Caffè Nero — Restaurant in London

I am writing to express my dissatisfaction with the service I received this morning at your Sutton branch. Unfortunately, an item from my order was forgotten, and as the store’s phone line was unavailable, I was unable to contact the branch directly to resolve the issue.

When I returned to the café to address the matter, the staff member in question (Enna, with long black hair tied in a slick ponytail, working the morning shift around 6:50–7:00am 26/09/2025 (Friday) was not apologetic and offered no acknowledgement of the inconvenience caused. I had to leave work and make an additional journey back to the café, which significantly disrupted my morning.

What I found particularly disappointing was that she observed us leaving the store without our food, yet made no attempt to correct the mistake or apologise. Furthermore, I was not offered a refund for the forgotten item, which I believe would have been the minimum expected remedy in such a situation.

I rarely write complaints, but on this occasion, I feel the service was unacceptable and fell well below the standards I expect from Caffè Nero. I hope this feedback is taken seriously and appropriate action is considered. Human errors happen but there was no offer of a refund...

Kind staff ☀️ They have been welcoming, nice and polite when I ordered my Mocha coffee and paid using the QR code from Octopus Energy app. They offered me once to try different coffee beans as well. Thank you, it is pleasant to be here.

They also try to prevent waste and use Too Good To Go app, where their pastries and sandwiches are sold for a low price as otherwise those would be binned at the end of the day. They made an exception and shared more food with me (2 bags in total).

I have ADHD disability and am forgetful, so might get the manager's name wrong. I think his name is George. I thanked him and the staff for sharing more food with me and let him know I've been laid off from a Software Engineering job and have been unemployed for over 8 months, so this extra food will be very helpful. Very empathetic manager, he said I can bring my CV and apply to work with them to get by. I am grateful for the help they offered 🙏

I am extremely frugal, I have some emergency savings and have a few interviews coming up. I hope I get a job in my field, otherwise I'll try to come back. I know the job market is tough and I might not have such opportunity in the future. Either way, I know I will definitely be coming back to this...

Me and my wife live in Sutton and we are regular customers of different chain. This time we decided to try Nero. We both downloaded mobile apps and registered with promo code - this went well and we were able to get free coffee. However, when my wife was ordering our coffees I was sitting with my little son and observing what was not directly visible for my wife from behind the counter. My wife ordered one regular and one big coffee. Lady who was preparing coffees took large cup from above coffee machines but there was no regular cup there. So she quickly went to the corner of the room and took regular cup from there.(It looks like they store and clean there dirty cups). I was a bit surprised because she tried to quickly rinse this cup with water (like she would like to quickly clean it without properly washing it). Later when my wife brought cups to the table I checked carefully - there was a someone's lipstick on this cup. This only confirmed what I had seen earlier. She tried to give us coffee in dirty cup. After showing lipstick to another lady she prepared new coffee for us. This doesn't change the fact that it was first and last coffee in this coffee...