Costa Coffee - Stroud

My wife and I were in Stroud 15th October in the morning. As we are regular Costa visitors we were very disappointed with service. It was very slow and seemed very disorganised and waited at least 10mins for our coffee even though we were second in the queue. We went back again in the afternoon for something hot to eat hoping there was a change of personnel but there wasn't. Again we waited longer this time. We both had bacon baps when my came the bottom was covered in cheese. I couldn't be bothered to change it but removed the cheese from the bottom. It wasn't ideal as I don't like cheese. We definitely would not go there again.

Walked in and the member of staff Shirley) served us, she had a attitude however I didn’t think anything of it. I asked for a iced coffee with coconut milk and syrup x2 with crushed ice. She put the order through but then said no you want a frappe and I said no just crushed ice. I explained it was for a dietary requirement and that I just needed ice, coconut milk, coffee and syrup. She then complained I said the wrong order and I wanted a frappe, I explained again and she confirmed my order. She made a huge fuss having to void the original and re enter the order. She spoke in a condescending tone repeating my words with a childishly voice) when I explained it was dairy free order. I paid for my 3 coffees as she was shouting at the other member of staff, she then made my order and put the powder in it, to which I said no I didn’t want that as it may have an allergen which I didn’t request. I re explained to her what I order originally was how I needed it to be made as it’s for a dietary requirement as shouted shouted at me. My friend then said just cancel the order, as it was upsetting her so much. This staff member was so rude and disrespectful, she clearly doesn’t understand how to treat people as well as not understanding allergens which is a mayor red flag. I emailed Costa about this visit, however I don’t think they understood how dangerous it can be if someone had an item which causes an allergic reaction.

I lived in Stroud a couple of years back and wrote costa off as being cheap, dull and having poor service. I have recently moved back and I am so beyond impressed their new manager is so sweet and helpful and gives amazing service and have also been served a few times by another man with glasses and a mo who is extraordinarily friendly and always takes the time to ask me about my day and ask if he can do anything else. It’s clear both care about their job. I genuinely really enjoy coming here, not only do I feel incredibly welcome but they make great coffee!!!! And I never thought I would say that about a Costa as I’m a huge (huge) coffee and service snob. Keep doing what you’re doing guys!

2 ladies on duty, the coffee counters and tabels were very dirty. The “food hygene rating 5” on the door certainly wasn’t accurate today. Would not recommend to anyone.

Greeted at the counter by a member of staff saying “I have a hangover, of course I’m not functioning properly” this set the tone. Maybe not a conversation to be having. That said coffees were ok.