Caffè Nero — Restaurant in London

This Caffè Nero was by far the dirtiest branch I've ever stepped into, ranking just as poorly as the Barnet High Street location when it comes to lack of customer service and staff who clearly seem unhappy in their jobs. Despite being extremely hungry, I simply couldn’t bring myself to eat there cos the entire vibe was off-putting.

My friend, however, ordered a tuna melt, which turned out to be a complete disappointment. It barely had any tuna in it, looked as though it had been haphazardly thrown together by a toddler during playtime, and for nearly £8 (including water), it was a complete waste of money. I would've much rather donated that money to charity than spent it on something that tasted absolutely disgusting. To make matters worse, the cutlery they provided was filthy. Even after I tried to clean them with the serviettes, they were still visibly unusable, which is completely unacceptable for any food establishment.

The toilet situation was just as appalling as it was dirty, smelly, and clearly not maintained. While it’s understandable that customers may sometimes leave a mess, this was beyond that. The state of it suggested it hadn’t been properly cleaned for quite some time, and considering it wasn’t even midday yet, it was clear that hygiene was not a priority at this branch.

Honestly, the Health and Safety authorities should step in and shut this place down cos it’s not just unclean it’s outright unhygienic. This location is giving the Caffè Nero brand a terrible name, and unless drastic improvements are made, I can see why people may start avoiding the chain altogether. I, for one, will never set foot in this branch again for as long as I live. A café should be a place of comfort, good food, and welcoming service, but this place was the exact opposite. Absolute zero on all fronts. Caffè Nero, as a brand, needs to fix...

Hi I’m writing to formally raise a serious concern regarding the treatment I received from a staff member at your coffee shop on 15th of September @18:30.

I had politely requested that no chicken be included in my goodie bag due to religious dietary restrictions. Despite this, chicken was still included. When I respectfully brought this to the staff member’s attention, she responded in a rude and dismissive manner, saying, “in a goodie bag, you get what you get.”

This was not only unprofessional but deeply inconsiderate of my religious needs. When I tried to express my concern, she became accusatory, implying I had taken a screenshot which was completely unnecessary and hostile.

When I then asked for her name so I could file a proper complaint, she told me I had “no right” to ask. At that point, I felt I was being denied the ability to report the incident fairly. Therefore, I took a photo of the employee, as I believed I had no other option to ensure accountability. I did this solely to document the incident, not to shame or harass — but to make sure no one else experiences the same degrading and dismissive treatment that I did.

To make matters worse, she ultimately refused to give me the order I had already paid for, which added insult to injury.

This entire experience left me feeling disrespected, dismissed, and deeply uncomfortable. I can’t help but wonder if I was treated this way because I am a Muslim woman who wears the hijab. I would like to believe that wasn’t the case, but the way I was spoken to and handled suggests otherwise.

I hope this issue is taken seriously and addressed promptly. No one deserves to be spoken to or treated this way, especially when raising concerns tied to their faith.

I would appreciate a response acknowledging this complaint and explaining how the matter...

BEWARE OF FRAUD when paying by CARD !! I had to edit my formarly nice review after I had experienced a fraud attempt. I paid by credit card. After the payment terminal told me to remove the card, I took my order and had a sit. In a moment, a Barista (a blonde, very slim girl with glasses) came to tell me that my payment didn't get through. It was weird. So, I asked for a receipt confirming the transaction didn't get trough. The Barista explained that it wasn't possible since the transaction wasn't processed. I paid again, but insisted on being given a proof. The Barista said she didn't know how to print it. So, I asked her to call me a Manager. She said she was the Manager. The whole conversation was accompanied by her colleague, who previously served me (a not slim girl with dark long hair) doing strange faces and tired sounds like if I would be totally crazy. I, however, didn't give up. Finally, the Manager offered that the only way how to prove it was to show me their screen. It seemed ok. So, I calmed down.

When I came home, I, checked my bank account, just in case. The transaction was charged twice indeed! Another day, I returned to the coffee shop, showed the proof and was given a refund. So, all could be ok. Obviously, it could be a coincidence. But it could also be a common practice how to rob customers! Therefore, I will return to the shop nevermore! I'd like to WARN everyone to be very careful when paying by CARD and you're said afterwards that your transaction didn't get through. I described the two of the staff, but beware of everyone since this practice could be shared...