Costa Coffee — Restaurant in London

The most awful coffee shop I have ever visited. The Manager here is clearly too inexperienced to be given a management position and exceptionally rude.

I have been visiting Costa Coffee in Rose Hill Carshalton surrey for approximately 10 months. Most times I get a takeaway coffee but there are times when I take my laptop into store and sit there and work while enjoying a coffee. Over these 10 months I have observed the most unprofessional conduct from the manager repeatedly on several occasions. Esha the manager has often spoke exceptionally rude to her staff and customers. To the best of my knowledge over four members of staff have left in this time. I and other customers have witnessed her shout and argue with her staff on the shop floor standing by the till and coffee machine threatening to not allow specific holiday dates and threatening to cut their shifts. This is most unprofessional. I have also seen her throw food items in the display glass cabinets instead of placing them in an orderly manner. On many occasions I have raised concern about the disabled toilet about the flush system and the tap on the sink being broken and I have been sniggered and smiled at, and as a disabled customer this is important that it is rectified, but it has constantly been ignored as to this day it has not yet been resolved. On one occasion a member of the public came in and tried to steal an item of food. The managers response was to lock the front door of the coffee shop and lock the offender and the rest of the customers inside the coffee shop. This was highly unprofessional and inappropriate and gave all customers in the store including myself an extremely high level of anxiety and distress. When the police arrived they reprimanded her stating that she should not have done this as she was putting the rest of us customers at a huge safety risk. She has also shouted verbal abuse at young teenagers instead of dealing with unruly teenagers in a professional manner. This manager is clearly in the wrong position as she has no idea how to run a coffee shop and if she wants to remain in the hospitality and catering industry she needs to go on a customer service...

I ordered a brownies and a medium golden caramel latte with oat milk, but instead, I received a macchiato served in a babyccino cup. This is far from what I ordered, and I'm extremely disappointed. Considering I paid £5.20, it's unacceptable to receive the wrong drink in such a small cup. I expect better quality and accuracy for the price I paid. Just Eat refused to compensate instead sent me...

I can see that some reviews comment on service, but today I found the two staff there friendly and polite. My coffee tasted up to usual Costa standards too.

Unfortunately it always seems untidy and unclean: floor, tables, and particularly the bathroom always seems to be in an awful state: liquid all over the floor, sometimes out of toilet roll, seat...