Costa Coffee in Glasgow City

Subject: Unpleasant Experience at Crowe Road Glasgow Store I had a distressing experience at the Crowe Road Glasgow store that I feel compelled to share. I’ve been a loyal customer here, but my recent visit left me shocked and disappointed. A simple misunderstanding with a barista over a drink led to an encounter with the new store manager, Jen, who was dismissive and unhelpful. Her demeanor was cold, and she accused me of having an attitude without trying to understand my concern. Despite trying to resolve the issue peacefully, Jen refused to provide contact details for a regional manager and ended our conversation abruptly, which was both embarrassing and insulting in front of other customers and her staff. I am shocked by the lack of empathy and customer service, which was not what I would expect from a reputed brand. This experience has seriously impacted my view of this establishment, and I hope my feedback prompts better customer service training and management.

Visited Sunday 3 November. Arrived 4.30pm ordered 2 hot chocolates they were disappointing. More than half filled with cream. When l ordered l was advised they closed at 5pm it then took 13mins to be served. The drink was disappointing the staff attitude not much better. 2 small hot chocolates cost £9.40 not value for money by any means. We had been looking forward to this treat. Won't be back and felt the need to post.

The Click & Collect system needs worked on. Numerous times now I've ordered 10 minutes before arriving at the shop to then have to wait another 10 minutes before my order is made. I wouldn't say the shop is particularly busy whenever this has happened either

Waited in line for 15 minutes to be told that they could not serve me because of an issue they were having with there tills. The place was also untidy with dirty coffe mugs and plates stacked on a majority of the table

My order hasnot been delivered yet while I recieved delivered notification!

Order didn’t arrive. Can’t seem to get a full refund

Amazing hot chocolate and birthday brink and then caramel latte and it was all so tasty and the staff are so pashent and so friendly and will go out of there way for u;))

I love coming here for my regular coffee and im still smiling half way through this delicious seasonal hazel maple hot chocolate BUT 50% of an order is not an order. Had to wait near 20mins as staff had forgotten the second drink of my order, casting me adrift in a bustling line of hot beverage enthusiasts. Working as I do in hospitality, I allow for a little latitude when it comes to disrupted service, knowing full well the rigours of attending to the sundry needs of patrons. However there comes a point when a customer has been standing in a confused state at a counter, well past the threshold of normal loitering, that should prompt some assistance. It is not the customer's job to guide the staff in the norms of body language, and if a stranded person remains unaided for that long then it should prompt an emergency re-education program in the staff room to ensure the 10-second phrase "Anything else I can help you with?" comes quicker to the lips than it did for me today. Eventually I got my second drink after prodding a staff member with a wooden stirrer and reminding them I still exist. All that said, I did get a little kick out of seeing the 5 customers behind me get such speedy service.

Waited in shop 20mins wasnt even busy plenty people just walked out greggs it is lost good customer

Croissant didn’t come, but the food was overall ok.

Ive always had a great experience here, only went in once or twice but drive thru very often. The staff are lovely! The girls I've spoken to at least, had a great customer service, always very happy and hands my coffee with the biggest smiles even at 7 in the morning! I do prefer the taste of costa coffee more than other coffee shops, they also have nice cake and snack options, and good for alternative milk. Not very many food options, I wouldn't visit for food, but its a great place to focus on work or just hanging out. Would usually spend about £10 for 2 coffees and a cake. Yes the coffee may be a bit dearer compared to your local non-chained coffee shop, but Costa , like Starbucks and any other chain coffee places have the same prices. Don't visit if you aren't willing to pay established prices. However, the cup is massive so you do get alot of drink. The atmosphere is lovely, you see people reading or working away. Very local, easily accessible and convenient. Comfortable seats for different kinds of uses(lounging, or sitting upright). Outdoor seats available and nice on a hot day. Bathroom okay. The drive thru is an absolute life saver though

White hot chocolate missing chocolate dusting, tastes like warm milk and have no chocolate flavour . Its texture is very runny like no chocolate was added at all.

The service received today from one assistant was poor. The large coffee was made from medium one coffee already made 2 minutes before, topped with extra milk plus second layer of chocolate powder on top. I asked to prepare the fresh one cause that one wasn't strong enough which I normally order. The assistant wasn't happy to make the second coffee again. Similar situation happened before. It's a big shame because this coffee shop is usually busy every day with many customers willing to receive nicely prepared drinks.

the order never arrived at all, missed lunch at work because of this

Delivery driver was a creep and hit on a 15 year old girl and the order was damaged and looked like the driver eat some of it

Clearly don’t know how to deliver a coffee. Waste of time :))))

Rude server said the reason my whipped ice coffees didn't look like the advertised picture, and weren't whipped, was 'They're in the sit in cups' (I was having takeaway). I asked if the cups.l mean they weren't whipped? She said they will taste the same. I asked if only taste was important. She said she didn't know what I meant. Other staff member at least offered to make again but I didn't have time. The other one had such an unpleasant tone. Customer service? And all for 8.30! Robbery.

they only delivered the drink??? not my £25 worth of food

Weak coffee... rest is al good.

