Costa Coffee in Kensington and Chelsea

Duty Manager called Anna was extremely rude and unhelpful at 380 Kensington High St London. I am writing to formally lodge a complaint regarding an unpleasant experience I had this morning at your store located at 380 Kensington High Street, W14 8NL. I ordered a Large Chai Latte with Oat Milk, but was instead served a regular milk chai. Unfortunately, I did not realize the mistake until after drinking it 30 minutes later, which caused me to feel extremely unwell, leading to nausea and vomiting. When I returned to the store to address the issue, I was met with dismissive and unhelpful behavior from both the staff and the Duty Manager, Anna. Instead of offering any apology or a solution, she rudely insisted that I had not requested oat milk, despite not being a witness to the original transaction. Her refusal to acknowledge my concern or offer a refund, compounded by her dismissive attitude, left me feeling frustrated and disrespected. This experience has not only ruined my morning but has also left me deeply dissatisfied with the level of service provided by Costa. I paid for £4.60 that made me ill.

Staff refused to redeem my free drink reward, stating that Costa can only add points to my app but does not provide a physical reward. Supervisor Daniela

I recently visited and unfortunately, my experience was disappointing. The place was unorganized and not clean, which made it uncomfortable to stay. On a positive note, the coffee was good; I ordered a flat white, and it was enjoyable. However, the overall atmosphere needs significant improvement.

Considering where this costa is I'd expect WAY better service Absolutely awful service Girl was on her phone whilst serving the queue

Went into the restaurant and asked the gentleman behind the counter if there was anywhere to sit in the restaurant he said there was seating inside and out well not helpful at all I new that I wanted some help to find seating he had zero customer skills and did not great us as we came up to order he didn't smile either and seemed death as he repeated my order 3 times the lady that gave me my coffee was just as bad she seemed miserable no smiling wht so ever horrible atmosphere would never go back

Busy Costa situated nearby Kensington Olympia

I wasn’t able to take a photo of the flat white I ordered, I was shocked! The woman barista who made the coffee ☕️ she gave me a dirty cup with lipstick 💋 mark on it. I don’t understand why she didn’t notice that!!! I just went back to the and asked for another flat white with the take away cup. Not even a single apology. No way!

The coffee bar next to the Hilton Hotel offers a variety of delicious sweet and savory snacks. My cappuccino was good but not perfect, unfortunately lacking in coffee art. Its location with direct access is convenient. Overall, it's not bad but has room for improvement.

You would think I was invisible. Poor customer service. Definitely worst Costa I’ve come across.

Good staff. Great decaf. Near Holland Park.

Very Nice coffee place. Staff very friendly, thank you !

This Costa Coffee outlet is beside the Hilton Olympia, with a door linking the two, so you can use the toilets in the Hilton. There is plenty of seating both inside and outside. Service was rather disorganised, as it seemed that the person serving me (who had a badge saying Perpetua - Manager) couldn't take payments so I had to wait for the other member of staff to become available in order to pay.

Fast as foink wi-fi. The fastest in London.

Great Coffee place for the guests who are staying in the Hilton Hotel Kensington Olympia. There is a direct entrance door from the hotel to the coffee. The coffees are really good, especially the "Cortado" coffee. This place opens very early in the morning and the employees are really nice 👍

Glad I was not the only one facing problems with claiming promotions here. I had a 30% off food voucher which I was planning to use. Selected my choice of food and waiting in line when the counter girl Emilia who was serving another guest in front of me asked if I would like to have my food heated on her way to the oven from the till (she was about to heat then food of the guest in front of me). I thought I was weird as I’ve not even paid for it yet but obliged anyway. When it came to my turn and I wanted to scan the code, was told it was not applicable here, felt bad to deny purchase as my food was already in the oven reheating. Emilia also tried to multitask and tried to serve me even before finishing with the previous guest who is looking for cash, and asked me what drink I would like, to which I replied hot chocolate. She ordered it down the lane and when it was my turn, I added ‘with oat milk’, whereby her colleague had already stated with dairy. If Emilia had confirmed my purchase before heating it, I would have not had the transaction and she blamed me for not reading the terms and conditions, that too in an indirect way (saying ‘I’m amazed people don’t read the T&C before purchasing’ to her colleague) right when I was collecting my drink. Very poor attitude and service with childish actions.

