Caffè Nero Reviews 1,007

Deceptive Vouchers & No Customer Support – A Warning About Caffè Nero

I’m writing this review out of frustration after being completely ignored by Caffè Nero’s customer service team for several weeks, despite multiple emails and follow-ups.

The issue began when I tried to use a voucher they issued—an offer they promote to reward customer loyalty. However, the voucher failed to work at the till, and I ended up having to pay full price for all the drinks I purchased that day, even though I shouldn’t have. This wasn’t a one-off misunderstanding—it was a failure on their part to provide what they promised.

I immediately contacted their customer service, clearly explaining what happened. I expected a quick response, even just an acknowledgment. Instead, I’ve been met with total silence. Weeks have passed, and despite chasing multiple times, there’s been no reply, no explanation, no resolution.

What’s worse is that this wasn’t just about a small technical issue—it’s about a company advertising promotions that they don’t honour, then disappearing when customers ask for help. That’s deceptive and deeply unprofessional. They had every opportunity to correct the problem, but they chose to ignore it.

If you’re thinking of using a voucher or relying on customer service from Caffè Nero, be warned: you may end up paying out of pocket for something that should be covered, with zero accountability from their team. I will now be sharing the full story publicly on social media, review platforms, and consumer forums so others are aware.

Caffè Nero does not deliver on its promises and does not care to fix its mistakes. Think twice before trusting them with your money.

Caffe Nero have a sign up promotion where you get 2 coffees upon sign up.

They have no intention of actually offering this promotion and when you contact support you’re lucky if you gef a response back that week.

Don’f offer promotions if you can’t offer the rewards advertised, will be getting my coffee elsewhere in future.

We love the Stamford Caffe Nero! The people that work there are so lovely, especially Charley! We always have such a good laugh, and she always knows our orders!
If I could give her more than 5 stars I would!
from the JoJo girls xxx

I went and sat in the coventry caffè nero in the lower precinct yesterday with one of my friends and their coffees are incredible! A little bit slow but worth it

There appears to be miselling going on the branches in around Cardiff
On different occasions went to several branches for a flat white. On the first occasion, the barista muttered something about Arabia beens, and asked is that correct. I said yes, only to find when i paid i was charged an extra 30p for their limited edition coffee bean - no difference in taste.
On second occasion at different branch i asked for a flat white and the barista mumbled something, not even asking me for a response and charged me for the limited edition bean.
On both occasions at first i thought it was me
On the third occasion went to another branch and when the barista muffled something i said no and asked for std coffee beans. He then spoke up to offer the special edition coffee bean offer.
Is this the new tactic to get more money for loyal customers? You have lost me as a loyal long standing customer

Total rip off. Got a sausage bap which comprised one single sausage cut into 4 parts. Far more bap than sausage by a margin. Take your money elsewhere.

Visited a local Cafe Nero this evening at Broad Street, Worcester. The barista was quite arrogant from the moment she served me. Her tone was harsh when she asked "You sitting in?"...I told her which cake I wanted by reading the name label on it - which was in the wrong place (next to a different cake). She got the wrong cake which was inevitable, but she was really arrogant and made it out that it was my fault I said the wrong name. I clarified I read what's on the label, she said the card was put there by mistake - which wasn't the problem, mistakes happen but she was so patronising about it and then abruptly said "I've changed it!" Without making any eye contact. As soon as the next customer arrived, she was fine. Whole point of attending your local cafe is to wind down and relax for a while, but she put me in an unpleasant mood. I was with my 2 teenage daughters and I tried not to let it on that I was bothered too much.

Visited the Croydon (George Street) branch with my niece. My niece was served by Michael who provided amazing service and made such yummy drinks! My niece was over the moon with the service received, she said Michael is the nicest Barista she’s ever encountered. The Croydon branch is very relaxing and has a lovely atmosphere; my go to place (as is the Streatham branch of course).

Just been to cafe Nero Watford. Alaisia made the best cappachino (extra hot, wet & extra shot) I’ve had in a while. All the better as it was served with a smile!

The sandwich with Pesto not so nice.

I've always enjoyed a certain north London branch and had polite service. This time, though, I was disappointed. The "barista" took my payment (£8+) without a word, then wandered off while I was waiting for an item. The wait wasn't really long but felt like it. That "barista" eventually served me, off-handedly. It was tempting to have words with them, but I didn't want to be accused of racism because of their ethnicity. Unsatisfactory service is the same regardless of a person's ethnic group. Fortunately the snack was quite nice.

Sad, Now Nero’s cafe on the way out…opening 8am instead of 7am? Shame will have to look for alternatives now for my socialising with good customers there, always friendly and welcoming. Truro such a nice place too!
Susie x

They sent me an email with a voucher for a free coffee, so I opened it and it took me into my Nero app and in front of my very eyes, all of the stamps I was saving up were deleted. They stole my stamps!! And they gave me a fake voucher which deleted all my stamps, which was probably the intending idea
I’m absolutely disgusted and when I emailed them, I got no help, nothing, they didn’t even bother to mention the reason why I emailed them, which was about the voucher and my stamps. In their response and just told me to refer to my app.
I won’t ever come back again.
Abysmal!

Café Nero at Edinburgh Waverley station is a disgrace. Used cups and napkins scattered around the floor and tables with longstanding stains. Staff don't seem to worry about the mess and are content talking to each other when no waiting customers. The coffee and pastry were fine but completely spoiled by the surroundings.

Great atmosphere. Clean. Good music. Friendly staff and helpful too. Lovely Coffee and cakes. ( Cheese cake)
Wimbledon. Queens Road. SW19

I haven't been to cafe Nero in Reigate for some time but went on Saturday. The downstairs area looked fine but we sat upstairs which was grubby with dirty floors and even dirtier customer toilets. The whole place needed a good spring clean. Very tired looking.

Coffee for some reason has now gone down hill .. very bitter ..we always used Nero coffee shops but after so many visits we now much prefer Costa
On a second note the coffee shops are mainly not clean.. windows..floors and tables need a review on a cleaning rota

Cheltenham trade park - the Barrista's fingernails are 3 inches long and she was more concerned with protecting her hands than serving a drink - surely people who choose to work in hospitality should 'dress' appropriately.
Two lattes and a bun took about twenty minutes and extra time on the card machine as she couldn't punch the numbers - only approach them sideways on fgs.
I despair.

We went into our local Neros(Newquay)where we were met with a lovely welcoming smile and greeting
There was a small queue but the 2 ladies worked quickly and really efficiently
Katy and Vanessa interacted with the few of us that are in queue so it didn’t even feel like we were queuing
The store was neat and tidy
Havent ever left a review before but this definitely need one
Keep it up girls

I recently visited a cafe Nero and, unfortunately, had a very disappointing experience due to poor customer service and cleanliness issues I also noticed that the café was not well-maintained. The tables were sticky, the floor was dirty, and there were used dishes left on multiple tables for a long time

I used cafe Nero regularly, it is my preferred coffee shop. Yesterday we went to the Lincoln centre shop and found the toilets to be dirty and smelly. Cafe Nero is not renowned for clean toilets at the best of time, but this was really disgraceful.