Caffè Nero — Restaurant in Mid Sussex

I am writing to share a disappointing experience I had at your café.

I have visited many times before and was always pleased with the atmosphere and service. However, today was different and quite upsetting. A male staff member approached and asked my two children to keep quiet. While they were speaking a bit loudly, they were not disturbing anyone around us. What struck me as unfair was that shortly after, another family—who happened to be white—arrived with children who were just as loud, yet the staff said nothing to them. I want to be clear that I don’t see children talking or playing loudly—or even a dog barking—as a problem in itself. I’ve visited many times, and most people seem tolerant and unbothered by these natural sounds.

In the meantime, I politely asked another female staff member if my children were being too loud. She responded kindly and reassured me that it was absolutely fine—she didn’t find it to be a problem at all. Frankly, if my children had truly been too loud, I would have changed my order to takeaway out of consideration for others.

On top of that, the male staff was speaking loudly in Mandarin with other customers - conversations I could clearly hear from across the room.

This is the first time I’ve ever been asked to keep quiet in a café—even in Caffè Nero, which I’ve visited many times without any issue. I’m not sure if your café has a formal "quiet policy." If it does, I would suggest training staff to apply it consistently and fairly to all customers. If it doesn’t, I believe the staff’s actions today were inappropriate and showed a clear lack of proper training.

As an Asian customer, I left feeling discriminated against. It is upsetting to see that others can speak loudly or bring in barking dogs without comment, yet my family was singled out.

Good customer service is essential to retaining loyal customers, while poor treatment will drive them away. I will not support a business that makes me feel unwelcome or unfairly targeted.

I hope you take this feedback seriously and take steps to improve staff training and ensure fair treatment...

They never seen too have any of the gluten free food available in this branch when I visit. Normally the staff and service isn't too bad, tables are slow to be cleared. Not the cleanest of neros I've been to. Last visit I asked them not to take payment through my app as I had a free code to use. They ignored and took it anyhow. Said they'd refunded my card and then charged me the correct amount but I've paid twice according to my bank so I'm really annoyed as 2 coffees cost me £12!! I will have to visit again this week to try and resolve but this is added hassle with a small baby. Not very impressed as I was made to feel a pain for asking them to take correct payment in the...

Coffee was good, staff were a little hard work as they seemed to be a little annoyed at having a que of people to serve. They took my order twice, the coffee was warm hot but not the normal hit so it was drink it quick or it would be cold quickly. The food was ok but the chicken pesto slice had 2 small chunks of chicken in and that was it. I would say I may go back but sorry no rush to go back after paying Iver £15 for 2 warm coffees a sausage roll and...