Costa Coffee in Tonbridge and Malling

Only went in as Roses was full and honestly was served the worst coffees ever. The milk looked like an over frothed ice cream and tasted awful. Costa why are you not bothered that this store isn’t managed properly? It’s dirty and service not great!

Lovely coffee, shame about the cleanliness of the store. I wouldn’t let my dog sit on the chairs they’re so filthy. I doubt they’ve ever been cleaned.

Fantastic service, very friendly Barista Charlotte. Fantastic welcome and delicious drink. It’s in a friendly high street location

When I paid £7 for a cappuccino and toast I was given 2 squares of butter which did not provide sufficient spread for the bread. I enquired about providing some extra butter and was brusquely informed that there would be an extra charge of 10 pence. Seriously, how much can they squeeze out of their customers. Very disapointing

This is a fantastic Costa, located on the high street in the small market town of West Malling, kent. Open from 06:30 until 18:30 weekdays, they serve everything from hot & cold drinks, fresh food, sandwiches, and cakes. The store has outside seating - perfect for the summer months. Free (1 hour) parking is generally not a problem either directly outside or across the road in the market square. There is also a Tesco's supermarket P&D carpark nearby which is a short walk away. This store has recently been appointed a new manager named Mel. Mel and her staff are very friendly and make all customers feel welcome. Many regular customers know Mel and some staff by first name, and enjoy engaging in day-to-day chat, gossip, & banta. There is a real community spirit about this store, and long may this continue... The two recommendations I would make to Costa regarding this store are:- 1) In-store background music would really improve the ambience 2) Front of store orning (just to provide sun shade on those hot summer days.

Much improved. Better managed now. Friendly and proactive. You can see the new staff are really trying to make an effort. A relief from the previous situation. Norway girl is so lovely.

A single staff member has caused this, once lovely, local Costa to decay. Very vocally blames everything besides the issue, including management and customers, for the lengthy queues on quiet mornings. Poor division of tasks based on self preservation. Such a pleasure to visit on mornings when the lovely Norweigan barrista and her colleague are on shift. Goldex franchise - take note please, or this site will will reduce your bottom line

Really sad to have to leave such a bad review but this has been a long time coming. The service form this person in store is getting progressively worse. One particular lady, who has been in this store for years is rude, grumpy and ignores customer to the point at which I have watched three customers walk out in the time I have been sitting waiting for my coffees. She told me she would wait to heat my sandwich, I asked her not to wait and to put it in right away. This was ignored. I have watched her be really condescending to the other members of staff in the store and also rude to the customers. She spends much of her time complaining about everything and anyone around her. It’s really putting me off using this store to that point that I use other options when I can. As a side note, the soya milk use in store is really unpleasant. I always drink soya milk lattes but have to order a different milk when I use Costa.

Yet another visit which took 15 minutes to get a takeaway coffee. Then usual cloak of invisibility to customers from the usual member of staff One member of staff serving and another doing the coffee. Slowly. No tables cleared. Hardly busy for a Sunday morning. In the time I was queueing, many prospective customers walked on by to the next coffee shop. This appears to be a franchise of Costa Coffee and by the number of negative comments on here, they really don’t have much regard for customer service.

I’m sorry to have to point out the following: Lack of staff Staff unmotivated, inexperienced & not customer focussed. Waiting time far in excess of what should be expected. In future this customer will take note of the above before committing to purchase. There are more alternatives in the vicinity for this establishment to carry on as is.

Once again, very poor service and a huge queue on a quiet morning. A 15 minute wait for a drink-in coffee, no glasses due to the dishwasher offline yet again, and no cutlery apart from a plastic knife. When my drink did finally arrive, it was not a latte and was full of foam.. I have had better service from a roadside tea van! This branch needs to up its game a bit, as customers are being treated poorly..

