Costa Coffee in Sutton

As a regular customer of this particular branch, I was utterly disgusted to witness the customer service provided by the so called 'duty manager ' (Darlena) on duty today, Sunday 6.10.24 at 12.25pm. Her attitude was sullenly, aggressive and downright rude to fellow patrons waiting in the queue to be served. There was a sizeable queue forming and when asked if she could assist the chap serving, she was very reluctant, stating " I can see! then proceeded to carry on clearing tables and bore no interest in helping to reduce the wait time. In addition, her colleague Alex, when asked if he was using the requested Soya milk for my coffee stated "This is skimmed and I am serving someone else!" This later transpired to be for the patron behind me and totally disregarded my order asking me if I had taken the receipt? Whilst Darlena did apologise for the confusion, it was done so in a belligerent manner. I doubt any feedback will be given to the individuals concerned, but one would hope that is taken on board It does Costa's reputation no good at all to be served by members of staff who clearly do not want to work in a customer facing environment.

The menager who's working at the moment is extremely rude, and she is not there doing her work properly and looking after the costumers, big disappointment from Costa, who hires people like that.

The store looks nice. However there was 2 staff on shift this morning. One staff was doing delivery orders and cooking and the other one was making drinks. (which I understand as I was a barista) However the person who made drink was only doing one at a time which made the service slow. Normally Costa dose 2 at a time to make it more faster.

No wifi at this store. Staff member said it's been down for 6 months and they're still having trouble fixing it!! Not ideal when you want to catch up with some work while having a drink

Good helpful staff wonderful cinnamon bun and great latte. Table and chairs I (a fat person) could sit at.

Passing through the area. Stopped for drinks. The staff very friendly and helped explain what was in the Mango frappe.. they used a milk alternative and no cream on top.. very tasty. Thank you

It's a shame, but this Costa has become the one to avoid! The service, (if you can call it that) is abysmal. The staff seem far more interested in socializing, than actually doing their jobs. The lack of customer's reflect this. The place is dirty, and rather than clean it, they just put notice signs up that indicate it will be cleaned at some time in the future! Avoid this place.

I would like to express my sincere disappointment with the staff of this coffee shop. Me, my family and friends are regular customers of this coffee shop. We visit almost every day. We consume food, drinks for us and our children. Today while my friend and I were in the queue the girl behind the bar kept trying to call her colleague to come and help her, while she was standing outside at the tables talking to a woman but no success . Then my friend went to tell her that her colleague is calling her hard to help with customers. After a long wait it was my turn to be served, but unfortunately three of the people behind me got their drinks before me and I continued to wait for my iced latte with a baby in my arms and my daughter by my side. When I finally got my drink it came without a straw and I asked if I could have a straw. My straw was literally thrown next to the coffee. Then I looked at the lady who was called and she was laughing mockingly at what was happening. I don't think a regular customer deserves such service because of personal preferences. I hope you will adress this issue to prevent it from happening again Sincerely, Marinela N

I'm writing to report poor treatment my friend and I regularly receive at this coffee shop. Despite visiting daily and making multiple purchases, staff have been condescending and dismissive. Specially two of them.. Today, my friend was made to wait with her baby and her daughter while others were served first, and when she asked for a straw, it was thrown at her. One of the member of staff even gave her a smug, self-satisfied smile.. This behavior is unacceptable and needs to be addressed.

There are flies constantly roaming around in the rare end. Very annoying while eating or even working. Need regular cleaning or may be a fly zapper (if possible)

Nice coffee is served at one of the brightest cafes you can find at Sutton high street (as it is south facing). Environment inside is pretty warm and there is very nice space for kids to play outside. The water fountain right in front entertains kids a lot on sunny days.

A nice place to chill out with a coffee.

I've started coming to this costa since joining the gym just around the corner, and every time I go I'm met with very kind staff and a great atmosphere to enjoy a coffee with friends. 10/10

Fed up with people paying for takeaway and the sitting inside Price increases are getting ridiculous and now only one toilet open no hand drying and wifi doesn't work

Always meet my mum here, the coffee is consistently good, it's clean and kept tidy but best of all is the service. Brena (hope I got her name right) hard working, always courteous, smiling and chatty.

Costa’s design wrap here a venture beyond their usual more subdued branch interiors. This aside, everything here within the usual remit and on point. The comfortingly familiar same old same old and unlikely to either exceed nor disappoint expectations. Service efficiently and professionally disengaged.

Music loud as disco, and not hygenic.

Costa coffee is the best in the high street. However, they need to look at the lunch time fare. It needs to be improved in terms of quality & quantity.

Lovely Costa having been refurbished may 2023

Behaviour of one of you staff member was unacceptable, she was rude to her colleague in front of customers, I'm not sure if I can mention her name here so I left feedback directly at Costa website.

Nice coffee & friendly, efficient staff!

Always sitting back to work in a nice atmosphere with a cup of tea :)

Nice place to use the WiFi and do work. In the summer the fountains outside are sometimes on. Good staff too.

