Caffè Nero — Restaurant in Crawley

Due to my visual impairment, I rely on aids such as my smartphone camera to assist me in reading and reviewing printed materials. With this purpose in mind, I discreetly attempted to take a photograph of the menu for my personal use.

To my astonishment, one of your staff members ( a man with beard who worked on 2/7/23 around 4:40am) whom I could not identify by name, began shouting at me, expressing disapproval of my actions. The tone and manner in which they addressed me were not only unnecessary but also highly distressing. As a person with a visual impairment, I expect understanding and empathy from service providers, particularly in situations where alternative methods of access are required.

This incident left me feeling embarrassed, discriminated against, and frustrated with the lack of consideration shown by your staff member. It is essential to emphasize that my intention was never to cause disruption or infringe upon any policies of your establishment. Rather, I simply sought to utilize the photo as a tool to overcome the challenges posed by my visual impairment.

I hereby request a thorough investigation into this matter and appropriate action to be taken to ensure that incidents of this nature do not occur in the future. I suggest that sensitivity training and education be provided to your staff members to foster a more inclusive and accommodating environment for customers with...

Visited this caffe just a week after of the terminal opening.

Asked for two coffees to sit in and they have done my drinks in a cupboard card, while they were doing it, I said I want it in a normal, porcelain cup at least three times to the cashier and to the lady who was making it, they have both just ignored me. Then I told them, I’m not taking it, they said that the dishwasher was broken. However, there were other people in the cafe area with normal cups! For me, coffee in a paper cup is just taste horrible and I would rather not have it at all, let away paying for it so much!

And it is just a whole situation that’s annoyed me, how they were just trying to shrug off my requests. Clearly customer service is not heard of here. I have also asked them for few cakes and the lady got it all muddled up and started arguing with me, trying to prove that I did not order this and that, instead of just adding it on to the bill (it was all even before I paid) so her manager had to step in, as I was very perplexed why would she argue with me, instead of just listening what I want and letting me have it, as I am a customer and...

Went to get my favorite Luxury Hot Chocolate from this store a few days ago. I was very closely watching the guy make the drinks, I saw him put milk, then powder, so I speak up "sorry mate, are you sure your making a luxury hot chocolate", "yes sir, this is definitely a luxury", "well sorry mate but it's not, I use to work for Caffè Nero and I know for a fact that luxury hot chocolate isn't made with milk and powder as I just watched you do" then I had to proceed to point him to the fridge to get the carton out which contains the correct product I asked for.

I'm sorry but number 1, your in a black shirt so you should know your products and 'mistakes' like this shouldn't happen. Number 2, NEVER lie to your customers, your lucky that I myself am a barista so I wasn't rude to you but any other customer wouldn't of been happy being lied to.

Won't be using this store or this chain again, they lied and discriminated against me while I worked for them and now they lie to me as a customer.

AVOID...