Costa does not care

This is the email I sent to Costa 10 days ago that they have not bothered to reply to.

My knitting group meets every Wednesday in Costa Golders Green. Last night two young men were trying to sell us flowers. We had difficulty getting them to leave. I went to the counter to get some help and whilst I was explaining the situation I heard my friend yell at these men, they left and I went back to our table.

We soon realised they had taken my friend's I phone. She is self employed and her phone is an important business tool. We told the staff what had happened. I was told that these things happen and that they tell customers to be careful. I found this strange; no Costa staff member has ever had anything resembling a conversation with me.The manager said they would have film. I suggested the police needed to be called.

Some of my friends went up and down the street to see if they could find these young men. I saw the manager outside smoking and talking on the phone. I assumed he was talking to the police. Sometime later I went again to the counter to ask was was happening and found the police had not been called.

This incident raises many concerns.

1.Until they changed their opening hours we met for many years in Starbucks Golders Green where the staff were consistently warm and welcoming. We have never in any way been acknowledged by your staff. Remember we come every week. There is also a church group who met on Wednesdays in this store. I doubt they have been made to feel welcome either.

2. No staff member at any point bothered to walk over to see how we were. This was a very distressing incident, but hey I guess cleaning up and packing up the store early is far more important.

3. What is happening in the store should be monitored much more carefully. As soon as hawkers walk in they should be asked to leave.

4. What is the procedure when a crime occurs in a Costa store? Have those procedures been followed as a consequence of this incident.

I have no idea what Costa spends on advertising but I imagine it is a significant amount. Yet manners, smiles and a concern for customers is free and incredibly effective and sadly not to be found in Costa Golders Green.

Sue Margolis