Caffe Nero in Elmbridge

I used to visit this branch most days for my morning coffee and pastry, but a few years ago it went downhill. I recently by chance met the local franchise manager who acknowledged staffing issues but assured me things had improved, so I went back today. Big mistake. We walked in at 2.30pm and there was one young guy ahead in the queue (with FOUR staff on duty). The guy wanted a blended iced drink. The woman serving him (Eastern European) took his order then spent six full minutes chatting to the other female team member. The guy waiting for his drink I think had some learning difficulties and was getting agitated due to the wait. I actually felt quite sorry for him and intervened to say "please can you serve your customer, you can see he is getting upset." Then it was our turn. Four times I was asked if our toasted sandwiches were to have in or take away. I was asked about whipped cream. I said no, but they put the whipped cream on anyway. One of our two toasties was cooked. The other sat on top of the oven till I reminded them. I had to ask (twice) for cutlery. From walking in to getting served almost 15 minutes had elaped, and there were 4 staff on duty and no queue. I complained quite strongly about the shambolic service, at which point a woman with a clipboard (who said she was the manager) told me (and I quote exactly), "you have no idea how harrd we work in here." Actually I do know. My husband and I run a local hotel and restaurant, we know exactly how hard it is and we also know what good (and bad) customer service looks like. She then said, "I can do without this, I have been here 14 hours already." Well, given it was 2.30pm, she must have started at midnight to have been there 14 hours. If this is true, Caffe Nero should be prosecuted for the way they treat their staff. Or perhaps the woman was lying. I was then told, "well if you don't like it you can go elsewhere". When I asked the manager for her name, sge said... "I am not telling you that mate" at which point she walied into her office and locked the door. Sorry Caffe Nero. This isn't good enough, and I am actually angry that once again we received bad service, but the aggressive, insolent and appalling way we were addressed by your representative.

Never enough staff to serve the long queue, and not trained to serve efficuently-why is only one person serving coffee? a long wait-plenty of other coffee shops in Weyvridge yo choose from!

Cafe Nero Weybridge. Very poor service. Take away cups only. Service is rude. 16the December 11am. Wish there is a direct way to provide feedback to the company

Disappointing visit. Crumbs on seats and rubbish on floor. I feel an upgrade is needed, especially as yet another coffee shop is opening. The contents of my sausage roll had chewy bits of meat or skin which I left on the side of the plate. The latte was good.

This particular Nero is sooooo slow. The staff just sent up to the job. Frequently 15-20 mins in the line. When the manager is there and visible it’s better. In Southfields branch where ids super busy, baristas serve two customers at the same time keeping the line moving quickly. Most of the time it appears that the majority of staff here are trainees, serving painfully slowly whist trained baristas clean tables etc. I have complained numerous times to head office but nothing changes. It’s a busy store so I suspect takings are high so no one is concerned about it. Maybe a few lists here might help get this place firing on all cylinders.

Speedy service, great coffee and snacks. Staff working hard during Covid to serve huge numbers of takeout customers.

After buying 3 hot drinks to takeaway 3 x a week during Covid mainly from your Weybridge branch, my order was declined. Upon reaching your store I saw only 1 couple waiting for their drinks. I put on my mask and entered your store to order which was not the option I wanted. The Barrista explained that she declined my order as she had ran out of oat milk. I asked why she didn’t call me to offer an alternative and she said she was too busy. Extremely bad service as your store was not busy and why did you run out of oat milk when Waitrose is around the corner and you have 3 members of staff. I think I should take loyalty elsewhere except I admit you serve the best coffees.

Nice cafe and easily accessible at the high street of Weybridge. Enjoy the hot drinks - coffee latte, capucino, americano or hot chocolates.

As always you can count on Caffe Nero for a quick and delicious cup of coffee. But what makes this particular Caffe Nero lovely, is the staff which is always pleasant and friendly. Thanks guys!

The pastries are good but the coffee does tend to be a bit strong. Used to go there a lot but no longer.

I have been here a few times, and, unfortunately, am afraid that it needs a bit of work. The staff are fine, although not that friendly, but there are always tables that are uncleared. This has happened so often that I think I will find a different place to meet up with a friend. To be honest, probably the staff are tired of people coming in with their laptops, phones, children, and sitting around for great lengths of time. I do like their lovely choice of foods that go with their good coffee. If you don't mind sitting with someone on his/her laptop or clearing your own table, you will have a good cup of coffee & lovely cake.

After a 90 minute journey to meet up with some of the family my wife and I were in need of a coffee. We knew of this chain as we have a branch locally so we went in.First impressions were not good. Unoccupied tables had not been properly cleared and there was food débris on the tables (see photo), seats and the floor. There seemed to be enough staff to deal with this but they just didn't bother. I've no idea how they got their top hygiene rating.Our coffees were satisfactory and the price was reasonable so no complaints there. Before leaving I wanted the loo. There seem to be just two of these, one for abled customers and one for the disables ones. The abled one just had a lavatory and a wash basin with its facilities. The toilet seat was hanging off its hinges.If Caffe Nero want to protect the name of their franchise I suggest they get someone senior in here to sort the place out. I though it was a disgrace.