update: after giving this location another chance I was absolutely disgusted. I found a hair in my yogurt (clearly not my own hair) upon opening and already eating it. the same female manager i’ve discussed in the past and others have complained about didn’t even offer me a refund before I asked for one. the company across the board clearly doesn’t care in the slightest. i’ve been coming to this location for over 5 years. the decline has been disgraceful. Never again. Don’t spend a dime here.
I’m extremely disappointed in the decline of customer service here. a couple years ago, this place had great employees, and now the service here is terribly rude. I’ve seen multiple reviews now about a middle aged dark haired employee with heavy makeup who has rolled her eyes at myself and other customers in the reviews. I don’t need to come back here again after the senseless attitude these women give their paying customers.
I can only imagine it’s a presumed “front” this woman needs to put up due to working in a town like Andover. Little does she know her attitude, as well as another mousy haired brunette employee are the reason business will slow if this goes unchecked. They seem to be more focused on loudly joking around with each-other instead of properly heating food or being respectful in the slightest. (grown women mind you.)
Xuan
Absolutely awful experience at Café Nero in Andover. They said they’d reheat the wraps and pizza, but instead gave us food that was cold and rock hard. 70% of my drink was just ice — and they refused to let us remove ice or get it fixed.
When we told the worker there were bugs crawling on all the pastries, they told us to get lost and ignored us, continuing to serve other unsuspecting customers. Disgusting — we literally saw spit come out of a worker’s mouth while they were talking to customers, landing right on the pastries!
It gets worse — there was a dead rat in the bathroom. Yes, a dead rat. And when I came in with a coffee from another café (because I was meeting friends who were going to buy coffee there), the rude waiter told me to leave.
This place is also ridiculously overpriced — for two people it was $80 for a simple latte and two sandwich wraps. DO NOT fall into the trap of coming here just because it’s the only place open on national holidays. Trust me — you’ll regret it.
☕🐀🪳 You’ve been warned.
Leo Demarco
Tried to order 2 cappuccino in glass cups at 5:55 and was told paper only and when we asked why they said they were closing soon. I said you close at 6 and she said like 630, but when I looked it up outside they close at 7. All they had to say was please finish by certain time and we would have.
Christina Flips
My coffee was good, but not nearly good enough to justify the price. I have been here before, so l guess they only recently changed their almond croissant. It's basically inedible now. There was quite a line and only one person working. The couple in front of me was extremely rude to the barista with the freckles. I'm assuming she was only a teenager but she took it in stride and didn't let it affect her attitude towards them or myself. It was nearly impossible to find seating as it was mobbed with high-schoolers.
maggie jacques
food and drink is bad i won’t lie to u sorry. but i really love to go because the two young ladies with the dark hair and bangs both are very kind and beautiful AND accommodating. i don’t know about coffee but the one with the lips taught me many things. the one with the freckles is very fun and great service! thank u ladies :)
M F
Love the customer service!! I forgot my drink and went back to find it, he was very sweet to make me a fresh one. Sandwich is fantastic! Lemon tart is great and not too sweet! Will definitely go back more often....
Buckles Red beard
The barista with the dark black hair and silver star clips in her hair was extremely rude. I came in and was immediately given a nasty look by the barista. I came in and tried to order a latte but before I could even finish my order she turns around and starts making the latte. I had to flag her down to ask her for a milk substitute to which she rolled her eyes at me for asking. And before I could ask for anything else she turned around again, I didn’t even bother asking for anything else because of her attitude. My coffee was not made how I wanted because she didn’t listen. It wasn’t even busy so I don’t understand why she was in such a hurry to make my coffee wrong. I’m extremely disappointed and would not recommend this cafe.
Evan Darling
Excellent coffee and treats!
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Pastries
Robyn May
Stopped by today and was impressed with the customer service! Staff was friendly and efficient. The coffee and baked goods were tasty as well. Highly recommend.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Pastries
Bill Lyons
Ordered food through an app for 630 pickup on Saturday. Was waiting outside in car and received a notification that the order was cancelled at 626 because they ran out of food. Ordered through to good to go. Would be nice if the cancelled before the last second before customers waste time and money driving there
I used to order a four cheese frittata and a London fog every morning. Now they don’t have the four cheese frittata and only half the employees can make a London fog. Some employees are super sweet, and others are just not. -Someone who works in food service
Atmosphere: 5
Food: 3
Service: 2
Mikey Meehan
Great food and service.
Atmosphere: 5
Food: 5
Service: 5
Wandering Echidna
Lousy service. Served a queue jumper first. Asked for have in cartado, server confirmed. She makes 2 cartados one in a glass (for herself) the other in a takeaway cup, which I get. Then asks for a tip……
Atmosphere: 4
Food: 4
Service: 1
Bing Jedi
Staff is friendly and hardworking but I fault upper management for inadequate preparation for the impact of mobile orders and the school years ebbing and waning demands. Obviously the App for mobile ordering always projected a wait time that had nothing to do with reality. This unnecessarily overwhelmed Nero's own staff and mislead customers. This happens at all sites, not just Andover, BTW. Unless it addresses this frustrating experience, it will only get my vote of no confidence to management, despite the local store front personnel's best efforts.
update: after giving this location another chance I was absolutely disgusted. I found a hair in my yogurt (clearly not my own hair) upon opening and already eating it. the same female manager i’ve discussed in the past and others have complained about didn’t even offer me a refund before I asked for one. the company across the board clearly doesn’t care in the slightest. i’ve been coming to this location for over 5 years. the decline has been disgraceful. Never again. Don’t spend a dime here.
