Costa Drive Thru in Monmouthshire

I was making a morning treat run for my department and placing a sizeable order so I elected to order on the app for click and serve so as not to hold up the drive thru or indoor queue with 6 drinks and a pastry during a time when people might be trying to get to work. I thought this seemed the most convenient option as the app told me to click the "I'm here" button when I arrive and then the drinks are brought to the car, once you put your hazards on. When I arrived I went to click the "I'm here" button to find it was gone and a "reorder" button was there. A little frustrated, I went into store to find if my order had been lost or something. I spoke, pleasantly, to a woman, who's name I didn't get unfortunately, who seemed quite annoyed with me. I got halfway through saying "morning, I've placed a click and-..." and she pointed to a pile of pre-made rather cold drinks with a croissant. She then told me, in quite a snippy tone, that it had been sat waiting for a while and that she had been going out in the rain every ten minutes to check if I was there or not.... as if this was my fault? I explained that the app told me to do what I had tried to do and she just talked over me and told me that was wrong, as soon as they get the order they make the order unless I specify a time. Well, there was no option to specify a time in the app.... surely that's the point of the "I'm here" button? Anyway she also told me to just do the drive thru next time as it's more convenient and no one has to go out in the rain then. Yes, well, if I wanted to do the drive thru and hold everyone up then I would have picked that option. I picked the option I wanted to pick for the schedule of my morning. I tried to explain myself a couple more times to try and understand what it was i had supposedly missed but she just kept speaking over me in such a rude tone. This is the first time I've attempted to use the app but it was quite straight forward and gave instructions. It's not my fault if the various manners to deliver the service offered haven't been trained out properly. I'm honestly not contemplating returning - and I had been a regular customer as I work locally. Bit of a slap in the face to be spoken to like that, especially after placing such a large order. Also all the drinks were cold so thanks for that. Waste of near £30. I had to, of course, explain why the drinks were cold to my department..... so they're also now not keen on returning.

Some Bariista take time to make your coffee, others don't seem to care ! Today was the latter, a rushed ,lukewarm coffee !

I have been a regular customer at Costa in UK for years. I love my earl grey tea there. I usually ask for a large tea with two tea bags as you know one earl grey tea bag in a Lage cup makes very weak tea. This time when I was in Abergavenny, ordered the usual and she charged me for two cups of tea!!!! So I paid 4.50 for a cup of tea!! I don’t think they charge that at the fortnum and mason! When I asked, she was so arrogant and told me “we are a franchise and we can do what we like”!!!! What an attitude! So rude!

After several friends told me of their positive experience here, I recently revisited this Costa on two occasions. The staff were friendly and welcoming. My drinks were carefully made and the service was prompt. Congratulations on the massive improvement. I shall definitely stop here more often.

I'm a regular visitor here and I've always found it a lovely and pleasant experience - the staff are great and always helpful. If I sit outside they bring the coffee outside (if they're busy) and I must say it's the best place around here. Perhaps the best thing about it is you never have to wait for long as the baristas are so quick.

This is the best coffee shop we have been to for miles! We travel from Cwmbran on a daily basis! Reading the other reviews about this place is not a true account of this store! Amanda and her team goes above and al beyond for their customers. My husband and I have been there when customers have been rude to the staff and not taken into account of how upset the staff are when this happens! Just like to say to Amanda and her team keep doing what you do best and your valued customers will keep coming back as you provide great service with a smile and are not false.

Went to costa this AM for a coffee and bacon roll, my friend was working so i said hello and she asked me what i would like i told her a latte she went off to make this. Amanda the women serving on the front assumed that i wasnt paying for my coffee and that i had gone in for free coffee and stated infront of other customers "you should really be paying for that" making me feel uncomfortable and embarrassed. I had every intention of paying for my coffee and my bacon roll which I decided to put back as she made me feel that uncomfortable and awkward. Not sure what gave her the right to assume that i wasnt paying for my items? Despite trying to pay for my items she continued to say dont worry dont worry making me feel even more awkward. Such a rubbish start to the morning especially as all the other staff are always so pleasant.

Generally, I find Costa coffee to be one of the better big chain options, but a visit here last Sunday has me changing my mind. Having paid for a large cappuccino, I was given a container of ordinary coffee with a few lacklustre bubbles floating around on the surface. Flavour and strength were fine, but the whole point of a cappuccino is the velvety froth that was distinctly lacking. Think Costa needs to train its baristas properly. Very disappointed & won’t be going back. I’ve had much better offerings from a vending machine.

Service from first staff member was efficient and courteous. However, before my coffee was passed to me another in a stained top leaned over and began shouting at me that I had missed the order point. She berated me with a needless tirade before her polite colleague was able to pass me my coffee. She then grabbed the coffee and refused to give it to me, clutching it at her chest. I pointed out that this tirade was irrelevant because I would not be visiting again due to her rudeness. I had to point out that I had already paid for the coffee and at this point I had serious concerns for her mental well-being. The hitherto polite colleague then began rummaging in the tips cup to repay me. I had to point out that I required a refund because I had made a card payment. The polite colleague complied with my request whilst the shouter continued haranguing me. Meanwhile a queue of other customers was growing behind me. What a waste of time. Costa really must do better at managing its staff. If one can behave properly, why not both? How does a barista have an ego that is so fragile that they think that they can shout at customers, take their money and not give them their coffee? I felt so sorry for the first colleague who was trying to give good service but had to waste time with the refund etc. whilst the shouter harangued me and other customers waited to have their orders. I tried to contact Costa directly to file a complaint but due to a system upgrade their phone lines were closed. If visiting Abergavenny, try one of the many charming coffee shops where you will be served with friendliness and politeness as though your custom matters. On the other hand, if you fancy taking on a stranger’s anger issues and throwing your money away in the process, try this establishment.

I visit this branch of Costa on a fairly regular basis. My most recent visit was on Thursday of this week. The place is spotless, the staff upbeat and friendly and the general ambience is friendly.

New to this branch, I ordered a decaf. I do this because I have a very low tolerance to caffeine. Half way through my coffee I started to feel unwell and suspected I had been given a coffee WITH caffeine. I didn't finish the drink and was at varying levels of unwell for the rest of the afternoon evening and into the night. A 'normal' caffeine reaction, so I'm satisfied if been given caffeine. If I can't trust that a decaf is indeed a decaf, then I can't trust the place, so will not be going there again, sadly.

Visited today as really fancied a nice coffee, after all the time indoors. Fantastic service, drinks were quicky delivered, piping hot and well worth going...may go again tomorrow!!

This is a nice cafe it is a Drive Thru but the cafe is well decorated and good atmosphere inside. The coffee and cakes are good and there is free WiFi, very comfortable with friendly and helpful staff.

Went for a Brewers Fayre first and had coffee and cake as dessert. Nice and new Costa. Plenty of parking. Friendly staff. Coffee, hot choc, carrot cake and muffin were all really good. A bit expensive in general but would still recommend.