Costa Coffee
Reviews and Complaints

I am very upset as an airline worker i have been found to this Costa coffee since you opened in Summer 2014.
I always found the staff and service fantastic and the staff can't not be faulted,
However I have discovered some serious concerns in your payment sector.
I always order a condato coffee muffin
I have always payed around £4.00 with my staff discount until the other day it clicked you have two prices
Take away
£2.30 condato
£1.75 muffin takeaway pride which it was
£4.05 what I usually pay after discount
However the total was 4.40 before discount
And again £4.05 after discount
I questioned the cashier on this
How can
£2.30 and £1.75 add up to £4.05
Plus with my staff discount it was £3.55
I have taken a sceeen shot of the card and payment taken of you need me to confirm
?
So why have all this time you been charging me eat in prices for what is a take away as muffin always places in a bag and coffee in Costa cup ?
I am very upset that I have been continuous over charge !
Also I had other issue a couple of weeks ago checked my balance on my Costa coffee card and had enough for a free coffee however the staff always apply my staff discount and then take the points of the card .
However the lady took all 230 points off and didn't apply discount
Even though when I got my free coffee before points were taken with staff discount
What is the point on applying staff discount of you charge people eat in prices and full point for coffee on Costa coffee
Card ?
It's misleading and pointless
My coffee card number is [protected] you can verify this
I would Like you to please reply with why this is allowed and verify correct way ?

My contact email address is
[protected]@hotmail.com

Thank you

22.7.2017 11.30A.M.(store ref [protected]) Travelled to Meadowhall from Derby. Decided to have a drink and snack before shopping. No teacakes, no Pain au Raisin, no Wafer biscuits(in blue wrapper).No explanation for lack of these items. Ordered Cappuccino- no teaspoons available. What a shambles. Staff did not seem to care about this. I am a regular visitor to Costa in Derby - Intu centre, Debenhams, Wyvern and Meteor centre outlets.Never had any problems with any of these.My friends and I go to the Wyvern for coffee every Monday morning, usually have 2 drinks each as we have catch up talk.

Hi, I live in Ruislip - Hillingdon - Middlesex

My complaint is against the BP petrol station in Ickenham - Middlesex.

I called in on the evening of the 25th July.
I purchased a large Latte from the machine, I have putchased many in the past and know the taste, this particular Latte was not a Latte I have had previously, the taste was lacking in coffee, I may have well had a cup of milk.
I spoke to the supervisor on duty at the time(James) and relaid my opinion.

To my disgust he said he wasn't able to refund me or give me another cup from the machine.
I am asked out and put it in the bin.

I am very disappointed, I will await a reply and hope something can be done.

we visited Costa pease pottage on the 21st july at approx 11:10am.I asked for two small Americanos one with hot milk one with hot soya milk one small latte and a flat white extra hot. One of the Americanos was half full which i asked to be topped up which he did. Then he said what do you want in the large Americano and I said no I did not order any more Americanos I ordered a small latte and flat white. He seemed to think I was wrong and questioned me but I I didn't say that I said small latte and flat white. He then gave me a large latte instead of a small one which I accepted. One Americano with soya milk was cold, and flat white was cold and had no coffee in just milk. I returned the two coffees she said he will make some more and bring them over, which he did, but with no saucers no spoons and no milk and the flat white was still cold. by this time we had to leave. I would like a full refund and this has put me off returning to Costas.

Went into Clacket South services TN16 2ER tel:[protected] today to buy a coffee and 2 croissants at the Costa café there. Was asked to pay £7.32 I gave the white man with dark hair and a foreign accent a £20 note. Though on my receipt it shows clearly that I was owed £12.68 in change, he only gave me £2.68 in change. Before I even had a chance to look at my receipt, I questioned the change given to me. The man on T2 swore blind I had only given him £10. He then said he'd marked it down as £20 but I had only given him £10. As mentioned before, I had not had a chance to look at my receipt at this point. When I said, I know I gave you a £20 because I had no £10 notes, he apologised and gave me the £10 still owed to me. I really believe that if I had backed down, he wouldn't have given me my money. I am a regular Costa shopper in London mainly. This crooked barista has really left a nasty taste in the mouth, not the coffee.

