Caffe Nero in Merton

Poor customer service. Ordered a Americano with hot milk and cake, sitting inside but served in paper cup with lid. When sat down discovered had been served a frothy coffee, took back to ask for drink I had ordered to be told by woman served me that I had asked for a Mocha. I explained I hadn't and was abruptly told I had! I politely said maybe she had heard me wrong but I had not, ( I don't even drink Mocha). She reluctantly changed my drink. I then asked if I could be refunded the difference. She had to look at the menu then spoke with another staff who said to me she couldn't ALLOW that! What she did do was give me a fully stamped card for a another drink. Although this was more than I had wanted ( just wanted refund in difference of drinks) I was made to feel I was in the wrong through the whole interaction. Really very bad customer service. When I sat down I discovered a black coffee when I had asked for white. Let's just say I couldn't be bothered with another poor experience asking for milk!

This place has declined in quality of service andthe quality of coffee! Loads of original staff have left and the new ones don’t care about customer service. The toilets are filthy, the shop doesn’t open on time, the staff are rude and they are very slow! I can’t believe how bad this place has turned into. It’s sad.

Awesome selection of snacks , the coffee is delicious , perfect temperature and just the right amount of foam . Good job

Visisted this branch and it was during the tennis, so I kind of expected it to be heaving. However it was quiet messy inside and was very busy, the baristas obviosly have a hard job at having to do all the jobs. I would say they were a little understaffed on that day. Coffee was good as always, nero coffee is always great and consistent regardless of the branch I visit.

I’m very regular at Caffè Nero in Wimbledon village branch, and is always a very good experience. I always get just a coffe, and sometimes a banana bread (which by the way is delicious). Atmosphere is nice and relaxing, the staff is lovely. Something that I really like a lot is coming in the cafe and seeing this lovely staff smiling at me as soon as I come in. There’s a girl, who I think is the manager, she so nice, always so smiley and welcoming, and kind. And yeah sometimes they make my day and change my mood in such a happy mood. Bellissimo!

This coffee shop has only just opened in New Malden High Street. Although there are many other coffee places in this High Street, I think this one seems to be very comfortable, the staff are friendly and the decor is welcoming.