Costa Coffee 48 Queen's Road, Buckhurst Hill IG9 5BY

"I went to Costa this afternoon with my 3 year old daughter and I’m afraid to say it was a very unpleasant experience, the worst customer service I’ve had in any service sector. The lady that was making our drinks was so rude , aggressive and dismissive . I don’t like my hot chocolate too sweet and I merely asked the lady serving me if she could make it not too sweet. The lady didn’t take my request to well and started bashing and chucking things away that she’d started preparing in attempt to show her frustration of the inconvenience I’d caused her . Nonetheless, she still made the hot chocolate in the way I requested and when she handed it over she was still all grumpy. I apologised to her and said that I’m sorry that I’d somehow made her upset by my request . She then responded and said ‘I am tired of having to re-make drinks when I have so many things to do’. I couldn’t believe as a paying customer I was made to feel bad for asking what I wanted and my daughter had to witness this aggressive behaviour. Anyway, I took my drink and went to sit down and decided I just can’t let this slide , this is absolutely unacceptable. I went to the customer service iPad to write my feedback of my experience . Whilst I was there I asked the lady what her name was and she refused to tell me and kept saying ..it’s there ?! But not showing me or telling me . I then had to asked one of her colleagues if I could speak to the Manager and to tell me the name of lady colleague serving me which she said was Joanna . She said there Manager wasn’t there and that she was still new and couldn’t help much. I went back I tried to speak to a Joanna and tried to calmly tell her about my experience and that I was not happy . Again she was dismissive and kept taking over me . I went back to my table , picked up our drinks that hadn’t even been touched and took them back to the till and told her we were leaving . There was no way we were going to sit down and enjoy a drink made by someone that carries so much toxic energy and lacks any knowledge of what customer service means . Anyway, as we approached the door she says she wants to give us a refund but with no sense of remorse for her behaviour. I said to her it ok and to be blessed. For me the money is nothing , what matters more is the experience so a refund wasn’t going to help me with anything. When I go to Costa it has always been the experience that I have valued the most and that’s what always made go back again and again. I am very upset I was treated this way and that my 3year old daughter had to miss out on her drink and whiteness such terrible behaviour from an adult that should know better . Joanna should not be serving customers with that kind of attitude , it is completely unacceptable and doesn’t represent the good Costa standards that I am familiar with."

"Costa, stopped for refreshment on a 6 mile walk, perfect."

"I popped in at 11:50 today I ordered flat white and told the young barista ( lady) if I can have it made it full fat milk as Flat whites are supposed to be made, she said yes! while pouring skimmed milk and laughing with her colleague as she stramed the skimmed milk. Horrible person."

"I often go very early in the morning when it's quiet so can't comment on busy hours. Staff are friendly, coffee and food as you'd expect from a Costa."

"I stopped Costa. After I started Greggs amazing coffee and delicious bakery I couldn't have Costa coffee anymore. Its expensive, staff is fed up with their mundane work and the cafe is dirty. You cannot even dare to ask to staff to come clean a table as they are so busy with serving at the till. Customers are used to messy state of the tables so they just sit regardless on someone else's leftovers... :("