West Malling Cafe in Tonbridge and Malling

Bought sausages in a roll, served not very hot, and don't think it was opened prior to heating, so also soggy. I don't mind paying when the quality is satisfactory but in my view this was very poor. It appears a bit of a theme developing here on customer service!

Love this shop, its always clean and the staff friendly

One star only because I couldn't award fewer. 2:15pm Saturday afternoon: £4:30 for an undrinkable oatmilk latte in a disposable cup. It was that hot I would suggest the oatmilk was boiled, with no froth. Taking the lid off it looked like a milky instant coffee and tasted as such. The person making the drinks was not in a uniform, no identification dressed in tatty black clothing. The server at the till was dressed in the uniform but was far more interested in her phone than customers.

Lovely costa in west malling, staff polite and fast with service, dog friendly coffee shop

This is a little gem of a place, which we only discovered today as it’s just off the main road. The staff are absolutely lovely - efficient, friendly, chatty - and the menu is extensive. The cream cheese and smoked salmon sandwich was the best I’ve ever had, and for £4.95 an absolute gift. I guarantee we’ll go back next time we go to West Malling.

Very slow service. Waited an hour for food that never arrived. Coffee was undrinkable, not a good experience. Definitely won't be going back.

Nice place to relax with coffee

Went in for my daily medium latte to go. Presented with a less than full cup of coffee. Requested that they top the milk up and was promptly told no that’s the standard amount. Don’t think so, never been that small and at £3.85. Even another customer commented on their lack of flexibility.

My daughter had a soya gingerbread hot chocolate

Next door to Costa a fabulous flower shop. Barista recognised me from Rochester branch, v friendly.

Visiting this costa was one of the most unpleasant experiences of my life. The queues were horrendous, the majority of the staff were nice apart from lady who’s badge said manager (I can’t remember her name) who sat outside on her phone on Facebook. She was rude to customers and left her staff struggling to manage with the queue. The rest of the staff were really lovely and made a good recommendation for a cake. I just cannot get over the manager sat on her phone on Facebook, someone should really look into this. I will not be returning due to her unpleasant nature.

woman with short black hair didn’t serve my gf. 👎

Ordered a chai latte and a caramel cappuccino. Server was lovely but the drinks were rather the opposite. Ordered a chai latte, should’ve ask them to hold the chai because it was just hot milk! Ordered a caramel cappuccino but no caramel syrup was in the drink. Disappointed to spend £8 on 2 coffees and the main ingredients were forgotten! Not happy

Still better flatties than the Costas in Kings hill. The staff are really pleasant and my panini was heated to perfection!

I've had other drinks here before and it was nice but I didn't really like the new bubble tea there

Typical chain coffee store for drinks n cakes n hot food. Lovely village in Kent.

Nice and chilled and friendly staff

Food was as expected. Service haphazard, the food was carried around several times I was told before I went to collect it, as it took too long. Atmosphere was very noisy, mainly the staff.

awful service, women with short black hair is rude and just stood and spoke to her colleagues instead of serving me and my friend. neither did she ask the proper questions as simple as do i want coffee in my drink ect and ended up getting not what i wanted.

Waited 10 minutes in a queue of 3 people to be served, then had to wait another 10 minutes for my Breakfast Bap to be cooked. While I was waiting, a customer compained she had been given a dirty cup instead of a clean one, then the Barista took ages finding her a clean one from 'out back'. Went to sit down and every table was stacked with old plates and cups. Moved stuff away and sat in the corner. Costa wifi on my laptop took ages to sign up / get going (after giving them every single detail about myself to be able to sign up, including door number and gender???) then it proceeded to disconnect every 20 seconds, and you have to go through the login process yet again. I've been here for an hour and not been able to get anything done at all. I must've had to reconnect to wifi 30 times so far. I even had to reconnect to submit this review!!! If your wifi is terrible, don't offer it, let me have the chance to find somewhere good before settling down! Bad experience.

Cafe is nice, staff were pleasant also in the drinks. However, me and my colleague were discussing things when what appeared to be a manager and a member of staff came behind us to sit down and speak about the staffs work performance/review. To be quite frank, the line manager spoke excessively loud so all the customers could here including myself. Secondly, it was incredibly awkward due to the staff member becoming quite upset by it all. She was spoken too rudely and made the whole environment very awkward. I don't really expect to go to coffee to meet clients and then have a line manager ear bashing their staff in the middle of the café. It would of been far more appropriate to do it when the café closed or in a separate room if available.

