Costa Coffee — Restaurant in Gloucester

I recently visited a Costa Coffee location and left feeling extremely disappointed by the experience. What used to be a reliable spot for great coffee and friendly service has clearly taken a step back, at least at this particular store.

Despite the store being very quiet with barely any customers, the service was unbelievably slow and unprofessional. There were two girls working behind the counter who seemed more interested in chatting with each other through their headsets than actually attending to customers. Their conversation was loud, constant, and filled with laughter—clearly more focused on entertaining each other than doing their jobs. It gave off a very lazy and disengaged vibe, which is not what you expect when walking into a professional coffee shop.

I had ordered food and a drink, and to my surprise, my food was ready long before they even started on my drink. It felt like they had no urgency or awareness of the customers at all. What made the experience worse was the lack of hygiene. One of the staff members was repeatedly touching her ear piercing and running her fingers through her long fringe while preparing drinks. It was off-putting and unhygienic, especially in a setting where cleanliness is essential.

The entire atmosphere lacked the warmth and customer-focused attention that Costa used to be known for. There was no attempt at conversation or even a simple greeting—just robotic, distracted service. It’s disheartening to see how far the standards have dropped. Not long ago, every coffee was crafted with care, and staff took pride in their work. Now it feels like just another task to get through.

Overall, this visit left a bad impression. I hope Costa addresses these quality and hygiene issues soon, or they risk losing loyal customers...

I recently had the pleasure of visiting Costa, and I must say, it was an exceptional experience, primarily due to the outstanding customer service provided by Ben. From the moment I walked in, Ben greeted me with a warm and genuine smile, instantly making me feel welcomed.

Ben's attentiveness and professionalism were evident throughout my visit. He took the time to listen to my preferences and made thoughtful recommendations that suited my taste perfectly. His knowledge about the menu was impressive, and he described each option with enthusiasm, making it clear that he is passionate about his job.

What truly stood out was Ben & ellie Rebecca ability to make each customer feel special. Despite the café being busy, he managed to attend to everyone with the same level of care and attention. They maintained a cheerful demeanor and was quick to address any requests, ensuring that the service was both efficient and personalized.

The strawberry bubble farappe itself was delightful, but it was Ben’s exceptional service that made the experience memorable. He went above and beyond to ensure that I had everything I needed, and his friendly nature created a welcoming and enjoyable atmosphere.

In a world where customer service can often feel impersonal, Ben's & ellie Rebecca outstanding service at Costa was a refreshing change. His dedication and genuine care for customers are commendable, and I will undoubtedly be returning for both the excellent strawberry bubble farappe and the superb service. Thank you, Ben, for making my visit...

Awful service tonight from a bad tempered lady who took our order at the drive through. Right from the start she took our order with an attitude, mumbling when we questioned her about something, we only ordered two bottles of water and two coffees and she couldn’t finish taking our order so had to pass it on to her colleague. Went to the window and she stomped about making the coffee, she peered into the car at one point, looking at the kids and made some sort of disparaging remark on the lines of “yeah def down....” to her colleague who cursory glanced into the car too. This young lady need to sort herself out. Very disappointed with her service and attitude. I would say this review is in no way a reflection to Costa, but as an employee, she does actually represent the company! This is your job, you have to deal and serve people, so slap on a smile, and serve people with some civility, because that is what you are paid to do!!!!

Oh, and they missed off the two bottles of water from our order!!!...