Costa Coffee — Restaurant in Wales

Really sad to be giving this Costa one stars. This morning I had an hour before I started work so I was really looking forward to getting a tea and relaxing. I drove through the drive through. Ordered a BLACK 1/2 hot 1/2 cold Tea. ( as I can't drink anything Hot . Plus I'm allergic to dairy that's why no milk.) I drove and paid. The guy who took my money. Looked like he hadn't brushed his hair ... he looked exhausted. He handed me my tea I took a sip straight away . It had milk in it and was so full the lid fell off and it spilt all over my lap and burnt my hand and my leg . I quickly said I needed help and tried handing the cup back. He refused to take the tea off me. Due to covid regulations. At this point . My hand is burning and leg. The tea is tipping every where also..... he said " sorry not much I can do , here is some napkins " he was so unhelpful. Shocking service. I told him . It has milk in it and I'm allergic . Plus it was too full and boiling. And I'm burnt. He handed me a new tea whilst I had no way of juggling the 2 in the car in pain. This is unacceptable. If you see someone burnt you need to show some sympathy , empathy and your customer service skills here were non existent. The cause of this happening was due to the staff, not myself. The order was wrong and with the tea too hot and too full it resulted in my burn . I could not move from my car this morning for a while as I was in pain from the burning. It was not busy there either . I had no sincere apology...

After being a member of Costa for some time, I was shocked to see the mess being created at this drive through!! They have a system where at the check out the staff place your purchases in a shelf that delivers to your window at a very convenient level that allows you to safely take them off!! The down side to this system is that the person that was on duty this day ( Sunday 23rd May) also kept putting the receipts in the same tray, and with the wind that was evident that day every piece of paper was blown off and was littering the area!! The simple solution to this could have been for the person on duty to ask if the person being served wanted the receipt in the first place ( as they do in every McDonald's I have ever been in!! Add to this the same person did not ask if I required a stirrer some sugar or sweetners. I would like to think that keeping the area around your premises would be high on your agenda, as the simple curtesy of asking if the customer required...

Usually I have a good service at this costa with friendly staff and good service. Today however I ordered 4 drinks, one of them with oat milk due to allergies. The lady messed up two drinks in our order, giving us 2 caramel frappes instead of 2 chocolate fudge ones. I know mistakes happen so I said I ordered 2 fudge frappes, one with oat milk. The woman serving us then gained a poor attitude, proceeding to glare at me and other customers and slamming the drinks into a bin. She then proceeded to remake the drinks. When she redid the drinks and completed the order she slammed the drinks down onto the counter and proceeded to have an appalling attitude. All because we asked nicely if she would redo our order. We didnt do anything to deserve such poor customer service. Hate to say I will not continue my frequent visits to the...