Nero Express — Restaurant in England

A Truly Disheartening Visit — Poor Service Amidst a Chaotic Atmosphere

Where do I even begin? I’ve visited this Caffè Nero at Luton Airport before and generally found it adequate—drinks decent, staff usually friendly. But my most recent experience with my wife was genuinely disappointing.

It started with the chaotic seating area. Nearly every table was occupied—not by active customers, but by commuters sprawled out asleep, surrounded by piles of luggage and discarded rubbish. Not exactly the ambiance you expect when trying to grab a quiet cup.

While I searched for a spot, my wife went to place our order. What followed was an unnecessarily unpleasant exchange. She attempted to use a valid voucher, only to be rudely dismissed by an employee (I believe the name was Sheenam). Not only was her tone unnecessarily curt, but she initially claimed the voucher was invalid without any meaningful explanation. When my wife insisted it should work, the employee begrudgingly involved a manager—who validated it without issue. So… it was valid all along?

And while the other staff members weren’t overtly rude, they were dismissive when we asked for clarification on the employee’s name—something we had every right to request for the purpose of giving proper feedback.

To be fair, the drinks themselves weren’t bad. I actually enjoyed my matcha latte. But when the customer service feels this dismissive and the environment this neglected, the entire experience becomes sour.

Airports can be stressful enough. A café should be a momentary escape from that, not an extension of the...

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