Caffe Nero in Portsmouth

I visited Gunwharf Keys today , the kiosk in the square. Having waited 20 mins I made my order and really wished I had gone elsewhere. The woman was so rude, all I wanted was a small americano and a flat white. I was told we don’t do small americano only regular. But the takeaway cup for the flat white was small, I’m sure with a bit of common sense the americano could have been adjusted. She had absolutely no customer service skills, barked instructions at me, clearly Caffè Nero only employ rude staff , I had a similar experience in Farnham. When I informed Caffè Nero, I did receive an automated reply and have had no contact since.

Subject: Serious Complaint Regarding Recent Experience at Café Nero Gunwharf Keys, Portsmouth Dear Management Team, I am writing to bring to your attention a deeply concerning experience I had today at your Café Nero branch located in Gunwharf Keys, Portsmouth. At approximately 5:30 PM on Sunday, May 5th, I purchased a hot chocolate and two teas, totaling £9.20. Despite having the receipt, the entirety of my visit has left me profoundly disappointed and reluctant to patronize Café Nero in the future. Upon entering the café, I immediately noticed that the staff appeared overwhelmed, with one particular employee expressing frustration openly to her colleagues. Throughout my time in the queue, it was evident that the staff were under significant pressure, which unfortunately translated into a negative customer experience. As I waited for my drinks, I overheard disturbing conversations among the staff. One employee openly admitted to fabricating excuses for unavailable items, such as cream, out of sheer laziness. Furthermore, there were discussions regarding potentially fraudulent activities, including suggestions to falsify paperwork checks. These revelations were deeply unsettling and cast a shadow over the integrity of your establishment. However, the most distressing incident occurred as I was leaving the café. One staff member, whom I can only describe as a woman in her late 50s with dark short brown hair and tinted glasses, hurled profanity at me and my family, instructing us to dispose of our "f*ing' rubbish. Her behavior was completely unacceptable and left me feeling shaken and disrespected. Despite my desire to address the situation and request a refund, I regrettably chose to leave due to the distress it caused my elderly mother. Nonetheless, I am compelled to seek resolution and accountability for the actions of your staff member. I urge you to conduct a thorough investigation into this matter and provide a clear explanation for the conduct of your employee. Additionally, I request assurance that appropriate measures will be taken to prevent such incidents from occurring in the future. While I may not have the name of the individual in question, I trust that you will be able to identify her based on the provided description and take appropriate action. I sincerely hope that you will take this complaint seriously and address the issues raised to ensure the continued reputation and success of Café Nero

Arrived. Barista on her phone. Got the drink wrong then looked at me like it was my fault. When I then asked for a straw was glared at. Maybe teach your staff some manners

When is this company going to limit people sitting down for one coffee and using the the place as an office for free internet and meeting space , we ordered food and coffee yesterday and yet again we had to share a table , its not fair to people who want to eat , great staff always friendly we use the place 4 times a week .

Excellent service and lovely hot drinks definitely needed in this cold weather. Clean tables and comfortable seats 🙂

Ordered a fruit boost strawberry and peach and my mum had frappe creme. Neither had any flavour, bland and horrible. Staff friendly and changed our order but beware and don't order these drinks. They cost a lot too.

Please second time today at portsmouth and Petersfield please do some training both cafes ice flat white didn’t look like pictures as you walk in , Petersfield no cream ready waiting had to re do , lovely coffee but please give some training

Awful, asked for a latte frappe which was more like a slush puppy, all ice and no fluid couldn’t taste the coffee, the cost of them are not cheap. Very disappointed, waste of money. If it wasn’t so busy I would of taken it back for a refund. Wouldn’t go back.

Staff member got my number and took me out on a date. It was a great evening, amazing food. The free Nero sandwhiches were a plus. However his performance at the end of the night didn't live up to the Neros Promise of pure satisfaction. Had to pull the electric twizler out to finish the job when he left. 4 / 5 .

Manager needs a review. She didn't understand what had happened prior to taking over, even asked staff what happened to my order (issue was mocha put thru as hot chocolate and I used my £1 for coffee offer on that order) cancelled the order to start again. All fine to do that but then refused to redeem my offer again as it was showing as redeemed... Not sure how she missed that part and after explaining twice she didn't understand and rudely suggested to reduce price to a £1. Is as going to say no it should be £2 with the 2 coupon codes I have for the two drinks but decided to leave it as for her rudeness it's the least she can do. Sort it out guys.

