Costa in Merthyr Tydfil

Came here for lunch with my friends sat down and within a minute a lady came up to us and told us to get out if we are not ordering nothing bare in mind we just sat down, they was speaking about us from a distance aswell. And also said that it’s busy and can’t have people sitting down randomly there ALSO there was people sat down without buying anything from there and they was there before us, as we left we had people tell us that they was speaking badly about us and laughing about us, how disgusting! Rolling their eyes at us and behaving like children the women with the weird cardigan on came up to us thinking she knows best, terrible attitude towards customers considering I’m paying ridiculous amounts of money for a drink, I’m a loyal paying customer and this is appalling!

Dear Costa Coffee Customer Service, I am writing to express my disappointment with an incident that occurred during my visit to one of your branches. My friends and I went in to have lunch, intending to buy food and drinks. However, we were treated unfairly and unprofessionally by staff, which led to us being asked to leave. As soon as we entered, we were told we needed to have food with us, despite the fact that we had planned to purchase items. We explained that we were going to buy food, but before we could do so, a staff member approached us—she had brown hair, was wearing a large cardigan, and appeared to be quite harsh in her manner. Without further explanation, she insisted that we leave. To make matters worse, we observed that other customers, including older individuals, were sitting in the same area without food, yet they were not asked to leave. This made us feel singled out and unfairly treated. What was even more troubling was the behavior of the staff member, who not only asked us to leave but also made disparaging comments about us while we were still in the store. We overheard her talking negatively about us and giving us “stink-eye,” which was both unprofessional and hurtful. Meanwhile, our friends, who had food, were allowed to stay, which only reinforced the feeling of discrimination. This experience was embarrassing and left us feeling disrespected. I have always enjoyed visiting Costa Coffee in the past, but this incident has left me questioning the standards of customer service at your establishment. I would appreciate an explanation of why we were treated in this way and what steps you will take to ensure this does not happen to others in the future. I look forward to your response. Sincerely,Brooke.

Very busy, service was quite slow freindly enough, though. Never had Costa before, so I ordered large lattes. OMG it was huge, but good.

The girl on the coffee machine took 25 mins to serve us because she was having a long in depth conversation with every customer to the point it was becoming awkward as she was giving details about her private life. She told one customer she loved chocolate and wanted to lick the cappuccino dust. She told another she’d had two takeaways that weekend. She poured the milk with her mouth inches from the cup breathing all over the rim. The whole experience was rather bizarre and her behaviour was really unsettling.

I ordered a cookie dough frappe and the girl behind the counter informed me that they were out of cookie dough, so I ordered another flavour. Waited 5 mins and was then told that they had no suitable frappe containers, so would have to have a hot cup. Then found out they had shortage of medium sized hot cups. Finally found one gave it to me and told that I would have to have without a lid,so the cream went all over the place as nothing to hold it in. No apology which is standard practice in such circumstances!. Appalling customer service. Had they informed me they had no frappe cups in the fist place I would have ordered something else!! Not in hurry to return!!

Not great service to be honest. One girl serving making drinks and food whilst 2 others emptying a bin and filling cups and saucers. Ignoring a queue of customers. Two lits of customers in front of me left without purchasing. Tables not cleared...what a mess!!!

Went here at 1 pm on a bankholiday Monday and there was no food left, that is appauling management on a bank holiday. Cannot rate as were not able tohave even a piece of toast.

Use to love the Costa Shop in St Tydfils Sq Merthyr. However the very quick decline in the cleanliness and appearance means my last visit, really was our last The outside is filthy. The windows are degraded by some sort of filth. The toilets are constantly out of order or lack toilet roll. This use to be a lovely cafe to chill in. Sadly not any more.

The place was quiet, three staff working, trays full of used things on every table.

