Costa Coffee — Restaurant in Gloucester

I'll start this by pointing out the fact this Costa is in a Hospital. So the staff there should have additional training in compassion, as if someone is in a hospital the chances are they're already having a bit of a traumatic time.

During my 5 day stay at the Gloucester Hospital I visited the Costa twice. Literally two of the worst café experiences I've encountered anywhere.

First trip. Ordered Chia Latte and Almond Croissant. Took one bite of the croissant and it was completely stale. I politely requested another croissant and the response was, "it should be fine, they're fresh this morning". The girl reluctantly gave me another croissant and that was just as stale. I asked for a refund, only to be told again that the croissants are fine as they're fresh today. Basically hinting that I was just being fussy. I finally left with my refund, took a sip of my Chia Latte and that went straight in the bin as it literally tasted like Peppered Milk.

Second trip: Thought I'd give them the benefit of the doubt, this time I ordered the breakfast deal of a Mocha with a Sausage bap and a slice of cake. Credit where its due, the Mocha was lovely - no issue there. Went to eat my sausage bap only to discover they'd given me a bacon one. Being too tired and in a rush I let the mix up slide and ate the bacon bap - average at best. Took my slice of cake up to eat on the ward, took one bite and couldn't believe it - completely stale again! Literally rock hard. Went down to ask for a refund (feeling fuming but staying polite) You've probably already guessed the next bit...."the cake should be fine, it is fresh this morning". I asked the girl at the till to actually touch the cake and she confirmed it definitely felt stale but maintained that it was fresh. Yet another reluctant refund.

The staff couldn't have cared less about my experience on both days and for such a big named café the quality was absolutely appalling. I can only assume that who ever manages the branch does not have the highest standards.....oh wait! There was no manager there to speak to. None of the staff on duty even knew how to action a refund and had to call the manager to find out how (is it even legal to have an establishment open without a manager or acting manager on site?) I hate to leave a negative review but the Costa Cafe in the Gloucester Hospital truly deserves...

If I could give no stars, I would! I was visiting a relative in hospital and thought I’d grab a couple of coffees, upon arriving at the Costa, it was really quite busy so we decided to order on the touch screen and wait to collect. There was no option for a mocha, so I ordered the next best thing and went for the mocha cortado - I assumed that a regular mocha wasn’t available so went for the closest thing. When our order was being prepared, I was advised by the barista that a mocha cortado was a small drink and wanted to know whether I wanted this or a regular mocha, I replied that I wanted the regular mocha but couldn’t see it on the menu, hence why I ordered this. I was met with a great deal of attitude from said barista - she said ‘if that’s what you wanted, you should’ve ordered it in the first place’ I then advised that the regular mocha wasn’t an option on the touch screen but again, I had a snarky reply in the form of ‘well, other customers haven’t had a problem with it’ and then she had the audacity to roll her eyes at me. I made a point of double checking the touch screen menu and as I said previously, it wasn’t an option and it wasn’t on the menu. Her attitude was disgusting and continued to argue with me to the point that I had to leave the cafe as it was upsetting. I was in hospital visiting a really poorly relative and felt that she could at least have a bit of compassion but no, I was only met with a vile attitude! She spoke to the previous customers in the same way. She should work in a different establishment if she can’t handle the stress of a cafe being busy....

I would have zero star only im unable to post unless its a 1. Absolutely disgusting customer service in the small costa by the shop by a woman called Claire I believe who told my 70plus year old grandad he couldn't sit on a seat because she had mopped under the table ready to close at 20 to 3 in the afternoon with no wet floor sign in site when the coffee shop didn't close untill 4!!! We then moved seats and sat somewhere else where she proceeded to tell us that she could serve us but we had to leave in 20 minutes because she was going on her break. I have never experienced such lack of customer experience on my life. She was so rude and had zero customer service atall, continuing to shout back from the back room at us,manners cost absolutely nothing, especially in a hospital where people are visiting member who are ill and are in distress as it is, we only went to visit my uncle who was having his leg amputated the following morning and to be treated in such a rude manner is absolutely disgusting, I work in retail and I couldnt imagine speaking to a customer how she spoke to us.... she is definitely in the wrong job and her managment really need to consider her employment because she lost your business 5 coffees and that was just us let alone any other customers she turned away an hour...