AIBU to complain about staff at my local Costa?

If you have a Costa card you get an email inviting you to review your experience.

OP is never coming back to clarify is she?

No. Clearly can't be bothered and non-communicative.

"I think she could tell she’d pissed me off because by the time she came to give me my drink she was suddenly trying to be polite."

Bizarre that you think this is a bad thing.

If someone had said any of those comments to me, they would’ve completely tipped me over the edge. I’d planned to take my own life after I’d finished my shift at work because I’d sunk that low. I have absolutely no idea what made me contact them but I got in touch with SHOUT and managed to make it home that night and signed off on sick a couple of days later. I did eventually end up confiding in my Supervisor which meant I’m now getting support at work

I'd suggest if you do this often it might explain why staff are rude to you 🤣

You ‘like to’ give an unflattering physical description? Do you do this a lot?

If it were your business, would you want to be told? If so, tell someone

I think the French have it right ( in small shops). The bonjour Madame is pleasant but not sugary. They don’t ask what you’re doing with your day/how you are which is infuriating and false, but they are professional.

This makes a real difference to one’s shopping experience.

One can have a pleasant expression without smiling.

I'd rather blunt and get served quickly than wait for ages because someone is chatting with every customer.

Americano please, black.
"regular or large?"
"£3.99 please"

seriously - what else do you need? OK. they'll probably try to upsell some oversized tasteless cardboard croissants somewhere along the line, but sounds more efficient than blunt.

You sound petty and vindictive and vile

YANBU it's important to report her. They won't do anything from one report but if multiple people complain about the same person they may sack her.

When complaining it's critical you ensure they are able to identify the person concerned though, to ensure that innocent employees don't get investigated. You've got her name so that's good, give them dates and times in your complaints too, and if you have a receipt send them that as it may identify the employee who processed your transaction. I like to give a brutally honest, unflattering physical description of them too.

9 times out of 10, they will be like this with everyone, not just you. Feedback would help as it seems she is suffering on some level and perhaps her management, if they are made aware, will be able to help.

Definitely give feedback! Everyone needs to be accountable, no exceptions.

Give the feedback. It doesn't mean she'll be sacked but it means that her attitude might improve.

I complained to Costa when someone serving me was so rude and patronising it made me feel bloody awful. They came back and said they'd improve the manners of the member of staff and apologised. Nothing about sacking them - it's unlikely to happen.

OP is never coming back to clarify is she?

The local PO is notorious for one rude member of staff. She will snap "what?!" at you rather than asking what you need, point blank refuses to help customers if it's not the basics of her job (like she won't even help explain how to fill in a form/paying in slip just glare at you and tell you to get out the way), snatches things, will ignore you rather than "I'll be with you in a moment"

That's specific activities. Events that have happened which display actual rude behaviour. Not just me saying "she's non-communicative"

Well service is on a spectrum and at one end is smiley US style “ have a nice day” type service and at the other end is rudeness / surliness & back chat. I’m sure most customers are ok with anyone neutral and up. We’ve all done these jobs… well many of us have anyway. I have a boring job but do you know what I have bills to pay so I suck it up and get on with it. No one owes you a living.

I agree it depends whether she's actually rude or just not plastering on a smile and being fake to you. I do agree customer service should include being pleasant but I wouldn't consider complaining unless they were actually rude or making you uncomfortable.

I have ASD and don't do smiley facial expressions like other people.

Ugh, stick to your independents then. if you avoid the big chains with poor working practices, you won't have to deal with staff who may not be feeling perky and have a permanent smile.

Not that I'd waste my time worrying about this, unless she flung the coffee at you I can't see what the problem is.

I wouldn’t complain or make a comment BUT I think it can really spoil the moment if people are surly. I also loathe the false American chirpiness, but I think people can be pleasant or just have a nice expression. It makes such a difference

A year I burned my mouth on some hot food ( takeaway/sitting outside on a bench) in Covent Garden and dashed into costa (I think… a chain anyway) to buy a bottle of water. The queue was insanely long with people ordering complicated coffees and toasted sandwiches, but I asked the manager with a smile if he’d just take some cash and keep the change and he immediately filled a takeaway cup of tap water, put loads of ice in it and I could drink it then and there. It made SUCH a difference! He was rushed off his feet, but was genuinely nice… no false smile but a lovely person.

I still think of it as a wonderful example of genuine customer service

I don't know how she can be both "blunt" and "non- communicative". "Blunt" would suggest very direct communication!
Unlike OP, who still has been unable to say what she actually said.

Ask her what her fucking problem is and offer to take her outside.

Guaranteed to get good service after that.

Why were you so unpleasant ?

it isn't ok to be "miserable and surly to customers all day"

But what does OP want here? Because the woman is unlikely to fall weeping into her arms in gratitude for her custom - especially if she complains about her. She is more likely to be given fewer shifts, or fired, or have a disciplinary. How is ANY of that going to make her smile?

OP has not outlined any concrete behaviours here. Surly? how?

Can’t believe so many people think it’s acceptable to be miserable and surly to customers all day just because costa pays a lower wage than other jobs, that’s setting the bar really low, I worked on the frontline of the nhs for 15 years at band 3 pay which is shite and no matter what was going on in my personal life I had to be polite, helpful and courteous to patients everyday, all day otherwise I was spoken to as we’re all the staff. If a member of staff is continually rude sullen miserable and does the bare minimum day after day then yes I would complain.

I think if you're going to be customer facing (as I used to be), you have to put on a show. Act happy to see them. Customers pay your wages and there are dozens of coffee shops they could choose but they've turned up in yours - the least you can do is make them feel you appreciate their custom.
I've noticed it in Waitrose v. the budget supermarket up the road. In Waitrose they act happy to see you and exchange a bit of chat on the tills. In the budget place they totally ignore you and carry on talking to the person on the next till about their boyfriend troubles, etc. Sometimes they don't even bother telling you the total - just wait for you to pay and go away. Lack of training? . Maybe. Bored and underpaid? Yes. But I've done boring jobs and you have to try to get meaning from them. Surely giving someone a good customer experience is going to help bring meaning?

A person in my local Post Office/Co-Op is like this.

Scans the shopping then just looks at you, never says a word unless you ask a question. Comes across and so rude.

I always think I’m going to complain. But she does her job, does it well other than customer engagement - The PO section is very, very busy and she works through the Que calmly etc so I just think, let her be.

She also found something that belonged to me and kept it for me until I went in the next time, which I am grateful for. So does actually care about her customers more than she vocalises which is fine.