Caffè Nero — Restaurant in West Suffolk

This review is for the delivery experience—the in-store service is almost always great. When ordering through Deliveroo or Uber Eats at this store, I often order food and then receive something different or nothing at all because the food was not in stock. I then have to manually request a refund whereas other companies on the same delivery platforms do this for you automatically. So my suggestions would be:

Update your stock on UberEats and Deliveroo. If it’s not in stock, people shouldn’t be allowed to add it to their basket. If you don’t have the item the customer ordered, organize their refund through the delivery platform. Don’t make them have to do it. A scrawled note on the receipt telling the customer they should request a refund seems like half effort.

It’s almost like this store views the delivery orders as lower priority where customer service is concerned. As I said earlier, if you’re going in store then you will probably have a...

You should train the trainee barista(a European lady with a hair bun wearing red tshirt) to have a better service mind and perhaps a better attitude. She was moody the whole time I was there and quite rude and not just to me she was rude to other customers as well. I ordered Millionaire hot chocolate, blueberry muffin, lemon curd muffin, and a sausage roll. When i asked for the receipt she said she threw it away and couldn't reprint for me. What kind of excuse was that? I understand the pressure from the high volume of customers on Sunday morning but she should be reminded that those customers were here and spent money not begging for free food. On a different note, Food and drink were...

Having previously rated 5 stars I don't feel I can anymore. Since October last year when the last manager left unfortunately it has made a difference to this branch. I feel they have had difficulty recruiting but now it feels dirty, messy and the service is hit and miss. Then to my (and many others) dismay it is now not open until 9am (from 7am). Starbucks queue at 8am was substantial because of it. I hope they are able to sort out staffing and the state of it. Instead of sharing the love between Nero and the local independent Victor Victoria .... they will be getting...