Good coffee and great service, clean and comfortable seating, and as I have to use 100 characters only 3 to go now, I would recommend it

Placed an order which was made incorrectly. When we queried the order we were told that we had placed the order wrong. The staff member then turned around to remake the order. Whilst doing so he told a colleague that he hates people. This was very clear to hear. Nice setting and location. Shame about the rude staff.

Friendly and informative barista who advised on the new summer range. Coffee as always spot on, so consistent from this store, we have used both outlets in GWQ. Today we used the mobile store in the centre of GWQ.

I enjoyed a quick 'cuppa' here whilst shopping in Gunwharf Quays. No complaints - great service, friendly staff and a decent brew. What's not to like?

This was a cut above the normal Nero. I liked the layout. The staff were so very friendly and helpful. And the food and drinks were just right. One of the better places at Gunwharf.............. to be returning to soon.

A good place to grab a light breakfast or lunch. Use the takeaway option and take your food out to Gunwharf Quays where there are benches within a 1 inute walk which give wonderful views over the solent and of the Spinnaker tower.

Nero remains our fave chain and on a very chilly day of visiting Gunwharf and the Dockyard a warming hot choc was just the order. It's a shame though that this is more a takeaway place now rather than the previous indoors offering. Fine for a Summer day but not the best for a chilly wind!

Went in for a lovely cup of coffee and cake, you cannot have one without the other. Served in timely manner and lovely . Attentative staff. Nice atmosphere and great spot for me to avoid shopping.

If I could change one thing about Neros it would be the waiting to be served system they use. Why not use the Starbucks method to reduce queues? Or better yet, take the order then bring it to you?

So lovely to have coffee on a cold day while shopping in Gunwharf. It;s near the shops so very accessible to shoppers.

Mientras comprando de Gunwharf de repente me di cuenta que necesitè tomar algo y me vi Caffe Nero y decidè entrar. Por supuesto fue sofisticado y no es caro y sobre todo tienen cafè delicioso. Credo que este Lugar es mi favorito abhors y quiero volver pronto.

Definitely the best flat white I've had. The amount of times I order a flat white and get given a latte is unbelievable. Croissant tasted very nice

Good coffee and quiet enough to meet friends and chat. It was good to be able to share a table and be served by very pleasant staff.

Disappointed that this coffee shop did not accept the Armed Forces Service Discount card. In the home of Royal Navy I would have expected better than this. Costa and Starbucks accept the card!!! Will not be going again.

This coffee shop is tucked away behind the Spinnaker Tower and well worth seeking out as the coffee is strong and made from well roasted beans that give a good depth of flavour. They make a good cup of tea too.

Very enjoyable trip with Delicious coffee, lovely staff and quick service. Will be visiting again - splendid!

We went to Cafe Nero with my best friend. We really enjoyed it, the drinks were good and the place is very comfty and beautiful you really want to stay and spend some time there. The place and staff are really welcoming.

Stopped off for a break from shopping lovely food great service. Helpful waitress, well recommend this establishment.

Stopped off at the smaller Cafe Nero in the centre of the shopping square. It was busy and a queue was building however the staff within were very polite and apologetic.

Not much to say other than the coffee has been good every time we've been here and the small selection of cakes and pastries is good enough. Nice place just out of the way around the corner from the other shops to relax.

We enjoyed ourselves with a light coffee and some biscuits in this beautiful little place. Prices are fair and cheap.

A good place to relax in between shopping. Wide range of coffee and other drinks, plenty of choice of cakes and other snacks plus friendly ambiance.

Caffe Nero definitely gets our vote over other coffee shops. Not sure why, but others just seem so S L O W serving customers.

Good place to work and wait foor visitors at the same time Good to have free Wi-Fi and allowed a PhD student to work, while remainder of family were shopping at the Quays.

Outstanding coffee! However the girl behind the counter had her hair down and well I know it should’ve been tied up because I’ve previously worked in a coffee shop for 4 years and know for basic health and hygiene reasons it should’ve been tied up.

Esperamos 10 minutos para que nos sirvieran, pedimos 2 Frappes, nos atendió una joven que no era nada educada.

Cafe Nero ha sido durante mucho tiempo mi favorito en la lista de compañías que ofrecen café en cada una de las calles de Inglaterra. qué pena que se hayan retirado a la venta de quioscos. Aunque hay 4 sillas de interior, el café se sirve en "tazas con tapa" de cartón. ¡Esto es, en mi opinión, grosero y no veo una justificación razonable para hacer esto!

