinnitus) hence I was with my wife. We both are mask exempt. She then said I had to wear a badge, however this is not a legal requirement, clearly she did not understand the government's guidelines. Poorly trained, rude and clearly felt that humiliating customers was the best course of action to take.

She then continued to humiliated us by saying that we should have told her earlier that we had problems and refused to serve us and refused to talk.

I tried to explain, however she walked away saying that we would not be served in that store.

None of the staff were working from customers or one one another at 2m, which is a requirement. In fact it when learning the site we had to walk within 2m of both sitting customers and those standing in the doorway.

I managed to get her name from a member of staff who was clearly embarrassed by their manager's handling of the situation.

I am trying to make a formal complaint however Costa does not seem to care, especially looking at the reviews found all over social media and the internet in general.

I feel that she was attacking my disability, this is unacceptable and humiliating me because I needed my wife to be able to hear her clearly.

I will be seeking legal advice.

i went to Costa in Emersons Green today and for the Third time this week, when I ordered my Drink and food all the tables that were empty when I walked in had people sitting at them, because I went on my own I could not sit anywhere as the tables were taken by people whose friends were behind me in the queue. My advice is not to go to Costa on your own as you are not appreciated. I gave them the food and drink back and would like the money given back to me please.

Myself, my elderly parents visited the Costa Coffee in the Plas Coch, Retail Park, Wrexham at approximately 11.30am on 17th July.

Myself and my mother had found a table and sat down whilst waiting for my father to purchase some coffees.

Whilst we were waiting, we were approached by a young lady who was carrying a laptop. With no introduction or any reasoning she requested to see some identification and bank details. I was taken aback with this request and declined politely to provide these personal and private details.

She advised it was for Track and Trace. I explained that I will scan the Q. R code which was directly in front of me. Her response was "that was my choice but if you don't want to do that I can take your details with my laptop." I declined the offer and advised her that I was not comfortable providing my information in this manner and I would prefer to scan the Q. R code and use the NHS app.

She was getting quite abrupt and her tone and mannerisms were quite offensive. She continually said that this was government guidelines at which I quickly corrected her that requesting bank details and having to provide a form of identification was not government guidelines. Providing a name, contact number/email address was sufficient enough for Track and Trace. I have been to many restaurants, pubs and coffee shops and this method has been used and not once have I asked to provide I. D and bank details.

The young girl kept arguing with me which I found uncomfortable and aggressive and completely unprofessional.

After this long winded and completely unnecessary confrontation she then explained that the Wifi was not working properly and she needed the details to put through the track and trace on the laptop.

If this was explained in the first instance then I would have happily obliged. She made the situation and my experience in Costa very uncomfortable. I have used several Costa coffee establishments long before Covid and since the Covid restrictions have been introduced but this experience was extremely unpleasant and I be sure to avoid this particular site from now on.

I have worked within the customer service industry for over 25 years including the travel industry and hospitality. This customer service was awful and I would encourage more training for your staff if they are to confront customers for their details.

Unfortunately she was not wearing a name badge and was only wearing a burgundy t-shirt at which maybe I should have asked her for her I.D. as there was no visible uniform.

Can I suggest that a sign is to be put up explaining that the site's Wifi is not working and the track and trace code is inaccessible and therefore customers' are required to provide name, a means of contact such as either an email address or telephone number.

She clearly had incorrect information or inadequate training and this should be addressed to avoid further confrontations with customers when they're asked to provide bank details.

She offered no way of apology or acknowledgement.

The couple that were sitting behind us, had obviously heard the conversation and said they were not interrogated by the staff when they had purchased a coffee. Therefore this whole situation fueled more disappointment and unhappiness making me feel somewhat victimized.

I understand that the government restrictions are difficult to understand and police but outlets such as this should try and make the experience of now being able to go out for a delicious coffee more enjoyable and with ease.

Instead she made me feel uncomfortable, angry and let down.

I would like to think this can be passed on to the manager or even the staff at Costa Coffee, Plas Coch in Wrexham.

