Costa Reviews 

Costa’s rewards scheme deserves a place in the history books as one of the greatest disappearing acts since the magician sawed the assistant in half.

Back in the good old days, the deal was simple: buy six coffees, collect six beans, get a free drink. Customers were happy, Costa was happy, and the world continued to turn as nature intended.

Then somewhere in a boardroom, presumably surrounded by spreadsheets and people who refer to customers as “revenue opportunities”, someone asked the important question:

“How can we make people spend more money whilst receiving less in return?”

And by all accounts, they absolutely nailed it.

The coffee prices climbed quicker than my blood pressure at the checkout, the rewards became harder to earn, and then came the masterstroke: your rewards now expire before you’ve even had chance to remember you had them.

There is something almost artistic about spending over £30 chasing a “free” coffee only for Costa to tap you on the shoulder and say:

“Ah yes, about that free coffee you’ve already paid for… we’ve decided you were enjoying the anticipation more than the reward itself.”

I used to buy Costa almost every day and genuinely looked forward to cashing in my loyalty rewards. Instead, I discovered that loyalty apparently works in one direction.

The rewards scheme now feels less like customer appreciation and more like competing against the house in a casino where the slot machines occasionally remove your winnings because you didn’t collect them before the next full moon.

For a company making millions, you’d think there would be some value placed on customer loyalty. Instead, the message feels more like:

“Thank you for your continued custom. Please continue funding our quarterly figures whilst expecting absolutely nothing in return.”

As for customer feedback, judging by the response, I suspect comments are printed out, folded into paper aeroplanes and launched out of head office windows on a Friday afternoon.

The coffee is still decent.

The loyalty scheme, however, has all the warmth and generosity of a parking ticket.

One star deducted for every bean that mysteriously vanished into the Costa Bermuda Triangle.

Ordered two drinks for myself and my son….£12. Waited patiently for them, limited queue but after 5 minutes realised they had forgotten them. Asked if they were making them, they replied yes. Went back another 5 minutes later, asked again, the response was “I’m not making them, you’ll have to speak to the person that served you.” There were two people working, one making drinks, one serving.

They then spent 5 minutes checking if I’d ordered my drinks, ignoring me and talking to other customers.

They finally said very rudely - “we forget them, do you still want them?”, to which I responded “no thanks, just a refund”. They refused to give me a refund on the basis they “didn’t know how”.

All in all, a pretty awful experience. The staff member I spoke to was very rude, dismissive and unhelpful. I’ve complained to Costa as I didn’t get a refund.

Cleveland Centre, Middlesbrough. The state of this branch is an absolute disgrace. Dirty trays, cups and general customer waste are strewn all over the cafe. I had to clear and clean 2 tables myself! Yes, it is lunchtime and reasonably busy; but surely common sense should prevail, with a team member solely dedicated to the job of keeping on top of the mess..?! I pointed this out to the team member behind the counter -- while I was handing in my 2 towers of someone else's dirty crockery -- and I was told, "Well the other staff if on their break!". "Sorry" seemed to be the hardest word.
I'd originally given 2 stars purely for the swift and pain-free process at the till. Which, on contemplation, I've reduced to 1 star. I got the bare minimum "Do you have the Costa App?" and "thanks " at the end, hence the bare minimum rating.

We went to Costa in Northallerton and ordered a breakfast wrap, a nacho cheese chicken toasted sandwich and two flat whites as well as a bottle of water.
The wrap was missing the bacon but my main issue was with the coffee…not flat whites and not even lattes, they must have had a single shot of espresso in each so in reality two cups of heated milk with a bit of colour…I took 3 sips and left it…that was yesterday 23/06/26
Today I contacted Costa to let them know and it is IMPOSSIBLE to finish the complaint, no matter how I tried, there was no way to submit the form, I kept getting a message to say I have to fill in all the answers, obviously I had, so….if anybody has a problem in a Costa coffee shop, please complain straight away…I wish I had.

Visited Costa yesterday and had to wait far too long to be served. Operating, what should be, a busy central city coffee bar with only two, rather slow, staff members is a recipe for commercial disaster. Drinks were, at most, warm and the table we sat at had not been cleaned properly. The owners 'Coke' need to address this issue before it's too late.

