AIBU to complain about staff at my local Costa?

[Breathedeeper]

There is a woman who works at my local Costa who is surly and abrasive in her manner. I’ve been in a few times and she’s always the same - can’t be bothered, non-communicative and surly. While normally I tend to go to independent coffee shops, I sometimes go to this Costa because of where it’s located. Today I went in and this lady was just so blunt that I remembered her name because I’m considering giving some feedback about her via email to Costa. AIBU? I would have asked to speak to her manager but I think she is the manager, which makes her disregard for good customer service even worse! I’m aware this is definitely a First World problem, but what’s to be done? I don’t think Costa would be happy with how this woman conducts herself, and if no one ever says anything then she’ll just continue on as she is. Maybe she’s just being rude to me, I don’t know…no one else there at that time seemed too bothered about her, but perhaps we were all thinking the same thing but nobody wanted to say anything. 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. So she can do it, but chooses not to unless she thinks someone is going to complain. Thoughts?

What actually happened, OP?

I got all of those working at Sainsbury's

Costa are franchises, so you can’t really “complain to Costa”, just to her direct manager.

Have some empathy, she’s in a low paid shit job. Is she giving you what you ordered? If so then forget about it and carry on with your day

Unless she said something to upset you, then leave it alone. She's probably not paid enough to pretend to be happy with every single customer.

This was my first thought too.

And yes this^ is a great question

I'm sure they're not allowed to drink alcohol while on shift

If you complain to head office, maybe try to spare her a full bollocking by not mentioning her name. But by all means do so and they'll probably give you vouchers or something.

If she's just a bit grumpy but the food and drink are served adequately and taste ok then I probably would not bother complain. But if she's directly said something or done something specific that upset you then I would do a complaint to HO.

Email Costa and tell them to get a mystery shopper member of the team in there to decide if the service is acceptable because from your experience it’s not - up to them then

I wouldn’t bother.

I am using Americanisms. I mean pissed off. 😄

I was racially abused by a server in Costa on Christmas Eve. I complained in writing and Costa did absolutely nothing. I will never go there again, the coffee is shit anyway.

That is appalling, I'm so sorry that happened to you. They should have responded.

But it's far more serious than not having been given a sycophantic smile.

This. I worked in customer service, and believe I did it well, but I can't be bothered about others who don't. I might complain about it to a friend but wouldn't dream of complaining to the business. You are paying for her to sell you a coffee, not to be your friend.

There used to be someone like that at my local Costa. He was in there a lot so possibly full time. Occasionally it annoyed me but I assumed he was unhappy and hated the work. Who knows what people have to deal with in life. It’s not a great job for a 40something. It’s hard being customer facing all the time.

Yep, I don't think it is anyone's life dream to work in Costa. He was probably there because he had little choice.

Do you use the Costa app? I often get surveys after my visits and maybe it would best for some constructive feedback instead?

YABVU for drinking in Costa. The coffee literally tastes like dishwater. I’ll let you off the hook if you’re only buying the cold fruit coolers as they are ok.

I worked in Woolworths when I was a teenager. Customers constantly told me to cheer up and smile - I have something of a resting bitch face. But I never really understood why it was so important to them that I put on a happy face. I had a lot going on in my life and really didn’t see why I had to stand around like a grinning idiot for their benefit. One day I muttered oh fuck off under my breath in response to a “cheer up love” but I actually spoke the words out loud without meaning to. Customer complained and I was taken off the till by the very angry store manager. He told me the only reason he didn’t sack me then and there was because it was Christmas and the store was heaving. I was back on the till the next day, scowling as usual😂

I always sympathise with people who work in Retail and never expect them to be particularly friendly or smiley.

YABU

Cringe....

By any chance is this in a place that starts with a P and does her name starts with A lol? Sounds eerily familiar situation to our local Costa!

Blunt as in rude or just matter,-of-fact getting the job done?

I feel sorry for my dentist - she gets some awful reviews because of her manner, she can appear a little brusque and I think she'd rather die than make small talk, but that suits me as I want the appointment to be as short as possible. She's actually very kind and has cured my lifelong extreme dentist phobia.

The OP ain't coming back

I'd tend to just vote with my feet and go elsewhere for coffee. What would you hope to achieve with a complaint, for something non specific like this?