I have been a regular at this Costa branch for a number of years and although the coffee is great the basic facilities are chronic. Regularly no soap in the toilets. On one occasion the toilets had no soap for 3 days. All kinds of waifs and strays from off the street, people who are not even buying coffee are allowed to use the toilets. The points system where you get points towards a free cup of coffee is never working at this branch and you have to take your bills to another branch to redeeem your points. Crunch for me came when I wanted to use the toilet. This Costa branch closed at 8pm every night. I am disabled and wanted to use the toilet at 7.55pm and had to wait as the disabled toilet was being cleaned by a member of staff. I have a serious prostrate condition which means that i must use the toilet or suffer pain and incontinence. Having waited 5 mins for the cleaning to be completed I was told that I could not use the toilet as it was by then 8pm and the Costa was closed. I explained my prostrate condition and that the other toilet was already locked and that I had been waiting 5 mins buit to no avail. I had to leave without being able to use the toilet and ended up filling my pants and being in alot of pain. Never been so disgusted in my life and will never use them again. Staff need proper training and management need to be revised.

14/07/2017
My senior citizen disable and fragile friend called Costa customer services to complain about a faulty travel mug couple of weeks ago. She was promised an online voucher or a code to replace the mug sent to her email address. It was never sent despite couple of weeks down the line.

She visited Costa coffee at Holloway Road in London “her local store" to ask for a replacement. The member of staff admitted there is a fault. My friend was told to leave the faulty mug then come back within couple of days in order to have it replaced.

The vulnerable woman went back to be told “no replacement, we do not have it anymore, just bin it and buy another one".
The woman tried to explain that was not fair as this is a manufacturing fault. Costa very rude staff was having none of it.
They verbally abused her and told her to leave the store or they will call the police.

When she asked to speak to a manager she was told there is not one. When she asked for a regional manager phone number she was told that they only see him / her once in 6 months. That was actually a BIG lie.
A female member of the East European staff winked to a male customer who was sitting nearby, the tall and big guy came running hurling verbal abuse at my friend.

My friend was again threatened by the staff to call the police.
My friend left in tears.
What on Earth is this?

Why a faulty item is not swiftly replaced accompanied by an apology?
Are we really in England?, the supposed to be decent nation, well mannered people and a decent society with great respect to the elderly and the disable if not to each other?

Since when did we have these appalling attitude and behaviour? Where is the Disability and Age Discrimination Act 2010 in here ?

Interested media, charities and legal bodies are welcomed.
For contact, comments and replies please email Mathew:
[protected]@hotmail.co.uk

I am a regular visitor to Costa in Aberystwyth, however I am appalled and distraught by the behaviour of one of your staff members towards my little boy today. He is only 21 months old and was sat behaving so well, thoroughly enjoying his ham and cheese toastie. He was laughing and screaming occasionally with excitement especially in anticipation for his cake. As a mother there is no greater satisfaction that seeing your little child who is indeed still an infant enjoying his food especially as it is not cheap to purchase. All of a sudden one of your female staff members approached us and raised her voice aggressively towards my little boy and shouted "you be quiet" in a rude, and a verbally abusive manner. I was shocked and so overwhelmed that words failed me, and had it not have been for your other staff members swift attendance with an apology then my reaction would have been substantially different. I am aware that the apology came from your staff member, namely Lucy who was very apologetic and also appalled by her colleagues behaviour. I am unaware of the other staff members name who I am complaining of.
I am utterly disgusted that we were subjected to such dispicable behaviour and it was truly upsetting for us. It was absolutely unnecessary, and even if there had have been a noise issue then shouting an at infant is not the professional way of dealing with it, and her behaviour is very easily a criminal matter. I am aware that you do not have CCTV in the area where we were sat.
Words cannot express my anger and disappointment today. I am appalled.

I'm writing to complain about the state, of the Costa Coffee, St Peters Street Derby DE1 2AB UK
The state of the toilet, and the floor was appealing,
It's a nightmare dirt everywhere, microbes growing all over.
There was faeces on the rim of the toilet, dirty toilet paper on the floor, like you'd need a HAZ MAT suit just to go in there.
We will now not be going in there, and will advise others the same.

