Costa Coffee review: Customer service

I visited the Costa café in Muswell hill today (8th November 2023) at 10:30.

I asked for a coconut cappuccino. There was a long order before me with a customer ordering many drinks ( I think 9), so I knew I had to be patient.

I understand that because of the larger order before mine, the baristas were getting confused; the one who started making my coffee has asked me at least 3 times what my order was. I politely told her every time what I wanted, but she kept asking. I was very understanding. She then made my order but she thought she had not done it properly so she left the drink aside and started making another drink for me ( although the drink she had made was the right one). The other barista ( black hair) said that she would make my drink and she was very polite and apologetic that the order was taking long and that they kept asking what my order was ( I think at this point I had repeated my order 7 times). I was still polite and smiling. When I finally received my drink ( 10 minutes later) I asked the barista with the black hair who was very nice to me, if I could also had the other drink, which was made by mistake, so it does not go to waste. I work in a children's Home as a teacher and I thought I could treat my students with the drink that would go to waste anyway. The barista with the black hair said I could have the drink as a compensation for the long wait and for making me repeat my order 7 times.

But when she went to fetch my drink which was placed near the sink, the other barista ( blonde hair- whom I am complaining about) said loudly to her' 'I want it, I want it- meaning the coffee. Still the nice barista told her, ' we need to compensate to the customer, please. But the blonde barista kept saying angrily: 'I want it, I want it'.

I decided to take the second coffee as the black haired barista put it in my hand.

As I was leaving the café, the blonde barista started shouting in front of the new customers; We have been very busy, we had a long order, WE ARE NOT SLAVES!.

This was very embarrassing to hear, especially as people turned and looked at me. She was so angry because I asked for the drink that would go to waste as she wanted to drink it instead!. They could easily refuse to give it to me. I only asked for it, because I don't like waste and I thought it would be a good compensation for the poor service ( not the wait, but the repeated asking about my order). If they said that they could not give it to me, I would be OK by that, but shouting in front of everyone 'We are not slaves' is totally unacceptable. The language is appalling. I was polite and patient and kept smiling but the blonde barista needs some serious training around her manners.

I don't want any compensation, I don't think I will walk in that café again, especially if she is working there, which is unfortunate, as I am just working around the corner and I spend my working hours in Muswell Hill.

Please let her know that she cannot speak to customers like that ever again.