Costa Coffee — Restaurant in England

What a dismal experience... I almost exclusively use Costa for lunch treats, but I shall never stop at this one again.

The lad who served me and my wife on this occasion had a terrible attitude towards customer service, and whilst we were trying to get an answer regarding why the Costa card reward hadn't worked, he merely turned around and walked away to heat the food. His colleague who was making the drinks was as equally unhelpful, bar pointing out that a reward on my wife's account was only for weekend use (I'd offer a separate 2 star rating for her).

When asking for two slices of the cake that was on display with no card denoting what it was, the lad didn't offer due diligence in advising us what it was - instead he just rang it through the till and messing up the Costa card process meaning a discount wasn't applied.

As a former manager of a retail environment, I'd be mortified to know that this is the way my staff operate. If it was busy I'd almost understand the unacceptable service but we were the only ones in the queue, with just two other people in the whole shop!

Oh, and just to add, the cutlery was dirty to boot! At least the cake was pleasant.

Edited to add: We're busy eating, and this lad is stood behind the till picking at his beard, just as an older couple have come in and he's now serving them, hands unwashed... call me knitpicky, I just expected damn good...

Honestly won't be using the High St Costa again, as one of the staff members (older woman, about 5'3", tied back in a ponytail, local accent) is so consistently rude and unpleasant (snappy, grin faced, doesn't reply when I try to talk to her, dreadful customer service) that it just ruins an otherwise mediocre experience. The other staff are always friendly, the loo is shabby and dirty, the service is slow and the coffee often lacklustre. It's convenient, but really fed up with the ignorance from this one...

Having queued for 10 minutes to get to front of the queue, I was then told I would have to wait another 10 minutes because they had phone orders to fill. They were still taking requests on the phone for more of them as the queue grew longer. Even though the now 9 people in the queue had already been waiting for what was now 15 minutes. I am a long time user of costa and must have spent thousands in their coffee shops . Really disappointed to be treated this way. I left the shop and...