I have to recommend the staff here. I am Disabled, I was have long a really bad day, probably one of my worst days in the last year, and I met the Staff in Nero who really made my day. I was really upset that day with how bad my day had been, I was In so much pain. There were 2 staff on and they found me a comfortable seat, took my order, I couldn’t work my phone for crying, and they just looked after me from start to finish. But not only did she just take my order and bring it to me, every few minutes she would check on me, they both kept me in check that day, and I am eternally grateful to your staff at Cheltenham High street. For improving my mental health that day. They are truly wonderful human beings. You have the very best people there and am so grateful to your guys. I will always go there and will always recommend them. No wonder they are so in demand. Great Baristas, the best, great food, but the best people, like your best friend. They really do care about you. THANK YOU, all of you. Kind regards, Ian Mills

The Eastbourne store is one of my favourite stores and usually I am very happy with the customer service… especially with the morning staff, and giving a review and especially one that it is not positive, is not like me at all. It is the second time I’ve been served by the same staff (unfortunately they don’t have name tags hence it is difficult to say who it was) and customer service was horrible! Firstly it was 3.30pm Sunday and I understand that the coffee shop closes a bit earlier, but one of the staff members had already started cleaning procedures and despite 4 other customers waiting behind me, it was only one staff member servings. Waiting time aside, which isn’t the end of the world, the barista didn’t even greet me.. she was playing with hair hair whilst looking at me waiting to give my order… once order was given, the two staff members were constancy chatting to each other, and once my coffee was ready and I paid for it, I thanked the staff and I was expecting a thank you back! Her response to my thank you was “sure!! And this is the second time with the same staff member. She looked like she hates the horn she is doing and in my opinion she shouldn’t be working in customer service… I’d like to add a that the lady before me was quite confused with the lack of attendance too, we made eye contact and she nodded to me what looked like “yeah, I know!! I cant believe her attitude either” kinda look! …. The coffee is lovely and all other staff are amazing! One star only for this repetitive incident…

We arrived at the branch at 5.20 yesterday. The shop is due to close at 5.30 but all the chairs etc had been taken In and though the shop door was open one member of staff was cleaning the floor, the other was behind the till. We asked if we could just get a take away, we were told no as the coffee machine was off and she was rude and abrupt, verging on aggressive. We said we’d take our money and custom elsewhere to a shop that had polite staff. Starbucks won our custom and the staff member was lovely! Either the shop closes at 5.30 or not. You don’t close 10 mins early. And to be frank, it looked like they’d closed earlier. You close on time then you clean down. On questioning this rude young lady said: we’re allowed to close 10 mins early. Really? So don’t advertise you close at 5.30. We’d have gone elsewhere. I love the coffee at Nero and am a loyal customer. I work in central London and use the shop at Charing Cross and the one on Bedford St. The staff are nice, polite and to be honest, make better coffee. The coconut flat white I order at Bexleyheath always tastes weak but not at the others. I spend a lot in your shops as it’s one of the most expensive chains, as does my husband. I do not expect to spoken at like we were yesterday.

For starters, consistently the best quality high octane coffee out there, keep it going guys! Now the app, I design processes so I generally consider apps and the accompanying processes a real faff with little return for the inconvenience of using them, however the Nero app is simple, works just like the paper version plus the extras... I’m of little faith when it come to winning big, BUT ‘shake to open the cracker’ shaking a cracker is so much more fun than pressing a button! When I shake it my feelings are like the expressions I see on the face of my five year old son, either utter wry disappointment on a naff joke, or visible joy when winning a stamp! ...a great moments fun! Reality is, rather than carrying loads of stamped cards I carry loads of digitally stamped cards; my next game is just symmetry (and bragging rights over my wife on our Saturday morning coffee stop); can I get 1 fully stamped 3x3 card, plus another 9 fully stamped cards before using them... 👍🏻😄