Costa Coffee — Restaurant in Cheltenham

As a long-standing Starbucks Gold member, I usually find my visits consistent, welcoming, and professional. Sadly, my recent visit to the Cheltenham Retail Park branch fell short.

On arrival, many tables were left uncleared, giving an impression of poor upkeep. We did manage to find a low sofa seat, though the furniture had clearly seen better days. We had to move a few items ourselves to settle in.

At the counter, I was the only customer — no queue behind me, no one waiting for drinks, and just one or two cars in the drive-through. Four staff were behind the counter, so I expected a relaxed and attentive experience.

I was served by a young woman — I know her name but won’t mention it here — wearing a black-and-white hooped skirt. She came across as impatient and uncomfortable to deal with. Ordering as a Gold member involves a bit of explanation, including scanning the app and noting which items are complimentary, which seemed to frustrate her. I also asked about flavoured teas, which felt like an inconvenience. To her credit, she offered me a plate for my sandwich, but the interaction overall felt perfunctory and unfriendly. I could also sense tension among the staff — the woman next to her was aggressively banging the coffee filter, making it nearly impossible to be heard.

Despite still being the only customer waiting, my drinks took a surprisingly long time. The iced latte had a loose lid and spilled, and milk for the tea hadn’t been provided.

While we ate, tables around us remained uncleared. The constant banging of the espresso filter made conversation difficult, even though we were seated as far from the counter as possible. The atmosphere was strikingly flat — none of the staff were smiling or interacting with one another. It lacked the usual warm, chatty Starbucks environment I’ve come to expect.

For a visit that cost over £20, the overall experience was grim. This branch could benefit from improved staff morale, better upkeep, and more attention to...

Updated: August 2023: ordered a large dry cappuccino and it came out like a weak white americano with large milk bubbles on the top rather than a smooth micro-foam.

Costa still is a high volume coffee outlet so is best visited during busy times because of the bulk grinder machines they have. I went first thing in the morning and yes the coffee grounds tasted like they had lost all aroma like having the last remnants of a coffee bag at home a week after it was opened.

Reasonable Costa sit in/drive through next to BMW Cotswold… brand new Aug 2021. Excellent hygiene, new barista crew but ok...

Lots of staff but told to waiting to be served at the counter whilst two staff did drive through, one made drinks & another polished cutlery? I don't expect any special service, but seemed weird? Inside is very modern & fairly clean (mainly floor not clean) with several tables left uncleared whilst I was there (even though the place was not busy). Overall anyway experience for my first visit to thus Costa, which is below par in customer service & cleaning compaired to the other three Costa's...