Staff were all extremely polite and helpful, coffee was lovely and hot and not just lukewarm, so good we stayed and had a second cup. Good fresh muffins completed a lovely time with friends. Only down side is there doesn't seem to be wifi in there, if there is, it needs improving.

Good stop off for a great Costa coffee. Good a bit limited. Good friendly service

A great replacement for the much-missed Bean Rush. A familiar and great breakfast menu which was delicious. Friendly and and reasonably priced. Takeaways also.

Nice coffee shop staff nice but toilets was alful smelly 1toilet for all stinks and dirty and didn't flush yuk Needs upgrade tbh lots of ppl in one toilet with no regular cleaning puts me off

I go in most mornings to this Costa and lately the service has got much better! Ella has served me a lot recently, she makes a lovely coffee! It’s nice to see a friendly face in their again!

Amazing customer service from Ella in my local coffee shop! Always smiling with a great attitude and friendly conversation. Always happy to help and is an asset to Costa coffee!! The atmosphere is always lovely in there and Ella will always go the extra mile to help if she can! Keep up the good work Ella

Came in early this week and was served by Ella, very smiley and great service. I ordered a lovely hot chocolate and she even managed to convince me to have a cake! 5 star service

I visited Costa on Wednesday and was served by a lovely lady called Ella, who was very friendly, warm and welcoming. The coffee was great (and hot) too!

Ella always has amazing customer service, always welcoming and smiling and my coffee is 10\10 every time. She also seems to be really good at selling me a muffin or a treat, even when I haven’t gone in for one! Thanks Ella:)

Waited 30 min in line for a coffee this morning. Hopelessly understaffed: just one employee serving/making coffees; another sorting out a delivery. Curt, surly service when we did get to the front of the queue: can imagine the staff member in question was pretty fed up, but it was really the final straw for us. We definitely won't be returning. PS Have just been reading reviews on TripAdvisor. It's clear that we're not alone in my experience.

Bit short of staff on the day we visited.

I would've given a lower review, but that would be harsh. This place is INFESTED with flies, and I mean they fly around, and staff have seen them LAY EGGS on the cakes and still allow customers to eat them. The drinks are honestly good, but you really need to sort out the flies.

Great experience this morning. Ella at the till is warm and friendly, she recommended just the right pastry to go with my coffee! Perfect place to stop on the way to work.

Tasty coffee, was served by a lovely and friendly girl named Ella. Fab service!

Must be the slowest coffee shop in the world. Some of the staff can be efficient but if you get one of the slow ones then it'd be quicker to drive up to the Kings Hill branch. You can tell if it's a slow day as there will more than likely be a queue to the door and people leaving without coffee (this happens often). Frequently someone will be clearing the only table in the shop that has an empty coffee cup on it even though there are loads of empty tables and nobody serving the massive queue of people that want a takeaway drink. The staff are largely friendly but they need to sort out their processes, this is far too common to be just a bad day. The coffee is mostly ok but occasionally you'll get a vanilla latte that just tastes like warm milk. Barely enough coffee and not enough vanilla. The chocolate twists are frequently stale but the rest of the food is pretty good.

Served by Brunella, was a very busy morning and could see was stressful for staff but she was so calm and professional a credit to costa ✨

I went along on the last Sunday of the month and it tied in well with the local produce market in the town

Dear all I just wanted to forward my thanks for your service and courtesy this morning You were all very welcoming and you could see how respected you were by the regulars which was so lovle to see and feel Thank you for your kindness All the best Kevin ( 2 pots if tea, one cup and some skinny x2 🙈😁)

I used to go this Costa pretty much every day during the week, however it has just gone down hill.. Waited 20 mins for a coffee this morning and it was probably 1% coffee and the rest milk and ice, ended up putting in more coffee at work! The staff were just rude and seemed to not care about the huge queue out the door and everything was just a mess, from the service to the milk and carton on the floor the barista had dropped and left? Definitely won't be returning and paying the £3.90 charge for milk and ice..

Extremely slow processing click and collect orders ! Bought and paid for so should be processed as soon as the order is placed, a 25 minute wait is totally unacceptable, don't have this issue at any other costa using click and collect.

Nice and welcoming staff had mango frappy awesome

Friendly staff and good coffee.

