October 2023 by Heidi Fawzy
Dear Cafe Nero Management,I am writing to express my deep disappointment and concern about a recent incident that took place at your Business Bay branch ? Ubora towers, Dubai, UAE.As a loyal customer who visits your cafe daily, I believe it is essential to bring to your attention the unpleasant experience I had on the morning of October 27th, at approximately 8:00 am.Upon arriving at the cafe, I ordered my regular matcha drink and approached the cashier, Mark, to make my payment. To my surprise, he displayed a highly hostile and impolite attitude towards me, as he has done on several previous occasions. This behavior is entirely unacceptable and tarnishes the image of your establishment.What struck me most was Mark's unfriendly demeanor. He has a reputation among your customers for not smiling, often appearing unfriendly, and consistently using an aggressive tone when interacting with both customers and colleagues. This is not the welcoming and pleasant environment I expect when visiting Cafe Nero.On this particular morning, I encountered a severe lack of professionalism when I handed Mark a 500 AED bill and a 20 AED bill for my purchase. Instead of politely explaining that he didn't have sufficient change, he retorted, "You are coming to me on a Friday morning with a 500 AED bill, and we don't have change."I offered to leave the 500 AED bill with him and return later to collect my change, but he adamantly refused, stating that it was against company policy to hold money in the cafe. This left me in a difficult situation as I didn't have my cards with me.To make matters worse, Mark displayed clear signs of frustration and anger, even when another customer tried to help by providing the necessary change. This situation should have been handled without any inconvenience.It is disheartening that my experience at Cafe Nero was marred by this incident, but I must acknowledge that another staff member, a lady who is consistently cheerful and welcoming, was present and tried to offset the unpleasantness caused by Mark. However, Mark's behavior could potentially drive customers away, as no one should be subjected to such rudeness.I am not one to make hasty judgments, but I feel compelled to inquire whether Mark's attitude is discriminatory in nature, which would be a grave concern. I sincerely hope this is not the case.I believe in the importance of voicing concerns, and I hope this feedback will prompt you to address the issue promptly. If I encounter any further impoliteness or aggressiveness from Mark, I will have no choice but to escalate the matter formally.I trust that you will take the necessary steps to ensure that such incidents do not recur, and that the friendly and welcoming atmosphere we expect at Cafe Nero remains intact.Thank you for your attention to this matter. I look forward to your prompt response, investigation and resolution.Sincerely,Heidi
October 2023 by Pauline Ferrier
Visited your Trafford Centre Nero Branch today after Refurb....No details before or after on website...Arrived at 8.30 usual opening time...to be told could not enter until 9 due to staff get together ..having buffet food and drink...we were left outside at 70 and husband 75 on crutches disabled
October 2023 by Merle Biberfield
Went to the shop on Chapel Street Southport this morning and it was filthy.
October 2023 by Mag Mags
Great coffee great staff very friendly
March 2023 by Local Guide
No qualms however some unnecessary comments were made last time I was in touch. Made me feel uncomfortable which isn't ideal customer service. That said however, overall I've had no issues and my concerns have been resolved
March 2023 by Sandrine Anterrion
Loved CN Ladbroke Grove for many years. Now it?s turned into Piccadilly Circus every weekend, with hundreds of non clients queuing up to use the one disabled toilet left to use on the restaurant floor. That?s half of London and countless tourists, urinating on the floor, getting the toilet blocked, leaving the loo door wide open while people in the coffee shop are eating and drinking; even if never buying anything from the shop!! Disgusting ? it really has become. Vile, degrading, smelly experience. Shame as the staff are really quite nice!
February 2023 by Anthony Harrogate
Cafe Nero's is not only filthy in Harrogate with a 3 star rating no one wants to work for them that's why its not open? Yes poor pay poor work conditions about time Neros closed there doors and stop taking our money for shocking conditions..Staff get 1 hour to clean a building that has 2 floors and get pastry's out its appalling
February 2023 by Bill Bob
Poor customer service despite serious health concerns due to poor practice of staff in stores
November 2022 by Olla
Visit Stratford Westfield NERO .At the glass front entrance said ?Only Cash? soo I ordered Ice Latte £3.45 paid with cash in return she gave me back £1.50 & she said SORRY no change ??? . Then I ask her why you ask we paid you in cash if you didn?t had enough change??? She said is the company policy ? ? My problem is 5P is nothing to me but why you charge me extra 5P because you don?t have enough change ? Why can?t you charge the coffee £3.40 ?? Nero is a big company & not a small local coffee shop . Hope you guys understand .
November 2022 by ``````````
Hull just outside St stephens centre.Twice in 3 weeks by the same female I have been given rude remarks. I asked for my coffee to be extra hot because it is usually tepid. She said don't come to me if you burn yourself as it will be your fault. Yesterday the same person said you must have an asbestos mouth. As I asked her to feel the coolness of the cup she blanked me and walked away. So today i have reported her to head office. I don't expect snide comments when I order a drink. Totally not on!
August 2022 by Barry Gee
Visited the Chichester branch today and it was filthy, when I got home I immediately showered. I sat by a pillar and leaned on it and my shirt was dirty where I had made contact. Inside the entrance there was debris on the mat that looked as if it had been there for a week. The place stank! I visited the toilet before I left and it too was filthy. Disgusting. On the upside, the coffee was perfect and served by a helpful young man, I think, well he had an Adams apple. He could have been dressed better, as though he was going to work in a coffee shop rather than a garden. Sorry, won't visit again.
August 2022 by Miss Sharron Rosa Giles
I wish there was a branch of cafe nero, here in the medway towns !
July 2022 by Diane Bardsley
I love Nero the food coffee and vegan choice is great, however, toilets are really dirty not just because of public usage but deep down dirty. Taps are peeling and the plug black and full of debris. The air con system in the main areas are full of fluff and dried on dirt not cleaned or serviced for a while l guess. Inside of display cabinet stained. I am talking about the Trafford store.
July 2022 by Doodles
Shouted at tonight by the young short English girl in the Surbiton branch.Went to pick up 2 magic bags bought on the the Too good to go app.Rather than her quietly saying it was a glitch on the app and they didn't do the magic bags she decided to get loader and loader to the point of shouting.Wanted to climb under the table as everyone was staring.We use this branch an awful lot with friends and family.Used to dirty sticky tables and having to clean our own tables before sitting down as staff are too busy yanking to each other .Won't be returning again nor will friends or family after being humiliated
June 2022 by Ed Karakaya
Guys please sort out your Hygiene. Hammersmith king Street branch is absolutely filthy please come check it out. You're probably selling much less food in general because of it.
