A terminally ill woman was subjected to a deeply humiliating public ordeal after staff at a Costa Coffee branch allegedly ordered her to leave for taking her essential prescribed medication.
The incident, which has sparked widespread outrage, occurred at the Costa on Cornhill in Bury St Edmunds, Suffolk. Linda Rolfe, 73, who is battling incurable bone marrow cancer, was enjoying a coffee with her husband, Graham, when she needed to take her daily dose of medical liquid.
‘They said we had to leave immediately,’ recounted a devastated Graham Rolfe, 75. “My wife simply took her medication discreetly at the table. A member of staff approached and told her that consuming her own food or drink wasn’t allowed. We tried to explain it was essential, life-preserving medicine, not a beverage. They wouldn’t listen and insisted we go. Linda was left utterly shaken and humiliated.”
Mr Rolfe, a retired company director, emphasised that the liquid is a critical part of his wife’s treatment for cancer-related calcium deficiency, which if left unmanaged, could be fatal.
Public Backlash and Costa's Response
The couple’s story, shared online, has triggered a furious response from the public, with many condemning the coffee chain’s ‘heartless’ and ‘lacking in common sense’ policy enforcement.
In a statement, a Costa Coffee spokesperson said: “We were very concerned to learn of this experience and are investigating this matter as a priority with the franchisee who owns and operates this store. We expect all our stores to treat customers with courtesy and respect.”
The company has since reached out to the couple to apologise directly and is reviewing its staff training procedures to ensure greater awareness and compassion in similar situations.
A Call for Compassion and Awareness
This incident has ignited a broader conversation about the treatment of people with invisible illnesses and disabilities in public spaces. Charities advocate for increased understanding, pointing out that not all medical conditions are visible and that businesses must train staff to act with empathy.
For Linda and Graham Rolfe, the emotional distress caused by the event is a bitter pill to swallow amidst an already difficult health battle. They hope their experience will lead to positive change, ensuring no one else has to endure similar embarrassment.
