Review Insights · Google Play
Caffè Nero
Neal Street Technologies Limited · 14,154 ratings · ★ 3.1
3.1
★★★★★
14,154 ratings
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Top complaints - extracted from 47 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"card"
10 negative reviews mention this · 21% of all complaints
★★★★★ "Too many bugs. Scan card feature doesn't work, Google Sign in produce errors, Vouchers are added only after relogin. Please fix the issues that I've found after 5 minutes" - Oleh Feshchenko
2
"coffee"
7 negative reviews mention this · 15% of all complaints
★★★★★ "Truly dire app. Trying to redeem a free coffee voucher turning into a gruelling exercise in how an app can fail to do the most simple of tasks... such as logging in. Uninstalled and frankly I don't even want to go to the coffee house any mo…" - Ian Belcher (Dodgy_the_Elephant)
3
"free"
6 negative reviews mention this · 13% of all complaints
★★★★★ "Truly dire app. Trying to redeem a free coffee voucher turning into a gruelling exercise in how an app can fail to do the most simple of tasks... such as logging in. Uninstalled and frankly I don't even want to go to the coffee house any mo…" - Ian Belcher (Dodgy_the_Elephant)
4
"every"
6 negative reviews mention this · 13% of all complaints
★★★★★ "every time the app tries logout and after that Your account is blocked. really bad user experience" - lexas gummybears
5
"voucher"
5 negative reviews mention this · 11% of all complaints
★★★★★ "I felt scammed by this app. When redeeming vouchers, it doesn't send any verification codes to valid UK numbers no matter if you add 0 at the beginning or not. Then shows a message maximum number of codes requested!" - Netsabel Moreno
6
"stamps"
5 negative reviews mention this · 11% of all complaints
★★★★★ "not obvious where to collect stamps" - jamie jordan
📋 All 47 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
I felt scammed by this app. When redeeming vouchers, it doesn't send any verification codes to valid UK numbers no matter if you add 0 at the beginning or not. Then shows a message maximum number of codes requested!
not working keeps goining round in circles, says update app ,even when It's updated
Truly dire app. Trying to redeem a free coffee voucher turning into a gruelling exercise in how an app can fail to do the most simple of tasks... such as logging in. Uninstalled and frankly I don't even want to go to the coffee house any more. That's how bad this app is.
Help line down and unresponsive.
Too many bugs. Scan card feature doesn't work, Google Sign in produce errors, Vouchers are added only after relogin. Please fix the issues that I've found after 5 minutes
every time the app tries logout and after that Your account is blocked. really bad user experience
says i need a neal st rewards password, which i don't even know what what is. all to just correct the phone number?
not obvious where to collect stamps
Won't recognise my password to let me sign in. Then when I request a password reset a message appears advising a reset has been sent to my email address, but it hasn't (yes, i have checked junk folder). So I'm unable to access the app and my vouchers. Help please!
Rubbish. QR code on fluer didn't work!I Wanted to collect points on the loyalty card only on the app but because I haven't used it as a wallet and added my payment card... I didn't get any points after scanning my app loyalty card. A completely useless app unless you use it to pay with as well. so much for loyalty. Totally unimpressed. The staff member helping me allowed me to pay with my card manually so obviously has no idea how the app works nor did a cardboard stamp for me instead.
the worst - removed my free drink voucher and are now ignoring my customer service messages to resolve
stamps aren't appearing and there is no update to fix, so fix then I'll update stars
waste of my time, didn't add to my wallet
The app is slow, poor quality, and most features are missing. The sweets were bland, and the person in charge refused to exchange them, let alone refund them. It was a bad experience, and I won't repeat it.
im going back to starbucks this app is awful. makes you give them all your details and then when you try to use the app you cant because the details you JUST provided "dont match any records" so your happy to take my name, address, email, phone number and bank details (all personal data you can sell) and then tell me my account dosnt exist. seems like a scam if you ask me. illigal data farming.
would not find location of store. I was sitting in the store. would not let me use app
every time I go in the east street chichester there wifi is down and I can't use the app .this is happened 4 times out of they should get it sorted
It was recently my birthday. I was looking forward to receiving a birthday treat but it hasn't appeared. If anyone from them see's this can someone please look into it.
had to unsubscribe, received way to many notifications,
voucher doesn't work
Too complicated to sign up, didn't accept third party promo offer code. Will uninstall and go to Starbucks.