ABSOLUTELY DISCUSTING DIRTY THREAD BARE FURNITURE !! AND COFFEE TO MATCH!! SERVICE WAS POLITE BUT COFFEE WAS DUSCUSTING!! AS WAS TEA CAKE !LUKE WARM AFTER ASKING FOR EXTRA HOT!! STAFF EASTERN EUOPEAN COULD NOT TALK ENGLISH VERY GOOD!! THIS PLACE SHOULD BE CLOSED DOWN AND REVAMPED AND GET STAFF TO GET PROPER TRAINING TO SERVE FROTHY COFFEE !!! WOULD NEVER GO BACK .STAR BUCKS NEXT TIM,E

This used to be so much better, but the last three times I visited the waiting has been either 30 mins or longer, meaning I have to go elsewhere. I get it's a busy Saturday or Sunday but why have only two staff behind the counter? The staff are clearly under helped and need support!!!

Brilliant efficient inclusive staff. Knew people by name and order (regulars) round lady bright future ahead , prompted me to write a review wonderful

I feel sorry for the staff - don't know if they're underpaid or just not supported, it both... The service has been consistently appalling. Had the displeasure of having to be here several times this week with work. Not recommended at all. This review is for the Costa next to JD.

The costa was closed at six not seven the one in next would only serve takeaway even though we were there at ten past six why say they are open till seven

Would not serve me as thay were closings in 30min so you close at 3.30pm on a Sunday walked out again today one serving 4 watching never moved for 30min shocking service

Iced latte tastes so watered down with a blob of cream and service is shocking! No thank you

Best Costa. You're more than just a customer. The staff are so friendly and helpful, especially Ana, Holly and Skye. They always remember our order.

We ordered a coffee and cake service to the car, which is a service that Costas offer. You order through the app, they bring it out to the collection point. The young girl who brought it out was insanely rude. Shoved the items through the window and walked away without saying a single word. I said thank you, she didn't respond. I shouted thank you after her in case she didn't hear me (I know she heard me), she just walked off in a mood, like she was offended. If the staff member doesn't like the click and collect system, she should take it up with management/head office, not take it out on the customers. As someone who's worked in customer service, I was quite shocked at the attitude, it was totally unnecessary and disgusting.

I’ve been to this costa twice this week and I honestly can’t praise the staff enough, they’ve been so helpful on both of my visits! I want to especially say thank you to Jordan and shaniah who went above and beyond.

Always a pleasure to visit a Costa

No air con and the sauce is quite cramped. Server was polite but a little overworked and the 2nd staff member didn't turn up for a while so was busy. I was served and told to wait for my drinks, but then rather than male them she went on to serve the 2 men behind me (seemed like regulars) who took ages to order. I stood for about 10mins waiting for my drink. Ham & cheese toast and the cheese and tomato toasties were cut with the same knife...think if I was veggie this would be an issue. Lots of dirty dishes left and tables not being cleaned. Food and drinks were OK, but at £17 for 2 drinks and 2 small toasties i would definitely look for somewhere else, ideally supporting a small local business.

As a regular user of Costa I popped in for a cuppa whilst waiting to meet a friend and was so disappointed at how unclean the tables were and the condition of the furniture, one chair was very wet with something but had not been taken out of use. Coffee up to the usual high standard but the cafe itself not nice!

Ordered coffee via ap on 8may 2023 at approx 5.15pm. Drove to store.Received a text to say ready to collect and store was closed. Contacted every number possible and emailed customer services. It has been over 72 hours. No response, no refund! Appalling service !!

Coffee tastes like a greasy spoon cafe's :(

Collected too good to go magic bag from Costa in next. Really poor contents. A soup, and 2 toasties. Clearly not the end of day as they were still open and selling. The contents were poor value.

Great service, very friendly staff

Always great coffee and pleasant staff

Although it's pretty busy in Merthyr Retail Park I do enjoy Costa over there, its clean and cosy.

Nice and clean ,great coffee.cakes and most importantly excellent staff.

Quite busy, nice to get in out of the cold. It is very warm in Costa. They actually know the difference between a Latte and a Cappuccino.

Big queue. Is within the Next shop on first floor. Escalator going up. Stairs coming down

Bardzo przyjazne miejsce, tylko było bardzo tłoczno 😊🤜🤛

Excellent coffee ,made by pleasant staff.