Hello.
I am wishing to put in a formal complaint about costa coffee kingsgate. It is a shame as I have worked for costa coffee before and know the standards that they hold and wish to be carries out. This costa is my local and since my two awful experiences I have not and will not be back. I have actually resorted to going to m&s cafe where I get so much respect as a human deserves and god forbid a wet latte as requested.
1. I went in and asked for a large wet latte to the crowd of baristas whom were deliberately ignoring me as they were excited about their weekend plans. Third time I was looked at with destain and my order taken. When given my change and my coffee I got no eye contact by either the cashier or barista. I asked if my latte was wet and he said as wet as could be, however I had watched him and well know that a wet latte is not rocket science. I checked and as I thought it was like cappuccino. Now I am not just being a pain in [censor] customer which I know you can get in public sector. All I wanted is my wet latte. I asked again and he actually argued saying it was wet. Shook his head and finally threw a wet latte on the surface. I was so miffed I took it to gi rather than sit in. What was to be a refreshing experience became an added stress to my day. I found out his name was radi.
2. I returned a week later. I had put it off but thought give the place another try, he my not be in. I ordered a large vanilla latte only to find when I had driven off that there was no syrup in it although it had been put through on till. I again decided to take it away as radi was too busy shooting dirty looks like a school child to serve the queue. These two experiences have vastly changed my opinion of costa coffee values and those that they are not instilling in their staff members.
I also feel it necessary to say that whenever I am in costa the fort it is filthy, I have to clean on table with towel I have been given by staff and gone without due to fly infested cakes. This is not surprising due to filthy store however is not what you expect from costa but a back ally burger van.
Disappointed customer
Rebekah hawke

I visited my local Hanley Costa coffee today and was absolutely disgusted to see that their selection of cakes were completely infested with flies (which is completely unavoidable) however, after we had told them about the cakes with the flies on they responded with "we know but they keep on coming back" and then went on to serve a mufffin which had about five flies on it to a customer despite the flies being on there for a good ten minutes from what I could judge from being at Costa.

Me and my carer was in Costa Coffee this morning wednesday 31st May at Lisnagelvin shopping centre, I ordered then sat dwn wile my carer collected order, but unfortunately she dropped the tray onto the table and the coffee went all over order and my stomach, I passed out straight away as I have a rare medical condition and shocks make me pass out. However my carer louise said that within a split second one of the staff was on hand helping her, I dont remember any of it. He changed our order as everything was covered in coffee. He saw I was unwell and asked could he assist in anyway, Louise explained my condition briefly he offered to turn music dwn etc and gt me burn cream for my stomach.
He made a very embarressing situation disappear and I cant thank him enough. That was my first time out in a cafe in nearly 2yrs as im afraid of passing out in public I also take seizures, but I will definately be back to Costa in Lisnagelvin. Audrey the Manager as it turned out to be is such a credit to your team. And made something awlful ok. And I would like to thank him from the bottom of my heart xxxxxxx

I have been going to Costa now for a number of weeks as a family of 3 spending a minimum of £10 each time. Due to allergies my husband cannot drink dairy or soya milk and has therefore been asking for a mocha made from goats milk which he has provided (unopened and sealed). This has been served in a number of oulets all over the Isle of Man without any problems until recently. We found the staff in the costa at Douglas sea terminal and in Ramsey park were really pleasant and welcoming. However, the staff in Ramsey parliament street are downright rude and have a disgusting manner towards customers.

The manager in parliament street refused to serve me saying that they close at 5 however this was 16:55 and the door was still open with their advertising sign outside. My husband went in after me and they continued to refuse him service as it was now past 5 and they were closed. He tried to explain they were not closed when I first went in and found the manager extremely rude about the situation.

A couple of weeks later I returned to the same shop and was refused service again because i had requested a mocha with the goats milk (which I supplied) due to allergies. After weeks of being served this from various outlets across the Isle of Man this had come as a bit of a shock and I was told that if the staff in mooragh park serve this then I should go there. I did this and I was served without any problems. Even the staff in the park were outraged because we only do this due to allergies and think it is unfair that we are being refused service due to health implications.

The next time I went into the costa in Ramsey park, I was refused service for the first time for supplying milk. The staff here were very apologetic about the situation.
We will be contacting the citizens advice and Isle of Man trading standards about this.

I visited the Costa Coffee at Kirkstall Bridge shopping park in Leeds W Yorks.

