July 2025 by Charles Todd
eview/Complaint ? Ongoing Issue with Loyalty Stamps Retrospectively Removed
I?ve been a loyal customer of Caffè Nero and regularly used the app to collect loyalty stamps. However, I recently discovered that stamps ? including completed stamp cards ? were retrospectively removed from my account due to a technical fault that the company acknowledges was on their end.
Despite contacting NSR support multiple times over the past few months, I continue to receive what seem like templated or AI-generated responses that don?t actually address the issue: why I?m being penalized for a fault in their system, without notice or explanation.
I?m not disputing the current voucher policy. I understand that stamps aren?t awarded on discounted drinks going forward. What I take issue with is the fact that stamps already awarded in good faith were quietly taken away, and no effort has been made to resolve this fairly.
I?ve asked for this to be escalated to a human agent or manager, but so far I?ve only received copy-paste replies. At this point, I?m simply asking for some common sense and customer care: either reinstate the missing stamps or offer a goodwill gesture to acknowledge the inconvenience.
Very disappointing from a brand I?ve supported for years.
@CaffeNero ? can someone from your customer care team look into this properly?
Kind regards,
Charles Todd
July 2025 by Diane Cooke
I can?t seem to get through on the telephone to make my complaint so here I am I visited the Norwich store on Unthank Road on Saturday and to be blunt it was bloody filthy coffe stains up the walls and on the chairs the tables dirty and sticky I felt like I didn?t want to even sit down and I noticed a couple across from me making similar comments looking at the floor and walls the decor is supposed to be a bit shabby Shic but it?s just down right shabby ! There are chipped walls and tatty posters . The house plants are awful some just sitting in cups of water ( what?s that all about?)
I didn?t stay long just wanted to get to my car to my sanitised gel . I am a Vitalty member and so I like to take advantage of my free coffee but not any more I think I should contact vitality to let them know this situation .On the upside the staff are alway lovely and helpful but no one front of house cleaning tables but to be honest the whole place should shut for a deep clean and redecorate
Very very disappointed and totally shocked in the modern age to see such uncleanliness.
June 2025 by Suzanne Pateman
Godalming
FILTHY disgusting unusable toilets. The disabled - mother and baby toilet should be shut to the public
Filth filth filth
I?m phoning head office to report
April 2025 by Audrey Watt
Cafe Nero Staff in High Street Dunfermline Fife Scotland didn't know how to make a Cortado coffee. Three times they tried and still got it wrong. I was in there Sunday 27th April at 15-45 pm. 2 female staff clueless and unhelpful when I questioned that it wasn't a Cortado but it was a late. It physically made me feel sick.
February 2025 by Lisa T
Friendly polite team
February 2025 by Jayne Connery
I recently visited Caffè Nero in Gerrards Cross, hoping for a peaceful coffee break. However, it felt more like a dog park with a coffee machine! While I?m all for pet-friendly spaces, the sheer number of dogs lounging, sniffing, and shaking off outside adventures left me wondering if I?d wandered into a canine convention.
Between dodging trailing leads and side-stepping the occasional ?accident,? my coffee break became a test of agility. And let?s just say, the aroma of a fresh flat white shouldn?t be competing with wet dog!
A little dog-free zone, or at least some clearer hygiene measures, wouldn?t go amiss. After all, I like my biscuits without a side of dog hair.
To all the dog lovers out there?this might be heaven. But for those of us who like our coffee with less bark and more brew, maybe it?s time for a little? paws for thought?
December 2024 by Ruth Andrews
Went into my local Nero's this afternoon for a nice hot chocolate after shopping
I was expecting to hear nice Christmas carols and Christmas music being played but the atmosphere was benign
The staff said the music was on a loop
Surprise surprise the HQ is in London
Are we in a Christian country anymore or is our culture being erased ?
December 2024 by Mariana Highness
Rude and Condescending (Customer Manager )
When you ask to speak to manager ? And they say ? I am , there?s nobody else ?? Stop lying please it?s dangerous , I have 3 degrees? ! Oldest frock on the closet!
I?m not stupid , I can hear the false response still? No power at all ? baseless and waste of time ..
This mysterious lady seems to recurve unkindness and morning phone bully to another level .
Phone call felt like a micro witch hunt and big customer service .No life what so every just standoffish , cold, lack lustred & all bar hum bug?!!!
Called roughly 10:30AM today (I ended the call)
Tried to merely complain
At first the sound clearly on her end, seemed somewhat distracted ,in decently being condescending , belittling ,questioning my authority and authenticity?. Any being whom responds? respectfully about a complain ( would respond not with a question for answer ?). It?s not smart or adorable , it?s repugnant .
More malarkey and ghastly attitudes? , failure to thrive , refuse to listen , also was immensely perpetuated to seem ( smart ), from the start she has a off dull attitude ( problematic to respond back as if it were anguish ).
No wonder why the reviews of this head office , it?s 3 star rating !
One does not know where she is taking this call but it?s sounded unpleasant .
Repeating myself because it?s the morning and responding back is not doing much justice for you ! Sleep not so well? Or you just deteste? your job.
Thank you for your rudeness , impatient ness and an unapproachable voice to verbiage with ?
Gracias for food poisoning and unprofessional treatment CAFE ZERO!
Good day!!!
November 2024 by Diane Underwood
I love ?? Springfields Caffe' Nero, fabulous atmosphere, lovely lovely staff, they really look after customers, the manager Ben is so lovely too. Love the food and coffee.
November 2024 by Alessandra Boldrini
Lovely office with lovely people!
October 2024 by Jane howitt
Don?t bother going in the kings Lynn Nero all stand chatting about customers also very rude stay clear
September 2024 by Susan Niker
Fine if you like sitting inside amongst dog lovers, with their dogs of course. The dogs are even allowed on the seats.
September 2024 by Lisa Joseph
I go into the Euston station branch twice a week am & pm .as I commute to London .
I always have a skinny flat white every time. So four times in a week .
The coffee is usually lovely & strong, the best. Today there were Different staff ( not sure if that made any difference ?? But Today the coffee was so weak ???....I couldnt drink it ....more like hot milk with a dash of coffee . Very pale in colour. asked for another shot of coffee.
Not sure what's changed but didn't make a great deal of difference.
So I'm afraid it's disappointing for Cafe Neros quality/strength of coffee .
Please look into it CAFE NERO !
I will try once more.....if its the same I will go elsewhere....hopefully I won't have too.
September 2024 by Dian2 Cooper
I have been gping to Bluewater Cafe Nero for years. The standard of cleaning is appalling. Tables dirty and every time I go I have to clean the table. It actually smells dirty. Staff change all the time but nobody seems to clean the tables or keep on top of the dirt you are sitting in.
July 2024 by Kieran de Cusac
Other than in restaurants, Caffè Nero is the only place I ever do any outside-the-home coffee drinking - for me, Caffè Nero is the only coffeehouse in Didsbury or the wider Manchester area that serves really great coffee.
The customer service is always of a high standard, but what has brought me to post this is the outstanding service provided to me on my last visit by the barista, Jodie (Jodi?/Jodey?). In the midst of a busy day, a longish queue at the counter when, having finished my coffee, I returned to the counter and asked her if they had any Classico beans in stock (none on display on the fixture), she immediately went off to the store room to see if there were any, and returned with a packet. And doubtless it was the polite and friendly professionalism I had experienced earlier when served by Jodie that encouraged me to ask about the beans. Delighted - thanks.
