Caffè Nero — Restaurant in Milton Keynes

I arrived at Cafe Nero Milton Keynes centre MK At around 3:30-4:00. I am a heavily pregnant Muslim who wears hijab and niqab. I was visiting this area so I’m not from here, especially with the recent riots I already experience a lot of racism and was looking forward to a good day out. I usually shop at Costa so and thought to try cafe Nero and made an account, but obviously was unfamiliar with the point system. Waiting in the que for 15 minutes already I ordered one coffee and two paninis at around £14.55. The staff member who served me ( no name tag) with blonde hair slightly chubby didn’t advise to scan the app, paid and left. Obivously I wouldn’t know when to scan as I’ve never been here before. I asked if I now scan the app to which she said it’s too late. As i have never used the app I didn’t know you have to scan it before buying, and usually places like this prompt you. Otherwise I would of asked. I then asked is there anything you can do, can you put it on till to scan or provide paper stamps, she replied no and we don’t have any paper stamps, I replied can I refund it and put it through the reward on the app as id miss out on a free drink and it’s unfair to miss out as you don’t have stamps, or atleast refund the coffee, she said yes and spoke to her colleague. She went to her colleague for a while, short lady, short hair fringe with pink streaks in, who approached us and advised they cannot refund us without a valid reason and this isn’t a valid reason. I tried to politely explain I had no idea I had to scan it before as I wasnt even asked, and I’m missing out on a free drink and stamp. She then said for me to go to another Nero to get this stamp, I replied how can I without any evidence. It went back and forth despite pleading she refused. Already at this point my drink was done and my two paninis. She was smirking and talking in a rude patronising tone, and a few times her and her colleague would whisper and talk about us. I witnessed in the Que politeness to other members of the public, and great customer service. The only difference is I wear a hijab. I feel personally discriminated against and have never had this problem before. Please explain to me why, a first time app user, I wasn’t prompted, there was no stamp options and a refund to repay was refused however they was happy to refund under ‘change their mind’ and refuse service. I left very upset, and as a heavily pregnant women also, very tired and hungry. We ended up back at Costa, and food wasted which ideal. It felt intimidating as I felt ganged up upon in front of other people. As a Muslim I’d advise anyone to not go here. There are so many ways to assist a customer, but saying yes, changing your mind, then mocking me is not the...

I was in this store on 09.12.2024 and as I stood in the queue I watched Kai playing with his hair whilst making people’s drinks and serving their food. The last straw was drawn when Kai paused to dig his ear whilst making another customers drink. I asked for a manager and was alerted by the trainee that Kai was the manager. I asked Kai very politely to come to the end of the counter where other customers couldn’t hear me raise the above concerns. To my surprise Kai was not concerned with what I was saying and he proceeded to ask me ‘What do you want me to do, I have a queue of people waiting’. I told him to wash his hands and continue serving his customers, but highlighted that his behaviour was inappropriate and that I would be making a formal complaint. I am appalled that this is being done in a food establishment and I assure you that I will NEVER return to your MK store again.

The only positive is that I was served by a trainee Alex B who was polite, got my order correct and was very attentive to detail. Kai the manager has absolutely no business being a manager or working in this industry as his hygiene leaves more than a lot to be desired; Kai could clearly learn from his trainees or junior colleagues as they certainly...

Based on my experience this weekend, I will not be returning to this Caffè Nero. The cafe was unclean with chairs that have clearly never been wiped down as there were coffee drip stains running down the sides of them and food crumbs down the sides of the seating pads. The cafe looks tired and when I went to the toilet, there was no toilet roll. I asked for some and rather than the worker fitting it in the holder, they handed me a massive roll to use (which I then had to leave on the back of the toilet cistern).

When a worker walked past our table with a plastic tub, a piece of dirty, blue kitchen towel fell to the floor and this was walked past several times by workers (who didn’t have anything in their hands and so could have easily picked it up).

Furthermore, there was a very odd flavour to the English breakfast decaf tea (felt like it was lemon disinfectant?). It was horrible and my husband and I couldn’t drink it. Our friend had a cappuccino and the mug had a chip in it but it was still served to him. Very...