Costa Coffee — Restaurant in New Delhi

(costa coffee across from Mac Donald’s) Extremely poor unprofessional and disgusting service.

I left my hotel without breakfast and decided to come to costa. I ordered myself a cold caramel iced coffee and a chicken roll. (Which by the way both tasted really good) but the service here is absolutely atrocious and not the standard I would have expected from this chain of coffee shops. When I placed my order I told Monika the server on till my items are for take away, she then proceeded to talk to over to a girl called Asha all in another language and they laughed hysterically. After my chicken roll was heated up under the grill it was slapped down on to a a disposable plate and slid on the counter top. I then repeated I needed the sandwich to go. Monika then passed this information to Asha who rolled her eyes to the ceiling more then once and made it clear she was not impressed having to transfer it in to a paper bag she then started laughing loads while I was waiting. This behavior was disgusting. I’m a paying customer who just wanted something small before boarding my plane. Out of all the restaurants in this building I choose costa and this is the behavior of the staff. To be honest receiving this service and looking at the unprofessional behavior I wanted to cancel my whole items but this would have been time consuming and more hassle than what it’s worth. All Asha had to do was place the chicken roll / sandwich in to a paper bag. This took literally 4 seconds out of her day to do this. These staff make it so clear they hate their job, or even worse hate their paying customers. I observed their behavior with the people in front and I felt as though anything that was asked of them was a hassle and was made a huge ordeal.

Overall the sandwich was nice but the service...

I went to costa with my dad to get a drink and something to eat for our 3 hr long flight because it was nearest to our gate. I decided to get a muffin and a peach iced tea because it was very hot then. I was looking very forward to it. I went to the woman at the cashier and ordered the peach Iced tea. I very clearly specified multiple times that I did not want the lemon one but the peach one. The reason I was so adamant is because I am allergic to lemon. I waited a long 15 mintues for just one drink while there was a couple that had also been waiting for about 20 minutes for some tea. While I waited longer, the couple got their tea tasted it and it turned out to me coffee. I don’t know how this could have happened but it did. I finally got my drink and I looked at it and could tell it was lemon iced tea. I asked the couple to see if they thought the same and they said yes it definitely looks lemon. So I went back to the woman who made it and told her that there was a mixup and to kindly make the right one. She then started to gaslight me into thinking that it’s peach and not lemon very rudely. She started arguing and then finally I asked for my money back because she was being very mean. She then kept refusing even though I didn’t even drink it and even the couple was fighting back with me and complaining. After long argument I got my money back because i payed in cash so it was easier. And the couple also got their chai....

The outlet inside the airport is a disgrace to the Costa brand. The staff are clearly untrained—I even saw one of them giving training to another while preparing our coffee. This level of service is unacceptable, especially from a reputed international brand. If you cannot maintain basic standards, this outlet should be shut down immediately.

The chocolate lava cake we ordered was handled carelessly. It was heated, packed upside down, and when I pointed out that all the chocolate had spilled into the bag and asked for a replacement, the staff’s arrogant response was shocking. She acted like replacing it was some kind of favour. To make matters worse, another staff member first gave me a cold cake, and only when prompted reheated it—but still not enough to enjoy properly.

As a UAE resident, I can confidently say such negligence is unheard of here. From Costa, we expect at least a minimum professional standard. If you cannot train and manage your staff properly, don’t spoil the customer experience—close this...