Caffè Nero — Restaurant in London

Usually, I am a huge fan of Caffe Nero frappes, the one next to where my university residence always meets standards. You can understand my shock when I asked for an espresso and caramel frappe and was met with a cup of bitter slosh. The texture was not at all like a frappe: it was liquid. I asked for minimal coffee since I like my frappes quite sweet, and they put a double shot in. When I kindly told them that this tastes absolutely wrong, I was told to give it a mix and try it again. When I did and it still didn't taste correct, the barista rudely asked me: 'Well what do you want me to do?'. Shocked is an understatement to what I felt that moment. I told her ideally I would like her to remake it since it really doesn't taste or look as advertised, instead she gave me 2 squirts of caramel flavouring in an espresso cup, told me to pour it into my frappe and drink it. Despite, her rude behaviour and general conduct, I poured it in and tried it again. It still wasn't right. At this point, I decided that I would have much rather thrown away the coffee that I spent £5 on than drink any more of it, and that's exactly what I did. Will not be going back here at all. Extremely disappointed with the quality of service here. Will not be going back. Someone needs to re-educate the baristas there on providing good customer service and not being rude even in a busy environment. The way I was treated that day is absolutely not how a customer should be treated, and I can't help but feel as though she was talking down to me simply because I was younger than her. Walked away with my morning ruined, would not recommend. If you want a good tasting frappe, just go to Starbucks and spend an extra quid there. At least you'll leave with a smile...

Came in this store to drink a milkshake after my friend has tried it in central London. We ordered 1 chocolate milkshake and 1 strawberry milkshake. By mistake the Indian girl gave me strawberry and vanilla. I asked if it was possible to make the chocolate one and Ioana(apparently she is the manager) was a bit upset about this. I also request to clean the table outside as it was full of cigarette and empty cups. The manager started to be rude and say she was too busy to do it. (2 staff member and 1 customer in the queue). The milkshake was too iced and my friend couldn’t drink it. I requested if it was possible to have another one and this manager started to laughing to my face and to be rude. I asked the reason of this behavior and she started to shout that she doesn’t care and she can do what she wants! She stated at some point “if you stop to talk I may give you the refund”. Behavior absolutely out of order. Especially if she is the manager. Is this the example you give to your team? Is this the kind of customer service you have in your store? She refused to do the drink again and gave me the refund. While printing the receipt, she gave me the milkshake back as she thought I was just looking for the refund. Then she came outside, sit down at the other table, smoke a cigarette with her friends and starring me and my friend. She made us to feel very uncomfortable and we left. Absolutely I will avoid this place due to bad customer service and rude behaviors. I have escalated with caffè nero Head office and I hope she will get a training on how to speak to customer, even if I believe that a company can teach how to make a coffe.. but they can’t teach how to have manner or customer...

I just give one star because I could not give less. Today me, my sister and my mother popped in this store, on the 01.02.2022 at about 14.45. This was a horrible experience as we were threatened by the barista girl, she is a white lady who has long brown hair with a lower Pony tail and she is slim and short, with many earrings. If Anyone attends to this store beware of this woman because she is dangerous and the grumpiest barista in whole London. Firstly we asked a seasonal gingerbread latte and a Coconut Chai. She was very agressive when we showed her our full stamp card and she did not want to give the free drink. After this struggle she gave finally 2 drinks, but instead of our orders we got 2 white Americano.... I am really glad and lucky that I recognised that she had given regular milk instead of the laktose free milk because I have lactose intolerance..... Regarding my mother ,she asked this lady kindly some cream as she ordered a seasonal version of the Gingerbread latte, what should have had cream on it, and the barista demanded the money for the cream. How can she dare to behave like this? She was not able to make a drinkable coffee however she is a black T-shirt barista, not a trainee, and instead of apologise she started to shout at us and swearing. (just to add :trainees give much better quality drinks than this woman). So please I kindly ask everyone to avoid this lady, otherwhise you will be shouted agressively or ...