Had the most lovely mince pie with my latte

Buen trato y buen café y postres. Pero normalmente hay bastante cola y es bastante caro.

Inside was great, but outside on all the tables were full ashtrays. I know you can smoke outside, but thought they would be emptied when no one was out there

Such slow service I very disappointed. waited over 20mins in the queue for a cold drink and ended up getting a cake instead of a toastie for my lunch just to not wait any longer! they need an extra body over the holidays absolutely shocking.

Great coffee but a bit of a wait for coffee.

Lovely coffee plenty of seating not too crowded again today

Always good coffee snack are on the pricey side but use the Costa app to snap up a discount

Nice place and friendly staff. We had a bit of a wait. Well worth it 👌

Well I had a white chocolate hot chocolate with cream. It was like drinking a rather large cup of hot water. The drinks are often hit or miss. Visit prior to this I had the pumpkin spice hot chocolate which was good. My son had the breakfast wrap and that was poor also. Have had much better in the works canteen. For such prices consistency would be good please.

My son has a severe peanut allergy, the staff were amazing & went above & beyond with checking allergens & used fresh jugs etc to make hot drinks ( I didn't request this!) Exceptional service

I went to costa in Merthyr Tydfil today n on the costa app i cld get tea n toast or a kids sandwich all day for £1 each...i asked for the t n toast n was told they had no bread left...costa coffee is in the middle if a shopping centre!!!,. I asked for the kids sandwich n was told that nothing on that offer was available.....not good service...not worth traveling if nothing on offer is available...costa offers me the offers then dont allow me to buy them. The toilets in merthyr Tydfil costa coffee are broken. Please get them fixed..even the disabled toilets are broken. Not a very good place to relax in .

Godd variety of snacks on offer. Very short staffed at a busy period.

Very hot inside on a cool day. The shop was mostly empty with about 2 hours to go before closing. The cakes had been hammered with only 3 options remaining in an otherwise empty glass cake display. The staff were nice enough, provided quick service and I was offered a look at cake that was to replenish the display. I was happy with what was on offer already and enjoyed my coffee. The place was clean considering it had been open all day and obviously busy. What let the place down mainly was the baking heat inside and the "almost closed" feel because of the poor cake display. Otherwise a classic Costa experience.

Classic Costa, lovely coffee and friendly staff

The qeue was too slow..do not recommend them at all

Joined the queue at 11.25 and received my coffee and croissant at 11.50. Hardworking staff but needs a new system and more staff

Friendly staff, always greeted with a smile nd hellos, they make my drink exactly how I like it.

Quite a wait for a coffee, but enjoyable. Nice seating area outside.

Be careful if you are meeting someone. There are two. Pretty close together.

Love this little Costa tucked away in the corner in Cyfartha Retail park. Always lush cup of coffy and now they serve M&S food it's an added bonus. Love the chicken sandwiches on malted bread...yummy. Always frequent this place when up in Merthyr it's a little gem. Staff always happy and helpful

Nice latte. Place was very busy and tables were thin on the ground but we managed to grab a seat and enjoy a welcome drink. Also have sandwiches, biscuits and choice of cakes. Nice!

Service a bit chaotic and not even especially busy

Coffee very good and young lady serving was excellent

Nice place and surrounding area but wouldn't pay these prices for a drink

Long wait , average coffee. Nice staff

Toilets OK, no loo roll and staff not really bothered.

Enjoy visiting Costa,friendly and quick service too

Understaffed. Management need to consider online order impact on resource requirements and priority given for customers at the counter.

Always rushed, rarely nice, make the mistake of going back there time and time again only to be served drinks that are undrinkable. Have seen them pouring tap water into iced latte and adding espresso on top. Never going back there again, always end up binning what is bought.

Very good customer service, Zac very helpful polite and very pleasant young man

Love going into Costa, very friendly staff and best place to make new friends

Decent franchise gets really busy

Love Costa coffee, loads of choice, great friendly staff.

