Costa Coffee — Restaurant in England

Had a very bad service for the first time in my life at costa….. the woman who was serving me was very rude to me with no reason as i understood she is racist as when she heard my English accent she’s straight away changed her face in “angry one” and did for me and my daughter lattes Christmas edition not well the latte was disgusting way too white what I couldn’t even finished my drink cuz was really bad :( i came with my kids a baby and elder daughter after school around 15:10 or 15:20pm 22nd of November just to enjoy a little our time together as we love costa to visit sometimes but i never had any issues before this day, im very upset and disappointed that this happened, so when we decided to leave i went to buy some extra drink a bottle of water and a juice…. Before we go home… so i grabbed it and came to the checkout point and this woman who was supposed to make her job to let me to pay shes just from of my face left me alone to stand in there! She went to clean the tables ! At first i thought maybe shes going to a break time but then i see she went to clean tables… then i thought ok maybe she clean quick one or two and come to checkout me as she see im waiting. And what do you think ? She didnt came at all she was keep pretending to clean the tables!!! I felt very very bad people seen i stay alone and no one paid attention! I stood 10 minutes if not more until the one of members finished to do the drinks for a customer he didn’t seen i stood as he was busy with preparing drinks, by the way after his done i called him and also did complain for him he said will mention this for her he seemed also confused why shes left and not coming to make her job, but also he tried to tell me that is nothing about racism.. but im sure it is because with all attitude she showed how with hate she treated me, my daughter also seen how shes was watching at me angry !!!! I dont understand i didn’t do anything bad i been talking kind and smiling nothing bringing negative from my side! I wanted just to have a nice time! And she seen we been in a rush also as my baby on breastfeeding so i had limited time and wanted to go quick out until she was sleeping! Also i didn’t seen her name, but shes blond with short straight hair until her neck something like that was wearing Christmas jumper and deers headband… i hope she will see this comment and will be ashamed of herself! Dont treat people like you dont want to get treated the same in your life try to learn to be kind or dont work in customer service if you dont know how customer service works!!! And hope i wont see her next time! Now of this woman we gonna be afraid to go there again just because we dont want to ruin our moods again o dont want this woman to serve us...

I normally like this branch of Costa, but this morning's stop was particularly unpleasant. After standing at the counter watching two members of staff strugling to put takeaway cups into a paper bag, who didn't acknowledge me, I waved my arms to get thier attention. The male staff seemed to be particularly put out, he said they were serving the previous customer. Since there was no customer waiting in line before me I assumed (rightly) they were serving a drive-through. I had long suspected that drive-through took priority over walk-in customers, but had not previously suffered any consequence. The Costa bussines model, as with other coffee shops is to make customers que, wait to be served and wait for thier order, while the staff do the Barrista Waltz around each other, with the coffee maker showboating his noisey skills in making a hot drink. It seems the recently installed Covid-19 screens have distanced the staff from customers, much like a zoo. I appreciate that we exist in difficult times so forgive some lapses in customer care, but since customers are obliged to present themselves in accordance with the Costa Customer Charter, it would be nice if staff behaved and acted to the same, or better standards. Come on Costa get your act together and get ahead of the other by giving customers good, if not great...

Wouldnt even give 1 Star!

Drive Through, Marchfields Way, Weston Super Mare. Absolutely APPALLING service here this afternoon. After queuing for nearly 30 minutes for the drive through the ordering system wasn’t working so proceeded to the collection hatch. Was told my order was £7 something so I corrected him telling him I hadn’t yet placed an order as no one had answered the intercom to take my order to be told “we had ro fix the coffee machine, you’ll have to drive round a queue again”! When I asked if we could just place the order there I was told “no, that’s not how it works, there’s orders behind you. You will have to queue again, it’s company policy!”

1. No Way was I waiting an hour in total in another queue of a dozen cars. Surely the order could have been taken and then I could have parked and collected from the main doors or had it delivered to the car, LIKE MOST OTHER FAST FOOD CHAINS DO DURING BUSY PERIODS.
2. Pretty poor customer service to turn custom away because they were too busy to answer the order intercom.
3. If this is company policy then the delivery of this needs to be vastly improved by the individual.

I don’t write many reviews as life is to short, but the attitude really touched a nerve! No apology, and a very careless attitude! Wouldnt be using this particular branch...