Costa Coffee — Restaurant in London

Inconsistent Extra Charge for Chai Latte

I have been a loyal Costa customer for several years and always enjoy ordering a large chai latte with two extra pumps of syrup. I have consistently received this drink at no extra charge across various Costa branches, including my local one.

However, during my recent visit on 13/9/2024 I was surprised to be charged an additional 60p per pump for the extra syrup, totaling £1.20. When I politely questioned this charge before completing the transaction, the staff member responded in a rude and presumptuous manner, simply stating that “we have to charge.” I found this unprofessional, especially as I had not been charged extra before, including on a visit to the same branch just last week, when the manager specifically told the staff that no extra charge would apply.

I wanted to bring this to your attention as it seems there is some inconsistency in how additional syrup charges are applied, and I was disappointed with the abrupt service I received.

Could you please clarify Costa's policy regarding extra pumps and whether this charge has recently changed? I would appreciate any guidance on this matter.

Thank you for your time, and I look forward to...

The location is good. But I get quite overwhelmed when I see the staff not being nice with costumers for no reasons. I’ve been choosing a piece of cake and my coffee, when one man on the line from the other side was looking also around to choose. The staff asked us who’s next, the man indicated me and I said I was still choosing, he said the same. The “barista maestro” (blonde girl, messy hair) scrolled her arms as being pissed because she’ve been waiting for us (no line behind). After all she made my coffee and she burned the milk, it was too hot, I asked her to remake it also because it wasn’t in the standard of a “latte” foam (being burned). She just added a bit of cold milk. 🙌🏻 Alright then! 🤔 Not a big deal but for the attitude I would leave, I work in the industry I am used to treat costumers in a certain way and when I go somewhere else I expect the same in return (nothing special).

The other girl at the cashiers has been very professional and nice.

26th sept...

Almost once a week, me and my wife buy ourselves a drink from Costa. And never in our life have we been told off in a very unfriendly way with a high tone from your staff that we are not allowed to enjoy our Pretzel that we bought outside of Costa, although we wanted to buy our favourite drinks from Costa. It happened today at 12.30pm and truly embarrassed and not happy with this. There were no issues when we dined in other Costa outlet, and because of your staff attitude, we cancelled to purchase our drinks in your store, and we were very much welcome to enjoy our Pretzel in PRET instead. None of their staff told us off and they don't mind we enjoy others outlet Pretzel as long as you purchase...