I had hoped that there would be no part 3 to this saga but sadly the message still doesn’t seem to have seeped through and disappointingly Costa Coffee seem to have decided to no longer respond to my emails advising them when I have been refused hot water for Grumpy Baby’s bottle, against their own policy.
In the most recent incident, the Grumpy Family re-visited the branch that started it all at Green Bridge, Swindon. Previously the manager of this branch had been quite rude to me regarding my request for hot water, so we entered hopeful that the message had finally been passed down to branches and this time we would have a stress free visit. Unfortunately as I placed my order and requested the cup of hot water my heart sank as the server replied with certainty that he had been trained never to hand out hot water for this purpose. With a sigh I politely recited my explanation that Costa head office had confirmed, in email, at least 4 times that I could have the hot water and offered to show him the emails. He declined but agreed to go and speak to the manager who was working at the other side of the bar. On speaking to him she turned around and looked at me before telling him to just give me the water… I’d like to think this is because she was now aware that she had been miss informed, but from the look on her face and tone of her voice I think it’s more likely that she remembered me and just couldn’t be bothered to deal with me again. So with a smile on his face the server came back with the hot water only to be intercepted by another server who seemed horrified that he was giving me the water despite his assurance that the manager had OK’d it.
What followed was a somewhat heated argument between the two where the second server assured the first that they weren’t to give out the hot water because they had been sued by someone who scolded themselves while heating a baby’s bottle. Now, I’m not saying that this is a urban myth but we Googled several times looking for any reference to this case and while we found numerous cases of customers suing Costa Coffee because they were burnt by drinks they had purchased and one very worrying case of a woman who sued Costa Coffee because a server had cut himself and dripped blood in her coffee, then served it to her. We couldn’t find a single case related to the heating of a baby’s bottle.
Eventually the servers finished their argument and we were able to sit down to a nice relaxing drink only slightly disturbed by the fact that the branch manager seemed to feel the need to look over and glare at me every few minutes.
I would like to think that the message just hasn’t got through to the branch yet and therefore it’s not their fault that they still believe that they should be refusing requests for hot water, however, Grumpy Dad is far more cynical than I and he believes the message has been passed on (after all it has been several weeks) but that the branch manager has chosen not to retrain her staff for reasons best known to her.
As I’m not one to drop something like this I diligently put all of this into another email to Costa Coffee customer services. Unfortunately it would seem that they can no longer be bothered, as after several days I still haven’t received a reply. I can understand that this situation is frustrating for them as well as me, however, if they can’t resolve a problem like this which should be as simple as sending out a group email to check everyone is aware of the current policy, you really do have to wonder what other policies branches are ignorant of.
Sadly this saga seems set to continue but I’m looking forward to the day when I can finally report that all the promises of resolution from Costa Customer Services have finally come true.
Continue reading about my experiences with Costa Coffee by following the links below.