Costa Coffee — Restaurant in Nottingham

Good service and no queue at all today but I believe that was only due to the fact that everyone thought it was closed as the main entrance boarded up. I am editing my review because the service myself and my 15year old son received was nothing short of absolutely disgusting. It was in October 2023 and I was planning to make an official complaint but sadly the receipt got wet and therefore I couldn't read the employee name etc. Basically my son had an appointment and was feeling a bit weak, shaky, faint and emotional and I in an aim to cheer him up I thought I'd treat him at Costa. Immediately the staff member was rude, sharp, snappy, no smile just dirty looks and blatantly made it obvious that she looked down on us. She kept loudly asking my son what he wanted and rushed and pressured him, I could see his eyes welling up and said it didn't matter and left. I followed him outside, he was upset about her attitude on top of being in pain. I was livid and returned to express my dismay at her behavior and informed her how she had upset a child when he was ill, never mind the horrific service I also endured. I was so angry and concerned about my son I went back outside to him. In the end I had to order online and pick up when it was ready. I spoke to a different employee who agreed that we was treated appalling and gave me the receipt with all the relevant information I needed to complain. As my son rightfully pointed out the employee should not be working in an environment where certain skills are essential, such as patience, empathy, warmth, friendly ness. It's is a hospital after all and you do not know what or why any individual customer is there for, what they are going through emotionally or physically. So it stands to reason they do not even possess basic customer service, never mind being a little more caring and welcoming to customers at the hospital. It has mortified me because Costa coffee has always been my favorite and yet this one worker has ruined it and left a big block mark against the company. On the 18/12/24 my son was having an operation so I went down to Costa coffee but after queuing to my dismay there was absolutely not one cake, biscuits, muffin or flapjack. I’d already ordered my drink so I asked when would the cakes etc be available and I was told they didn’t know it could be an hour or might not be until 7pm and that’s if they even come! I asked what the problem was and they just said the delivery company was having issues so it had been like it for days. I was disappointed but the poor nurse behind the was wounded because they had their free cake for their birthday and as it had been like it for a while, her treat was going to expire! You would have thought a big firm like Costa would have dealt with this major issue more swiftly than this. Plus my hot chocolate was horrible too. I’m giving up on them altogether because it’s just one bad experience...

I've been attending appointments at the hospital almost every week for the past two years, and up until recently I've always cheered myself up after my appointments by stopping at Costa before I head home. However, my last two visits have been awful and I don't want to visit anymore as female staff were rude and unhelpful, didn't listen and chatted amongst themselves while I and other customers were trying to get served. Because of my disabilities I have to walk with a frame, previously staff would put my hot drink on my table for me, which I always appreciated, I used to sit as close to the counter as possible to make it easier for staff, but on the last two visits drinks were left on the counter out of my reach and no help was forthcoming, other customers had the same problem. Cinnamon was sprinkled on my drink despite the fact that I didn't want it, when I pointed it out to the server, she tutted loudly but said nothing before virtually snatching my drink back and tipping it away before making another. One of her colleagues said to her, loudly right in front of me "you should have just scraped it off and given it back to her"!! The fresh drink was thumped down on the counter without a word!! Not a pleasant...

The worst Costa experience I’ve ever had.

Date & Time: 9th July 2025, around 1:30 PM. • I visited this branch and attempted to redeem a free drink using the Costa app. I showed the offer to the staff member, who acknowledged it. • However, when I got to the till, a different staff member insisted the drink was not part of the promotion and made me pay full price. • I paid to avoid making a scene, only to be handed a completely different drink from what I ordered. • When I pointed this out, another staff member rudely told me, “That’s someone else’s drink — yours is coming.” • Moments later, the two team members began arguing with each other, clearly confused, and eventually handed me a drink I never ordered.

This is not the first or second time this kind of poor service has happened at this location. The staff were disorganised, untrained, and rude.

Clearly, this branch needs serious staff training. I will not be returning — and I strongly recommend others stay away until...