Large queue and waited 15 minutes to be served a coffee. Dirty trays over the tables. Only two staff working on an early Saturday morning, no apology for the wait or a smile. I took my tray back as there are only two tables outside to sit on and it was a nice day. I wasn’t even thanked, I was rudely gestured to put it onto another table. Poor service and rude staff!

Had my usual cortado nicely presented, hot and great flavour they had lattes which also tasted great. It’s always worth asking for it to be extra hot

Visited Costa today and am so shocked with the customer service I received, equally as shocked at the way one colleague was talking to another. The older lady who was making the drinks spoke down the the young girl on the till and just being generally rude, as she was with the other customers. 3 customers walked out whilst in the queue. Won’t be visiting again anytime soon. I think a member of management should look into the way older staff are treating and speaking to, clearly new people.

Downturn - the franchisee needs to address poor management post Emily departure. Latest staffing situation is unsustainable. Brunella -

Visited today, 35 minute wait 2 staff serving 1 clearing tables, Sunday market on, maybe more staff needed, I was not alone to be disappointed

I have been visiting this Costa coffee for nearly 10 years, almost on a daily basis. I have seen it go from a very friendly place with excellent service to one that appears to be run on a shoestring budget with limited staff and very poor service standards. On a ‘normal’ day, in the morning, the queue can be out of the door with a 10 minute wait. Not because it’s supremely popular but because there is only one trained barista making coffee and yet another new trainee on the till. Trainee baristas come and go very quickly and I have seen the shop staffed by just one person on more than one occasion due to lack of staff, potentially a health and safety risk if anything happens such as a personal injury or fall. A new manager has just arrived, has a bad attitude already. Bearing in mind there is another, non-chain coffee shop right next door, if I was the owner, I’d be worried about losing my regular customers to them….

Issues I had on Saturday were: 1. Tables not cleared which is my main bug bare. Why don't management make this priority? Don't they realise how much of a turn off it is to go into a restaurant and/or cafe and see dirty tables covered with used plates, cups, left over food etc. 2. After paying I was told they did not have a couple of the frozen drinks so ordered a different one and a coffee. Had to point out I was due a refund of 50 pence which was retrieved from the tips bowl and no apology offered. 3. Queue for toilet as there is only one for customers and staff.

Visited after a camping trip absolutely outstanding service note to the management give your guys a pay rise service above and beyond great great effort folks be very proud of yourselves credit to Costa coffee

Family lunchtime visit, coffee ok, snacks ok but a little overpriced, just average really. Came away wishing I'd eaten at independent local places that vary their menus and offer so nothing different. Have done so since and glad that I did. Too much of the same old thing here...

Visited in March and no real complaints. Offers all your standard Costa options and the Barristers were pleasant and made good conversation. Only issue was the lack of phone reception but can't necessarily blame the vicinity.

Always busy An perfect meeting place ... for Breakfast Or lunch etc or just for a coffee an a chat ... staff very friendly An know you by name ...

Have to also ask for the coffee to be extra hot, otherwise it is lukewarm . Tables aren’t also cleared away , as there is not enough staff and the others are busy serving . It is a very busy Costas . Staff are normally polite and helpful.

Normal costa menu very good service tables are cleared promptly nice place to have a coffee break.worth a visit.

This is just a typical franchise costa coffee no more no less than you would expect its self service no waiters if you like costa coffee the it’s OK

I got served raw bacon me and my friend have now been violently sick... the coffee was overpriced and cold and tasted like pickles. I will never come here again

As a regular Costa user and most are generally off a good standard I was totally surprised to find the West Malling coffee shop well below standard in service and cleanliness. I ordered to coffee' s but when it came to collect them I was told we couldn't have a saucer as there weren't any clean ones ,I find it hard to believe that a busy coffee shop does not enough saucers to ever run out,the staff weren't really too bothered in any case ,I excepted this without a fuss.It was only when I sat down and looked around that I noticed how dirty and very neglected the whole of the coffee shop was, the general seating area had not been cleaned properly for months and all underneath the food display cabinet dirt that had been left to build up ,my thought was if the front of house is like this God only knows what's out back!.I have contacted Costa and awaiting a reply ,as I value my health I will not be returning to this coffee shop as there are many others in the High St that I can visit .