I found the staff disgraceful, very rude. The Manager's attitude towards me was below contempt. The toilets in this branch are always dirty, and often have urine on the floor.. Suggesting they are rarely checked, by the "OVER WORKED STAFF"! Try and find a table that has been cleared and cleaned. Most other Costa Coffee branches are great, but this one AVOID AND SAVE YOUR MONEY

Having visited Costa Coffee at 45 King Street, Bridlington YO15 2DN, in February 2017 was sad to see the condition of the tables and the seating areas not been cleaned/cleared in order for customers to be seated. I visited this costa coffee shop again on Tuesday 21st May 2017 only to find conditions have not improved in any way. While waiting I overheard another lady also complaining of nowhere to seat due to uncleared tables/chairs. I enclose a photograph of the problem and would appreciate some form of follow up. At present I am not willing to go to any Costa Coffee shops and if I do and find the same problems I will take further by informing the Food Hygiene Standard Agency and leave feed back on Trip Advisor.

I await for your response.

Mr P Billcliffe
([protected]@hotmail.co.uk)

went in the store and I ordered a Cortado. After I order went to a table and I left my stuff there. few seconds later went to collect my coffee. As I went back to the table there it was a member of the stuff, a dark one, indian, bakistani or Bangladeshi. I told the that is my stuff. She told me that I need to say PLEASE. I replied with nothing. as I sad at the table I can see the person, the member of the staff being really agitated and was looking towards me. Went back to the member of staff, her name is Vanish or Vanisha, and I told her that may be she shouldn't work in services sector. The minute I said that she said that I am really rude customer, that I am rude, that I am rude, rude, rude and so on. She said for a number of times and she said really loud!
At same stage I asked her if she finished and she said she doesn't care if I report her or I ask for a supervisor because I am rude. When she finished I asked for a supervisor and the supervisor, Andy, said I am rude or something like that. as I seen that there is no point in talking to the second person I asked for a telephone number for Costa HQ. Of course no number was provided.
I asked for a refund and I left. As I left I said you all behave like donkeys ...
Overall experience with Costa Clearwater I have to say it was really bad and stressful! and I am really surprised that you have no complaints line in case a customer would like to complaint for the service they got!

Sebastian B.
Card Number: [protected].

I visited a Costa in Nottingham (Castle Marina Retail Park) on 7th of May. I wanted to redeem my points because I knew I have more than 1000 points but somebody did a mistake during that time because my real redeemed points were 395 but now my points balance is 40. Somebody redeemed more 660 points. I'm very disappointed. How can it happen? It's unbelievable.

As a regular customer to the Costa coffee shop in woolshops halifax West Yorkshire, I am rather disappointed by your male employee, when my husband complained that the disabled toilet was in a dirty state on Friday, your employee attitude was if you don't like it don't come back, my husband has decided we won't be going back, I understand that sometimes your cafés are busy, but being rude to a customer is not acceptable,

Dear reader i'm am writing to inform you about how i'm utterly disappointed with costa. I generally love your drinks however this time everything was disgraceful. After ordering a medio belgian chocolate creamy cooler a drink that is supposed to be cold was warm and it was made differently. Secondly the drink was not filled to the top of the cup and was a drink made with no care, just randomly made in a rush. Lastly we thought this was the end of our problems until we come to pay and the staff were very rude. Not treating the customer with any basic customer service which I was shocked and appalled by.
This really is unacceptable with poor customer satisfaction. So I really need to get my money back because as a regular customer who comes to costa daily this is not the way I should ever be treated.
If serious action does not take place I will be reporting this incident to my solicitor who will take further action based on the attitude that customers receive by staff. Thank you

I went to the Romford Costa branch today and when it was my turn to be severed the girl who started handling my food had put the broom down after sweeping the floor and without washing her hands put the plates on the tray to serve me and handled my food.
when I confronted her she replied do you want me to wash my hands I would think it is hygiene to wash hands before touching food.
I spoke to another girl there and asked for the manager, she told me that she was the acting manager and the manager was sitting on down so when I went to the told him that your staff has handled food without washing their hands the manager told me that the staff don't have to wash their hands if they have only touched the broom handle if that is the case can you please confirm in writing that its ok for you staff and you policy says serve customers without washing your hands after doing the broom.
As a customer I think its very unhygienic serving food in this manner.
to contact me my number is [protected] e mail is [protected]@yahoo.co.uk