Food was ok Service was good I would stop again if i was starving and was passing buy. If i could wait i would look for somewhere els and try it out

Not very impressed long wait and very pricey

Lovely and clean staff friendly and helpful

I have celiac disease and explained my gluten allergy to the lovely guy on the till.. they handled it very professionally and even went out of their way to wash the jug for me. New gluten free food options here too which is great🙂 guys working here are a credit to the company, thank you.

It's a typical Costa coffee... what else do you need?

Rude staff, couldn't sit inside and got our order wrong.

Quick coffee and cake. Excellent as usual.

They were working their boots off 😻👍

Usual menu choices, could be tidier behind the service counter.

Took forever to get served. Staff need to concentrate more on doing there job and less time chatting to each other.

First off the waiting to get served was a joke, 1 customer was served in the ten minutes we counted. 3 staff behind the counter (well 2 cuss the 1 just operated the till from time to time and just floated about) 1 poor girl on the machine trying to keep on top of things cuss the till operator kept punching in the wrong orders, fair play she kept her mask on the whole time we were in, the others were just using them as chin hammock s. (We ended up with 2 vegan drinks instead of 1) only half of the drinks were available. Will probably only go here again if we have to.

Lots of staff stood around talking. Two behind the counter. In 25 mins 4 people served! Improvement needed

My favourite Costa for some reason. The staff are lovely. I only get to go, it's a busy shop so the wait can be about 10 minutes

Great service, fast and efficient.

Waiting time to long need more staff

The concession store inside Next was absolutely, inexcusably. filthy behind the counter. The coffee machine looks as if it had never been cleaned, rubbish was piled up in bins were over flowing. There were 5 members of staff and 4 tables yet no one was cleaning. Dirty trays were piled 3 high on every available surface. I felt dirty looking it it. I couldn’t believe it. A teenager would keep a kitchen cleaner. I refused to eat my muffin due to the state of the place. I didn’t trust the tongs had ever been cleaned.

Lovely service staff was polite,

Lovely but can get very busy, very quickly

Bit to busy, got served but wasn't anywhere to sit x

The coffee is well worth the wait

It was very busy ,but I was able to find a seat the hot chocolate was absolutely yummy prefect for this time of the year plus the place was very clean

Really Busy. if you want food give yourself 20 mins in your day queueing. quality service and product just very busy

Very slow service, the staff seemed to be busy talking to each other rather than serving the large line of people which had gathered, the young male staff member didn’t even look up from his phone! Coffee was nice when finally received.

Lovely large cups of coffee, indoor and outdoor seating areas

Big que lots of tables that hadnt been cleared and lots of rubbish on the floor looks like it could do with a deep Dont think they had enough staff

Slow to get served but the staff were lovely

The coffee was lovely but the service was painfully slow

Coffee is what it is, they must have had staff shortage again. Every table outside was filled with empty dishes and the floor littered with rubbish and cigarette ends. Not a pleasant place to sit especially with toddler..

A lovely large coffee, outside facilities and some gluten free options on cakes however very small and not affordable ref: mini gluten free cherry bakewell otherwise a great place to rest and recover whilst shopping.

Popped in for drinks on a Saturday afternoon. My sister waited in the queue for 20 mins. There were 4 staff behind the counter but didn't seem to know what they were doing. I saw the barrister on his mobile texting a few times when he should have been serving drinks. Such a joke if honest and won't return to this shop.

Need more staff as service rather slow..even one more member would make their life easier and get customers out of store quicker

Only table available was full of dirty cups and plates staff came took it away but never came back to clean table it was dirty with spilt coffe and crumbs of food COVID is rising fast and things like this are contributing not good enough

The ques were ridiculous 🙄 😒 Get more staff Costa. So, walked away with no coffee.

Slow service. The service area had dirty cups/jugs everywhere and a bin full of rubbish. Tables hadn’t been cleaned; milk for tea given in an espresso cup as presumably all milk jugs used/dirty. Four people on duty so not sure why so poor; man behind counter seemed to be standing watching others and even a request for a cup for tea had to be relayed to another member of staff to action!