Not once, but on too many occasions now I have had to wait far too long for service both In store and when pre ordered for collection. Two recent examples pre ordered drinks were over 10mins past the maximum time stated and in store over 15 minutes to serve three people. Girl making coffee looked to be half asleep, girl making cold drinks and food had no clue what she was doing and manager is clearing tables and on her phone out the back of the store.

I attended the above premises on Wednesday 09-Jun-21 which according to the opening hours presented on the door remains open till 20.00hrs, I was with my sister, niece and also my other niece and her fiance and my 8 week old great niece, we arrived at 18.15hrs to find that the door was locked, my great niece is breast fed and required feeding, a member of staff came to the door to inform us that the shop was closed and closed at 18.00hrs, all of us attended last week at 18.45hrs and were admitted but told they closed at 19.00hrs, we'd walked for 20 minutes to use the service and the staff weren't even prepared to serve us as they never even offered to ask us what we wanted providing we used the seating area outside, this would of been a sale of £25+ which we do between 1 and 3 times a week, I'm sure you'd agree that this is a considerable amount to lose due to unhelpful staff who can't be bothered with foot customers and think that they can get away with treating customers in this way as it's ultimately a drive thru, the annoying thing is, is my niece's fiance left his car outside, we chose to walk for exercise, this attitude is very unfortunate due to the opening hours provided on the door do not state opening hours may vary or even that the opening hours are specifically for the drive thru, once we were turned away we went across the road to McDonalds and purchased our goods and during our stay saw other members of the public being disappointed and more sales to your Company lost, it's a shame as it's not just yesterday's sales lost, it's probably £25+ between 1-3 a week lost, but from the evidence of watching from over the road, the Company is losing a lot more as it's not just us that weren't honoured with the supposed service Costa provides.

I visited Costa at 118 Westminster Bridge Road, London, SE1 7RW at around 12pm.
I was served by a lovely lady and wanted to make card payment as I didn't have any cash on me. The lady was taking time as the machine went down so she said for us to take the drinks and the machine will up running in few mins. Me and my sister did order as takeaway as my sister is heavily pregnant and was on a limited timing for her hospital appointment at st Thomas. After waiting for 10-15mins I asked if we could now make the payment, to which another man name Abdul replied " no go and get cash or wait another 10mins" I explained I don't have any on me then he asked me to wait more. After another long wait I explained we are running late to which he replied " leave the drinks and go it's still or working" I felt utterly humiliated as there was more customers, the lady behind me felt the embarrassement and offered to pay for our drinks to which declined. He was very rude and arrogant. I wouldn't want anyone to experience this and I have now changed my view on costa. I'm a very regular customer to other coffee shops including Costa but this has left me shaken.

Having been in your store in the sealife centre at great yarmouth today, only to be confronted by someone who is obviously working above her ability, asking me for my details for the nhs track and trace, I don't want to give my details, nor do I have to, it's not law, it's by consent, as is everything in this country, so to be told by this girl 'unless I give my details she won't serve me' goes against everything, I do not have to be threatened or coersed in by someone who clearly hasn't attend any of your training on this matter to buy a coffee, so I didn't, I am absolutely livid she thinks she can tell me what to do. Well you lost out on a sale there, because I just walked out, went and gave my money to another company that does want my money.
It was about 10.30am Sunday the 30th may 2021.
If you feel you need to msg me you can on [protected]@northage.co.uk