The drinks here are lovely. The service is quite quick and the drinks taste amazing! Great place to meet up with a friend.

Just wanted to say how fantastic the staff are! So friendly especially James, never fails to put a smile on our faces:)

This Costa is sufficient and good the staff and friendly and helpful but the hot chocolate or chocolate brownies are extremely sweet🍬🍬🍬🍫🍫🍫🍫

Last Tuesday our family met up here before a family funeral in the village. Although the café was very busy the staff were quick and excellent. Our various drinks for a party of ten were very speedily prepared. First class service

Stopped here as it was the only place open at 0600. Overpriced coffee, very poor. Would never normally use it as West Malling has loss of great small cafes. Next time I would rather go without.

Costa Maidstone Hospital. A Brand something that tells the story of success but when a company loses focus it is a Name that soon becomes associated with the corporate rip off stigma. Why pay more for coffee or anything if you not going to put the effort in. I have attached 2 pictures one that shows the disgust from your store and one that i made at home. So i ask you. If you were reading this where would you want to have coffee.

Have visited this Costa numerous times in the last year, more recently in October. Staff are friendly and efficient. Can be very busy, but that’s the case with most Costas. This branch now has serious opposition from a family-owned independent right next door, but I’m sure will hold its own.

Stopped here for coffee before appt. Had Thai latte but thought £3 was a lot for what it is. Prefer my Americano

I regularly visit the costa in the high street on the way to work, there is closer costas to home and work but in regards to the service and speed I would choose this one over other any day!

Usual coffe outlet mines a cortado most flavor wish it was bigger, staff are very friendly wife is non existent even on your own network

West Malling is full of small independent shops and the service and value for money you get with them far exceeds this soulless place. Had to use it but never again

Posiblemente el peor servicio que he tenido en un costa. 3 el personal detrás del mostrador de tener un buen personal antiguo chat. Se las arreglaron para servirme con sólo un solo gruñido de J pidiendo el pago. Aproximadamente el 35% de las mesas estaban...

Buscando un poco cansados, pero aún así un buen servicio, y el habitual variedad de comida barata y fiable las bebidas. Si estás en West Malling, y estás buscando un café o comer barato, hay otros lugares con más ambiente y originalidad. . . A veces es difícil aquí. Para conseguir una mesa limpia, puede llegar a estar muy concurrida.

Mi gran Delgado húmedo en un servicio de comida para llevar leche taza ☕ bueno, aunque un poco caro £2. 95! Charlotte era muy acogedor y tomó un interés en cómo me.

Asked for the banana oats and honey smoothie, to be told we dont have any bananas! It was 11am in the morning and 3 doors away is Tescos..............

Very good service and convenient.......... costa is the best for coffee and hits the spot.....even have toast for breakfast.....don't get better than....

Average coffee shop with the typical quality of Costa Coffee, the staff are always friendly.Best used as a takeaway.

Great coffee shop in the heart of picturesque West Malling Kent. The staff are lovely and coffee is pipping hot. The building is listed so has wooden beams etc. I would rate this as one of Costas best.......

It's had a bit of a face-lift since I last visited about a year ago.Much better layout and easier to get around inside with more space for produce.

Recent visit on 15/11/16.Service was prompt and the girls behind the counter were very friendly. There is sufficient seating within the premises. Good aspect is the notice boards which make you aware of the specials. Otherwise pretty standard Costa outlet.Nice location on the High Street.

I started coming when I started working in W. MALLING and I really enjoy coming here, the staff are very friendly and are always seen being good to their customers. They remember your regular drinks and the place just has a general good vibe. It's much better than many of the bigger costas, in maidstone for example and the Costa at the aylesford retail site. So if you're looking for a nice coffee or lunch in this area, I'd recommend it.

