Costa Coffee — Restaurant in Newcastle upon Tyne

I went to Costa in Gosforth Shopping Centre on Saturday 29th March with my two kids. What happened there was honestly one of the worst experiences I’ve had in public.

My son, who’s autistic, started having a meltdown. He pushed my coffee off the table, started scratching me, biting me, throwing things. I tried calming him down, gave him my phone, nothing worked. So I took him outside for a bit to change the environment. I stayed near the entrance where I could still see my daughter through the glass eating her food. We were still inside the shopping centre, just outside Costa.

After a while it got worse. I went back inside and told my daughter we needed to leave. I asked the staff if I could have a plastic cup for my coffee. The woman gave it to me. While I was trying to handle everything and hold my son, he kicked the empty cup off the counter. I apologised. I was clearly struggling. She just stood there. No one moved.

I asked for a paper bag. She gave me one. I asked for another. She gave that too. Still no offer to help. No one said anything. My daughter had to help me pack the food. She’s nine. I was carrying my son while he was scratching me and biting me. I didn’t even realise I was bleeding until I got to the car. My hand was bleeding and no one in that place did anything to help. Nothing.

There were at least two or three staff there. They saw everything. Not one of them moved. Not one person said “Do you need help?” or “Can I make you another coffee?” or “Can I pack that for you?” Nothing. Just cold. Just silence. People watched. Some acted like they couldn’t hear. Others just sat there staring.

I cried in the car. Not because of my son. I’m used to managing his needs. I cried because of how I was treated. Or not treated. Just ignored. And yeah, it made me wonder. Is it because I’m Black? Is it because I’m African? Was that part of it? Because that’s how it felt. Like I wasn’t worth helping. Like I didn’t exist.

I never go to this branch. I usually go to the one in Team Valley, Gateshead. The difference is massive. In Team Valley they actually help. They speak. They care. My son has never had a meltdown like that there. Maybe he senses the energy. Maybe they just act like human beings.

The way I was treated in Gosforth was disgusting. Costa, this is not okay. You need to look at your staff. You need to train them better. Or just remind them how to be decent...

What on earth has happened to this Costa? Have been a patron for many years (usually a quick lunchtime weekend stop with the family) and was our favourite local Costa with a homely atmosphere, great food and service. Today the food and coffee were great as always but what has happened to cozy feel?? Air con turned up way too high so a fleece was needed. Too many new smaller tables where any more than two people struggle to eat at accompanied by new chairs that are totally uncomfortable. Divided sections have been removed so now like a school dinner hall. I hope they are in the middle of a re-model? If not it would seem to be the new aim of the owners to keep traffic moving rather than have an enjoyable stay.....maybe they had too many people sitting on one coffee for hours on end? Disappointed to say the least hence my first google review! Will think twice about visiting next time as Nero is a...

Ideally located for a rendezvous on the High Street and drinks are slightly cheaper here than at the coffee shop run by a different national chain along the street. However, it's often fairly crowded at busy times and as the service can be a little on the slow side you may have to wait for some time to quench your thirst. Somewhat inexplicably they"ve also stopped serving scones here, so you'll need to visit the other chain if this is what takes your fancy. Toilets always clean with facilities for the disabled, but tables can take a while to get cleared when staff are dealing with queueing customers. Easy access for wheelchair access users via lift from car park on the roof (30p per hour until 4.30pm on weekdays/8pm...