I visit Cafe Nero in Harborne all the time and as it was my birthday says you give free cake nothing was given. I was asked by a trainer assistant for code etc. I feel as loyal customer for my 50th nothing could be done. I will have change and go else where.
I’m so disappointed. I installed the app because I was tempted by a promotion offering a 50% discount on a second coffee for Women’s Day. After a month, it turned out that my voucher had expired. There was no notification that it had a time limit. On the app’s screen, there’s a message to link a card, which can’t be removed. When I wrote to the marketing about both issues, Ms. Gabriela replied that you can exit that screen and that the Women’s Day terms stated that the voucher was time-limited.
Ever since a fortnight ago I was signed into this app and Neal Street's Coffee#1 app all the time. But every time I try to use it now it logs me out! Even if I sign in at home I'm logged out by the time I get to the café! I don't have time to search for the password, and I am unable to remember it (everywhere, we are asked to use strong passwords). I'm loosing hope in ever getting a free coffee ever again, let alone a stamp!
quite possibly the most irritating app it's ever been my misfortune to use ~ after the first week I turned push notifications off and after the 2nd week turned off emails too ~ one notification a week would would be too many, Caffè Nero's daily barrage started to feel like harrassment
never been able to link a payment card and it keeps telling me I have an old version of the app but no option available to upgrade?
Rubbish, will not loaf,just s screen with grey squares. a complete waste of time
not very easy to navigate. it wouldn't let me type in my correct birth date which is 16/04/1949. could you correct it for me please?
the app hasn't worked properly since it was installed in also failed to get my birthday treat even though tech were sorting it out but nothing got resolved.
very confusing
they send you a voucher and then you get error messages 😒
Nothing worked until the second day. Then I was able to add a promo code (which seemed to not do anything yet). Still can't get my loyalty card recognized, nor seem to get any credit for new purchases on day 2.
Very poor
Beeston branch does not seem to register my purchase.
is not working properly l can't get royalty stamps every time buying coffee
young staff unhelpful and noisy!! Ask them to move a table so i could take my trolley out and they told me to do it myself!! i am over seventy!! she did eventully with obvious annoyance. i shall not be going there again.
you can't type in a store, it has to appear in your immediate area and even then it doesn't pick them up which kind of defeats the entire purpose of mobile ordering. why show me a store 6 miles away when the one I go to is less than 3 miles away. it's the only reason I have the app. it's also messy, confusing and takes forever to set up. not a time saver, definitely makes the situation more frustrating and slow.
this has thrown me out every time!! 🤨
ok this was odd, when i got my card fully stamped it set the expiery date to the next day, (today) server managed to save it by letting me know to restart the app, tbh this update just feels funky
NO BIRTHDAY TREAT Nero? my friend had to ask for hers too. app is slow. and no offers on anything. used to get an odd free coffee in an email. none now . plus everything is pricey . coffee tastes a bit rough sometimes. sorry to say.
I am finding it impossible to add a card to pay through my app. so frustrating that I've stopped visiting your store
stampede game keeps glitching the last few days. if 2 ghosts are near the stamp they glitch and stay put without moving. rapidly changing direction they're facing while standing on the stamp so you cant ever win it
I have the app to collect stamps for free coffee. I'm sure when it's set up it will be great, but getting it to work the first time is unnecessarily complicated, and the help section is no use at all. I don't want to link to my payment card, and am stuck in a loop on the same questions.
much too busy, I just want to pay for coffee, add a turn off for all the rest the 5 ⭐
The app is great for payments and collecting stamps but every time I have more than 4 full vouchers the app won't let me use more than 2 vouchers if I order 3 or 4 drinks. May go back to having card stamped, less hassle. Frequent Nero user.
Slooooooooowwwww and tends to crash or loose connection to the payment card
It used to be that even when using Meerkat movies codes you got a stamp. This has now stopped which is quite bad especially for loyal customers.
Sentiment summary
44%
Positive (4-5★)
18%
Neutral (3★)
38%
Negative (1-2★)