Standard and impersonal as you'd expect. Reasonably efficient service. Large seating area. Very useful local notices board. Suitable for wheelchairs and pushchairs. Background music is intrusively loud.

You would have thought that Costa Coffee places were good. But I was so taken aback at the slow service and the almost cold coffee served up.. Certainly no where near value for money

Theres not a lot I can say about the Costa in West Malling, only that its one of their best. Good comfy chairs, good service and good coffee.

Large and welcoming, the West Malling High Street Costa is a great place to meet friends for drinks, or just bring your Kindle and come alone.

It's a big chain so the coffee is what you'd expect (lovely) the staff always know the regulars drinks and are friendly and helpful. I often use it and will continue to do so and if you're lucky enough to get the window seats it's great to relax and people watch.

Lovely building enhanced by the addition of a good cup of coffee,normal range of speciality foods are provided, and the premises offer a chance to have a secluded meeting.

Plenty of seats. Nice place to relax..but expensive!!Good service.Newspaper to readNice coffeeAlways a nice place to go

I absolutely love coffee, i offen go to this costa shop before i pick my daughter up from school. Ive got nothing bad to say about it, service is always met with a smile and its a nice place to relax. Lovely staff all with great attitudes. Much better i think then the ones i have been to at Kinngshill.

As you would expect in a costa it's great quality coffee, in a small shop but I still managed to find a clean table to sit at. Service is ok, nothing to shout about. The table talker was tatty and had a red sauce on it( personally I would have put it in the bin) We did want to eat but the menu was to high up and far away to see what was available and the things in the fridge all looked like thick bread and cheesy. Couldn't find any healthy options so finished our drinks and went elsewhere to eat

Three words often used to describe me are Dynamic, Cultured and Brilliant. West Malling is a historic market high street with fantastically interesting architecture and mostly independent shops and eateries. I won't lie to you, Costa is in fact a national brand so the West Malling shop is not the only one, but that aside, it still offers sufficient hospitality for a woman of my magnitude. Upon entering this particular Costa, the sea of warm smiles that greet me feels like an applause and I often remain stationery for a few moments just inside the door so to soak in my moment and give the customers a second to digest what kind of a woman they're about to deal with. I truly am one of a kind. I usually just purchase a drink but I've been known to eat a panini here. I tend to sit by the window as I enjoy looking at the public walking by and can't help but judging the savoury characters that pass me. It's awfully relaxing for me and I wave to those who make eye contact. Summertime is special as they open the windows for me and it gives me the chance to interact with passersby.The service is usually good and the establishment seems clean enough, but as a woman who fully investigates each and every toilet she frequents, there have been times that Costa's have let it down. It may be a tad over the top but I always get onto the floor and wipe my finger all around the base of the toilet where dirts will multiply, and thoroughly judge the seat, handle and behind the bowl. I try to take it all in because I feel that if a toilet is clean, you know the venue takes health and safety seriously and the food and drink will be clean also. I usually investigate toilet bins to ensure they're not overflowing. I'm famous among the more respected folk of the home counties for my Miss Marple-like skills so if this Costa concentrates just a bit more on this toilet, it'd make great improvements. Us regal ladies do like a clean toilet. When I've mentioned the toilet to the staff they do immediately go down the back and I suppose sort it, which is good on their part. I could tell you horror stories involving particular public toilets, and I assure you this one is no where near as bad, but I do like things just so. I believe the staff appreciate my input. Although thesedays, due to an incredibly hectic schedule and life, I can't visit as often as I'd like, but when I know people who are in the area I do point them in this direction. One medium two shot extra frothy skinny cappuccino with a vanilla shot and a tad bit warmer than average for me please! Mrs Davis

I had a wonderful experience today at costa coffee. It's the middle of winter but I fancied a frozen drink. I asked for a recommendation because the frozen drinks menu wasn't displayed. Ellie recommended a mint chocolate chip and I was hook-line-and-sinker. She made the drink with flair, had fab presentation too and was polite and funny to boot. Give this lovely lady a promotion! Great service, served quickly and with a smile.My usual experience with the staff at this Costa has been very disappointing and saddening in the past but today "Ellie" put a smile on my face.

