Costa Coffee — Restaurant in Wales

I was making a morning treat run for my department and placing a sizeable order so I elected to order on the app for click and serve so as not to hold up the drive thru or indoor queue with 6 drinks and a pastry during a time when people might be trying to get to work. I thought this seemed the most convenient option as the app told me to click the "I'm here" button when I arrive and then the drinks are brought to the car, once you put your hazards on. When I arrived I went to click the "I'm here" button to find it was gone and a "reorder" button was there. A little frustrated, I went into store to find if my order had been lost or something. I spoke, pleasantly, to a woman, who's name I didn't get unfortunately, who seemed quite annoyed with me. I got halfway through saying "morning, I've placed a click and-..." and she pointed to a pile of pre-made rather cold drinks with a croissant. She then told me, in quite a snippy tone, that it had been sat waiting for a while and that she had been going out in the rain every ten minutes to check if I was there or not.... as if this was my fault? I explained that the app told me to do what I had tried to do and she just talked over me and told me that was wrong, as soon as they get the order they make the order unless I specify a time. Well, there was no option to specify a time in the app.... surely that's the point of the "I'm here" button? Anyway she also told me to just do the drive thru next time as it's more convenient and no one has to go out in the rain then. Yes, well, if I wanted to do the drive thru and hold everyone up then I would have picked that option. I picked the option I wanted to pick for the schedule of my morning. I tried to explain myself a couple more times to try and understand what it was i had supposedly missed but she just kept speaking over me in such a rude tone. This is the first time I've attempted to use the app but it was quite straight forward and gave instructions. It's not my fault if the various manners to deliver the service offered haven't been trained out properly. I'm honestly not contemplating returning - and I had been a regular customer as I work locally. Bit of a slap in the face to be spoken to like that, especially after placing such a large order. Also all the drinks were cold so thanks for that. Waste of near £30. I had to, of course, explain why the drinks were cold to my department..... so they're also now not keen...

As an older gentleman who’s been on this planet long enough to know better, I have to say—I’m absolutely appalled by some of the cruel nonsense I’ve seen written about the young staff at this Costa. Who are these people, hiding behind screens and spitting bitterness at staff young enough to be their own children? Shameful doesn’t even cover it.

I’ve been coming to this branch for a good while now, and I’ve never once been treated with anything but warmth, patience, and kindness. They even remember my order—and not just that, they bring it over to me with a smile, no matter how busy they are. That’s hospitality, my darlings. That’s heart.

As for this ‘click and serve’ palaver—please. There’s a drive-through if you’re that determined to stay seated. And if I, at my age (with two hip replacements and a tendency to chat too long), can find it in me to walk inside, I’m quite sure the rest of you can manage. Get a grip and get some fresh air.

And let’s talk about the comments people make about the staff’s appearance. Why are we knocking young people for expressing themselves? Do you remember being young? Or have you been grumpy so long you’ve forgotten? Insulting someone’s pace or hair colour doesn’t make you clever—it makes you cruel. If you don’t have anything kind to say, go have a biscuit and a nap.

To the team at this Costa: your smiles are beautiful, your work ethic is admirable, and you’ve always made me feel welcome. Don’t let the miserable few dim your light. You’re doing a marvellous job. Keep going.

Warmly, A kind old queen who knows a good oat flat white...

I made an order and went to pay and asked if they could have put apreviouse costa rubbish in the bin because i was not going home and was unable to get out of the car because of my disability and taking the wheelchair out is extremely difficult. This worker/possible manager with purpley, red hair, piercings, small female working in llanfoist cost on the 25th may at 11:10 am and said "just go put it in the bin at home yourself" in a really nasty way belittling me even after we told her about my disability. When we parked up and waited for them to bring my order out we mentioned kindly that she was a bit rude to me. She then went on patronising me more by sarcastically saying "awww...did I hurt your feelings and in what world was i rude". I am a regular customer of costers and really disappointed with costa customer service and will not be purchasing again from this cost at all. I will say the other girls we wonderful and polite , howerver this girl was extremely rude and has ruined this...