Costa

Costa Reviews Summary

Cafes | New York, NY

What do customers say about Costa?

As of Jan 18, 2024, 2192 customers have reviewed this business and rated it 2.2 Star out of 5. The following report provides an in-depth analysis of customer reviews collected.

Source: This report was produced by TrustGuide based on a randomly selected sample of 10 publicly available reviews, sorted by relevance. See source

Verified by
Souad Boumerar
Published on
January 18, 2024
Last updated
March 13, 2024

Overall Reputation

Based on the selected reviews, Trustguide has assessed this business as follows:
Positive
Neutral
Negative
TrustScore®
A+
A
B
C
D
F
Verified by
Trustguide®
Overall Rating
2.2
/5
2192
reviews
Excellent
Good
Average
Fair
Poor
Trustguide uses AI for unbiased and objective review summaries. We strive for accuracy but aren't responsible for source material or decision outcomes.

Costa's customer reviews analysis

The collected customer reviews of Costa present a nuanced picture of the company's reputation and overall customer experience. While there are instances of commendable customer service, with staff going out of their way to make visits memorable, particularly for young patrons, there is a recurring theme of certain branches failing to meet standards. Common complaints include dirty premises, poor quality and inconsistency of coffee, lack of available resources like menus or cups, and issues with interior design that detract from a comfortable ambiance. The feedback suggests a discrepancy in performance across different locations, with some excelling and creating positive experiences, while others struggle with basic service elements such as order accuracy and cleanliness. This inconsistency appears to be impacting the company's reputation negatively, overshadowing the positive aspects highlighted in some individual experiences.

Positive Feedback

Positive feedback for Costa is highlighted by individual staff members providing outstanding service, making patrons, particularly children, feel welcome and contributing significantly to enjoyable visits. Additionally, the partnership with M&S for food offerings appears to be well-received, indicating that the quality of food may outpace that of direct competitors. Some locations offer excellent beverages, as in the case of a particular praise for the 'most enjoyable latte'. The Costa brand also retains a certain level of customer loyalty, showcased by regular visits and comparisons that favor their product offerings over competitors.

Concerns and Threads

Negative customer experiences at Costa are centered around issues with cleanliness, such as dirty surfaces and littered premises, which contribute to a detrimental environment for enjoying coffee. Operational problems include a lack of essential supplies like medium and large cups, significantly impacting the functionality of services such as drive-throughs. The quality of the coffee and associated products is criticized, with alterations to product ingredients, such as a change in the brand of soya milk, leading to customer dissatisfaction. Customer service fails in speed and order accuracy during peak times, suggesting a gap in staff training and management. The poor design choices in seating and lighting contribute to an uncomfortable atmosphere, detracting from the overall customer experience. Additionally, some branches have displayed a lack of problem-resolution skills and customer service communication channels are noted to be inefficient and cumbersome.

Frequently asked questions about Costa

Does Costa have a consistent quality of coffee and food items across all locations?

Customer reviews indicate variability in the quality across Costa locations. While some branches receive praise for their coffee and food, particularly the new offerings since partnering with M&S, others have been criticized for inconsistent coffee quality and unpleasant food experiences.

How does Costa address cleanliness and operational issues in their stores?

There have been multiple complaints regarding cleanliness and operational inefficiencies, such as lack of cups and poor interior design. Customers are advised to reach out to Costa's customer service, though it's worth noting some have found this process to be difficult. It is recommended to check recent reviews for specific locations to gauge current conditions.

What should I do if there is a problem with my order at Costa?

If you encounter an issue with your order, the first step is to address it with the staff at the location immediately. If the issue is not resolved to your satisfaction, you can attempt to contact Costa through their customer service channels, although some customers have reported challenges with this method.

Recent customer reviews and testimonials for Costa

Costa
Mrs Kaur
4-Star
2024-01-14 10:52:39 +00:00
I regularly visit the Bruntsford Costa in Bromsgrove with my 4 year old grandson. The staff make him feel so welcome, in particular, Arvind Singh who will always come over and say hello to him. Thank you for maki g his visits so memorable.
Costa
Tom Roberts
4-Star
2024-01-16 12:05:16 +00:00
Costa Glangwilli Carmarthen. No menu (ridiculous continually scrolling screens out of order) Rubbish lying around Dirty, crumb littered surfaces Grubby looking equipment Wobbly tables Cold coffee. (You'd think a coffee shop could at least get THAT right)
Costa
fatiha jebari
4-Star
2024-01-16 21:39:34 +00:00
I used to love Costa coffee I used to go there every single morning sometimes in the evening too when they had Barista Soya Milk Alpro Professionals. Now they change it to thi absolutely awful soya milk in the plastic bottle. I stopped going.
Read all reviews
TrustScore®
A+
A
B
C
D
F
Verified by
Trustguide®
Overall Rating
2.2
/5
2192
reviews
Excellent
Good
Average
Fair
Poor

About Costa

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