Costa Coffee — Restaurant in London

Awful experience here. I’m a regular and came for a quick lunch with my grandmother after taking her to the hospital (this was visible as she had both her arms in casts). I ordered a vegan biscoff cake, and due to the pyrex between the till and myself (a COVID measure, I assume), the cashier, who was actually very lovely, misunderstood my order and I received a biscoff rocky road. I informed the runner (her name is Aleksandra) of this without even touching the rocky road, and asked if she could change it. She proceeded to slam it towards me and refuse. I said that I am vegan and could not eat that, and she asked me to point out what I wanted, so I did, and she refused again to give it to me, started shrieking at the cashier not to give it to me either, and slammed more food items down. Why she would ask me what I wanted not to give it to me I’m not sure- it was unnecessary, time consuming on both our parts, and cruel.

Upon leaving, my grandmother (clearly elderly and unwell) confronted her about this to due to the fact that I have anxiety and the shouting had triggered my symptoms: I started shaking and shallow breathing, which lasts a few hours for me when I am set off and makes menial tasks very difficult to carry out. She received the same shouting response from nasty Aleksandra. She told my grandmother that I had ‘changed my mind’ and that that was my fault… I had not. It was a misunderstanding as there are two biscoff items on the menu, and I had been very polite about it (again, I have an anxiety disorder and really could not have confronted her loudly or disrespectfully if I tried). How she would disrespect a visibly disabled and older customer is beyond me. This woman clearly should not be working in customer service. Treating any customer like this is inhumane, and staff should be able to be accommodating and welcome to customers with both visible and invisible disabilities, like myself and my grandmother.

You have lost my custom unless this can be resolved, in fact, I fear re-entering in case I am triggered once more and have to spend the rest of the day shaking. Please...

To whom it may concern,

I am writing to complain about the poor quality of customer service I have experienced today, 24/03/2019 between 09:30-10:00am, at the Edmonton Green Costa Coffee branch. After placing my order and waiting for it to be made, the employee making the coffee skipped my order and began preparing the order of a customer waiting behind me. Naturally, like anyone else would, I had asked why she had ignored my order and informed her that I am in a hurry. She responded with “I am in a hurry too” with an aggressive tone.

Then she prepared my order. When I had eventually received my coffee it was cold; not made to the best quality of standard as she had added more milk than needed; and it did not have the usual taste that I always enjoy. When I had informed the employee about this matter; in a very unpleasant, rude and disrespectful manner she replied with: “you’re only here to cause problems.” I do not appreciate the quality of value this employee places on the experience of customers. She was abrupt and rude and unacceptable. As a regular customer who pays a visit to Costa Coffee at least once everyday, I do not appreciate such impoliteness. Not only have I had a poor customer experience but the employee has also, unfortunately, degraded the taste and value of Costa Coffee, itself. Her attitude and manner was outrageous and I am shocked that Costa Coffee provides such displeasing service.

I would highly appreciate for this matter to be dealt with and treated as a prime concern. I have unfortunately not been able to get the name of the worker as when I asked for her name she refused to give it. However, she could be described as petite, blonde and slim.

Kind Regards,

Note:my...

Unfortunately, the service in this Costa is the worst I have experienced (in any coffee shop) but it definitely isn’t the usual Costa standard.

On my most recent visit (September 2022) they were out of nearly every drink (iced teas, coolers, 3/4 of the menu).

I have been here on several occasions and the service gets worse with every visit. The queue often passes the door and the staff do not care. The rest rooms have been “out of service” for a long time too.

It is understaffed and the more “experienced” barista is extremely rude.

Even ordering ahead of time for click & collect is pointless as they don’t even make it because they claim they are too busy.

Costa need to look at finding new management for this branch immediately if they don’t want it completely run down.

Service - 1/5 Food - 4/5 Ambience -...