Entramos aquí después de pasear por las tiendas. Soy celíaco y tengo que comer una dieta estricta sin gluten y también soy intolerante a los lácteos. Tomé un capuchino hecho con leche de soja (¿podría haber tenido coco? A un costo adicional). Le pedí al personal que verificara si podía tener el chocolate encima de mi capuchino (el libro de alérgenos tiene una letra tan pequeña que apenas podía leerlo), así que simplemente no me arriesgué. No hay una gran variedad de tartas o galletas adecuadas para mí, pero hubo algunas cerca del punto de la caja.

Always good coffee, with several types to choose from. Nice cakes and cookies etc, but for lunch limited with baguettes and toasted sandwiches. Good quality though.

Always good coffee and a great range of drinks. Long queues are a bit frustrating. Cake and treat options could be better.

Cafe moved from one of the shops to a kiosk in the square. Service was good and drinks prepared well. May be a problem on the winter and will miss the shop.

Normally go to Costa but busy. So decided to go here instead. Prices a little more expensive. But good quality

This is an ok place to stop for a coffee but it is served in take away mugs and a wooden stick to stir, not my prefered way to have a coffee, but it was a good drink, and I could sit and people watch.

A break from shopping on a busy Bank Holiday Monday - dairy free cappuccino, made with coconut milk. We sat at the tables outside in the sunshine. The staff came and cleared and cleaned the tables - it had clearly been a very busy afternoon.

Great coffee and cakes, served by happy friendly staff but it's location is weird and people use it as a cut through which continually disturbs your chill time.

It was very busy and there was a long queue waiting to be served. Coffee was good though and service was friendly.

A pleasant family breakfast after a long drive. Efficient and friendly staff, great coffee and toasties. Almost missed the new location however.

Nice little café, friendly staff and good coffee. extra snacks were a bit pricey but nice never the less. Ok for a quick coffee/drink

This is the second Sunday in recent weeks that we have gone for coffee and there has been no toilet paper in the lavatory. There is form on the back of the door which says the toilet has to be checked several times a day, including before opening. Neither time has this been done and this last time it hadn't been initialled for the last days three checks. We were there before 9.30 so no one can say that it had run out during the day. Come on, people, this is a basic thing to do and spoils a nice place to go for coffee or a snack.

Los Caffe Nero los encontraremos en muchos lugares de Reino Unido, incluidos aeropuertos. Tomaremos un café acompañado de algo de comida de elaboración industrial. El precio, para su calidad, podríamos decir que es aceptable. Digamos que es la opción segura.

This branch of Caffe Nero, located at the base of the Spinnaker Tower, is a definitely an improvement over its previous corner location. Not only is it much more spacious, but with its high ceiling and tasteful decor it has a relaxing vibe.

New location, same great coffee. Always liked the coffee but found the old location a bit dreary. The new one is warm and welcoming.

Quick service and nice staff. Will return on my next visit. Coffee was nice, it can vairy from different staff but otherwise good today!

We didn't realise that the old cafe Nero had closed - then stumbled across this newly opened one. Very pleasant...

The old premises was always too popular and despite the staffs best efforts was not clean or relaxing. The new...

Caffè Nero have moved from their corner premises in the Central Square and are now open at two sites, in...

First visit to this coffee shop. I had great lemon cheesecake best for a long while , polite staff and...

Caffè Nero has moved round to the front of Gunwharf Quays, near Subway and Burger King. I guess they’ll get fewer people but for lunch today it was pleasant, quiet and clean. The service was great and the drinks and food really good. We will return. Much better than the crowded mess that the cafe used to be when it was right in the centre.

Ordered two Decaf Latte, advertised at £2.60 each - more than Costa Coffee! However, I was charged £5.40 as it was extra 10p each for Decaf - what a rip-off! Coffee arrived in a 'regular' size - I would have called it small, actually and it was very strong indeed with loads of foam and very little milk. Had to request extra hot milk to make it palatable.

Came in and it was quiet. The service was very quick and the coffee that I had (plain cafe latte) was extremely smooth. The decor inside is very rustic as if you are in Milan itself. I also like the water cooler on the side if you are just thirsty. Very nice indeed

A very nice little outlet, provided the weather is good. Plenty of external seating plus a few under cover. Usual CN fare.

