Costa Coffee in Tonbridge and Malling

Love this Costa. Staff are always friendly and the atmosphere is lovely.

This was my first experience in the Costa Kings Hill. We visited 3/10/24 at around 1pm. We were queuing and there were boxes of crisps on the shelf above where the cakes are placed. As we were looking, tons of plastic items etc on their worktop counter fell in to their workspace floor. As far as I’m aware it wasn’t as a result of us looking and seemed a coincidence, and the male staff member cleared it all away. It was only when I saw him bright red faced, seemingly very irate and went over to his colleague who was doing the coffee’s and got right in her face/ear, talking angrily where I heard a loud ‘she should have said sorry’ as well as other things that I couldn’t quite understand, that we acknowledged he had an issue with us. I was taken aback by it and as we got to the till, he looked at me for the first time and said ‘hello’ with a very put on smile, I paid etc and his female colleague took our sandwich/baguette to be toasted, she asked whether they were takeaway, his response was a blunt ‘yes’ although he hadn’t asked us and we wanted to eat in. We waited to the side; one sandwich was ready and he put the baguette in. I was standing right by the counter, he slammed it on the counter saying ‘cheese & tomato toastie’ even though he knew I was standing there and walked straight past me. When he came back he went out the back. His colleague went to get the baguette out but she stopped and went in to talk to him. We assumed that maybe the baguette had burnt as we were waiting an excessive amount of time for it. He came out and walked to where the baguettes/toasties were on show. After rummaging around he walked over to us, and bluntly said ‘do you want something else’. I said ‘sorry what’ he said ‘there aren’t any brie & cranberry baguettes left so do you want something else’. As the other person with me said something he responded with ‘excuse me’ in a rude and sarcastic tone, ‘you don’t need to be rude’. The other person with me said ‘you are being rude to us not the other way around, I’ll have a cheese toastie’ and I said ‘why can’t we have the brie & cranberry baguette we paid for’ he responded bluntly and loudly ‘it’s burnt’. At this point, other customers who were seated turned around. I said ‘you’re so rude, you didn’t give us an explanation and just stormed over here’. We asked for his name which he didn’t give, so I looked at his name badge. My Mum said, ‘I’m going to be making a complaint so I need your name’ and he said ‘oh sorry’ whilst rolling his eyes. Then he went over and picked up a cheese toastie but I said ‘I just want my money back please’ which he did storming to the till. He ended with ‘have a nice day’ and I said ‘thank you’ His badge said ‘Jack - Store Manager’. It was all just a really weird and horrid experience, and a dramatic reaction to have if he felt it was us who knocked everything on the floor (which we didn’t). His whole tone and behaviour was not what you expect and especially from the Store Manager. The female staff member was quiet and friendly, just got on with the job at hand. In the time I was in there, I also witnessed him trying to mop up where someone had spilt orange juice and the lady wasn’t aware so hadn’t moved out the way, he was rude to her too but she was oblivious because she was talking - no please just ‘can you move out the way’. I will not be revisiting and feel some intensive customer service training is necessary on his part. Thank you

Good service, not long to wait on queue. Had a takeaway frappe. 😋

Always wish it was better but Costa Coffees really are not very good. People working there are lovely though.

Fantastic Customer Service from young Maisie! I walked in to find her on her hands and knees cleaning at 7am! She was all smiles and very helpful. Nothing is ever too much, despite my very picky costa order.... medium skinny one shot latte! I wish all people i meet at 7am, were as cheerful. Thank you Maisie!!!

Terrible service if they get your coffee order wrong it’s obviously your fault. And when you ask them to put it right the manager looks as though she’s sucking sour lemons. Avoid at all cost go somewhere they value your custom. Starbucks have a no question policy and put orders right with a smile. Staff training definitely needed here. Firstly to listen and repeat back orders, secondly to know if a drinks contents conflict with the customers order and thirdly how to surprise and delight a customer when a mistake is made.

Amazing staff! Very clean and quick service will definitely visit again!

