Caffè Nero — Restaurant in Wales

Professional in a crisis! I have a sensitive nut allergy and took the risk myself to have a drink from the menu without nuts in it but acknowledging the risk of cross contamination. I ordered a mocha with whipped cream. I checked with the server if there were any nuts in the ingredients & he let me look through the ingredient list of the carton of hot chocolate mix. He also promptly pointed me in the direction of the QR allergy code alongside giving me the standard disclaimer of there being a risk of cross contamination with nuts. I have had this allergy all my life & so I am comfortable with the risk I can occasionally take with some cafes and their risk of cross contamination. Generally speaking, in my experience with my allergy symptoms, I don’t get anaphylaxis unless I consume nuts & generally speaking, traces give me mild symptoms only that can be managed quickly with emergency medication to try and halt the allergy reaction in my swollen throat ASAP before it gets life threatening. He safely double checked with me to confirm that I was definitely comfortable to take the risk & made me and my partner two delicious drinks, beautifully decorated. Unfortunately, one sip of the drink proved to me instantly with throat itching & wheezing that there were large traces of nuts in my drink! My partner promptly got me my usual emergency treatment and, aside from a sore throat, we calmly avoided the full blown anaphylaxis. We did not alert the server of had happened, because we acknowledged that the risk was not in his hands & the responsibility of the event was mine. However, he was very attentive & came over to check if I was okay - spotting the EpiPen on the table. I explained to him what had happened and he was incredibly professional, kind & understanding - he made sure I was okay & acknowledged I couldn’t drink my drink and so gave me a full refund. I have had a lot of experience over the years with servers who have had varying degrees of understanding but he was so incredibly calm in a crisis, very thorough with the refund process and talked me through my concerns. We were so impressed & grateful! We didn’t catch his name but whoever the server with short brown hair working at 4:30pm on Thursday 28th December was...

EditTried for a 3rd time. Mistakes made again & 2 items not in stock so they sent replacements whichout my knowledge which I couldn't eat. Yet another battle between them and UberEats to try and get the items refunded but each kept blaming the other. I called the store and spoke to the store manager who was THE RUDEST 'boy' (he sounded about 15 with his sarcasm) and having got nowhere I complained to their Head Office. I wasn't expecting a reply as I didn't last time, however this time they sent me a cheque for a refund. NEVER will I use them again.

Second time ordering and YET AGAIN the order was incorrect! The first time they'd given me a vegetarian sausage bap instead of a meat one which was inedible, and this time they sent me some kind of tasteless weird tomato toasted sandwich which looked like sick instead of a mushroom and mascarpone toasted sandwich. Uber Eats is refusing to refund me!

The first order that was messed up Cafe Nero sent me a £3 voucher and told me that Uber Eats would refund the whole order as as well as the incorrect item, the rest of the order was melted, but Uber Eats wouldn't refund. This time with the incorrect toasted sandwich, Uber Eats app won't refund the item yet again!!

This branch of Caffe Nero really needs new staff. I mean how hard can it possibly be to get orders correct?!?!...

Unfortunately I can’t leave a good review on this Occasion . Staff let me struggle with food and coffee when I was with my toddler. Not ideal at all - staff could simply have offered to carry it over for me , as I had spent over £15 also - not cheap ! Coffee didn’t taste very nice either - think the milk was burnt which was extremely disappointing as I was looking forward to a coffee , being a busy parent. There are high chairs available but space for a pushchair extremely limited, just to bear in mind if you have a baby /...