Caffè Nero Rude Service and Same-Day Expired Cookie Complaint

On January 10, 2026, we went to the Caffè Nero Çayyolu branch. We bought coffee and a packaged cookie. When we sat down, we noticed that the expiration date on the cookie was the same day. We requested an exchange for a different product without opening it, but a staff member named Y** responded in a very rude and disrespectful way. He said that it was the cookie’s last day, that it shouldn’t be a problem for us, and refused to exchange the item. His tone was neither customer-friendly nor solution-oriented, and it made us very uncomfortable.

Because of this negative attitude, we left the store without the cookie we paid for and placed it next to the register as we exited. When we said we would complain, that staff member responded even more harshly, saying, “You can complain anywhere you want, it doesn’t matter.”

As customers, we expected a much more understanding, respectful, and professional approach. We paid a total of $16 by credit card for our purchase.

Because we couldn’t use the product with the expiration date of the same day and because of the poor communication, we are requesting a refund for the service we did not receive. We also ask that a proper investigation be conducted into the behavior and attitude of the staff member, that training be provided if necessary, and that we receive a written or phone apology and explanation.

We feel that this negative experience does not match Caffè Nero’s corporate commitment to customer satisfaction, and we expect this complaint to be taken seriously and addressed appropriately.