Very clean compared to last time I came here about a year ago! Staff are amazing and hard working ( the little Costa near dominoes)

The man Jack was very grumpy slamming things and giving dirty side eyes. Then they put cream when I didn’t want to and we were all intimidated to tell him.

Great coffee as always with costa

Friendly staff, just needs a refurb!

The guy with three stars in his neck, I think, he is the best barista that costa never had in his store. Excellent customer service.

Every time I’ve walked into costa recently, there has been this one waitor that has recently started. His attuide, the way he speaks to you and also doesn’t allow you to think before you choose and instantly asks what you want as soon as you get in. This isn’t at all, great customer service. There has been so many times, when he goes ‘what do you want’. It feels like he doesn’t have the time or day for anyone. No smile, and never feels welcoming, and not even a simple goodbye or hello. This is the one, with the three star tattoo on his neck. Also, he has no manners what so ever towards people. He feels like he talks down to you, and just overall isn’t happy working for the company. He’s very abrupt and rude. As soon, as I spot him working there, and I feel here we go again, or that I want to just leave. Not the greatest, as most of the employees that work there, have always been welcoming, and always greet you with a smile, and amazing manners. It’s just a real shame, that costa allows someone like that to carry on working for them. Just overall, puts a bad reputation on them. I think costa need to re think about this employee, for working for them. Never had a problem with them, until he arrived.

The new man with star tattoos on his neck, working there isn’t friendly at all. His attitude and the way he speaks is not welcoming. He’s not customer friendly. He doesn’t give you time to think about your order, he is abrupt and rude. Every time I have gone in there recently, he has been the same. He talks down to you. Doesn’t seem like he wants to be there.

Couldn't use my food drop voucher as their system was down. Couldn't get my beans added either.

I was met and served by the most sweetest, polite young girl, I asked her name as I was planning on writing a review! She said her name was Maisy and she was fairly new. She was so lovely & chatty. Great service & wonderful Frappe

Flies on the baked good. Always really noisy. Not very welcoming.

Always a pleasure, lovely coffee and great service. It does get busy when you'd assume it would be. But never a long wait

Takes absolutely ages to get served. Staff too busy making social arrangements!!

To be honest see negative reviews but I always find the staff friendly and the place always looks tidy.

Absolutely lovely staff very friendly place to visit

The manager was so miserable. I have not seen anybody like this lady. I am a costa lover ever time if I fancy a coffee Costa is my 1st choice,but because of this lady I think I never going back to westmalling branch.

Mocha was lovely as was the toastie

Nice Costa with very pleasant staff.

Coffee costs more than other Costa coffee shops in the area

Lovely staff, was a new lady behind the till and the other baristas where helping her out, they where all very friendly.

Always receive a friendly welcome and great service.

Great for meeting people but can't make a decent cup of tea.

Good friendly service. Convivial atmosphere.

Such a friendly and lovely branch!!

Click and collect drops out a lot and staff are sometimes rude to you about it like you broke it.

Sometimes a bit slow to process orders and the odd mistake with regular orders

Good place with lovely, friendly, staff. Exactly what I'd expect from a Costa branch.

The nicer of the two Costas in Kings Hill but frustratingly never seems to have speciality coffee so it loses a star for that

Ordered click & collect. Waited around for ages for the app to say it was ready, which it never did. In the end, I went into store and the ladies on the til looked at me blankly when I asked for my collection. They then said the order hasn't come through because their internet is "shockingly bad". Are they not on a wired connection??? I didn't feel they were particularly apologetic. I know it's not their fault but they represent Costa and it's an abysmal customer experience. And saying their internet is poor is not exactly a helpful explanation as to why I wasted 20 mins and ended up without my purchase. Literally 5 mins later, I saw someone walk in and pick up a collection. Really poor.

It's had a nice little makeover 😊

Lovely little shop tucked away in a collection of houses.Served quickly, lovely coffee.