I went to the Costa in Didsbury on Wilmslow Road and let me tell you, I have NEVER in my WHOLE ENTIRE LIFE been so unwelcomed in a fine establishment such as this. There was this one overweight, middle-aged female worker with light brown, frizzy hair who was SO rude and hostile; I have NEVER felt more unwanted at a public place in my whole 20 years of living. I hope she faces SEVERE consequences and I wouldn't mind if her paycheck was stripped for the next couple months if necessary. Now, you must be wondering what she did that was so horrible. Let me tell you, she was disrespectful, rude and yelled at me to and I quote "GET OUT" when I simply asked a polite question. I was shocked and I hope she learns from her past mistakes and I hope the establishment knows not to hire such people ever again as Costa Coffee is supposed to be a safe spot for many individuals, including myself. Do better and perhaps I will consider coming back if my mental state allows it.

I ordered a e-gift card online and realised once I’d finished I’d put the wrong email address on. I emailed customer services straight away with the right address and they rectified it at once. Very impressed with the service as I thought I’d lost the £20. Excellent customer service.

Just had another great coffee in your Abergavenny store. Always a happy and up beat welcome from Karen and the team. Just what you need. Plus great coffee. I’m a little concerned as to why there is a ‘Shop to Let’ sign over the door. Surely this does not mean the venue is closing? Abergavenny is a bustling and vibrant market town and Costa offers an ideal place to meet your friends and family and have a catch up over a fab coffee and maybe a toastie.

Big shout out to Oliver, great customer service.

Costa is my local go to shop, usually visit 2/3 times a week. Following a major op I couldn't drive so no visits for 4 weeks. My first visit out was to Costa, I was so disappointed there were 3 flies feasting in the cake cabinet while the staff huggled,so I forgoed my treat, but to top it all my Americano was Luke warm. No ! I didn't complain I'm speaking with my feet. I will not be visiting again, I expect more for my money. Looking for an alternative coffee shop

Expensive, poorly maintained, dirty, tables infrequently cleaned, staff friendly but lack initiative or work ethic. Toilets dirty. Frequently products out of stock. A poor show. Lack of budget.

Costa DT at Auckland Retail Park, BishopAuckland. Staff use milk that has been standing in a jug from a previous order. Staff do not understand that a Flat White should be made with whole milk. Staff should not serve coffees when it is spilled into saucer. Staff unable to deal with complaints. Al in all I have had two unpleasant visits this week. If only there were a Cafe Nero nearby.

No working air con in many stores. Disgusting for staff to have to work in and uncomfortable to sit and eat.

I would fully support a staff strike. Costa is owned by Coca-cola who make in excess of 47.94 billion dollars a year. Dirty b#*#!*#s wont fit new reliable air con units for their staff.
Gross, I will no longer purchase anything sold and owned by coca-cola.

Ordered a decaffeinated coffee as it was getting towards bedtime - received a cup of hot milk no flavour at all. Unfortunately I’m not keen on milk 🤷‍♀️

Absolutely disgusting Customer Service. I ordered on the click and collect on my app Thursday 11th June at 9.45am. When looking for the store I wanted only one came up so assumed it was the correct one however when I got to the store they said it was the wrong one and not to worry when I didnt collect the order the money would drop back into my account additionally they told me to contact Costa through my app whilst I was in the store just as back up. Nearly a week has passed and the money has been taken and after 6 attempts at trying to contact Customer Service still nothing. Looks like I will have to take this further

At Costa M6 Toll road yesterday. Want to say thanks to George for brilliant service and help to my wife and I,
He saw me struggling with a walking stick and immediately offered to bring our drinks to the table.
🤜💪

Costa, Next Store, Fort kinnaird, Edinburgh.
I would like to take this opportunity to compliment the staff at the above store, in particular, Marnie and Ryan who, always go above and beyond in the service they provide, they are a credit to your company.
Please pass on our thanks to them on a job well done
Eddie Carlaw

Every time i visit my local Teesside retail Costa for some food and a drink i find the staff are always sweeping up whilst we are eating!!! The dust goes in the air and my partner is asthmatic and makes him cough. It seems to be a regular occurance. Is this because no cleaning staff are employed and the cleaning of the floor should really be done when the cafe is closed. Maybe the staff want to get away on time and do not get paid after a certain time.

Good coffee, amazing staff at my local Costa (main reason I keep going), but needs more variety in selection of food and WiFi is quite slow

I would like to commend Agnieszka and Rekha at Costa Coffee in the Yiewsley Tesco branch for their outstanding customer service. They are always incredibly friendly, welcoming, and positive, creating a warm atmosphere for every customer who walks through the door.

Their professionalism and genuine kindness never go unnoticed. They consistently go above and beyond to ensure customers have a pleasant experience, always serving with a smile and taking the time to make everyone feel valued. Their positive attitudes and excellent service are a real credit to Costa Coffee.

Agnieszka and Rekha truly make a difference and are a big reason why customers keep coming back. Thank you both for your hard work, dedication, and for brightening people’s days with your exceptional customer care.