Costa Coffee — Restaurant in Birmingham

I’m writing this review after two separate visits to the same Costa Coffee branch, both of which were negatively impacted by the same staff member.

On my first visit, I had an extremely unpleasant experience. From the moment I interacted with this staff member, his body language and tone were rude and unwelcoming. When I requested a caramel frappe with soya milk, he questioned me repeatedly: “Is it allergy-related?” I explained it was a preference, yet he continued to speak over me in a patronising tone, almost arguing about my choice. He seemed irritated and dismissive throughout the entire interaction. Despite the poor customer service and the drink tasting off, I decided to let it go—assuming he may have been having a bad day.

Unfortunately, during my second visit, I encountered the same staff member again. His behaviour was just as unpleasant—if not worse. He was not at the till when I entered, and when I waited patiently, he stared at me from the dessert section with an arrogant expression before eventually coming over. I placed the same order again: caramel frappe with soya milk and extra caramel. Yet again, he asked, “Is it an allergy or a preference?” I answered, “No,” but he stared at me blankly and asked again as if I hadn’t spoken. His attitude was grumpy, dismissive, and completely unprofessional.

This staff member seems deeply unhappy in his role. His attitude is not only uninviting but creates an uncomfortable environment for customers. The drink quality was again poor—nowhere near the usual Costa standard. His behaviour suggests either a lack of interest in the job or possible bias, which is deeply concerning.

He knows who he is He was a tall man with dark hair, of Filipino or Asian descent. I am not writing this to target anyone unfairly, but to raise a valid concern about repeated poor service from the same employee. If this behaviour continues unchecked, it will damage the reputation of the branch and drive loyal customers away. I sincerely hope management addresses this issue and takes it seriously. No customer should feel unwelcome or spoken down to over something as simple as their...

Came in this morning at 10am, never again.

Asked if they did the tropical mango BUBBLE frappe drink. The white girl with brown hair serving said yes, so I paid.

I then watched her make the drink, not adding any bubbles and using the regular straws and then serving it to me. I asked her if she added the bubbles as I didn’t see any nor did she give me the correct straw, to which she said no.

I told her I didn’t want the drink if it didn’t have the bubbles and was confused why she didn’t tell me. She said they just didn’t have any left.

Completely baffled. You wouldn’t serve a hot chocolate with just milk and no chocolate powder.

The fact she tried to serve it to me without telling me she missed out the key ingredient is disgusting. I’m not sure why she thought she could walk over me and I wouldn’t say anything.

Anyways I told her I wasn’t having it to which she caught an attitude, definitely need to learn some customer service skills.

I asked for a refund where she looked extremely scared and walked off, with no apology!

Many thanks to the manager who processed my refund, you’re a gem 💎 (p.s. I’d advise you to remove your...

Last Wednesday afternoon, we visited your place, and honestly, it was a disappointing experience. One of the staff members asked us to change seats twice so they could clean the area we were sitting in—right in the middle of the day at 2 PM while customers were there. That could have easily been done after closing, and it felt unnecessary and disruptive.

We also asked for a large mug but were told they were only serving in plastic takeaway cups. On top of that, the staff seemed rude and indifferent, showing no care for the customer experience.

This isn’t the first time we’ve noticed this kind of attitude, but it will definitely be the last time we visit. It’s a shame that customers don’t seem to...