It's a Costa so what do you expect. Nice coffee pleasant staff. Works for me.

the two men baristas are absolute sorts of a kind (especially the tall one with dark hair ;) ) will deffo be visiting again and not only with a cappuccino 😏

Lovely place to sit chat and chill

Larger than most Costas located in the tranquil setting of Kings Hill. Bright and airy with a large glass front, plenty of seating including outside - lovely on a warm summer's day. Lovely staff who prepare a great flat white!

Good coffee, staff a little lack lustre in customer service.

Really nice. Would have given 5 stars but no semi skimmed or skimmed milk

Good place tiny parking nearly like an Italian bar.

Friendly and very efficient staff.

Tables not really being cleaned regularly so nowhere to sit.

Barista's Make Amazing Coffee - Has a Small Seating Area Inside. Would highly reccomend a visit!

Coffee was good but the parking is poor and there was no WiFi, the parking isn't really their fault but the lack of WiFi in a low signal area was a huge disappointment

Thank you to the friendly staff for working hard through this lockdown...plenty of open space outside to enjoy a quality coffee.

Really really delicious veggie and vegan toasties/panini however service monstrously slow and only one person in attendance. White hot chocolate to die for on a snowy Sunday morning

Friendly and bubbly staff plus consistently good coffee

Coffee and a Lemon Curd Tart. Excellent. Clean place and good service !!!

First time back into the costa coffee shops at Kingshill There’s 6 signs on the doors stating covid issues and a sanitiser inside .Although some customers wore face masks Many DID NOT. Of course if dining in there’s no requirement but so many take away customers were in there chatting and no distancing at all. You can’t expect the young girls staff to enforce this but management should.If they can’t abide by the law they should shut there doors as that means they care little about safety.Let’s face it this franchise owns many sites and has more than enough money to enforce it.No more visits by me I’m afraid.

Very enjoyable, service was good.

Seriously, how long does it take to make a cup of coffee???

Awful. Would not recommend. I was the only one in the shop, I ordered 4 drinks, 2 cold and 2 hot. All take away. They made the 2 hot first - these sat there for a good 5 minutes whilst the 2 girls behind the screen laughed, joked and finally made my 2 cold drinks. Brilliant. I now have two cold coffees. Won’t be going back. Absolutely awful!

Polite staff, seating area clean and tables cleared and cleaned swiftly for next customers

Absolutely awful .....surly serving staff......one off duty ? having a rest ? sitting with her shoes off and her feet on the chair in the widow stuffing her face with a bun whilst on her mobile ....... pay a lot for that type of marketing!! It must attract just the right sort of clientele ! The toilets were disgusting the tables filthy...... my wife had a tea cake which had a long white hair in it......... we would usually complain but see earlier reference to surly scary staff and its only a tea cake ........ We left .....rapidly.......

Nice to meet someone, having a good coffee

It was okay, but not the best Costa I've been to

Muy buena atención de sus empleados y muy rico chocolate caliente

The coffee here is truly dire. I asked for an extra shot, but the coffee was weak and undrinkable. I had the same experience at the other Costa’s on Kings Hill too. The service at both shops was pretty abysmal too. I drink a lot of coffee and find Nero’s much better and more consistent for taste and quality. Haven’t been to either Costas since and avoid all their shops now.

Amazing place to have coffee and tired their delicious cakes for the first time. The manager named Nicole was really helpful with recommendations.

Lovely staff and cleaner then costa 2

Costa coffee is superb. Only drawback it has it's in Kingshill..

2nd worst coffee I've been served in my life. Would not recommend.

I have been here the last three Saturdays to get some work done and each week have been greeted by one of the loveliest staff members I have ever met in a costa! She is always polite and interactive with the children and guests! Checking on their drinks and even asked me if I enjoyed my morning porridge! People like this with that natural ability to make people feel nice should be hired everywhere! It’s not often you get staff like this in Costa!!! Head office should recognise this women!!! I am not sure of her name but she opens the Costa every Saturday morning!!!

