Costa Coffee
Reviews and Complaints

Hello. I bought a reusable mug in your store last Friday 20 May at 16:45-17:30 in your Banbridge Store in Northern Ireland.

I have just started using it today and noticed that the seal between the red plastic and stainless steel is broken and air bubble / liquid is seeping out. I have included a video and photo below.

My teenage son went in Costa Poulton le Fylde. He used the toilet. He took a bag with him. When he returned to shop next door where I was he realised he didn't have the bag. It was a white carrier bag. With items in. I asked for cctv to be looked at. They said they will look. Not sure they did as he said he saw nothing! The man took my mobile and name so I could be contacted. I doubt he will. He said cameras only cover so much! Bag had my blue coat, sons Bench jeans and a book my son had from college, which he borrowed. He is so upset people are so untrustworthy. It happened today between 2pm and 3.15pm. My boy has black hair, had blue jeans and blue jacket. Do I involve police? I would rather not. I'm Rosemary Campbell and mobile is [protected]

Bought a bacon roll a slice of carrot cake. Always eat and drink at costa but this occasion wasn’t happy. I asked for a milky coffee got a Americano the carrot cake was dry and not moist wasn’t very edible I complained about the coffee she put milk in the top I could still taste the Americano the coffee store stay strong it didn’t taste like a milky latte so wasn’t happy at all.18/05/22 visit date.

Good afternoon,

It is with regret that I feel the need to raise a complaint about the treatment myself and friends received by one of your staff.

Today, May 15th, 2022, at 10.30am, approximately 12 of us went into the Costa Coffee in Hedge End village, Southampton. We are a group of people who meet every Sunday and usually purchase our coffee and go to the local park. However, because of the inclement weather today, we decided to sit in and, due to the number of us, we pushed two small tables together, which were tucked away in the corner (the two tables in the second picture).

Shortly after sitting, we were approached by your deputy manager, who I believe is called either Keira or Akira. She very abruptly and loudly told us that we couldn’t put tables together and that we must ask first and that we were not "allowed" to use anymore chairs, which meant one of our group would have been left standing. If 20 chairs are available in the coffee shop, then only 20 chairs can be used regardless of who is sitting on them or where.

I would like it noted that we all purchased drinks, and some also ordered food. We were told that if we come in again, we would have to wait for the big table at the back. Today, the big table was occupied by one lady and her laptop, who was already sat there before we arrived and left after us, and at no time did your deputy manager approach her and ask her to move.

Our group are all local to the area and include a doctor, lecturer, teacher, and other members from the community and church, we were all offended by her manner and heavy-handed approach to paying customers.

As already mentioned, we do not normally sit in, but if we do, we would like to feel welcomed and not like we are an inconvenience to your staff. Can you please confirm if our. group would occasionally be able to enjoy a coffee together at this Costa Coffee. There is an alternative coffee shop in Hedge End and rather than face the wrath of your staff again we shall use in future, unless I am able to get confirmation that our arrival would not cause another scene. I did take some photos on our departure to show that we put everything back the way we found it prior to leaving, I have included these with my complaint.

My husband and I decided to have a coffee on crewe retail park. We enter costa and there was a massive queue but we decided to wait. It took fifteen for us to get served and whilst I appreciate there was new staff within the building the manageress was rude and had a go at my husband for wanting a different version of the protein latte. She stated why can't people just stick to the normal version of the drink. He ordered it with cows milk. What has happened to this amazing costa. Where have all the old staff gone. Costa you have let yourself down by employing rude staff and people who don't care about customer service

I'm a builder working night shifts at terminal 3, on 3 occasions recently (between 1/130am) myself and 4 other's have gone to your level 1 Costa at T3 to find your barista praying, unfortunately we haven't got time to stand there for however long it takes before we're served. We now use the caffe Nero downstairs and a lot of the other operatives on site are doing the same. What happened to "the customer comes first"?,

I visited Costa Coffee at Liverpool Lime St Station on Sunday 8/5/22, for my usual Cappuccino -whilst waiting for my train home.

