Costa Coffee Employee Responds Rudely to Customer’s Hygiene Complaint

I would like to report an incident that occurred on April 15, 2026, at approximately 10:22 AM, while I was sitting with my guest at your Costa Cafe location in the international departures area of S***** G***** Airport, near the e Counter. We made a purchase totaling approximately TRY 780 and needed to spend some time there.

I noticed that the table and chairs where we were supposed to sit were quite dirty. There were crumbs on the table, and its surface looked greasy. I therefore asked one of your employees to clean the table and the seats. With a phone in their ear, the employee replied, “Of course, we’ll clean it,” and quickly wiped the table, leather sofa, and chairs with the cloth they were holding. When I objected to the employee wiping the chair with a wet, unhygienic cloth and said, “You’ve wiped the table, but could you please clean the seat I’m going to sit on properly as well?” they responded in an extremely rude and loud tone: “No need to panic, no need to panic, ma’am. Calm down. I’ll change this chair now. Don’t tell me how to do my job.”

The employee continued speaking loudly and behaving this way, seemingly aware that I was preparing to file a complaint, making sure everyone nearby could hear. This became extremely uncomfortable and upsetting for me. Regardless of our jobs, responsibilities, health, or business, a customer’s intention is never to wear down an employee or ruin their day. Likewise, I believe employees have no right to make customers feel uncomfortable in this way or turn an otherwise ordinary visit into a tense and unpleasant experience.

Throughout this incident, I encountered both a cleaning approach that failed to meet basic hygiene standards and communication that was extremely disrespectful, rude, and unprofessional. I would also like to make it clear that I intend to share this negative experience on other platforms. I request that this incident be properly investigated, that appropriate corrective and disciplinary action be taken regarding the employee involved, and that your branch ensure a more careful and respectful approach to both hygiene standards and customer communication.