I like the friendly and relaxed atmosphere in this Costa. A lot of Costa cafes are bustling and noisy but, even though this one is always pretty busy, I don't find it noisy.My most recent visit was just before New Year to catch-up with a friend over a coffee and a cake. We spent 2 hours chatting - it's a place where you don't feel rushed.

I love coffee and Costa West Malling is super friendly and very clean. The building is very old and has beams and a general wonkyness to the building. This makes it altogether very charming. Lovely to visit anytime of the year.

I always feel guilty idling over a coffee and a magazine in some of the other cafes in West Malling. They really depend on the turn around of tables so I head to Costa if I have some time to kill.Food and coffee are standard Costa faire, won't set the world on fire but you know what you're getting. The service is generally good though and drinks are made quickly and efficiently.Seating is comfortable and there's always a background buzz of conversation which gives the place a welcoming feel.

More used to the frantic activity of a city or town centre Costa this was a pleasant change - much more relaxed and less shouting ! Its also much cleaner and the staff more friendly as they have time to actual serve rather than 'process' you.Will pop in again for morning coffee

Perfectly good example of a Costa Coffee, staff are usually very polite, good decor, large loo. It sits in the middle of the High Street, near Tesco and next door to another (more expensive) eaterie so if its full you won't be disappointed.

I go most days because I live in west Malling ... An i like the the staff they are very helpful ... Especially George...

Often meet here with friends for a coffee and catch up. Arrived at 10am and ordered a latte, brown toast and jam. They didn't have any brown bread or jam left. Settled with white bread and marmite. Had to request that the table was cleared of cups. Toilets were clean, plenty of seating, general decor and furniture was tidy and clean. Just disappointing that I couldn't have my toast and jam.

Have been here many times. The staff are friendly and the coffee is good. The only negative is the seating area outside the entrance is always littered with people smoking which meats you have to suffer the smell of smoke on your way in and out.

Needed somewhere to conduct an interview so used this Costa. Nice large cafe, fast friendly service and plenty of space to talk. Visited at 10.30am on a Friday.Would use again.

Popped in for a quick coffee to escape the rain, I stood at the counter for about 5 minutes with two staff behind the counter, neither acknowledged me, while waiting I noticed the unwashed crockery and general untidiness behind the counter.I had a small coffee and wasn't even asked for my loyalty card, the coffee was weak and tasteless and I left most of it.Overall the shop is scruffy and in need of a good clean up and a bit of atmosphere like most of the other coffee shops I have visited.

Good service, friendly environment and good coffee! The only issue is parking in West Malling when it is busy. Try the car park behind Tesco or at weekends you can use the car park at the lower end of the high street

Just visited Costa Coffee shop and was disgusted by the state of the toilets. I even went and got a staff member and told them it needed toilet paper, air freshener, the toilet was not flushing. I would not enter the toilet until this was done. Then I found the handle to the room was broken, and the hand dryer was not working. A member of staff gave me a piece of kitchen paper to dry my hands after I complained again. Also one of the taps was not working.You do expect a large chain such as Costa to train their staff to keep their establishments in good order. This really is unacceptable in my book.

I have just visited this coffee shop in West Malling, and whilst the food and drinks were up to standard the toilet certainly wasn't. The door handle is broken, the toilet was not clean and did not flush, one tap didn't work and the hand dryer only works if you almost touch it underneath. There was no toilet paper and it smelt awful, with no air freshener. Not what you expect when you go into a Costa - not good enough.