I was concerned to witness a lovely young lady of mixed heritage ( very common in this home town), immaculately dressed & very distressed. She was with her grandmother & I approached them to see if I could help in any way. She told me that she had been refused service by the Manager of that shift, Lois- the very young lady that had served me also. Apparently, the coloured young lady had allegedly thrown her money at the Manager, who as a result refused to serve her. Quite right too in my opinion- However, how this actually occurred is beyond me, as the sheet of plastic between the staff & customer only has a very small opening -which can only be accessed at waist height- thus to throw something at a staff member would be virtually impossible!

I must stress that I did not witness this occurrence myself, but the evidence before my eyes tells me that this racism- pure & simple.

As a member of the National & International Stand Up To Racism Organisation, I will not put up with this kind of treatment!

I ask of you therefore, to investigate this matter & inform me of your conclusion. Meanwhile, I will assure that my colleagues in SUTR in Liverpool Branch avoid this particular branch of Costa Coffee.

Please ensure that your staff are trained in Equality & Diversity – especially in Liverpool, as we are well known for our tolerance in our community.

I thank you in anticipation of your compliance regarding this matter,

Dear Sir/Madam,

I am writing to explain the ordeal I had to experience today during my visit to the Wigan Robin park Next branch/Costa branch.

I had been shopping and trying on clothes when my little boy of 5 years old desperately needed the toilet. I ran with him to Costa with is within the building. I was abruptly told no he can not use the toilet it is out of use. I pleaded with the assistant, which was embarrassing in what was a very busy shop, but she explained it was the manager at Next decision and she wasn’t aloud to let him in. I explained that he was going to do it in his pants imminently. I asked her if the manager of Next allows it can he go which she replied yes. I ran into the shop to ask a lady behind the till could my child use the toilet and she said ‘No!’ I then asked another member of staff at Next was she the manager and could my child use the toilet which I thought she said yes and ran to the toilet. Meanwhile my child is in my arms crying that he can’t hold it anymore!

The assistant in Costa then ran after me and shouted across the shop to stop and to get out of the shop and my that child couldn’t go! I was absolutely mortified and my child soiled himself in the store!

I then found the Manager of Next and asked her why could I not take him and again she replied they’re out of use! I questioned were they broken which she replied the back of the shop is closed.

I am disgusted that a group of women would let a young child cry and soil himself in their store. This company should be absolutely ashamed of themselves! I am a mother of 4 young children and this treatment today is disgraceful. It is a legal requirement to provide toilet facilities in a store of that size providing food and drink for customers. The customers that witnessed this were also appalled at how we were treated.

I am not sure what I want to come from writing this letter as I’m sure you will probably not take it seriously just like your employees didn’t take my young child needing the toilet and soiling himself in public seriously.

I will be awaiting your urgent response!

To Whom it may concern,

On the 27th of April 2022 I visited the Costa in Westbourne and gave them my e Gift card which expired on the 7th of this month but they said they were unable to use it.

Also, I tried to use my Gift card that had around £5 on it but had expired. Due to lockdowns and my husband very I’ll we got out rarely. I feel that there should not be an expiry date on certain products especially considering the difficult times we have been through.

Dear Sir / Madam

We purchased a Coffee and Hot Chocolate at Costa on the MOTO Services Bridgwater Junction 24 M5 Northbound on 29.04.2022 (receipt attached).

Having resumed our journey North we found both drinks were tepid.

We couldn’t return to complain as we were on the motorway.

We regularly use Costa and were very disappointed.

Please reimburse us.