If I could give this coffee shop zero stars I would. The lady at the till was extremely rude. I also had a Costa Coffee voucher and I was turned away, she told me that I couldn’t use it at that location - which does not make sense as it’s a Costa Coffee branch. 🤷🏻‍♀️Avoid this location at all cost, unless rude people don’t bother you.

This store doesn’t accept any promotions on the app and there’s no sign anywhere saying that.

My first time visiting this branch, never had a problem with Costa in my life but today was a shambles. About 4 members of staff but still they all seemed disorganised and flustered which clearly resulted in an error with my order. Amongst other items i ordered a medium coconut latte and medium cappachino. Instead they prepared a small capachino and medium capachino with coconut milk. When shown the recipt the lady in charge still didnt have a clue where she went wrong. And when preparing my drinks again still made the same error in front of me!!! Shocking...im just so glad my brother is not allergic to nuts otherwise he would have been a gonner and the girl preparing the drinks needs to be re-trained from scratch, laughing it off amongst themselves is not acceptable. Wont be attending this branch again, no where to sit and extorianate prices...Nearly £4 for a cookie and £4 for a muffin....no wonder they are laughing!

You can't use your beans here but you can definitely recharge your batteries with a nice cup of coffe. All the staff working here are very nice, kind to costumers, polite and overall the atmosphere is great. The only downside is the fact that they close at 4 and I see a lot of costumers leaving unhappy because of this. If I was the owner I would keep the store open until 7 pm as it is one of the biggest Costa Coffes in High Street Ken. and I would ask the staff to work in 2 shifts as this place is EXTREMELY BUSY all the time so it can be draining for them as well. I had a diabetic coma one day and one of the staff knew exactly what to give me for hypos so she saved my life. A masive thank you to the Romanian girl working that day. She deserves a raise.

Nice cleaner, just a little bit of smile and perfect. Ordered iced caramel latter PERFECT brother got another hot coffee didn’t say nothing so PERFECT thanks

Always closing way too early, mediocre coffee , not much in the choice of eats. Outside tables. Toilets inside the hotel. Do go visit Indian Motorcycle London - nearby at 368 - 370 Kensington High Street for quality motorbykes. ( this used to be the showroom for Bristol cars on this corner) . I would not stay at this Hilton hotel with the Costa Coffee always closing so early. Official Food Hygiene Rating - Scores On The Doors - 5 out of 5. Better coffee and eats at Cafe De Fred nearby in the Earls Court Road.

Service was fast, but coffee was nothing special. Nice sitting area.

More expensive and can't use gift cards or vouchers.

They did not accept my Costa gift card!

Kind, fast serving staff members at the counter. It is confusing which one the entrance door is!

Friendly staff, cozy atmosphere and great espresso coffee! Thank you so much!

Came here to use my free coffee voucher. Barrista told me I cannot use it because they are part of Hilton, which doesn't make any sense. There is an old sign saying shop is having an IT ISSUE

IT issues…lol…waste of time … and que for ages ahhhh

My wife and I decided to have an early dinner at a Filipino restaurant before going to see a show at the Royal Albert Hall and found this little gem! They sell themselves as ‘Fine Dining’ and it stuck to its name. We were offered a tapas style meal where you eat all you want for a decent price. The individual meals were so well made and delicious, we wanted to eat them all but our bellies didn’t let us :) The atmosphere was friendly and very Filipino with decor to suit. As my wife is Filipino herself, she felt at home hearing her dialects being spoken as we ate. Would definitely go back again if we are in the area and would strongly recommend this to others we know and anyone out there! :)

They are not complying with diversity and equality act 2010 in my opinion as they charge vegan extra comparing to others which is discriminating a specific life style. Ordering coffee with almond or oat, they will charge you extra as (alternative milk) instead of changing the milk from animal to plant based.

Coffee connoisseurs will definitely rejoice! Costa Coffee brews high quality coffee. And the taste doesn't disappoint! Staffs are welcoming and smiling 😊!

Never loved Costa before but now its my favourite because of this branch they really make you feel welcome and make the coffee with lots of love and you just feel it from the first sip and it has a lovely seating area outside where you could enjoy the hustle and bustle of olympia, and a good chat with the locals and regulars... always a pleasure to see the lovely staff Daniella, Emilie, Augustin,Suellen, Petsie, Darcie and Alick

Excellent service on Friday the 8th of July. Very welcoming staff. Offered to make an additional drink because one of the drinks got spilt.

