Costa Coffee in Stratford-on-Avon

When I ordered a hot chocolate, I requested it not to be too hot. The staff member initially claimed this wasn't possible but eventually complied after I expressed my dissatisfaction. She then asked if I was having a “bad day,” to which I replied my day was excellent until I came to Costa Coffee. I requested to speak with the manager, twice but received no response on how long she would be, clearly they saw me waiting. When I approached the counter, the manager then decided to acknowledge me, I found her dismissive and wanting to focus on other customers instead of addressing my concerns. While I understand it was busy, there should be a proper procedure for handling in-store complaints. Overall, this experience was disappointing and the staff extremely patronising. I won't be returning to this particular location -

We did not like the hotel breakfast, but the chicken and bacon sandwich and a very good coffee, so we preferred to walk over the street to Stratford City. The staff was friendly. And the food was delicious.

You'd think that Costa would give an experience that is in common with the rest of the chain? Prices for a coffee at £3.60 for a medium cappuccino are not cheap, but it was convenient. I wasn't prepared for a 15 minute wait to get a coffee when I was third in the queue, and those in front had two drinks to be served. How can it take so long - well it takes studied practice! Disorganised, disinterested and unaware of the basics of customer service, it is a shame to write this, but if I don't maybe they will never improve. People have a choice of where to go, and at the prices they charge, the customer really deserves better service and attention.