Very friendly staff and a nice place to get some work done, but be warned, the internet speed is less than 1mb/s.

Toilets are almost permanently out of order, and are often not clean. Service is unbelievably slow

Have been there a couple of times now. Very pleasant atmosphere with big bright windows. The staff are friendly. I ordered a raspberry almond square the other day, my favorite dessert from Costa, it tasted so old, not it’s supposed to be :(

Don’t get from this place on just eat they will phone you and tell you they have no toasties even tho it said online they did and I can’t even get a refund on my order so that’s another £11 pound down the drain. Don’t buy from here unless your going in person!

Order was great, delivery was quick and driver was friendly.

Delivery guy got lost. Ended up in wrong building. Gave me the coffee which has leaked out and two coffees fell through the bag. Not happy at all can I have a refund please?

Missing items two days in a row

Food Excellent quality for the price, coffee as expected

I ordered a hog roast toastie I was looking forward to it as its my first time was disappointed to find out that unavailable so went for cheese & ham toastie tasty what made it better was they were able to put a free wonderful hot chocolate in my order cause of the hassle thank you I am happy customer

My husband and I drove into this Costa yesterday,my husband has a Gluten allergy(Coeliacs disease)which isn’t a lifestyle choice. When he ordered my apple pie and our coffees he explained this to the server who proceeded to shout ‘We gave an allergy here’ badly embarrassing my husband as the whole place heard her. They have a rubbish offering anyway with nothing savoury,with gf bread widely available it’s really unacceptable.

Excellent ! Thank you Costa Coffee Team ..great service fast deli

Excellent eatery and coffee shop … I would highly recommend to anyone.. Dr Goldie

Spanking new interior. But the same amazing service and value for money. Some things never change.

Lovely fresh coffee , spot on service as usual. Many Thanks.

by time coffee arrived it was only half a cup

Great place for stopping for a coffee and a wee sit outside. Staff always pleasant and good selection of coffee and food.

Spilt my coffee ☕️ as i just sat down yesterday. 8 amish staff were on it, and I can not thank them enough. They were superb in dealing with the situation 👌

I enjoyed being at the drive through & the staff were friendly plus enjoyed the Christmas muffins were nice

First time purchasing items but prices expensive.

No bubbles in bubble drink. So not what was ordered.

Food was fine but delivery time was pushed back 3 times

Lovely friendly staff. Always quick on the drive through for coffee.

Order as expected and delish. Only issue is was given wrong straw. This order had the popping bubbles so should have been given a wider straw

It seems like only yesterday I saw this Costa being built. It really is lovely and relaxing to sit in. The staff are brilliant

Lifted the strawberry n cream frappe out the bag the lid wasn’t on properly and the whole drink spilt over me and my couch

Very expensive cafe. Coffee is nice but almost £4 a cup with oat milk. No longer offer lactose free or almond milk. Only gluten free food option is bakewell tart. Please remember Costa...coeliacs have no choice but to avoid gluten!! It is not a trend or a lifestyle choice.

I spent a good time, great meal, and nice drinks. I recommend it to anyone want to have good drinks with family or friends

Our building is on the map wrong and the coffee arrived all burst and spilt

Nice meal, they didn’t have a certain item I ordered. But they were nice enough to replace it with a other item and write a letter to me about it. Very nice and kind 😊

Costa is always a good idea. Love it.

Lovely hot chocolate, nice atmosphere. Lovely, helpful staff.

Haven’t received my order again! That’s twice in the last couple of weeks that the driver hasn’t phoned or buzzed the door

Although there are delays. Watching this guy go all round other addresses before mine was very stressful. If you are tracking these guys please give clear instructing to call the person. Dont go driving everywhere making my food cold. Very dissapointing today .

The latte wasn't that warm and the cheese and been toastie was lacking any cheese suppose we can all have a bad day would I go back 50/50

Good coffee and nice wee cake 🍰

Lovely staff always helpful. Worth a visit..

Brilliant for a wee coffee and bite to eat staff excellent

I find these places less inviting then independent coffee shops and the coffee is bland in comparison to the average independent coffee place. Only went here to meet someone and won't be coming back for either...

Excellent coffee well prepared and presently served

Got to say not happy with the black forest hot chocolate today, was given in a paper cup to start with. Then when I opened the lid no cherry sauce or chocolate sprinkles. Upon testing the hot chocolate it can only be described as luke warm chocolate, decided to check the bottom of the cup and low and behold no cherry sauce but a big lump of undisolved chocolate powder ...... Overall rating 1 out of 5 for effort. Going to head back to The Forge where I know I will get a decent brew, service was a bit naff as well.

Love costa but £7 for a coffe and cheese toastie in today's cost of living is abit much £5 would be more reasonable and enjoyable. I personally dont mind paying more but it needs to be worth it

Sadly waited over an hour for my delivery with no communication and no update from the app eta. Due to this, all my food and drinks were freezing - not sure if this is strictly the restaurants fault but not worth the money I paid for it. Not impressed.

