Caffè Nero — Restaurant in Stoke-on-Trent

Ask to use the toilets staff never mentioned I needed a key, so had to go back to the counter to ask for the key. When I unlocked the toilet it was awful. Also coffee cup was only filled three quarters no sure why..must been multifunction with the coffee machine🤷‍♀️ who knows..mystery Visited on 25th March 25, both staff stood outside one smoking and other staff ushering her colleague outside. Few minutes later they both walk in talking to each other. Whilst one Colleague was showing the other colleague something on her phone, whilst she removed her coat ( don’t mind me I’m just the customer carry on- poor service) Staff member final acknowledges, whilst in the middle of explaining to the staff what I wanted 2-3 times. Her colleague interrupts stating that another customer was complaining about a product. Asking her colleague to taste the product. (Colleague stops serving me to taste the product. Tells her colleague there’s nothing wrong with the product) Both staff members had any customers service skills, manners or common sense, especially the staff kept interrupting her colleague. This store is deteriorating very fast. Some members of staff more helpful than others. When I went in the week prior, I was served young female friendly polite. However the staff was outside again which seems to be common thing in this store. Talking to a colleague who had a day off, Whilst serving me. I will use other stores instead this store won’t be...

I had an unpleasant experience during my recent visit. Despite being first in line, I was overlooked by the staff member who assisted me and had to approach her to place my order.

Additionally, I was charged for an extra cup of coffee I didn’t order. When I brought this up, the staff member claimed I had ordered three cups, despite only preparing two. This felt like an excuse rather than a genuine attempt to resolve the issue, which was disappointing. On a positive note, the other staff members I interacted with were kind and friendly, which I appreciated.

Unfortunately, the coffee I received was overfilled, and the lid provided was faulty, resulting in it spilling in my car. This added to an already frustrating experience.

I have been a loyal customer of Caffè Nero and have always been polite when ordering, but this experience has made me reconsider whether I will continue visiting this branch—or the chain in general. I hope this feedback helps improve service...

As a regular customer of Caffe Nero, I was deeply disappointed by my recent visit.

Upon entering, instead of being greeted with a warm welcome, I was met with an announcement that the shop would be closing in 20 minutes.

Not only was I taken aback by the abruptness of this statement, but I also felt unwelcome and in the way.

From my point of view, a simple greeting and acknowelegment of my presence would have made all the difference, instead I was left feeling like an inconvenicence rather than a valued customer, while I understand the necessity of closing procedures, it's crucial for businesses to prioritse customer experience even during the final moments of operation.

As someone who appreciaes the ambiance and quality of Caffe Nero this expereince left a sour taste in my mouth, I hope that in the future the staff will prioritise hospitality and ensure that every customer feels welcomed and valued, regardless...