Very bad experience today at costa coffee from a staff member having an inappropriate verbal behaviour to me and my group. Showing no respect at all, shouting at us and the reason was because we took indoor chairs and sat outside to drink and enjoy our coffee. We felt intimidated by that person who with no shame raised voice, blackmailed and threatened us using words like"give me the chair or I will kick you out ". Being regular costumer to the specific branch we have never ever experience something like this, we were and still are in shock from what happened. Head office should be aware of this behaviour and act accordingly. Do not know If will be drinking our coffee there any more. Totally disappointed.

lovely lady served the orders , nice place

Staff can do better with cleaning the utensils

Honestly such a calm and friendly cafe and doesn’t get too busy

Went in with my Granddaughter for a cold drink and Granddaughter got a free babychino

As a wheelchair user maneuvering around tables can be difficult at busy times but generally it's ok. Had a Chai latte. No cinnamon but the staff offered an alternative.

Friendly staff, good location after shopping the high street. Easy parking in Sainsbury's.

Worse place to go with special needs kid, the rudest person I never find serving, a girl with a brown hair with red face telling me to teach maners to my autistic kid after tell her, he was autistic. Worse customer service experience ever. Avoid.

Enjoyed a coffee after our drive up to Sutton, staff we good

Came in store to redeem Costa points for free coffee. (Work has Costa machine) good rapid service. Minimal queue time (non peak hours), never dined inside but seems like a good atmosphere.

Staff are very good in this Costa's 👍

While the food was nice. We had a batista flirting with the man at the table next to us fot a good 5 minutes leaving her co worker to serve the customers

Enjoyed a flat white and wrap whilst watching the world go by.

Nice coffee but needs a revamp on premises

Costa should review their hiring policy. This short young woman with brown hair, pony tail is the rudest person Ive seen in the while. She belongs at a truck stop. So arrogant for someone that small. This Costa has some of the worst staff. Closing earlier, opening late. Bad service, rude staff. There are only two people that are actually nice and welcoming. Young, tall, slim gentleman and young Muslim Lady. We always try to go there when one of them are working. If the others are there we go elsewhere. I'll be taking complaint further about that wicked girl that is so rude to so many people.

1 member of staff, short lady, black hair in a ponytail incredible rude. Will refuse to be served by her in future. No need to be rude to customers because she was in a mood. Gentleman staff was incredibly helpful and polite

Order a iced latte and this turned up!!! Forever getting orders wrong or missing items...how hard is it to read a receipt!!!

Not really happy Small coffee was £2.90 now is £3.15 🤯 They increased £0.25p wow wow 😡

2 cappuccinos + chocolate twist

Dirty tables and floor and mostly unfriendly staff. Not welcome. Dreadful. Go to Tazza coffee up the road for a much better service.

Yes my first time in this coffee shop. I charged my phone and got down to business with the OGA committee. Perfect. Was a beautiful day and ideal place to meet friends.

Realy disappointed, Directly place and very rude stuff

Appalling. Slow staff and a cashier whom ignored a queue of customers to take a new order from a customer that had already been served

Lousy service. Food not great. Weak tea

Always good to visit. Pleasant staff

Great coffee and service and always made to feel welcome

I'm here almost every day on my way to work, my coconut coffee is always on top! Staff very friendly, remembering the client, Thanks for the cool service :)

Well this is a Costa, so you know you are going to get the same menu and prices! Whats different is the location and the staff. Firstly the location is nice, at the end of the high street but very spacious and bright. Lots of seating was available when I visited. The staff are super friendly and nice. I had my service dog with me, and everyone was very welcoming. Being disabled its good to go to a place where you are treated normally and felt welcomed. I can highly recommend this place to meet up with friends, a date or even to come by yourself for a great mocca!

Very nice Costa branch in Sutton. Inside there is plenty of space, and the staff is always very kind. Tables are always clean, and it's perfect to stay awhile drinking a coffee. It's also possible to purchase Costa merchandise such as cups, ground coffees and other accessories.

Great service , good coffee Costa at its best

Nice median to small sized coffee shop at the bottom of Sutton high street, right next to Sainsbury's. Parking is available at Sainsbury's with 2 hours free parking as standard. Don't overstay your welcome though at the car park. This Costa tends to be less busy than the rest of the coffee shops closer to the main high street and shops. There is a toilet available, plus one upstairs in Sainsbury's. Less than a dozen small tables and about 7 larger tables. There are about 4 small tables outside too. Typically the service is pretty fast, last couple of times its been staffed by newer baristas. That being said, they were still helpful and doing their best. The location of the coffee shop means that's it's not in the pedestrianised section of the high street, but there is a nice open area that kids will typically chase each other round and you can keep an eye on them. It's also about 4 minutes walk from the playground at Sutton Green.

This Costa is really good. Coffee is nice and the staff is friendly. We always go there in the morning because is easy and good

I have to say good service and polite staff

We were enjoying good coffee in a lovely atmosphere the staff were very friendly and helpful my partner sadly had a minor health issue. I would like to thank everyone for their help Hope to be back soon

They clean the shop & close half of it in the busiest time of the day & force the customers to take their coffee in take away cups . When you ask them to open the closed part they behave in a very RUDE manner. THEY MUST BE KICKED OUT. If they continue to behave in this way , I will stop going their.

