Costa Coffee — Restaurant in Broxbourne

I am writing to make a formal complaint about a staff member whose repeated unprofessional behaviour has left me extremely disappointed. As a regular customer, I feel compelled to speak up — both for myself and on behalf of others who value good service and respect.

On 23rd July, I came into the store around 17:05 with my baby and ordered an iced flat white. When I returned to the till at approximately 17:18–17:20, I briefly placed my baby on the edge of the worktop while securely holding him, just so I could collect my drink and sort myself. A young female staff member (dark skin tone – mentioned for identification only) said, “Can you please move him from the worktop?” while gesturing with her hand — with no greeting or warmth whatsoever. I found her manner cold, dismissive, and lacking basic courtesy, especially considering I was visibly struggling with a toddler.

To make matters worse, the iced flat white was rushed and poorly made. I didn’t challenge her, simply said “ok” and left — I didn’t have time to argue with someone acting rudely. But the experience stayed with me. In a busy location, with Starbucks just around the corner, customers have alternatives — and this kind of behaviour is unacceptable.

Then on 25th July, I visited again around 5 minutes before closing with my two children and my sister-in-law. I asked if we could use the toilet, as we have done before with no issue. I know most of your team and always receive great service, especially from your Greek male staff member, who is always polite and welcoming.

In the toilet, I realised there was no toilet paper. I asked the same female staff member, and she replied bluntly, “I have no more left.” However, moments later, the Greek colleague kindly brought me toilet paper 🧻 so clearly there was some available. This kind of passive-aggressive behaviour is unnecessary and unhelpful, especially with children involved.

While I was still inside, I overheard her telling my sister-in-law and the kids to “go outside and wait for her.” My five-year-old son replied, “No, I will wait for my mummy.” She then knocked hard on the toilet door, making me feel rushed and uncomfortable. When I came out, I heard her say to the Greek colleague, “Go clean the toilets, they’re both full of shit.” This was loud, vulgar, and entirely inappropriate — particularly in front of children. After that, I spoke with the Greek staff member in Greek and told him what had happened. He apologised on her behalf and told me, “The manager is aware — we’ve had ongoing issues with her behaviour.” That only confirmed what I had already felt — that this is not a one-off, and her conduct is a known issue.

As a loyal and frequent customer, I urge you to review your CCTV footage from both dates. The facts are clear, and I hope this situation is taken seriously. One team member should not be allowed to undermine the efforts of an otherwise excellent team — or the reputation of your store.

Kind...

The worst Experience ever! I came in with my family and dog! I was in the branch for over an hour. My dog was acknowledged by all staff members and I ordered a lot to drink and eat. Over an hour later of being there I was approached by a man not even wearing his uniform with his coat on telling me to leave because I have a dog! I told him I was there for over an hour all staff saw me but no one thought of approaching me. Even when I was ordering food! My dog is very well behaved didnt disturb anybody and every other customer was ok with him being there! The man then told me this is a law and no restaurant/cafe that serves food accepts dogs and told me to get up without even finishing my drinks infront of my toddler who got very anxious with how he was talking to us and about our dog. I have been to lots of different costa branches a great example being frien barnet retail park! They have always told me to come in my dog and that they are always welcome! Yet I was treated like this in front of everyone!!! A company policy should not be applied to selected branches and there is no law to state dogs are not allowed in places that serve food and drinks! Other coffee shops like starbucks even have a menu for dogs and welcome all pets in same goes to cafe nero! I have not heard of such a thing. I did not have to pay for drinks and food sit somewhere for over an hour and then get told to leave without even finishing my drink in front of a 4 year old child. Your company is definitely not dog friendly and very rude to its...

So disappointed with this store yet I give it chances time and time again. Either their store opening and closing times are different to what is on the website which is incredibly inconvenient but on top of that it completely messes up the orders I place when placing on the app. Some are cancelled and some then go through. On Saturday 3rd September, I ordered via the app for click and serve, this got cancelled. I had already drove to the store by this point to then find a sign up saying they'd be opening at 10am rather than their usual time. As frustrating as this was I placed another order on the app for another nearby branch, drove there to then find out the order had gone to the original branch (despite checking twice) and went back to a closed store as the order was accepted this time. The store was still closed and I thought my order would get cancelled. But no, I received a message an hour and half later after placing the order to say my order is ready to collect. I've been charged and complained via the app, to the store and yet no one has got back to me. Its ridiculous and the amount of money I've spent with Costa, its all just gone downhill. I'll be purchasing my coffees elsewhere and will definitely not be coming back here! Plus why should I pay for a milk alternative when I'm lactose intolerant?? Starbucks don't charge for milk alternatives. Never have I seen a store with so many handwritten signs regarding opening and closing times....