Costa Coffee — Restaurant in Gedling

Disappointing Experience at Costa Coffee – Poor Customer Service

I’ve been a loyal customer of Costa Coffee for a long time and usually enjoy visiting different branches regularly with friends. However, my experience at this particular location has been consistently disappointing, and yesterday was the final straw that compelled me to write this review.

Yesterday, around 9:30 AM, I went to order my usual medium salted caramel frappé and decided to use my free drink, which I earned after purchasing 10 drinks as part of Costa’s loyalty scheme. When I mentioned that I would use the free drink, the staff member taking my order responded with an ironic smile and then quietly said something to another employee (a skinny guy with tattoos who I believe is the manager).

What followed was unacceptable. The drink I received was not a medium – it was visibly smaller, with very little ice, nowhere near the usual amount that’s typically ground for this type of drink. When I questioned whether it was a medium, the guy turned away, removed the cream from the smaller drink, and then poured the same mixture into a larger cup, scooping out extra from somewhere else to top it off. This made me feel extremely uncomfortable, as if I was being punished for using the free drink.

This wasn’t an isolated incident. A few weeks ago, one of my friends bought a sandwich and a drink. After realizing he forgot to ask for ketchup, he went back to the counter to request some. To our shock, the same staff member (the skinny guy with tattoos) asked him to pay 10 pence for the ketchup. However, in the following days when we bought sandwiches again, none of the other staff members ever asked us to pay for the ketchup. This inconsistency in customer treatment further highlights the issue with this particular staff member’s behavior.

My friend and I visit different Costa branches every day and order at least two drinks between us daily. We’ve never had these kinds of issues at any other Costa location.

Are we supposed to feel embarrassed when using our free drinks? Does the owner deduct the cost of free drinks from the employees’ wages, which makes them treat us like we’re a burden? It certainly feels that way. Loyalty programs are meant to reward customers, not make them feel unwelcome or judged.

Costa Coffee has always been a place where we’ve enjoyed spending time, but after repeated negative experiences at this location, I’m seriously reconsidering returning. I hope management takes this feedback seriously because no loyal customer should be...

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