Costa Coffee - West Berkshire

As everyone can see I don't write many reviews , but I just had enough of the way customers are treated in the Thatcham Costa. Today I have totally losted, so ordered on the app as usually (almost every day at 8:05 arrived around 8:15 when the coffee supposed to be ready by. My daughter usually picking up a coffee and assuming that she does it for last 3 months, nothing is ready she coming back to car and saying lady didn't even give her say the word when she tried to ask for coffee lady only told we not ready for you. My daughter comeback upset, buy went back another one or two times inside to check if the coffee is ready. It wasn't is 8:20, so I decided to go and check what's happening with my coffee. I looked how busy are two girls they really were very busy (possibly understaffed I asked how is my order going reply we don't have any order (that happend previously possibly issue with the system and usually I would not have a problem if the lady would react as most people would when I showed her app order number etc. She first said I didn't order 20 min ago which I did, and then she started to print orders showing my one is not there. And what I needed is someone just to say sorry we are making this now. I know no one is perfect, but I had some issues previously with Costa app and only Thatcham Costa customer service was less then adequate in their reactions I felt under attack. Also I think I decided to write this review as I have witnessed this behaviour of being condescending and not apologetic to customer few times. And never really felt welcome by staff always felt more of inconvenience. I personally decided to stop using Thatcham Costa I know it doesn't make much difference for them. I hope anyone who visit the Thatcham Costa would be feeling welcome not as intruder.

You can tell that the staff here want to do their best but despite the recent refurbishment the atmosphere is off. This is likely due to the management franchise owner. On Friday, this was evidenced by the main man moping around, loudly dragging the furniture about and carelessly disturbing his paying customers. Even when asked politely to stop, this knuckle-dragger ignorantly continued his pointless and painfully loud task. If this is what the staff has as their leadership role model then God bless them. What should be a great venue is sadly deficient.

I visited Costa in Thatcham on the 21st September 2020 at approx. 5.30pm with my 2 year old daughter who i had promised a hot chocolate before her going away for a week. On arrival, before i could even ask if i need to wear a mask (not everyone was) the server who was female said i needed to leave because I wasn't wearing one. I said as there was 2 people in the restaurant not wearing one and id be drinking in, could i still be served and before i could finish i was asked to prove i was medically exempt or to leave with my daughter. I understand the rules, so i left and if i hadnt promised said hot chocolate i would not have returned due to the disgusting way i was spoken to. I got my mask and went back to in, greeted with silence while she took my order, no please or thank you and my tray was thrusted at me in a way the knife fell of the plate. Not wanting to create a scene with my daughter, i thought id say thank you and go and sit down. Not but 5 minutes later a gentleman walked in saying he had forgot his mask and can he still get a coffee. The same lady that served me was very smiley and polite saying yes of course Sir, what can i get you. I called over another member of staff and asked why it was ok for him to be served but yet i was asked for paperwork to prove i was exempt from wearing a face covering orif not, told to leave. The lady clearly saw me and came over saying that the gentleman put a skinny tie over his nose and i didn't. I know it was a skinny tie as said gentleman came and sat down on the next table to me and my daughter. He said it was his fault, he was quite persistent in the fact he wanted to be served. Not good enough, i apologised to him if i was making him feel uncomfortable but the treatment of him to be were miles apart and i wanted to know why. The lady was rude from the off, only apologised to me after arguing back with me then gave in when she couldnt answer my question. I understand rules and very innocently didnt know whether i needed to wear a mask or not as other eating and drinking establishments i havent needed to, it was an honest mistake that i left it in the car and if she had been polite i wouldn't have minded being sent away. Not only is it one rule for one and one for another but she was rude, obnoxious and quite frankly an embarrassment to costa, who on that day (10-15 mins before closing) was on a power trip. If you are going to refuse to serve a lady with her daughter and serve a gentleman on his own, at least wait until the party you refused to serves so rudely leaves the building. Hideous behaviour

This is our local Costa and we don't normally use a café so close to home, but it was raining, so we took a break and a coffee here. It is just as any Costa Coffee should be, predictable but reliable. They were cleaning even the ceiling lamps when we were there, so they must take cleanliness seriously, even though some tables needed to be cleared. Happy to come back again when it rains.

Absolute joke most of my Drink consisted of cream no sauce undrinkable tasted disgusting. Thatcham Costa is awful!