Costa Coffee Review 2026: Has This UK Chain Lost Its Way?

Costa Coffee is the UK's largest coffee chain, with over 2,700 stores and a cappuccino costing around £4.40. But in 2026, the brand faces significant challenges—a Trustpilot score of just 2.3-2.6/5, an operating loss of £13.5 million in 2024, and reports of declining quality, poor hygiene, and overpriced drinks. This comprehensive review examines whether Costa Coffee still delivers the quality and value that made it popular, or if the chain has lost its competitive edge.

There's something interesting about how chain coffee shops navigate the tension between scale and quality. Costa built its reputation on being the UK's largest chain, but when customers consistently report poor quality and hygiene issues, you have to wonder: has the focus on expansion come at the expense of the experience that made the brand trusted?

Quick Summary

What is Costa Coffee?

Costa Coffee is a British coffeehouse chain founded in 1971, operating over 2,700 stores across the UK and internationally. The brand is the UK's largest coffee chain, offering espresso-based drinks, teas, pastries, and light meals in high street, hospital, and travel hub locations.

Company Background & History

Costa Coffee's evolution reflects the growth of chain coffee culture:

• 1971: Founded by Italian brothers Bruno and Sergio Costa
• 1990s-2000s: Rapid expansion across UK
• 2010s: Acquired by Coca-Cola Company
• 2024: Reported operating loss of £13.5 million
• 2026: Parent company considered selling, paused after bids fell short

Brand Philosophy & Mission

Costa Coffee positions itself as the UK's favorite coffee shop, emphasizing quality, convenience, and community. However, recent quality concerns and financial challenges raise questions about whether this mission can be maintained with current operational standards.

Pricing & Menu

Costa Coffee's pricing positions it at the premium end of chain coffee, with significant variation based on drink type and location.

Price Positioning

Typical pricing:

• Standard Drinks: Cappuccino or latte around £4.40
• Specialty Drinks: Gingerbread latte, seasonal drinks £4.90-£5.60
• Tea and Infusions: £3.10-£3.35
• Add-ons: Oat/almond milk and seasonal toppings add to cost

Value Proposition

The value equation is weak. At £4.40 for a standard cappuccino, customers expect quality and consistency, but reviews consistently report weak, not hot enough, or average-tasting drinks. The gap between price and quality is a recurring complaint, with many customers feeling drinks are overpriced for what's delivered.

Quality & Consistency

Quality and consistency are major concerns, with significant variation between branches and times.

Coffee Quality

Some drinks, particularly straightforward ones like flat whites or Americanos made well, still earn praise. However, complaints frequently mention drinks being underwhelming—too weak, not hot enough, or just average for the price. The inconsistency suggests training or operational issues that vary by location.

Food & Atmosphere

Pastries and baked goods receive mixed reviews. Popular items seem fine, but inconsistencies are noted—dry, poorly heated, or uninspired flavors. Many customers mention cleanliness issues: dirty tables, unremarkable hygiene in restrooms, and generally messier spaces than expected for the cost.

Service & Experience

Long waits at busy locations are a recurring grievance. Sometimes staffing issues or slow service make visits frustrating. On the flip side, some Costa stores still deliver friendly, efficient service—especially when staff are fewer but attentive. The experience varies dramatically by location.

Customer Sentiment & Reputation

Costa Coffee's reputation has declined significantly. Trustpilot shows a 2.3-2.6/5 rating, with over half of reviews being one-star. This is among the lowest ratings for major coffee chains.

Recurring Complaints

Specific recurring complaints include:

• Overpriced drinks vs. what's delivered
• Poor value in "core" menu items
• General deterioration in hygiene and upkeep
• Inconsistent quality between branches
• Slow service and long waits

Financial Performance

Costa Coffee faces significant financial challenges. In 2024, the company posted an operating loss of ~£13.5 million despite revenue of about £1.2 billion. The parent company (Coca-Cola) considered selling Costa in 2026 but paused after bids fell short of valuation expectations, indicating the chain may be struggling to meet performance targets.

Loyalty & Value

Costa's loyalty scheme ("Costa Club") still offers value for frequent customers. You earn beans per drink, which lead to free drinks once enough are collected. Regular seasonal promos, double-bean days, and discounts for bringing your own cup help stretch value. However, the base pricing issues mean even loyalty benefits may not fully address value concerns.

Pros and Cons of Costa Coffee

Pros

• Availability: Over 2,700 stores across UK
• Loyalty scheme: Costa Club offers value for frequent customers
• Convenience: Locations in high streets, hospitals, travel hubs
• Promotions: Seasonal offers and double-bean days
• Some quality: Drinks can be good when made well

Cons

• Very poor ratings: 2.3-2.6/5 Trustpilot, over half one-star
• Overpriced: £4.40 for cappuccino, £4.90-£5.60 for specialties
• Quality decline: Weak, not hot enough, average taste
• Hygiene concerns: Dirty tables, poor restroom cleanliness
• Financial challenges: Operating loss of £13.5 million
• Inconsistency: Quality varies significantly by branch

Who Should Visit Costa Coffee?

Costa Coffee may be suitable for:

• Convenience seekers: Those who prioritize location over quality
• Loyalty members: Frequent customers who benefit from Costa Club
• Location-dependent users: People in areas with limited alternatives

Costa Coffee may not be suitable for:

• Quality-focused coffee drinkers: Those who prioritize taste and consistency
• Budget-conscious buyers: Premium pricing for inconsistent quality
• Hygiene-sensitive customers: Those concerned about cleanliness
• Value seekers: People who want quality that matches price

Money-Saving Tips for Costa Coffee

Maximize value when visiting Costa Coffee:

• Join Costa Club: Earn beans for free drinks
• Use your own cup: Discounts available for bringing reusable cups
• Look for promotions: Seasonal offers and double-bean days
• Stick to basics: Standard drinks offer better value than specialties
• Compare alternatives: Evaluate independent cafés or other chains
• Use cashback: Earn rewards through services in our best cashback sites guide

Making the Right Choice for Your Coffee Needs

Costa Coffee in 2026 represents a chain in decline. The very poor Trustpilot ratings (2.3-2.6/5), operating losses, and recurring complaints about quality, hygiene, and value suggest the brand has lost its competitive edge. While the chain offers convenience through 2,700+ locations, the gap between price and quality is significant.

For convenience seekers who prioritize location and can benefit from Costa Club loyalty benefits, the chain may still serve a purpose. However, those who prioritize quality, value, or hygiene may want to consider alternatives—whether independent cafés, other chains, or making coffee at home.

If you're exploring ways to save on food and drinks, check out our guide to the best cashback sites for earning rewards. For subscription services, our best subscription boxes guide covers curated monthly surprises. And for ethical considerations, our sustainable fashion brands guide offers alternatives.

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