I love costa coffee in general,so cant underate it.Lovely store with a free 2hour car parking in sainsbury’s.I always go here as the kids enjoy themselves at the water fountian outside and ı can have my coffee in peace😅The staff are different everytime ı go in so the quality of how they do the drinks change all the time.Theres one guy who does the drinks really nice👍one time ı got a really bad tastıng coffee 😩

Poor customer service. Terrible coffee. Don't waste your money here.

Always have our coffee in the Gasworks Costa . Great service and always clean. They always heat up our cups too love Hot Coffee .

Not really happy with my visit to Costa today. The coffee mugs were disgusting and didn't look that they had been washed. Asked for chai latte and they didn't bother to tell me they were out of cinnamon before they made it.

This is one of the nicer Costa coffee shops I've been to. Staff go out of their way to be friendly and kind

Barista was really nice to cater to my special request for flat mocha. The cafe follows Covid rules and regulations.

The costa cafe, wherever they are is so good and kind. I really enjoy them.

Right i don’t know if the manager is posting fake reviews from friends but this new management is terrible. So rude and dismissive and just constantly talking to this one girl member of staff while completely ignoring customers. Pretty pathetic

Good service staff are lovely and helpful

Love this place, love the new management! Already brought so much life to the store. Keep it up, all the good work and the positive energy. Hope this place will expand outside during the summer, as I'd love to have my favourite coffee in a full sunshine, on the square:)

Yesterday i had my Costa Coffee latte from Old Gas Work high Street Sutton and i had a fabulous customer service experience offered by the barista who served as, Aurelia. She was very polite, friendly and efficient .I love coming here for my coffee. Really recommend this Costa coffee shop.

Nothing beats a coffee from Costa. Great staff, friendly service.

very rude so called manager, zero customer service

Dirty place! There are lots of staff members but they don't clear tables after people leave their dirty plates, glasses and mugs there. The staff are not very helpful at all! I am not use to going to Costa's and had a few questions about their options.

Great place and you can sit outside and have a coffee on the sun.

Excellent! Staff friendly and happy to serve you. Sutton Gas Works is my fav Costa store! 😎 ☕️

Friendly staff and excellent coffee, best cofee in the area :)

Costa Coffe Sutton is the best in the area. Always absolutely clean environment.Staff is fantastic! They have very good knowledge of th products always ready to recommend something good for everyone's taste. Costa is my favorite coffee in general but this specific venue makes customer journey amazing. Staff is very fast and extremely polite.

Very disapointing, as they advertise toast on their boards, but not a option due to covid

Rude staff and a stale croissant.

Good social distancing. Using every other table inside also spaced outside. I had a toasted tea cake and tea. Very enjoyable. Staff friendly and helpful. They clear the table after you leave and sanitize the table. Very clean and tidy

Used the order/pay in advance, drinks made & collected very speedily.

I don't really ever have anything bad to say about Costa and I will not be starting here. Has everything you would expect from a branch of Costa; yummy food and drinks, friendly relaxed atmosphere.

“Latte with Soya” served every morning and served with a welcoming smile and a positive attitude. The young lady who I’ve nicked named KIM is credit to the company. Long may this ⭐️⭐️⭐️⭐️⭐️ Treatment from all staff continue. Thanks guys

Very poor just had skimmed milk on our last visit. Then said they had informed us.. Which they did after they made it.

Very good and very friendly and helpful staff

Slow service (which it was busy do for that fact I'm not putting the blame on them). However staff are hard to understand, and kept on mixing orders up, got mine wrong, how can you mess up cooking a breakfast wrap? That was all I had. And they even burnt it.

Really nice staff, good coffee, can get busy though.

Costa Coffee my favourite coffe stsff always nice and pleasant

Why advertise you are open to half seven of you stop serving fifteen minutes beforehand?

Not friendly stafss, I don't like to visit here

Served me a tea and then 15 minutes later told me they were closed so I left the tea on the table and left the shop. Seems it was seasonal closing times (4pm) but neither of the 2 people who served me thought to tell me that

How's possible 45 minutes before closing, they have everything put away and oven off? Plus this guy named Michael was taking orders while looking at the time just to really show customers how much he wants to be there.

Great coffee and efficient service

Great atmosphere, delicious snacks and beverages with free wifi and free parking next door.

Friendly staff, good outdoor seating and consistently good Costa coffee

Have a coffee read the papers,Oh, they have a selection of the daily news so so could enjoy a read as you drink you coffee.

Nice roomy atmosphere. Quick service and good value

My go to place while shopping at Sainsbury Sutton

The manager, Silvia, was very friendly and served us a lovely cappuccino and cortado with millionaire's shortbread and tiffin. Grazie mille!

Nice, coffee as good as usual and no e to have a few chairs outside. They have updated the surrounding area with a nice water feature. Reasonable for Sutton.

Friendly and helpful staff, a good selection of cakes and ready to eat sandwiches and a nice calm atmosphere. Also nice clean toilets which is great for me when I need to use their baby changing facilities