Caffe Nero

mickeymouse303

I was at Caffe Nero yesterday and was carrying my hot drink to a table. Someone barged past me, knocked my drink out of my hand and all over the table/floor. The staff saw what happened and didn't offer to help me clean up the mess, they just watched me do it. And I went back to the counter to ask whether they could make my drink again, and they still charged me for another drink. I find their customer service really poor and I don't think I'll go back after this. I spilled my drink at Starbucks once (it was actually my fault that time) and someone rushed over to help me clean it, and they re-made my drink without charging me.

Has anyone else had a bad experience with Caffe Nero?

Stevie_Palimo

It is not normally a blanket service offered by the coffee shop chain it is down to the staff that man them and they probably had a bad day in the store you visited. Not what you want to hear maybe but in most circumstances like you have described an offer of a refill would have been given without charge if the incident was seen not be your own fault.

Upsidedown_Bear

Have you contacted them about this?
This is the email address if you want to:
[EMAIL="complaints@caffenero.com"]complaints@caffenero.com[/EMAIL]

From here:
Contact Us

marliepanda

If it was a customer then sadly it's not Caffè Nero's fault, it's that customers fault. The only claim for a new drink is from them.

fleshandbone

That is terrible service

Bogalot

What did the person that barged into you say/ do? They're the one at fault here.

NBLondon

I'm surprised that they didn't come out to help clean up - just to cover themselves if another customer slipped on the wet floor. But, as others have said - offering to remake the drink is a courtesy, the person who barged you should have apologised and offered to pay. Unless it was a member of staff who barged you - in which case, there should have been effusive apologies and a free drink perhaps?

hollydays

How did you clean up a cup of coffee from the floor?

dacouch

Nero's are on my avoid list on account of them actively avoiding paying UK corporation tax

Paully232000

I know that they dont need to give you a replacement coffee, but as a gesture you would think they would, given the prices they charge for a cup and the price to make.

I was somewhere the other day, and an independent coffee place did just that, even though it was completely the fault of the person with the coffee, who dropped her first cup.
I have even had Macdonalds give a free coke when i have dropped my drink on the carpark, through noones fault but mine. For all they knew I could have been a quick drinker and chancer. :-)

Hedgehog99

Do you want to pay, say, a further 5% mark-up on your coffee every time, to pay for free replacements for people who spill theirs?

They should have helped clean it up though, from their own H&S POV.