Photos a misleading, only take away cups available not a signature costa porcelain. You have to go to adjoining hotel for the toilet

slow handling a largish crowd to start with. Once Manager realised there was a problem actioned it very quickly & moved people through quickly.

Service and food is fine. The new tables are not good to use my laptop on

Visited when attending Comic Con at Olympia. Nice staff, good outdoor seating. My son and l enjoyed our lunch

Very limited snacks choice. Lack of China for eat in service

Customer service not very good. Coffee great

Good Service and friendly staff nice location feels very continental. Food is on the expensive side for what's offered I thought.

Standard Costa but not great choice of sandwiches

Usually rating costa 5/5 ... this one is only 3/5 as everyone was served in disposal cups in spite of being in sitting area.

I was today for the 3rd time but never again. bad quality coffee and long waiting.

Very slow Service Rubbish coffee Disgusting stuff

Great coffee but not many seats

Costa is the only non-independent coffee chain I go to. The staff primarily are always fantastic and the coffee reminds me of my time in France enjoying what I used to call a proper coffee sat outside a cafe near a water fountain, overlooking a river or lake, watching over the heat-drenched mountains or just people watching on a busy square. Costa takes me back to the coffee and memories associated with the good old times. Highly recommended!

The store is clean and well run. Best thing about this store is the staff. They are super friendly and helpful. I only go to this store because of there super staff there. The store on its own is clean and there are no issues to complain about. Highly recommended

Very good coffee, and good sandwiches

Sandwiches look like they have been sitting around for sometime....sad

Great for a quick bite or a jummy sweet snack!

Good coffee but the food is getting smaller and the cost getting bigger 🤔

Good location and possibilities for more daily routines.

regular coffee for me in the mornin'

Sat outside enjoying a vanilla latte in the Sunday sunshine

Costa for some reason don’t know what a Flat White is. They’ll be surprised to know it’s not a big bucket of warm milk with a hint of coffee. A Flat White should be a short, strong drink. But then I guess anyone buying their coffee in Costa don’t actually like coffee anyway.

MOST EXPENSIVE COFFEE IN KENSINGTON!! Don't bother going here, premises were closed for an unnecessary generic refurb pre-second covid lockdown. Cup sizes were reduced across all franchises in January 2020 and prices put up, however since the refurb and obviously as a way of covering those costs this particular franchise owner has increased the cost by over a pound!! Disgusting .. this outlet is now more expensive then all the Ken high street coffee shops and the Costa branch in Westfield shopping centre. No wonder this place is now completely empty with no one using it. You rip off customers - you loose out

I used to love sitting in this costa pre-covid, but ever since they have maybe half of what’s in their menu and they close so early without even warning! It was nice out so I decided to sit in the patio and 5 mins later the girl starts making noise and banging the tables together to get ppl to leave and it wasn’t even 4 yet! And also they completely closed down their indoor section

Quite busy but good service and huge place

Nice service, plenty of space, also back garden where you can enjoy a coffee in peace.

Not a fan of hot chocolate but Costa always makes tasty drinks.

Nice workers. Pretty expensive but it's the centre of London so it's expected

This costa is very near to the Kensington Olympia railway station .... it has good sitting space inside and outside the cafe ... the staff was polite and service was good but I was bit disappointed with the coffee and hot chocolate we ordered which was cold or at most lukewarm .... it has good options of sandwiches , wraps and pastries too

Normally good. Today in the Olympic branch staff were very busy which meant tables were not being cleared and the place was generally untidy.

Always great coffee and nice staff

Nice place with in and outdoor seating...nice latte...

I have been to the store at Kensington Hight Street. I approached the cashier and asked him if I can order a spice cappuccino with lactose-free or vegan, at first he says that the cappuccino only contains milk and coffee, my question it was not resolved. properly. When I wanted to pay, I had in the app 475 which means 4.75£, he took 300, 3£ however, he made me pay 2£ on top by card, so in total, I paid 5£ for my coffee, I still cannot believe it. I asked for my receipt and he just provided me one with 2.95£ paid in cash that I told him it does not match with the way I paid and the amount (T:845 C: Mahinder CL:14/12/2019 8:04). He said that he cannot provide any other receipt. I paid much more than the value of the coffee, I did not received the right information of the product, plus the wrong receipt and on top of that, this is the worst service I ever received. Really disappointed with this experience

Very nice place to get a break during the busy work or during weekends.

