Costa Coffee — Restaurant in London

Costa is one of my favourite coffee shops, but this branch (or should I say the customer service) is appalling.

My usual order is a medium one shot skinny latte, which the lady at the till repeated back to me and I confirmed my order again. She relayed my order to her colleague who was preparing the drinks.

I saw the lady making the drinks grab a small latte glass, so I said that I’d ordered a medium. No response. She poured the latte in and put it on my tray. This time I said, “Sorry, I ordered a medium.” Again no response, so I said it louder. She looked at me with disdain and proceeded to pour in the other shot of espresso! Again I repeated what I’d ordered and she then looked at her colleague who took the order.

The lady who took my order apologised and said she’d misheard me - even though she’d repeated it back to me and I’d confirmed!? But I accepted her apology as these things happen. But the lady making the drinks was not happy at all and was looking at me with utter contempt. At this point I’d had enough of her attitude and asked what her problem was, this was when the other lady told her to make my drink as I’d requested.

I didn’t manage to read the name badge of the lady with the attitude problem (and lack of customer service skills) - but it began with an S and she was wearing a hijab.

I rarely visit this branch even though it is my “local” and this latest experience has done nothing to...

I’m writing to share a negative experience I had during my visit to your store on the 13/09/2025 at 8:15am . I have a coffee intolerance, so I usually request drinks that are either coffee-free or can be made without espresso. In this case, I asked if I could have a cold version of a white hot chocolate — essentially just milk and white chocolate syrup, served cold. I’ve had this drink made for me before without any issues and have always been happy to pay the regular price. However, the barista I spoke with told me this wasn’t possible. I explained my situation multiple times, and while I remained polite and cooperative, she became increasingly rude. At one point, she even accused me of lying when I mentioned that other staff members had made the drink for me before. This was upsetting and felt unnecessarily confrontational. Later, I spoke to one of her colleagues, who confirmed that the drink could in fact be made as I had requested. I felt that the initial barista’s tone and unwillingness to accommodate such a simple request were not in line with the kind of service I’ve come to expect from your store.As you can see it was a very easy drink to make. I’ve read a couple of the negative reviews and I believe it’s the same female barista everyone is referring to with an awful attitude and terrible...

Every time I’ve come to this costa the woman who usually wears her hair in a bun, brown skin brown hair. Refuses to bring my coffee to the end of the bar where you’re supposed to wait. She makes me walk through customers trying to order to pick my drink up at the till. In every costa I’ve been to you wait at the end and collect your drink. Even taking my order she’s cold, no smile no please and thank you. I have no idea what this woman’s problem is. Maybe she just doesn’t like her job or she’s unhappy in life. Either way either have a word with her or get rid. It’s not the energy I need coming to grab a coffee in the mornings. I wonder is her problem with me or...