After a disappointing experience at Costa Coffee’s Port Laoise store, I reached out to share my concerns—and I’ve now received a formal response from their team. While the situation itself was frustrating, I want to acknowledge the effort made to address it.

📩 The Apology

Costa Coffee expressed sincere regret for the inconvenience I experienced, reaffirming their commitment to professional, courteous, and efficient customer service. Their message conveyed disappointment that my visit didn’t reflect those values, and they extended a heartfelt apology.

🔍 Action Taken

Importantly, my feedback wasn’t just acknowledged—it was forwarded to both the Area Manager and Maintenance team for investigation. According to their response, the issue is actively being looked into, which suggests that they’re taking steps to ensure it doesn’t happen again.

💬 Why This Matters

We all know that no business is perfect. What sets a brand apart is how it responds when things go wrong. Costa’s reply shows a willingness to listen and improve, and that’s worth noting. It’s easy to dismiss a complaint, but they chose to engage—and that’s a small but meaningful win for customer advocacy.

🌱 Looking Ahead

I’m hopeful that Costa Coffee will take this opportunity to reinforce their standards and ensure that future experiences—mine and others’—reflect the quality they aspire to. I’ll be watching with cautious optimism, and I appreciate their openness to feedback.

That said, I do find myself wondering what the timescale is for replacing the emergency cord — a safety feature that really shouldn’t be left unresolved for long.

To anyone who’s had a similar experience: speak up. Your voice can help shape better service for everyone.