The worst customer service I've ever experienced in my life. After watching how a team member completely burn the milk of my partner, I asked to have my latte at 65 celcious. Instantly they got offended telling my that the latte should be at 100 at least. There was obviously a misunderstanding between celcius and fahrenheit but instead of trying to understand what I meant they started questioning me if I had any barista training, which in fact I have, they started interrupting me while I was speaking to someone who was trying to help and raising their voice. I am very disappointed for the way they treat their customers and I hope someone will train them on how to talk to people and the difference between celcius and farrengate.

Good central position to access nearby Olympia and all main shops and hotels.

Very good location not convenient if you drive and don’t have bowls for serving porridge looks very cheap not expected from Costa

O locație decentă unde îți poți savura cafeaua relaxat

Very rude staff the lady from Europ and middle age short blond hair she never do good service I saw urging with lady customer and she keep 👀 my want me to involve as this is not my business today Sunday people come to relax and she fight with customers the manger can not do any thing she controlled him Do not go there as not good staff 👎🏻👎🏻

Very delicious! I'm so satisfied!😁

Decent staff, but poor Costa generally. Little flies all over the place, all the cakes/pastries completely dried out compared to other Costa branches.

Don't go to the Olympia Costa for a filter coffee unless you want to be told with a sneer that "we don't sell that sort of thing".

Nice Costa branch! Nice atmosphere with pleasant staff.

I was expecting a better customer service however I understand it is a busy branch. The Americano I ordered wasn't good at all. I was drinking a cup of hot water with a dash of coffee taste. Lack of joy!

Too small for location, always a wait and staff not as good as many costa coffees. Still ok if you're really thirsty.

Lovely outside seating area, especially in the nice weather. Friendly staff, fast service.

Really nice place , i always come here after work for a coffee. Nice people and good customer service :) I love Costa❤️

Just love all Costa Coffee Shop...

This branch not up to Costas usual standards

Cafe tasted ok but the staff atietuud stinks, she was refusing to serve my cafe in a China cup, she sad we do serve ONLY on a take away cup. Sort out your staff costa

Too crowded. Good service anyway considering the conditions.

Great place, employees very kind.

Barista absolutely awful!!!! So weird and rude and when asked for a mug, was given a takeaway cup with attitude!! Absolutely awful people! Never coming here again and the coffee was awful!!!

Cafetería acogedora, la repostería la calificaría de mediocre tipo comida rápida. Buen café y ambiente agradable. La wifi regular

Very poor customer service , Perpetua was very unhelpful...

Never let's you down. Best mochas and toasties

Sandwiches cold The staff are very unprofessional Don't waste your money going on this coffee shop..

I went to Costa today and there is usually a employee called Safaa who Wasn’t there today. I asked where she was as and they said she only work Monday to Friday morning. I’m never going to costa On the weekend only on the weekdays morning

The coffee continues to be inconsistent. Sometimes it can be passable, but other times it's just milk with no coffee flavour, and the milk can be anything from burnt to foam.

Both Costa at Guildford Station and Kensington Olympia - Higly recommend!

Possibly the worst Costa experience. Staff here are actually from the merged hotel next door and have the worst customer service training. - I specifically mentioned I'm eating in yet they gave everything in disposable cups. - Asked for a coconut latte, got told coconut milk ran out. Went to order another drink instead then saw coconut milk right there. Don't appreciate being lied to at all. - Got a hazelnut coffee instead and surprise surprise, they get my order wrong and give me a normal latte instead despite making it clear I don't drink dairy.

Sandwiches not roster properly. Our food was left on the counter for other people to cough and breath over who ever was using the till their arms were reaching across our food. Very unhygienic practice. I realize they were busy but. On top of all this our food was cold by the time we paid, and goodness knows what germs landed on by the time everyone in front of us had breathe on it and handed their money across it. Very poor hygiene practices.

You can find It somethig like spanish coffe, they called It flat White.

Employee didn't welcome the costumers. They had no soy milk, almond milk or any other non dairy milk available. Just milk fron animal source. weak service

They constantly need reminding about the discount when you use your own mug

Wifi wasn't working, spacey shop but nothing specia

Good quality snacks and beautiful setting