Costa Coffee — Restaurant in England

Absolutely horrible service. Would never recommend to anyone. Always freezing in there on winter days (no idea why they are using air on when it’s below 12° outside). Went here in the evening when it was calmer with my assistance dog in training and uncle. Struggled to sit anywhere as the place was filthy. Staff do not clean up any of the tables and expect customers to do so. Staff also aren’t in the best mindset either; showing they probably don’t even want to work there which gives off not a very nice attitude to customers. I was sat down waiting for my uncle as he went to get drinks for us. A member of staff approached me to ask if this was my service animal. I responded “Yes, he is in training.” The staff nodded before leaving. I then see another dog pass us with an elderly lady. I thought it was another assistance dog until she passed us several times and I saw her dog was pulling (looked like a shitzu) and was sniffing the ground trying to eat the sugar wrappers. Bare in mind my real assistance dog in training was laying calmly, ignoring the dog regularly walking near us and we also had some sugar wrappers near us which he payed no attention to. As I looked over, I saw the dog had a patch on it that said “Therapy dog”. Therapy dogs do NOT have public access. Only in pet friendly areas (outside costa) but not inside. No staff even bothered to question her misbehaving therapy dog INSIDE whilst I was questioned. Was it because I was young? I ignored it and went about the event as my uncle came back. Wast a nice outing. Uncle did not enjoy his coffee and I was quite stressed due to the misbehaving dog that had entered the store. I recall her saying “Oh ahha are you having a sniff?” to her dog. No therapy or service animal would be sniffing the ground. As we got up to leave, we heard her so called therapy dog bark. No staff even then questioned her and as i turned round, her friend looked at me and my dog and just laughed. Didn’t find it amusing at all and that dog in no way needed to be in the store. Tired of how uneducated businesses are and i was the one questioned when her dog was very clearly misbehaving. First red flag was that she brought a dog that has no access rights into a public area that didn’t allow dogs that weren’t assistance...

Ordered two drinks via Click and Collect today and went to stand as we were supposed to at the end of the queue to wait for our drinks. Understood it would be a little wait because it was very busy and they were serving customers back to back when we arrived. When this had finished however, they started standing around and our drinks hadn’t come out, so I approached the till area and stood waiting to ask one of the colleagues, and neither of the two stood directly at the till in front of me acknowledged me and were questioning a receipt they were both staring at. I had to pipe up to get their attention and asked about our drinks. They then held up the receipt they had both been staring at and said “Oh yeah, this is yours, it will be out in a minute.”

The lack of acknowledgement when stood directly in front of them and what appeared to be a lack of awareness towards my order is why I’m giving my rating. I will be using the Costa in the Next...

When viewing the cakes, noticed that there were two flies on the rocky road - discretely told the cashier who advised a colleague. When given our tray, one cake and one drink was missing (bought 4 altogether), marshmallows also missing off the hot chocolate drinks. We were given dirty forks so I asked for a replacement. For an extra 50p per drink (3) we were given 7 marshmallows between us which is terrible value for money. Once at our table I realised that the replacement forks were even dirtier than the original ones! The staff weren't very apologetic about my queries. I have experienced problems at this particular venue before so won't be returning again. I prefer to visit independent cafes/coffee shops which don't seem to be available at Cheshire Oaks sadly. We did enjoy what we had but the staff just don't seem to care and the attention to detail...