Costa — Restaurant in City of Edinburgh

I went to the Costa at Davidson’s Mains (38 Cramond Rd S) this morning and asked if the chocolate powder for hot chocolate was vegan. The first barista, who was in training, was kind enough to ask for help. A colleague, without even checking, immediately told me it contained milk. Thankfully the trainee didn’t just accept that and asked the store manager. The manager, however, was cold, dismissive, and clearly bothered by the question. She quickly pointed at “semi skimmed hot chocolate” on the allergen list, which obviously contains milk, instead of actually checking the powder itself. This was careless and unhelpful, especially when I needed the right answer to make sure I could use a milk alternative. On top of that, it was unpleasant to see how dismissive she was towards the trainee, who was the only one actually trying to do her job properly. It felt like staff are encouraged to give a fast “no” rather than take responsibility and check, which is unacceptable when it comes to allergens and dietary needs.

After that I went to the Costa in Craigleith where the staff were the complete opposite. Two people who were kind, professional, and happy to help. They properly showed me the allergen list for the chocolate powder (which is vegan) and made me the drink without any issue. That’s how customer service should be.

To make matters worse, my girlfriend ordered a coffee and the staff didn’t put the “soya” sticker on it as they should have. When I went to the Costa in Craigleith, the staff were attentive and made sure to use the correct “oat” sticker on my hot chocolate, which made the experience feel completely safe and stress-free.

I will not be returning to the Davidson’s...

Really nice Costa with great seating space both inside and outside. I'm a smoker and it's great to have an outside area with good sun exposure and wind-sheltered 🙈

Staff:

Visited today (20 June 2024) and the Barista was a great guy, from Spain, close to my home country 😊

That said, there was one person that really shined as she went above and beyond when I struggled with a phone problem and no other means of payment.

I was obviously stressed but the way she handled it just made me feel completely relaxed and at ease. 👍🏻

Problem eventually got sorted and I've manged to pay but...

THANK YOU SO MUCH * Lauren *!

YOU...

I had an excellent experience at this store. I was assisted and serviced my coffee by a gentleman named Ky, who provided outstanding customer service throughout my visit. He was polite, approachable, and demonstrated impeccable manners, making the interaction both pleasant and memorable. Beyond being helpful, Ky was genuinely engaging and a pleasure to chat with. His professionalism, warmth, and positive attitude truly stood out. I would happily travel from London again, not only for the store itself but also for the opportunity to be served by someone as dedicated and...