Caffe Nero in Mid Sussex

I have been a regular customer of the Haywards Heath store for many years and purchase a coffee everyday. Recently I have experienced two issues which I couldn't speak to the store about to resolve at that moment in time as I had take away drinks so reported both issues to the customer services/complaints team but after acknowledging the issues they have failed to respond and ignored any further communications which is shocking especially as one of my complaints was regarding what appears to be a large piece of nut found in my drink (I could feel something float into my mouth as I took a drink and took out on my finger and placed on top of cup to show the size). Luckily I do not have a nut allergy, however you read in the news about incidents where people who have eaten or drank at other coffee shops have had a reaction and for me Nero should be taking this incident seriously rather than ignoring as I would not want anything serious to happen to someone who has a nut allergy. I have kept the object and have pictures which I have provided to Cafe Nero but since I sent in the pictures they have ignored me and after giving them a few weeks to respond, I will now be going to the Food Standards Agency (FSA) to report the incident as clearly they are not going to do anything to prevent this from happening to other customers who might have a serious nut allergy. I also reported an another incident where I had a faulty cup which resulted in the lid popping off and covering me in my hot drink, there was a big dent in the top of cup on the lip that the lid connects with resulting in the lid not being able to connect properly and this was also ignored. I really enjoyed my Nero morning treat before I started work every day and due to the lack of customer service and care for the safety of their customers I have now switched to another local coffee shop who appreciate their customers and ensure their safety. Very very disappointing after being a loyal Nero customer for many years.

Worst Nero experience I've ever had. I cleared a table as none where free to sit at and took it over to the members of staff behind the counter and asked politely if one could take it from me and put it in the dishwashing area next to him. Instead he rolled his eyes at me and demanded I put it on another table, then proceeded to snatch it out of my hands and slam it down onto another table and told me he would "get to it" and he was "too busy for this". I have never been spoken to so rudely. All other members of staff just awkwardly stared. Rude and inconsiderate of customers.

I am a registered visually impaired guide stick user and I treated with excellent customer service, they really go out of their way to assist, to carry my hot drink to my table due to my disability , the staff are amazingly friendly, they are very tuned in to excellent customer interaction, in my opinion i highly recommend visiting the shop, 10/10

What a dump! Dirty, badly stocked, filthy tables. All while the two members of staff chatted quite merrily to each other behind the counter. It was more like a bus station doss house than an appealing coffee shop. Worst Nero’s I’ve ever been in.

the onion soup was just adequate but well overpriced then had quiche which was disgusting, small round and rock hard should have bough 10 good ones at iceland for same price, never again.

I was shocked about the toilets! So disgusting. Coffee was fine and had a lovely lemon cheesecakes but I will never go there again due to not even being able to wipe down the toilets. Takes 10mins

I usually have a lot of love for this Cafe Nero because of the friendly, helpful staff and the excellent coffee, but I have to say today it was very untidy and not clean. Debris all over the floor and I’m afraid the toilets are awful. Come on “Cafe Nero” with the amount we are charged for coffee etc the least you can do is make the experience a memorable one for all the right reasons

Filthy - beyond filthy in fact. The toilets were also disgusting. Didn't look like they had been cleaned in weeks. It's so unclean in the entire store. Will not return.

Dreadful. Today the manager was heard by several people telling a member of his staff to spit in my coffee when I asked for my cup to be changed. A complaint is underway Rude and unprofessional staff. Avoid the place

The lovely staff are always up for chat !as a regular I don’t even need to ask ,my tea is on the go .great atmosphere and pleasant surroundings thanks guys

Open Boxing Day when most coffee shops closed so tried again but sadly just confirms why I’d rather go to one of the local independents. Ordered a regular latte. Scolding hot and just so bitter, how you can take the raw ingredients and get is this wrong is beyond me. Took one sip burnt tongue and instantly regretted coming. Recommend Mincka or hart stores ( just over the road ).

A visit to a coffee should be a treat in my mind; to justify the sit down, brief time to oneself and to justify the cost of the coffee. This afternoon’s visit to Caffè Nero in Haywards Heath was extremely disappointing and I am just pleased that I hadn’t invited a friend or family member to join me. I would have been embarrassed. The service was incredibly slow. Of the four baristas, only one was serving. A massive queue formed. Tables were sticky, dirty and covered in used crockery but the worse of all… was the bathroom! The bathroom was disgustingly dirty. Tissue paper all over the floor, the sink surrounds filthy and covered in hair. The seat of the of the toilet was covered in excrement! The state of the bathroom made me feel physically sick. It didn’t to look to have been cleaned in months. I will not be returning for the foreseeable future as there are lots of alternatives - chain and independent coffee shops. All of which are cleaner and quicker! How disappointing.

There are a lot of chain coffee shops in HH - in addition to Nero, two Costas and Starbucks spring to mind. However I find this Nero to be the best of these and am surprised at the other poor reviews. Staff are friendly and, most importantly from my perspective, make consistently good lattes - I have bad experiences in the others mentioned where I could've made a better latte myself which rather defeats the point of a coffee out! The venue itself is fairly light and airy with windows covering most of two sides. As with all such shops, the queue can be quite long and seem slow-moving, plus tables taking a while to be cleared, at peak times though.

VERY SLOW SERVICE AND A VERY DIRTY PLACE! Seats are full of crams, dirt. Tables are dirty and sticky. Workers are not friendly to anyone. Never will be back. People in the area already talking about their closure, as their way nicer and friendlier places to be. Shame!

Simple fact my bank card was stolen over the weekend and I was in the local branch of my bank to report it. I need a cup of coffee. I am not sure why Cafe Nero doesn't accept cash anymore, all the other coffee shops in HH do. The person behind the counter, I have not seen her before and I go regularly, had no sympathy at all so I went to Costa Coffee opposite and had a lovely cup of coffee to boot. Recently I have found the staff at Cafe Nero in HH very rude and often been ignored while the staff chat with each other.

We poped in for coffee. Covid checks relied on you having a smart phone and were optional! Place was dirty, rubbish bins overflowing, no clearing or cleaning of the tables - frankly it was a disgrace. Staff clerly could not care less. Avoid this place - there are plenty of other options in Haywards Heath