Caffè Nero — Restaurant in Cherwell District

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...

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