Costa Coffee — Restaurant in London

The only reason I've given 2 stars instead of none is because the manager apologised for her staffs rudeness. I ordered 3 drinks. The lady who served me was an old lady with blonde hair. Trust me you'll know who she is when there is a problem and you ask her for assistance. Very bad customer service skills and seriously lacking in manners, and lazy too. One of the drinks I realised after around 15 minutes was incorrect. I only realised this because my daughter wasnt drinking it. I brought it back and asked for a refund as I needed to go. The lady started telling me off that I could've brought it back sooner and that it had been drunk etc. I said only a few sips were taken and we only realised after a while it was the wrong drink. (Frappe not a cooler) So i politely asked for a refund and she continued to rudely tell us off. Then her colleagues got involved. Proper knitting circle I simply said I'm a customer and I would like a refund and as long as I'm not rude then the customer is right. She continued to say that customers are not right and in future I should bring the drink back quicker and slammed my money on the table! I've had a few problems at this Costa now and it's the last time I'll...

As someone who managed Costa for 12 years (albeit over a decade ago), I’ve seen first-hand how much the brand has changed—and unfortunately, not for the better. Back then, Costa was all about quality. The coffee, the service, the attention to detail—everything reflected a genuine passion for great coffee and ensuring customers had the best experience. Sadly, that’s no longer the case.

Since being bought by Coca-Cola, it’s obvious the focus has shifted entirely to profit over quality. The taste of the coffee and other drinks has noticeably declined, and it’s clear corners have been cut with the ingredients and recipes. There’s little sense of care or pride left—it’s all about making extra ££££ rather than looking after customers.

It’s a real shame to see what was once such a trusted and respected brand lose its way. Loyal customers...

I had a bad experience with the next costa in Enfield retail park, I always go there with my baby today again I went there and ask for hot water to warm up my babies milk bottle they didn't give it to me which before they used to give, I told the lady I need to feed my baby she told me to I should leave my botlle with her which I didn't want to do that both workers where really rude!!!!!!!!

The toilets where not open at all I couldn't change my baby I didn't know the toilets where close I have ordered my coffee already, at the tills they haven't informed me about the toilets at all.

The service was disappointing company like costa. Customer service ridiculous with my baby I will never ever go there...