Caffè Nero — Restaurant in London

Having enjoyed this Nero branch for many years, I decided to visit today but have been sadly disappointed.

Based on my customer experience upon entering to leaving I suspect the cause of the issues in the cafe were due to the absence of a manager.

I received no greeting, no welcome, or even a small courtesy from the 2 staff at the counter.

There was only one other customer (it wasn't busy) being served when I entered. Despite this the staff member who served me was rushed and careless in their manner.

No tray was offered, items (spoon, serviette, etc) were hurriedly slapped onto an unclean counter top. Cakes were served on small plates that barely fitted.

The tables were largely unclean and uncleared. I swept food debris off table and off my seat before sitting.

When I asked for a tray, I was directed to a stack situated behind me at the customer self service area . The trays were filthy (see photo).

My toasted Italian fruit bread was a 1/3 smaller than usual, probably the result of having been ripped so quickly from its paper packaging.

Usually it's toasted/flattened in folding griddle but somehow it had been stuffed into toaster/other and was subsequently burnt.

The coffee was as good as ever.

In isolation, I usually overlook small errors with food products or their preparation. However, coupled with the dismal customer service and run down appearance of the cafe, it added to my dissatisfaction.

All coffee shops need managers; to support staff and maintain standards. An added expense but a necessary investment.

I won't be visiting this...

This branch of Caffè Nero has the potential to be an excellent coffee shop, but there are a couple of issues that let them down; mainly dirty tables and people sleeping.

I’m not a frequent visitor here, but every time I do pop in it’s always the same. If it was busy and there was a lack of staff (due to breaks, etc) I could understand the tables not being cleared and cleaned. But on my most recent visit there were two members of staff behind the counter, occasionally they were serving customers, but the majority of the time they were standing around engaged in conversation with each other. I don’t have a problem with staff talking, especially when it’s quiet, but do your job first and chat later!

As for the issue with people sleeping - I suppose that’s a little more delicate. The last time it was an elderly lady who finished her coffee, then slumped down in the chair to sleep. I was concerned as I wasn’t sure if she was ill or simply tired. I kept an eye on her to make sure she was breathing and ok. After 30 minutes or so a member of staff did appear (but just to clear her table) the lady briefly woke up, said she was going soon, then fell back asleep!

I completely get that staff don’t necessarily want to wake up an elderly customer, who’s probably lonely and just wants the company of others - but perhaps checking in on them would be a good idea.

On other occasions the people sleeping haven’t been elderly, and I’m sorry but they should be woken up and moved on.

Nice cakes, good coffee, friendly staff - but not somewhere I would recommend...

Today I order some coffe from uber eats,

The driver come to my house and show me that the coffe wasn't close properly and the coffe was all over his delivery bag...

We try to contact the coffe shop and it didn't work at the first time.

I find the number online and I call the coffe shop to ask the manager on duty to please contact uber support to get someone to re do the order for us... instead of following the uber eats process she then decided to say to me that she can't do anything and she didn't want to lisen...

I ask her name to put a complaint and she lie to me saying they are not allowed to say...

For me it's fine because I know how is caffe nero...

She was the manager on duty today at 4:00 pm and was a girl.

Due to the short stuff that Nero have is easy to know...

I don't understand why she number 1 lie to me number 2 didn't want to help with my issue and 3 I can't understand how a manager do not lisen to the issues...