Costa - Moray

My husband and I were excited to try Costa's new maple latte that we had seen advertised. It's a special treat for us. However, the drink did not look like the pictures at all. There was hardly any cream on top, no sprinkles, and the flavor seemed to be settled at the bottom of the cup. We were hesitant to stir it with the dirty utensils we were provided. We went during a quiet time, so it wasn't very crowded. Overall, we felt that we didn't get what we paid for. The trays were also dirty.

There were not enough boba balls in my drink, and the cup was handed to me with the lid half off, causing it to spill all over my car. Additionally, there was a long wait time and they gave me the wrong straw for my drink.

Catriona was extremely rude, unwelcoming, and completely unacceptable. She ignored us for an extended period of time and didn't even acknowledge our presence with a smile or a brief "be with you in a minute." When she finally did speak to us, it was in a dismissive and confrontational manner. The service we received was absolutely dreadful, as it has been on previous occasions.

I went into costa to have a coffee but needed the toilet first , before I ordered . The toilet was locked , no code, just locked. I asked the assistant if I can use the toilet and was asked if I had ordered a coffee. I said not yet I need the loo but I will. I was told, you can’t use the toilet until you have ordered and paid for a coffee! Terrible !!!! My thoughts are with everyone who has continence struggles and can’t hold while they cue up and pay before it is unlocked My thoughts are with everyone who may have a Stoma bag which needs to be changed urgently My thoughts are with any female who struggles with their period and my flood while the cue to pay! How is this respectful and dignified . It’s a human right to use the toilet the service provides when you need to without having beg and explain embarrassing reasons why you need to jump the cue to order and pay ! I get people use coffee shop toilets and they are not customers but…. So? They just may order a coffee or buy a delicious cake while they are there! Costa have now lost a customer, I will never go in that shop again and, I left to buy a coffee somewhere else at a service with compassion and understanding and let me use their toilet before I ordered a coffee ! Review your policy costa ….. you are chasing the money first , customer service second! Poor poor attitude!

Place was empty but had to sit and wait on my 2 coffees. Then the girl bellowed on me to come get them. Lots of staff on, would have thought they would bring them over after waiting so long.