Costa coffee - vent

GlasweJen

I can't believe the appaling service we got today in Costa Coffee at the glasgow fort. Went in with mum and sister at about 3.30 and there were no empty tables, placed order and asked for assistance because I was feeling unwell (mum explained my disability and produced my medicalert, also at this point i was in my wheelchair which i only use on my worst days), assistant just dumped our cakes on the bar where the barista was making coffees and took mums money. We waited for over 10 mins for a table to come clear and struggled over ourselves (mum pushing my chair, sister carrying food and drinks along with shopping). Now the fact that there were no tables wasn't necessarily costas fault but there were 4 tables were people were sitting without coffees and another where the family were eating food from the chinese place without any coffee at all! Another table again had a member of staff sitting at it doing paperwork when clearly there must be an office area for this?

When we sat down I realised there was no gingerbread syrup in my latte and sister took it back along with mums black coffee which was freezing and the server basically said it was our fault for not noticing it when they were made and refused to help us. Is this normal in costa? I'm normally a starbucks goer but sister prefers their hot chocolates.

kaylzbob

It is a problem at the Fort, I have only ever been in once and would never go back!! Only reason I went is for some reason my OH has a major dislike for Starbucks and the girl who served us dumped our cups on the counter spilling half the stuff out, held her hand out for the money without even saying the price and rolled her eyes when I asked how much it was. When we got over to the table I realised there was lipstick on OH's cup and I'm pretty sure he wasn't wearing any went back up to complain and got ignored. Ended up asking to speak to the manager, which I don't normally do, and might as well have been talking to a brick wall Eventually got my money back but only after half the queue had left the shop!! Ridiculous!!

NGlady

That is terrible regarding the tables. However it is common that the staff members do do their paperwork on the floor, they dont have any administration time so basically they do it on the floor and watch out for any troubles brewing, so they should have helped you in this case. A lot of the time, the baristas are paid to make coffee etc so the thought of turfing people out onto the street is confrontation and although inconvienient for the paying public it is easier just to let them have their warm and !!!!!! off, saves a lot of potential violence etc.

It is unacceptable how they was over your coffees.

How long after purchasing them did you take them back? Particually the black coffee. Did U have a receipt?

GlasweJen

Yes, they were literally taken back the moment we sat down and tasted them which was 10 mins later but as i was in a wheelchair and unable to stand i could hardly taste my coffee which was up on the bar to make sure it was right when it was first made. Reciept was kept because sister collected points on her costa card.

Glasgow_Fort_Costa

Hi Jen
I am the manager of Costa at the Glasgow Fort, firstly I would like to appologise for the poor service you recieve on Saturday as clearly we haven't delivered our usual standard of high service. If you wish to drop me a private message I can gather a few more details about the sitution and would be able to issue a full refund and complimentary drinks for the next time you wish to visit. Again my appologises for what happened.

Alan Stokes
Store Manager

Darksun

Glasgow_Fort_Costa wrote: »

Hi Jen
I am the manager of Costa at the Glasgow Fort, firstly I would like to appologise for the poor service you recieve on Saturday as clearly we haven't delivered our usual standard of high service. If you wish to drop me a private message I can gather a few more details about the sitution and would be able to issue a full refund and complimentary drinks for the next time you wish to visit. Again my appologises for what happened.

Alan Stokes
Store Manager

Nice gesture, but the forum rules state that anyone posting on behalf of a commercial organisation has to be approved by the forum team first. I'd recommend you get in touch with them ASAP.

Mupette

Darksun wrote: »

Nice gesture, but the forum rules state that anyone posting on behalf of a commercial organisation has to be approved by the forum team first. I'd recommend you get in touch with them ASAP.

well at least it was a nice polite reply to a complaint.
Hopefully it can be resolved asap, although I've been led to believe by posters on here that just because i use wheelchair i shouldn't expect special treatment.

if there were no tables free then what does the OP expect.. people to be asked to leave!!

Perhaps the staff thought the OP had support seeing as she had 2 people with her, one to push the wheelchair and one to carry the tray.
I think perhaps things would of been a bit better if she was all on her own, it would then be obvious that she needed help.

Going into a coffee shop with all tables full, then you do have to wait until one becomes available, how ever long it takes.

What exactly were you wanting OP?

Was the shop busy that the staff might of forgotten you? could your sister or mother not have gone back to the staff when a table was free to ask for the assistance.

The_Hallowed_Way

Costa coffee - vent

Shouldn't that be a venti?

*edit*
Oh, apparently that's Starbuck's.

paulofessex

The_Hallowed_Way wrote: »

Shouldn't that be a venti?

*edit*
Oh, apparently that's Starbuck's.

:rotfl::rotfl::rotfl:

custardy

The_Hallowed_Way wrote: »

Shouldn't that be a venti?

*edit*
Oh, apparently that's Starbuck's.

what a massimo faux pas

jackieglasgow

The thorntons cafe at the fort is much better, we were there a few weeks ago, and I ahd one of their pre packed sanwiches while everyone else had cakes as I'd gone straight from work. The sandwich bread was stale and inedible (I'll usually eat anything if I'm hungry enough) when I complained, they refunede the whole bill, which I thought was unnecessary, but they insisted - it was just over £15! We put £5 in the server's tip pot on the counter, though!