Regards

David and Pam Eyton

Costa No. [protected] [protected] 3

i was given 2 ten pound gift cards from a customer who purchased them from tesco

[protected]

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i was also given the receipts for both above when trying to use them in costa i was told i could not use them.

they told me to go back to tesco as they said they cant help me

i went back to tesco and showed them the receipt with the words card activation successful but they said they could not do anything for me to go back to tesco

Nikki store manager when asked, told me she had to sit and watch a que of 15 people wait over 20 mins to be served while the two staff served , made food and cleared tables, all the time Nikki sat at a table doing her paper work.

On a Saturday morning in Meadowhall Sheffield!

Nikki was very rude, argumentative and showed no customer service skills.

She continued to ignore her customers even when I asked her if she could help serve.

Will not be going here again, shame seems I’ve been going with my work friends every Saturday for years.

Hello I attended your tunstall store on Tuesday this week (I usually go 2 times per week) and usually get greeted with the usual 'hello what could I get for you' this time it was a cold welcome and the lady was just rude. Her name was Angela. She didn't ask what I would like she just said next. She didn't make general chit chat just took my order abruptly. I asked for lightly toasted toast she sighed as if I had annoyed her. Upon leaving Angela was clearing tables nearby and me and my friend had been allowing our two babies to share our toast etc. She looked over at the crumbs under our table and went off in a huff. Muttering under her breath. I feel put off. I feel as though she didn't want us there she didn't want to serve us and in general it seems she hates her job. The costa in tunstall is lovely with some lovely staff that go out of their way to make you feel welcome and Angela didn't.

Hi I've been in Costa before and notice the staff put the sandwiches on the counter that are that days date, I did pick one up and found that it wasn't reduced yet out the fridge so I put it back and got a fresher product.

Yesterday as now M&S sandwiches you still do the same thing which as a customer god knows how long they have been out the fridge specially when they contain prawn, I was in Costa for an hour and still out the fridge, do you or your staff know nothing about food hygiene etc shocking

While I'm a regular at costa in your the Tesco in northallerton,I've taken my toast back several times as you could bounce it off a wall.it was that hard to bite.I have noticed that the bags of bread are left open so the bread could dry up this could be one of the problems.

I went in to Costa coffee in camberley and I drink a 1 shot dry cappuccino and I never get what I said for I get a 2 shot wet it is like having a latte in a cappuccino cup and have been told that is what I asked for.

They are so rude it’s unbelievable, no manners at all! What gives them the right to speak to us like that? There isn’t is there! The lady looked like she was new and he was shouting at her. Why get staff if they can’t treat there customers with respect or staff for the matter. There were 4 of us and we got lunch we wanted to use discount and my costa card but apparently not allowed to use both. He was sighing there was a big order but that don’t matter. Sort it out

Please find attached images.

I purchased photo numbered 1. About 3 years ago, it's amazing. My journeys are usually 4 hours long, but I recently lost the lid.

So I bought a new one. Image numbered 2. It's awful doesn't even keep my coffee warm for an hour. What kind of travel mug is that. If it ain't broke don't fix it. Now any costa I visit I try and get the good mug image one but there's none anywhere. So I'd like my money back for image 2 since it was an absolute waste of money.

[protected]@hotmail.co.uk

I went twice recently to Costa coffee in retail park Elgin Moray one time at 3.30 pm and another time 3pm . After I made my order I was told just take away and not sit in as I had said. I asked the staff what time they closed and they said 5pm but they are short staffed. I don't understand why I was not informed firstly on entering. I'm not happy and after a number of years being loyal to Costa am let down and my loyalty is taken for granted.

At approximately 11.15am on Monday 4 April! I purchased a flat white coffee to take on my train journey. I have never tasted anything so bad. It was so week and had no flavour, almost milk and water! I was served by a young woman. Such a waste of my hard earned money!

However, The previous Friday I purchased the same order in Costa Crosby Larger Village branch. The young woman was delightful and asked if I wanted to try a new blend. It was delicious and I thanked her for the recommendation before I left.

How can 2 branches be so different? I have been a loyal customer for many years.

I look forward to your response.

Thank you.