A nice, large cup of coffee albeit served in a cardboard cup. Not much room inside, but nice on a warm dry day!

always consistently good. best coffee - looking forward to opening of new cafe on gunwharf quay. it's been too long since this one closed.

I regularly visit my local Caffe Nero and enjoy my visit. This one was just as good. I was happy with the service I receive and the quality of the drinks. There is plenty of cake and pastries available, too. There is a small outdoor seating area at the front of the cafe. This was a nice place to sit, but there was a strong smell from several people smoking nearby. Many places now ban smoking, even outside.As usual, I would happily come back again.

often call in here when shopping as you know what you will get but here nice seat outside to relax when on a mission to get bargains. Good seating area and centrally located

Lovely and clean small seating area outside so you can watch the world go by while drinking your coffee

Purchased a coffee and water. I just counted 8 tables that are not cleared. Had to ask a waitress to clear my table so we could sit down. Just watched 1 Custer clearing and cleaning his own table.Floor dirty etc etc!!Considering how damn expensive this place is, what an utter disgrace!!!Nero I could take some pics of how awful this place is but I'll save you the embarrassment.

Busy day shopping so called in to relax with a good coffee. This cafe can get very busy, sometimes you need to be patient.

Very busy at lunch time rush, staff are very helpful and friendly, service speed good, heated sandwiches arrived quickly.

Always had good experience at Nero's before but horrendous here! Fifteen minute wait in the queue because staff slow to serve. Coffee cold and bacon sandwich barely warm. Cafe was busy but that is no excuse for poor service. Won't be visiting here again in a hurry.

We went here for morning coffee when we arrived and are regular Nero customers. Coffees were great tasting and served hot and with a smile, loyalty cards stamped and then not so good!! Lots of people hanging around not drinking using wi fi and making the place untidy. The tables were quite soiled and papers, cups, etc left without being cleaned away. Shortage of staff?? Not sure if these places are franchised out but the owners need to go visit them every so often as I am seeing a decline in standards there.

From the moment we arrived we were acknowledge by Alice who apologized as she could not serve us immediately.Our orders were not so straightforward as we had loyalty iPhone codes and on top of that another reward scheme for birthday celebration cake.No fuss no bother. As Alice served me the cake she said "how I wish I had a candle to put on the cake" That was so sweet.The Belgian chocolate cake was yummy and the coffees so good.It's a long time since a young person serving us in a cafe was so pleasant. It made my day.Thank you Alice for 5* plus service with a beaming smile.

Being an avid a loyal Caffé Nero customer I opted for a coffee and a toastie this morning as I was slightly early for work. My coffee arrived before my toastie so I took a seat and proceeded to read my news feed. My sandwich arrived and it was flat like the thing had been sat on. I challenged the staff with "this isn't supposed to look like this?!!" As I have eaten them plenty of times as this is the only coffee shop I use. The answer of "yes it's the cheese shocked me ..... to the point I was speechless. DO YOU THINK I'M STUPID?? I've eaten this plenty of times and it's never been served to me FLAT .... it's normally presented as a toasted sandwich and an inch thick and not something thats less than 5mm thick. Well done Caffé, you just lost yourself a customer that's been coming to you for years. Starbuck app downloaded and I'm switching sides despite the recent bad press with regards to their financials, I'm still a little confused and very disappointed.

Mr. Pawel made me a very good "Cortado" Esspresso on my request despite this was not part of the range of product served at this Cafffe Nero site (089)I enjoyed the sunny and clean terrace with my croque monsieur and special coffeeThank you to Pawel's Team to have been so accomodating in they professional manorI will be back soon.

Best decaf coffee on the high street and they make a mean espresso too. The food is good quality but the usual high prices for this and similar chains. The cafe has plenty of room but will be busy at peak times.

You can go to Caffe Nero and be certain of a good cup of coffee and tasty pastries - our two visits during our shopping trip did not disappoint.

Well the lady serving us got our order wrong twice (unimpressive when it was just 2 hot chocolates) and managed to conduct the whole transaction with neither eye contact now a smile. Choice of clean tables to sit at. Lacking in character.

A pleascent vist with top notch coffee nice seating area I try to sit outside as it can be abit claustrophobic when it's busy inside was served quickly by a friendly batista. One issue I have though is the person in front of me had a dog and it peed on the floor nothing was said I feel that dogs should not be allowed actually in the shop.