Staff and food great but could do with a good lick of paint and clean

Why does Costa (or now Coca Cola) allow this branch to drag its name down? It looks utterly decepit, the brown fixtures worn and stained, nothing seems clean, dirty utensils seem to be the norm and paper napkins apparently are on a ration and never supplied. They can't really screw up the food/coffee as its supplied, but the lousy service never improves and they really are doing you a favour. It's a tragedy for Kings Hill that it has two Costas and zero competition.

Prezzi esagerati per quello che ti danno.Non avevo mai provato un caffè di questa catena ma, relativamente a questo specifico locale, la mia esperienza è stata pessima.Un thè caldo che neanche si beveva ( e bevo tutti i tipi di thè), tanto che alla fine l'ho lasciato.

Lovely staff and always joy to visit when I am in the area

Good selection of food, friendly staff and quick service with 2 kids in tow 😊

Nice coffee bar with friendly staff. Not five stars cos they can be a bit disorganised. Worth a visit tho

A nice quiet Costa's with not many tables there. Yummy toasted cheese sandwich and coffee.

Costa Coffee to jedna z dobrych kawiarni sieciowych. Możecie napić się tu dobrej kawy i zjeść śniadanie. My zamówiliśmy cappuccino, gorąca czekoladę i ciepłego tosta z serem i szynką. Tost był okej ale nie rewelacyjny. Jeśli jesteście mocno głodni to da się to zjeść. Za wszystko zapłaciliśmy około 10£.

Lovely Costa at Kings Hill. Easy to park and staff make the coffee exactly as required. Nice place to have a leisurely coffee as usually plenty of seats free

Efficient service. Nice to have the option of outdoor seating.

Excellent and efficient service, very polite staff

Standard Costa Coffee affair. What you expect.

Tables getting cleared quicker now

Great coffee great atmosphere great service

Always very helpful and service really good

Awful!!Costa coffee in the Control Tower on Kings Hill. Visited here today for a coffee and snack with my daughter, won’t be returning!If the staff spent as much time on customer service and remembering the order as they did on their mobile phones they might actually get it right.Forgot our cake and when I asked for it I had to wait for the “barista” to finish her ever so important mobile interaction before she gave it to me!!!

It's all a bit shabby now. Could do with a makeover. cannot really recommend it.

Harry the Barista serving was excellent. He’s Friendly - Polite and Efficient. 👍

Usually use the control tower but this made a nice change. Not as busy.

Love Costa so friendly and helpful

Looks like they have new staff, much better and cleaner.

Having visited many Costa's in my time, this is by far the filthiest of them all and considering it's not even that old, that is some feat. The floors are always dirty with old food dropped and not cleaned up, the absolute pits when it's been raining! The tables are left with dirty cups/plates and cutlery even though it looks like no one has been sitting at them for a while and the decor looks old, tried and very shabby already. The staff never seem to be doing much, certainly not clearing up and they're never that friendly either, I prefer the other/smaller Costa on Kings Hill.

Lovely place for coffee. Great staff.

It's Costa, you know what to expect from this chain.

Very hit & miss with quality and service

Coffee ok but the place is dirty, food not cooked properly. Tables not cleared, mess everywhere, just a bit of a shambles.

Unfortunately both Costa Coffee outlets on Kings Hill are poor. The staff are generally ok and friendly enough these days, but the tables are almost always dirty. Add in the usual poor selection and quality of Costa food and there’s not much reason to go here....

The smaller of the two Costa Coffee shops on Kings Hill, less seating and a less scenic outlook, coffee is up to the usual standard though. Also takes contactless payments, including Apple Pay!

Excellent service. Great setting

No air conditioning working, very hot in shop. No consideration for they staff or customers.

The place is filthy, and the staff are unhelpful and the service is very slow. The WiFi doesn’t work and the lighting is terrible. The only good thing about the place is when you get your drink.

Excellent place, lovely service. Over priced coffee.

Had a amazing visit friendly staff and very welcoming.