Costa Coffee in Birmingham

After reading some of the critical reviews of this Costa in Sutton Park, I wasn’t expecting much. However, as I entered, I was pleasantly surprised by being met by a warm, welcoming smile. My order was taken efficiently and I was honestly impressed with the friendly, first-class customer service. I was served by Chloe who is obviously an excellent ‘ambassador’ for the Costa chain of coffee shops. I will definitely call again when I’m next cycling in Sutton Park.

After waiting 30 minutes to order drinks, I was served by a lady who didn’t appear to speak when spoken to and just looked down at her till. Order was processed with me placing my order and she just looked to serve next customer without giving me the muffin and brownie I had ordered. I then waited for another 5 minutes and a flat white was left on the side, lots of other peoples drinks were left after that that were not mine and was very unclear who’s drinks were for who as they were all coming out in no order. I asked where my other drink from my order was as my other drink had come out ages ago and was spoken to rudely and told that a drink that had just been placed on the side was mine, I told her that was not was I had ordered as I had ordered a small and that was clearly a large and I believed it was the gentleman next to me’s drink and she just said it’s a hot chocolate isn’t it and turned away, I then asked for her attention and asked for the food part of my order, she said it’s cooking… I told her her it doesn’t need cooking as it’s a muffin and brownie and she just ignored me. This lady was extremely rude, unprofessional and clearly has no idea how to do her job. I ended up with a cold flat white, a drink that was for someone else and left feeling angry and annoyed. I don’t understand how they can’t just read the order they are given and do each order one at a time like every other Costa. Will never go here ago, 40 minutes wasted on a two cold drinks. The girl needs the sack.

The two ‘ladies’ serving were incredibly rude. I asked for the hot chocolate and babychino with marshmallows on the side and was told by the woman on the till that ‘they always put them on the side’ with a roll of her eyes… I didn’t think too much of it and carried on to the person making the drinks, but noticed she had plonked marshmallows in both my drinks. So, I asked her if that’s what had happened and she eyeballed me as though I was asking something ridiculous and said curtly “YEAH!”. So I said, “sorry, but I did ask at the till for them to be on the side”. The person serving then piped up, “no you asked for the marshmallows on the side for the babychino, didn’t you?!”….(bearing in mind, neither drink was sans marshmallows at this point so she clearly hadn’t communicated even this to her colleague - so her point was….?) I said “no I asked for marshmallows on the side of both drinks”. She piped up again, “oh, I thought you said the babychino”…. So I firmly said again, “no it was for both drinks”. How hard can it be to follow instructions and to be courteous???? There was no apology just challenging behaviour and demeanour. The person serving revisited the drinks and then both women started whispering to each other, and giggling which made me and my 10 year old feel quite uncomfortable. It was clearly something secretive and snide about me by their actions and body language. Very unneeded. After I received the drinks, I did tell them both how useless their ‘service’ was. Not the experience I was expecting when I was just trying to order a simple babychino and hot chocolate for my children!! It seems they couldn’t cope with anything though, as the poor lady in front of us also asked for a mince pie, but was told that it hadn’t been put through the till for some reason. I know these people are just making hot drinks, but they should, at the very least, be professional… they just seemed like they hated their jobs!

Inconsistent service and drinks - we visit every weekend during a long dog walk. Always order the same drinks (hot chocolate), and most of the time it’s lovely - but it’s a bit hit and miss. Today we ordered and got what tasted more like hot milk. We returned them, and got warm milk - with a bit more chocolate flavour, but still not nice. So returned and got a refund. Waste of 20mins of hanging around...and no drink to enjoy on our walk. The barrister said they put the normal amount of chocolate in, so have Costa put less chocolate into their mix?? I’m not sure as the drinks do vary a lot depending on the server. Will try again next weekend, fingers crossed it’s better again.

We love coming here, even though it's very busy at times the staff are very professional and polite. Nothing is to much trouble for them. The hot chocolate here never let's me down. Keep up the good work.

I come here every now and then after the gym, usually find the coffee to be alright, nothing special. Its usually very busy. Staff are generally friendly except one woman making my coffee seemed to look very unhappy. Its just your average costa.

An average costa, the tables were sticky although they were busy. The air con was cranked so high people were shivering despite the hot weather.

I visited Costa Coffee today with my son after we had walked several miles in Sutton Park. My son aged 12 sat outside with our dog, the weather was wet and gloomy so I hoped that the service would be speedy. The place was not particularly busy but with four staff behind the counter I was disappointed that I was kept waiting. A tall chap brown haired man served me after quite a few minutes of waiting. I proceeded to order a Lemon Muffin for my son. It was the last muffin on display. Instead of serving me the man went on to serve an older lady who arrived after me and proceeded to give her the last muffin that I had ordered for my son!The man then left the counter to make a phone call.It was appalling service and dreadful discrimination, I will not be going there again.