I do not know the exact date but it is between the time you opened back up on the 12th April and the Court case which was the 19th April.
The staff involved is called Sarah Power and her place of work is Costa Coffee, Handsworth, Sheffield.
My daughter is in a custody battle with her ex partner over her 2 children his new girlfriend works at the Costa at Handsworth Sarah Powers as we have just found out. This employee has made false allegations that both me and my daughter came into her place of work intimidated her and that we were asked to leave. First of all this Costa is at the end of mine and my daughters road it is our local coffee shop where friends, neighbours and family meet yet I myself have never been in in fact I have never been in a Costa coffee shop in my life.
These false allegations were made because there was a court case coming up and it was done out of bitter hatred that could have had a devastating affect on a 4 month old baby. My daughter has been to the coffee shop twice the first time she say outside with the baby and the second time she sat inside. None of us has ever met this Sarah Powers and would not know her if she was stood in front off us plus due to present circumstances everyone is wearing masks. I have asked customer services If there is any CCTV of this incident they have said there is none I have asked if they could do and investigation into the incident I have been told they cannot help. What has been done here is very serious and I am asking for your help to clear this up it is a malicious lie and as I have explained I have never been in a Costa Coffee shop . If this incident had happened then I would have thought there would have been some kind of log just in case of any further incidents. Cafcass is involved in the court case and it is cafcass that these false allegations were made to, my daughter has a 4 month old son were these allegations taken serious this could have a devastating affect on that 4 month old baby this is how serious this is .

To whom it may concern
I am writing to you to complain about one of you're stores in 156 high street in Hornchurch

I have been complaining to the manager and owner of this store for the last two years.
I've tried so hard to solve this but unfortunately there is no talking to this owner. He is so rude and obnoxious and feels he is not answerable to anyone.
My issue is as follows
I live above costa coffee in high street in Hornchurch.
Every time the wind blows the yawning makes a drum noise which rings throughout my flat. I have made videos and have shown the manager but he was not interested.
I then spoke to the owner and he laughed at me and tried to blame me for burning holes in the yawning which is nothing to do with me.
I can not deal with this noise anymore
My next step will be to hit the internet and make complaints about this costa shop
And if I don't get any joy from that then I will have no problem in protesting outside the shop with placards.
It is not fare that I pay rent every month and can't sleep in my own flat every time the wind is strong.
Please let me know how you are going to sort this. ASAP.
The other issue I have is the lack of hygiene in the back of there premises
With overflowing bins which blow everywhere and make our place look like a tip.
Pictures provided

Costa Carr Street Ipswich Phone number - [protected] Pawel

We ordered a large delivery through Just Eat for our Friday delivery at work.
When the order came the driver handed it over and two of the drinks were spilt and leaking all over the floor. two drinks were not labelled and two were wrong and looked exactly the same to and these could not be consumed because of allergies.
We ordered muffins and were sent biscuits.
When we called to request the order being corrected or refunded the girl on the phone was extremely rude and really didn't care, she did'nt even attempt to try and resolve the matter and even blamed the driver for the order being wrong.
We filed a complaint with Just eat with no luck.
We then called Costa back and the same girl said within earshot ' I do'nt know what she wants, you deal with it' and passed the phone to a guy named Pawel. Pawel was just as unhelpful and really did not care about any of it.
The staff were rude, unhelpful and completely incompetent. We often have a Friday treat from Costa and spend a considerable amount of money but we will be going to Starbucks from now on as their service must be better than we received from your company today.
Totally unprofesional and unacceptable service from such a well established company. I personally would not be happy if any of my staff had this attitude

My email is [protected]@me.com

17/05/21
Client number- 6337806829399970281638
I visited you st peters st branch in derby at around 2pm this afternoon extremely excited as once again I could have my coffee inside with my husband and daughter, we went inside and they chose to sit on the comfortable big sofa chairs and I joined the table in my wheelchair. My daughter went up to place are order whilst i and my husband stayed at our table only to have a member of your staff call to me from over a table away quite loudly told me I could stay there as I was blocking another table and told me I could sit at the table she had chosen but then again very loudly said "well I could move the entire table if you want to stay there", I was so embarrassed it was awful and completely devastating as half of the customers were looking over, I can not believe I was made to feel so upset.
There was no reason that your member of staff could not have walked maybe 10 steps to me and spoken quietly. I then spent my visit holding back my tears, there isn't many places that I have always felt safe to go into on my own but I always safe there until today. Most of your staff are brilliant and as helpful as they can be. The only member that needs training on dealing with customers and discretion is a woman called Emma could you please ensure she receives help. Many thanks
Mrs Lindsay Delderfield