Costa Coffee — Restaurant in Elmbridge

I won’t specify a day, time, or people (even though I remember their names) because ultimately I don’t want anyone getting in trouble as the staff looked under pressure on this day and it showed in their service quality. However, when you are paying £4.00 for a coffee, you’d expect better. The trainee on the till was obviously finding their feet and didn’t know how to add a syrup to the order. A more experienced member of staff told them to put it through as ‘hazelnut’ but to tell them verbally what the customer wanted (caramel). The trainee did exactly as instructed but the order still had the wrong syrup and when we pointed it out, the more experienced member of staff got defensive and appeared to blame it on the trainee, who we then found ourselves defending. When the more experienced member eventually brought our order over, they appeared to slam it on the counter in front of us. We sat down but then found that the other coffee we ordered was also incorrect. We brought that back and were asked by a different member of staff if we would like it replaced. Surprised at the question, I replied “of course, as long as you don’t slam it on the counter this time”. I was informed that when under pressure, they tend to move quickly and that the quality of the coffee hadn’t been affected by laying it down in this way. I angrily replied that I had not suggested that it had but doing so represented bad customer service. When my correct order was ready, the member of staff, almost to make a sarcastic point, laid it down in front of me in an exaggeratedly slow manner which I found a bit cheeky, but it also gave me a bit of a chuckle and I saw the humour in it. Will I go back here? Probably. They were under pressure which happens and ultimately, they fixed the problem. Two stars instead of one for the comic value of the...

I visited Costa today and ordered a coffee with whipped cream. The staff member kindly tried to make it, but the cream had run out and he had to start again. I could clearly see how overworked and exhausted he was.

What struck me most was not the missing cream, but the unfair situation: there were only 2 people working in a café where at least 4 staff members would normally be needed. They were running the entire place, doing the work of many, and still expected to keep smiling at customers. It made me feel sorry for them, because no one should be put under that much pressure for such low pay.

Also, I noticed that the milk pitchers and blenders were only rinsed with water, not properly washed, which raises hygiene concerns. This is not the fault of the employees – they simply don’t have enough time when they are stretched so thin.

I honestly felt compassion for the barista today. He was doing his best under impossible conditions. Costa should take better care of its staff, because they deserve fair treatment – and customers deserve better hygiene and...

Awful experience! I love Costa and can’t believe I am writing this but I had the worse customer service today. As it is 50% Eat out to help I went to enjoy a nice drink with my friend and one of the staff (I am sure he was the supervisor or the manager) was just arrogant and clearly he wasn’t happy to serve us at all. He charged us full price just because we said we would seat outside (us thinking that we help them by not having to wash up) but he never mentioned that you must stay inside to enjoy the deal. Moreover I was more frustrated with the fact that the customer after us bought a drink and a sandwich and she doubled checked if the deal was honoured and funny enough she was permitted to drink on the terrace. He should learn to treat all customers fairly and maybe out of courtesy try to...