Costa Coffee — Restaurant in London

Subject: Formal Complaint Regarding Unacceptable Customer Service at Purley Colonnades Drive-Through - A regular visitor Dear Costa Customer Service, I am writing to formally complain about an extremely disappointing and frankly rude interaction I had at your Purley Colonnades drive-through branch today, July 28, 2025. As a regular customer for the past six months, I visit your Purley branch almost daily for a medium latte, often with additional items for my family. My loyalty to Costa is significant, and I expect a certain level of respectful and efficient service. Today, I placed an order at the drive-through for a medium latte and a babyccino with chocolate sprinkles. Upon receiving my order at the window, I noticed several issues: • Incorrect Drink Size: I was initially given a small latte instead of the medium I had ordered and paid for. • Missing Sprinkles: The babyccino was handed to me without the requested chocolate sprinkles. When I pointed out these errors, the young man serving me corrected them, offering the latte as a "thank you." However, when I asked about the sprinkles for the babyccino, he admitted they hadn't been added. It was at this point that a female staff member, who I believe was named Anna, interjected. I expressed my frustration at having to repeat my order details multiple times despite having clearly placed the order via the intercom. Anna's response was, "Yes, you have to. Why can't you repeat? There's nothing wrong in repeating." I found this response to be incredibly rude and dismissive. When I stated that her attitude was rude, she retorted, "You are rude." This was completely uncalled for and unprofessional. I was merely expressing my annoyance at the errors and the need to constantly verify an order I had already placed. Customers should not be made to feel as though they are at fault for staff errors or for politely pointing them out. When I requested to make a complaint and asked for her name, Anna declined to provide it immediately, only doing so after I insisted, saying, "Oh, you wanna make a complaint means Anna." I informed her that I would be complaining and that she needed further training in customer service, as her manner was unacceptable, especially towards a regular customer. I am deeply offended by Anna's conduct. As a professional who manages staff, I understand the importance of respectful customer interaction. To be spoken to in such a disrespectful way is entirely unacceptable and has left me feeling so disheartened that I am now considering taking my business elsewhere. I urge you to investigate this incident thoroughly and address Anna's behavior. Such treatment of loyal customers reflects poorly on Costa. I expect a response detailing the actions that will be...

Every time I come here I'm always met with rude staff. Each time I'm at the drive thru I'm handed my food and drink but I have to ask for a bag, serviettes, sugar and stirrers. Each time I ask, the staff roll their eyes like they're doing me a favour. They keep changing the opening times, one day its 5am, then it's 6, then 7 and now 8am. I checked on Google their opening times which said opens at 5am and is currently open...I drove there at 7:30 and went up to the door only for all 4 members of staff to see me at the door but constantly ignore me until I knocked on the glass door. Eventually one girl shouted through the glass door to tell me they open at 8am as its NYE...why not update Google?!?!? The only poster was at the drive thru part so if u wanted to eat inside, no one would have known. They're rude and very unhelpful and there are always flies buzzing around. We ended up going to faithful...

Now I’m a tea drinker ladies & gentlemen!! But my sister is diffidently a coffee drinker. I on the other hand am not a coffee drinker but they are the best when it comes to coffee.

I am more a latte drinker (soya.) with a taste of coffee. My favourite Costa’s (that make it well!!) Are Tesco (Purley,) (Sanderstead, Warlingham,) a very hidden gem, in the afternoon or evening!!

But my favourite is Purley way (drive through!!) as they make the best bacon roll or sausage roll!! And Kings (not Golden Jubilee) the second building as soon as you go in on the left.

They make it very well!! Staff are friendly at all but Tesco (Purley) good if you want to take children as spacious & child friendly.

So hope that helps and no I’m not a coffee drinker but love a Latte (soya.) Enjoy your...