Popped in before hitting the shops, plenty of seating some outside too but too chilly today. Clean tables and seats, no left over crumbs! They were handing out samples of their chocolate twists, very nice.

always busy and takes ages for the tables to be cleared.many times the tables are not wiped,seating area outside as well.use this café a lot for convenience to the shops,expect long queues,

My Favorite coffee shop!Unlike some other chain shops you get a double shot in all coffee's, unless you request less.Service is good and pleasant, but they can suffer from their own success becoming VERY busy at peak time during the weekend.If you can put up with the frustration of a long wait you will be met with a smile and a great cup of coffee to go with it!

Poor hygiene. The toilet had months of thick heavy accumulated dirt around the floor, bin was overflowing, toilet filthy. Tables all full of uncollected dirty cups. No effort of friendliness from staff. Coffee reasonable. Won't be returning.

Very good costumer service, very long queue out side but very efficient baristas who make a great Hot Chocolate, I don't know he's name but he very style beard guy! Make me very welcome and manage that busy shop with a very good skills, definitely likes what he's doing! Outstanding.

lovely meal with friends. Food was fresh and tastey. Cheesey sharing plateau for starters is well worth a go

Great selection of coffee's all served hot! Great selection of cakes, reasonable prices, friendly and attentive staff.

the place is dirty the seats look like a dirty mechanic has sat on the chairs . floor sticky and overall the place could do with a spring clean.staff ok but it does well as its the only coffee bar open first thing in the morning.

Called in for an early morning espresso shot on route to IOW Ferry - questioned the size of the measure and was told quite bluntly that's it.... Appreciate a shot is not the largest measure but this looked short of the usual measure. Second poor experience here which is unusual for Nero's - will stick to my local Nero's in future in Fareham.

I went to order a latte and I received a flatwhite I'm very disappointed in this. When I pay for a coffee it's got to be good not the wrong coffee

No surprises, large seating area with variety of seats and tables. Service a little slower than some I have visited but it is popular

Very dispointed by the rudeness of the service staff. On top of this I had to experience the longest queue in a Nero Cafe. Normally I am a big fan of Nero, but here I wil avoid it for a while until it improves

The coffee was amazing, also the price is acceptable. Some tables look quite old. But in general, it was a nice coffee moments. Thank you

Buen café,clásica cafetería,colas para pedir,tienes que servirte tú mismo,lo normal en Inglaterra,me gusta ir.

me encanta este lugar, esta muy bien ambientado, es tranquilo, el cafe y las tortas deliciosas, un buen descanso para la zona de shopping que tambien es muy agradable. muy amable el staff tambien

Warm welcome by staff, served quicker than most coffee outlets. Plenty of tables, small & large ones . Children are welcome.

Cafe Nero is always my 1st choice no matter what Town I'm in. Gunwarf Quays didn't disappoint me either. Friendly staff, quick service (with a genuine smile), great drinks and food. Tables here are a little small so we had to split our party in two but still a lovely place to relax.

The coffee was very nice but my trip to the toilet was horrible. No toilet pan and wee all over the floor with a smell that could strip paint. Come on guys clean the toilet.

Met up with a friend before going to the cinema for an evening show. The place was disgusting. Very few tables were cleared, which seemed odd considering there were so few customers and the place wasn't busy. The cafe looked like it hadn't been cleaned in a long time. The comfy chairs/settees were ripped and filthy dirty. Had I noticed before we got our drinks, I would have left, there is no way I would have eaten here. But to end on a positive note, the young girl who served us was very pleasant and helpful.

My husband & I often have coffee here when we visit Gunwharf Quays. The staff are friendly and the coffee is delicious. It is quite a spacious place so even if it is busy you don't feel too enclosed.

The Caffe Nero is a friendly and comfortable place to have a drink and a snack, and we found they are dog-friendly as well - and not just for the seating outside.I was sitting outside with our dog, waiting for my wife to emerge from the shop next door, when a waitress came up and pointed out that I was allowed to take the dog inside.When my wife joined us, we found some comfortable armchairs, and had a nice drink and a snack.Some things are bit overpriced, like the chocolate-covered biscuits, but the almost sitting room interior of the Caffe Nero justifies slightly higher prices, I feel.

They were very busy, but the queue was dealt with quite quickly. Multiple varieties of coffee of which I am no judge, but the hot chocolate was fine and there was a good choice of food. Outside seating too cold on the day, but would have been pleasant in summer.