Costa Coffee Hornchurch 2 — Restaurant in London

Costa is one of my favourites, being back in the Uk from Canada to see family we popped into this branch and was firstly appalled at the lack of staff behind the counter, one person seemed to be hiding out back and then one running around trying to do everything.

The place was littered with empty cups and plates that hadn't been cleaned and the line was just getting longer, finally the other person came from the back, who brought out cups from the dishwasher seems like she just waited until the cycle finished and then just stood and looked at lady trying to do everything instead of helping.

Then thinking of getting the line up down was not important decided to start cleaning up the tables one by one. By the time I ordered 2 coconut flat whites and 1 iced coconut flat white with 3 halloumi sandwiches I had waited 20 minutes (not that I minded) but then I was given 3 coconut flat whites and when I informed then of their mistake waited about 10 more minutes whilst they did everyone else's order instead of fixing mine, then to top it off 2 sandwiches came (warm not hot) and when I asked about the third I was told they thought it was only 2 sandwiches, had to show my receipt before they would make it, got the last sandwich after everyone else had finished theirs and their coffee.

I understand if it is busy, you expect some mishaps but we were in after lunch rush and through the fault of staffing and it was too much for one person, but as I said the other was more intent on strolling around...

New manager is a horrible person! Gives the customers dirty looks as they walk in the door. Complains if anyone wants a drink that's too much hard work for him to make. We were regulars, especially on a Wednesday evening as my kids do music lessons near by and staff used to be lovely. But this Wednesday were shocked to find this guy running the place. He complained loudly about everyone coming through the door, because he now closes at 6pm and told us it's because they're not busy after 6, whilst complaining about the number of customers in! Then my daughter wanted a cold drink and he moaned about having to go and get the ice and stuff for making it. So she said, OK I'll have something else, then he said, 'no I've got go back there anyway' (after all the moaning). He was equally whiny and unpleasant to every person who came in and my mocha wasn't very nice either. I've encountered this guy once before, last Summer and I remember him moaning about people then too. Now he's running the place?! There are other coffee shops in Hornchurch. We'll go to those instead, because this manger is vile and doesn't understand...

Great Costa, nice and big space, very pleasant staff, one in particular for me is always a pleasure, her name is Tia. Great customer service, pleasant manners, friendly, knows the procedures and always goes above and beyond with my orders and with other customers from what i have witnessed. The drinks she makes are spot on and delicious! I sit back some days and watch the staff team, always being led by Tia in such a motivational & positive way. I have visited here daily since it opened and have seen this Costa go from good, to not so good with the changes in Management. The above staff member I just mentioned runs that place like the Manager, so as a director myself, a tip from me to the owners or HR would be - no need to recruit, your reliable, knowledgeable, going that extra mile manager is already working for you! Promotion should be looked into 😉

Thanks for making my days brighter and cheerier, you will...