App doesn’t know where it is.
Thinks we are in London uk. When I give it Newton usa location it points me to Walmart. So cannot even begin to find a way to order. Ie. The location finding is not intuitive. The landing page has a tiny bar at the top saying mobile order. Hit that and good luck if your phone has picked up the Nero’s wifi. Because now the app crashes because the WiFi isn’t accessible correctly? Credentialed? Switch to data. Reboot app. Find location. Scroll through truly useless adds to try and actually order. Ugh. Highest order waste of time. Shame on you for being so unprofessional. Why does the app keep asking where we are? Why can it not just return to the last location? Look for a new one choice left to the user?
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Response from developer
Please contact us at rewardshelp@teya.com and we will be happy to investigate this for you. Thank you in advance!
Terrible customer support on the app
I have two issues -
1. The support team takes forever to respond. In the first instance, they did not read my message properly and referred to some other dates when addressing my message than what I had written about. But putting that aside, I did not receive response to my clarifying message within the stated 48 hours turnaround time Monday - Friday. There is no other way to reach out to Support other than their very very slow chat option where the representatives may just choose to not respond!
2. I do not understand the reasoning behind not providing stamps for drinks purchased through Vitality vouchers. Someone (Vitality in this case) is paying for the drinks, so they should be giving out the stamps. Please make it make sense that if I do not use my personal debit/credit card to pay for the coffee (instead using Vitality voucher), I will not get the stamp!
1. The support team takes forever to respond. In the first instance, they did not read my message properly and referred to some other dates when addressing my message than what I had written about. But putting that aside, I did not receive response to my clarifying message within the stated 48 hours turnaround time Monday - Friday. There is no other way to reach out to Support other than their very very slow chat option where the representatives may just choose to not respond!
2. I do not understand the reasoning behind not providing stamps for drinks purchased through Vitality vouchers. Someone (Vitality in this case) is paying for the drinks, so they should be giving out the stamps. Please make it make sense that if I do not use my personal debit/credit card to pay for the coffee (instead using Vitality voucher), I will not get the stamp!
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Not quite there yet
It does work, but when driving I need the shortest possible order sequence. I order usually the same thing every time. Add a button to order the last order again. Would be so helpful.
Shorten a few steps from selection to payment would help too. Order with Siri maybe?
Shorten a few steps from selection to payment would help too. Order with Siri maybe?
Give customers choices
Nero is being cheap with customers by not allowing customers to customize how much ICE we want in our cold drinks. NERO are you that cheap as not to give your customers a choice? I don’t want or need a full cup of ice. Instead I have to order in store or get their early enough before they prepared my coffee not to put so much ice in it. Starbucks maybe more expensive but they at least RESPECT customer choice. I have asked about the app to store employees and they said it’s cooperate’s deliberate choice. What happened to the good days of independent coffee shops?
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Response from developer
We are sorry to hear about your experience in the store. Unfortunately, you have reached the App Support team. For any feedback related to the store or products, please contact Caffè Nero customer service directly at enquiries@caffenero.com.
Gift cards
I have been looking to add some gift cards to my account for about 15 minutes and I am still struggling to accomplish this task. I have searched the help function and have not located information to support adding the gift cards. Having the facility to order via phone and then pick up would be greatly appreciated. Also, I would prefer to update any future gift cards to the app to maintain my available balance. My hope is that the provider would be able to make additions and/or changes to the app so that users would be able to manage their gift cards with Caffé Nero.
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Response from developer
Hello. We are sorry to hear that your experience with our app did not meet your expectations. Could you please send us the issues you have experienced with the app to rewardshelp@teya.com so we may have a look into these issues for you? We look forward to your email. Our Product Team is constantly working to further develop the app and your suggestions are incredibly valuable in helping guide this. All feedback is taken on board to help us improve our service. If you have any other suggestions or questions please contact us at rewardshelp@teya.com. The Teya Rewards Team.
Today in Down Town Eldon Square Cafe Nero
Firstly, it was the typewriters that actually made me stop and look in as l use a typewriter at home and l was keen to see what kind they had(Not mine it is a purple one - my favour colour).
thank you today l went into Cafe Nero for a rest after shopping and l enjoyed a peppermint tea and an absolutely delicious apricot crossiant (never sure if that is the correct spelling)!
i asked for assistance as l am VIP(visually impaired person-1eye works).
I was asked did l have the app - ah No.
given a brochure, the brochure is jolly it stands out the writing is just slightly too small.
Proceeded to download app with free wifi and then l got stuck! whoops!
A lovely lady was clearing the tables she put her things down came over and crouched down to my level sitting in a sunken leather chair.
She helped showed me round the app, explained bring in my paper cards with points on and l can be helped to place them on l am nearly finished my drink and a complimentary glass of water (pain killers to take), at no point have l been rushed to finish and leave - the environment is upbeat and jazzy , but with a slightly homely welcoming touch - couldn’t say how much l spent ALL l can say worth every penny.
Many thanks and Appreciated.
thank you today l went into Cafe Nero for a rest after shopping and l enjoyed a peppermint tea and an absolutely delicious apricot crossiant (never sure if that is the correct spelling)!
i asked for assistance as l am VIP(visually impaired person-1eye works).
I was asked did l have the app - ah No.
given a brochure, the brochure is jolly it stands out the writing is just slightly too small.
Proceeded to download app with free wifi and then l got stuck! whoops!
A lovely lady was clearing the tables she put her things down came over and crouched down to my level sitting in a sunken leather chair.
She helped showed me round the app, explained bring in my paper cards with points on and l can be helped to place them on l am nearly finished my drink and a complimentary glass of water (pain killers to take), at no point have l been rushed to finish and leave - the environment is upbeat and jazzy , but with a slightly homely welcoming touch - couldn’t say how much l spent ALL l can say worth every penny.
Many thanks and Appreciated.
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Lovely Service!
This app is easy to use, has a lovely selection, and allows you to order ahead quickly when you are in a rush! I’m a college student as well and love that there is a student discount available
Great way to buy coffee
App works well and I love the built in loyalty card as a I never carry physical loyalty cards. Would be nice to be able to tap to pay but the most important missing feature is the ability to tip. It would be nice to be able to set a preset tip percentage and have it apply automatically.
Response from developer
Thank you for your review. We greatly appreciate it. Our Product Team is constantly working to further develop the Caffe Nero app and your suggestions are incredibly valuable in helping guide this. All feedback is taken on board to help us improve our service. If you have any other suggestions or questions please contact us at rewardshelp@teya.com. The Teya Rewards Team.
App is good. Store experience is bad
Ordered on the app 2 brewed coffees. I got to the store 5min past the time the app said my order would be ready. Went to the take out spot and was told they don’t have brewed coffee since the brewer is broken. They offered to make cafe americanos as a substitute but now I have to wait until they finish other orders which is ok since they didn’t know if I would want them as a substitute. I get them and leave the store then realize I they are not made right. I go back to get it fixed. Getting coffee should not be this complicated. I wouldn’t mind but it always seems like this store has a process issue. Maybe they are still working out the kinks.
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Cheltenham High St. Nero.
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
THANK YOU, all of you. Kind regards, Ian Mills
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Response from developer
Great news! Glad you are enjoying your coffee and the app. For store-related feedback, you are also welcome to contact Caffè Nero customer service directly at enquiries@caffenero.com.