Floor is a bit wonky in this place so be careful, but adds to the charm. Lovely pelasnt staff. Great cappuccinos 👍

Must be under a new manager as I noticed a significant improvement on my visit at the weekend compared to how it's been in the prior few months.

It's a Costa.....but it's a good one

Very nice and West Malling is worth a visit too

Nice little Costa in a lovely little town

Excellent service from friendly professuonal staff. Coffee was perfect and breakfast roll just right.

Polite staff, lovely ginger man muffin

Avoid at busy times. I was there on a Sunday at midday, queued for 10 mins without moving despite 3 staff members behind the counter. Left empty-handed as the only people who got served in that time said they had been queuing for half an hour. Maybe I just caught it on a bad day. Happy to update my review if the next visit is better.

Young staff, a bit overwhelmed at busy times, always good coffee.

Most of the time, good service. 3 working but 2 told to do other duties, so one serving and brewing orders. Queue 10 people long for over 15 minutes and orders prepared wrong when finally served. Gentleman with his dog waited 20 minutes for his click and collect and staff rude when he enquired where it was, basically told to wait longer. Avoid before 12pm as better more capable staff start shifts after 12.

Friendly staff, very polite and professional also the staff keep costa very clean and tidy 👍👍👍

Standard offering, no queue. Sat outside as had a dog with us, only limited space but we got a table

Exactly what you expect, nice staff mind

Staff lovely even before 7am each day.

Very nice staff, quiet and coffee was nice

Great value but a medium drink is really a large drink lol

Very efficient nice lady served me. Lovely area.

Excelente servicio, buena comida y bebidas calientes, tiene internet y pudimos trabajar desde allí todo el dia

Quick service lovely cappuccino nice and clean and the toilet was spotless and smelt nice nice chilled coffee bar

Strangely funny, for a foreign guy to realise he is foreign from the slight hesitations around him....usual costa standard..

Meh. It's not Rose's. If you want a good cup of coffee just go around the corner.

Lovely atmosphere. Friendly and helpful staff and good food and coffee. Always feels nice to pop in for a coffee or light lunch

Clean. Good service and good coffee

Still one of the best Costas in the area. Has some character as well. Staff numbers 2 on my last visit so long wait to order. Coffee good.

Central location and friendly service, plus a couple if tables out the front.

Another great example of a Costa, great food, great drinks and friendly service

Nice chai latte and great drink stop.

Very friendly and and great customer service and great coffee

Girl making hot chocolate had a attitude.

Not great coffee and very over priced.

Just a Costa. Staff great, though please go local if you can (I intended to, but they opened later)

Lovely little place, staff are very friendly

Quite a wait. But good service and lovely coffee

Friendly staff and efficient service. Plenty of seating available.

Staff were very friendly. Short power cut while there and dealt with it quickly and professionally

Very pleasant and cheerful staff. And nicely socially distanced, with masks requested at the counter. Few other customers, which was great - plenty of space around the table and not feeling encroached upon. And half price afternoon tea! Thanks to Rishi's "eat out to help out" scheme. Somehow, the coronavirus precautions bring us together in our mutual isolation.

Helpful friendly staff good coffee

Service is always friendly and polite x

never failed to meet someone interesting in this venue

Have to say one of my favorite Costa coffees and have been to a fair few. Staff extremely friendly and welcoming 👍

Friendly staff, good coffee. Thanks.

Disappointed today,have no coconut milk 😕

Staff good but toilets dirty and too many tables not cleared quickly enough.

Great experience. Great servive. Lovely staff. Top notch coffee and toast for a hungry priest en route to choir practice

Lovely cosy costas. Friendly staff and very busy in the the shop. Quick service despite a queue.

I’d be devo if this place closed. Lovely little cafe on lovely little high street

Love this place...love my coffee

Clean fast service. hot coffee

Costa is Costa but parking nearby is very limited.

Noisy and in need of some repairs, apart from that the usually costa coffee you'd expect.

Love my little pop in shop - coffee and cake - yum-yum !

This branch is always busy, the staff are always friendly and efficient in moving the customers through.

Very nice Costa Coffee in a historic building.

I ordered a salted caramel crunch got given it the straw was snapped at the bottom of the cup there was full ice cubes in it and it had absolutely no flavour at all

No serviettes given with drinks ,staff need to be more interactive with customers !

Nice coffee friendly staff always busy this long ques !

Friendly staff, easy access, on high Street, nearby pay and display parking. Some roadside parking available too (time restrictions apply).