I’m extremely disappointed in the decline of customer service here. a couple years ago, this place had great employees, and now the service here is terribly rude. I’ve seen multiple reviews now about a middle aged dark haired employee with heavy makeup who has rolled her eyes at myself and other customers in the reviews. I don’t need to come back here again after the senseless attitude these women give their paying customers.
I can only imagine it’s a presumed “front” this woman needs to put up due to working in a town like Andover. Little does she know her attitude, as well as another mousy haired brunette employee are the reason business will slow if this goes unchecked. They seem to be more focused on loudly joking around with each-other instead of properly heating food or being respectful in the slightest. (grown women mind you.)
Absolutely awful experience at Café Nero in Andover. They said they’d reheat the wraps and pizza, but instead gave us food that was cold and rock hard. 70% of my drink was just ice — and they refused to let us remove ice or get it fixed.
When we told the worker there were bugs crawling on all the pastries, they told us to get lost and ignored us, continuing to serve other unsuspecting customers. Disgusting — we literally saw spit come out of a worker’s mouth while they were talking to customers, landing right on the pastries!
It gets worse — there was a dead rat in the bathroom. Yes, a dead rat. And when I came in with a coffee from another café (because I was meeting friends who were going to buy coffee there), the rude waiter told me to leave.
This place is also ridiculously overpriced — for two people it was $80 for a simple latte and two sandwich wraps. DO NOT fall into the trap of coming here just because it’s the only place open on national holidays. Trust me — you’ll regret it.
☕🐀🪳 You’ve been warned.
Tried to order 2 cappuccino in glass cups at 5:55 and was told paper only and when we asked why they said they were closing soon. I said you close at 6 and she said like 630, but when I looked it up outside they close at 7. All they had to say was please finish by certain time and we would have.
My coffee was good, but not nearly good enough to justify the price. I have been here before, so l guess they only recently changed their almond croissant. It's basically inedible now.
There was quite a line and only one person working. The couple in front of me was extremely rude to the barista with the freckles.
I'm assuming she was only a teenager but she took it in stride and didn't let it affect her attitude towards them or myself.
It was nearly impossible to find seating as it was mobbed with high-schoolers.
food and drink is bad i won’t lie to u sorry. but i really love to go because the two young ladies with the dark hair and bangs both are very kind and beautiful AND accommodating. i don’t know about coffee but the one with the lips taught me many things. the one with the freckles is very fun and great service! thank u ladies :)
Love the customer service!! I forgot my drink and went back to find it, he was very sweet to make me a fresh one.
Sandwich is fantastic! Lemon tart is great and not too sweet!
Will definitely go back more often....
The barista with the dark black hair and silver star clips in her hair was extremely rude. I came in and was immediately given a nasty look by the barista. I came in and tried to order a latte but before I could even finish my order she turns around and starts making the latte. I had to flag her down to ask her for a milk substitute to which she rolled her eyes at me for asking. And before I could ask for anything else she turned around again, I didn’t even bother asking for anything else because of her attitude. My coffee was not made how I wanted because she didn’t listen. It wasn’t even busy so I don’t understand why she was in such a hurry to make my coffee wrong. I’m extremely disappointed and would not recommend this cafe.
Excellent coffee and treats!
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Pastries
Stopped by today and was impressed with the customer service! Staff was friendly and efficient. The coffee and baked goods were tasty as well. Highly recommend.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Pastries
Ordered food through an app for 630 pickup on Saturday. Was waiting outside in car and received a notification that the order was cancelled at 626 because they ran out of food. Ordered through to good to go. Would be nice if the cancelled before the last second before customers waste time and money driving there
Atmosphere: 1
Food: 1
Service: 1
Restaurantji Recommends
I used to order a four cheese frittata and a London fog every morning. Now they don’t have the four cheese frittata and only half the employees can make a London fog. Some employees are super sweet, and others are just not. -Someone who works in food service
Atmosphere: 5
Food: 3
Service: 2
Great food and service.
Atmosphere: 5
Food: 5
Service: 5
Lousy service. Served a queue jumper first. Asked for have in cartado, server confirmed. She makes 2 cartados one in a glass (for herself) the other in a takeaway cup, which I get. Then asks for a tip……
Atmosphere: 4
Food: 4
Service: 1
Staff is friendly and hardworking but I fault upper management for inadequate preparation for the impact of mobile orders and the school years ebbing and waning demands. Obviously the App for mobile ordering always projected a wait time that had nothing to do with reality. This unnecessarily overwhelmed Nero's own staff and mislead customers. This happens at all sites, not just Andover, BTW. Unless it addresses this frustrating experience, it will only get my vote of no confidence to management, despite the local store front personnel's best efforts.
Atmosphere: 3
Food: 3
Service: 2
Yummy iced chai
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