Totally & utterly Disgraceful ! Food ordered 11-41 for delivery between 12:10 & 12-30 After order this was changed to 12:20-1240. I was due to leave for work 12:45z No lunch arrived. Went to work . Found foid arrived at 14:10 pm all toastier and ciabattas were stone cold. I want more than a refund please! Disgraceful

Lovely wee costa. Drive through is super convenient. Shares a car park with a morrisons so can nip through after shopping. Small inside but has sufficient seats. Lovely decor. Gluten free sandwiches via mns and some individual baked goods. Maybe diary alternatives.

Yas! no spills :) (never ordered just a drink before,...lol)

Good set up and good coffee if it was made by personal whom like coffee themselves,

Absolutely rammed, early tea-time on a very warm, wet November Monday, with uncollected used cups everywhere, the heating up full blast and the staff maintaining a casual, passing politeness which, frankly, under the circumstances, was pretty impressive. My fault for staying but I was desperate for an adequate latte and worryingly dry egg sarnie.

Muffins were dry, service was slow and zero atmosphere unfortunately... much needed for improvement.

I ordered a cheese tomato panini bread and received a toastie!! Ok so I a aware coat hangers aren’t just for costs, hence why I choose pannni bread and not a toastie Remr!!!!

Food was stale, like it had sat out for a while. Coffee was decent

Order is wrong. I ordered an iced latte and got 2 hot drinks

Best delivery driver ever. Thank you so much

Sent complete different order. No number to rectify

Perfect. Great food and drink, no spillage and delivered whilst still hot.

What was delivered was excellent, however one of 3 drinks (a bottle of Coke) I ordered and paid for wasn’t included in the delivery meaning we ended up having to go out and buy a drink for my friend, making paying for the convenience of home delivery a waste of money.

Great drinks, but whish they would announce when they take items off menu.

Simply not what it used to be. Nero coffee is better now because they use better milk products.

Was having a rough day yesterday but the two girls on the window were brilliant. Probably the best customer service and kindness I have experienced in Glasgow for a long time.

Helpful staff as brought my coffee to my table. 😇

Very cool inside. Have built up many beans so a free coffee today.

Awesome salted caramel frappé mate 👍🔥

Slow service, staff seem more interested in chatting with each other! Coffee tastes good

They were out of the mango frappe I wanted, but the service was okay and the drinks we did get were good.

Lovely cosy little coffee shop. Perfect to have a seat, coffee and a chat.

A standard place with all the usual suspects. However, it was the staff that singled this Costa out. Friendly, cheery, and when asked happy to go the extra mile. I use a stick and find carrying a loaded tray something of a challenge. The lovely girl behind the counter preempted any request and with a smile offered to carry it to my table. All the staff were attentive, helpful, and welcoming even though they were very busy. Happy to recommend this Costa!

Clean, with good food and friendly staff and a prompt and efficient service.

Do a range of marks cakes. Lovely

I would've given the place five stars if they switched off the air conditioning during winter. It's cold inside.

Costa in anniesland it's a little bit slow compare to starbuck drive thru. and they run out of brown sugar.

Great location and very friendly service.

Both of us did not feel good after cake and coffee

Busy shop.. Went to drive through and was my first time ever at Costa coffee drive thru.. I was amazed at the extendable shelf from the window 😂

Great wee drive through lively cuppa

If u are in Anniesland Costa a gr8 place for a coffee and a bite to eat

Fast serving clean tables staff very polite

The only issue here is that there aren't enough tables given that half of Anniesland seems to spend the whole day here using the place as an office.

Weren't allowed to sit in!! When there were plenty people sitting at the time!! Excuse was "toilets out of order" We explained that we didn't want to use the toilets as we just wanted coffee and cookies!! But were refused so we shan't be going back!!

I can't say I was that impressed by the service I received at this location. Their card machine malfunctioned three times as I was attempting to pay over seven pounds for an overpriced sandwich and coffee. I clearly had sufficient funds in my bank account, the fault lay with their machine for my phone had been working fine in the variety of other places I had frequented that day. However, there was no acknowledgement from their staff, no desire to engage with the customer, only fake smiles, falseness and the robotic imitations of human emotion that have come to personify Costa Coffee as a corporate brand. I doubt I will be back. The staff seem too interested in TicToc to run an actual coffee shop.

Great service and friendly staff!

Excellent service at the drive-in. Would visit again.

Very friendly and pleasant assistant. Coffee and cake ordered via drive through. First I will admit to preferring small privately owned coffee shops to any of the national chains. I visited Costa today because I heard they had a ‘doggy menu’ in addition to a human one, however it appears that they have only a ‘puppychino’ which is a small cup with whipped cream. Whilst this is a nice thing to offer dogs do not digest well cows milk, it contains too much indigestible fats and causes diarrhoea. For this reason I chose to give my dog just a single lick of this cream and discard the rest. My own cake was too sweet (and I have a very ‘sweet tooth’) and I wasn’t keen on my iced coffee either. Next time I want one I’ll buy one from the supermarket None of the above means that Costa is bad; their shops are very popular but it’s just not for me.