Costa @next - Torfaen

Walked into Costa today for a coffee . Lovely smell of coffee wafting into next .However, there was a queue all the chill cabinets were very poorly stocked . Couldn't find a table dirty trays of dishes everywhere Walked out it was filthy

Arrived at 5.25 on Saturday for a coffee with friends and then reminded every 5 minutes by the chap behind the counter that they were closing at 6. Couldn’t enjoy the experience with him shouting out every 5 minutes.

Im not one to leave bad reviews but i felt this was needed. The service is costa has really gone downhill and i feel its due to change of staff. The young girl who served myself my mum and daughter today was incredibly rude not just to myself but others waiting for their coffees and food also. It was cash only at the till which as you can imagine was an issue for many customers as majority of people pay by card. There was a lot of eye rolling from the young girl serving and no mention from her of being able to order on the app as an alternative. My toastie was cold by the time my drink was prepared and my coffee was the consistency of slime it was absolutely disgusting so i took it back and was met with more eye rolling and told thats what i ordered. My mum ordered on the app but wanted to sit in with her drink and was served her coffee in a takeaway cup. Might sound trivial but 2 toasties 2 coffees and a biscuit £17 is extortionate you at least expect it in a proper glass. I really feel a course in customer service would be extremely beneficial for this young woman because her manner was appalling.

Today the staff were met with a very very rude customer who spoke to the one lady serving very disrespectfully. Having dealt with this behaviour and the person had left the building it was clear that it had shaken up the waiter but despite this she was processional and kind. She apologised to the rest of us waiting to be served whilst her manager went to ensure the person was off premises and order a refund. Another staff member then sent her off to have a moment to herself but before she left she brought me over a muffin to again apologise for what had gone on, and the next waiter arranged a drink on the house as I was with my service user whom is a vulnerable adult so for them change and disruption can be challening Having anything on the house of course is very much appreciated but the way the team gelled together to reassure this waiter and keep the customers happy was lovely to see. Everyone kept their cool and stayed on track without hesitation Nice one guys.

Had to wait for the staff member to finish texting on her Apple Watch to be served, she didnt seem bothered when we showed her the track and trace, tables dirty, ripped seats.