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?

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.

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"

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.

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

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.

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.

You sound petty and vindictive and vile

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.

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.

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

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

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

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

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