I was accused of stealing a bottle of water by a very rude barista who humiliated me in front of all the customers. I had already paid for the water, a coffee and a sandwich and I had been in the cafe for 40 minutes. As I was leaving the premises, with the bottle of water, I quickly glanced at the refrigerated cabinet to see if I wanted anything else, which I didn't. A staff member stopped me and claimed she just saw me come in the door and take the water. I explained I had been there for 40 minutes and had already bought the water but she kept saying, very loudly, that I was lying. She wouldn't check the CCTV or let me speak to the manager or give her name. (I know it's only water but I was quite upset as all the customers were staring). Fortunately another customer came over and confirmed that I had been sitting in the cafe. Later I tried to complain to the manager but they said they would not take complaints. While I was talking to the manager, the barista was still saying loudly 'he's lying, he's lying', even though the customer had confirmed I had been there. Worst customer experience I have ever had.

Nero is always my favourite out of the all the chains. This one in West Hampstead is quite spacious. Some of the seats are a bit dark in the inside but next to the windows it's quite nice. The barista was helpful and fast however they should have more than two staff on a Saturday as people had to wait whilst one of them was on the break. But even two of them is not enough when there are lots of orders. Hence I gave the four stars for service. Cleanliness unfortunately not the best but again if there are not enough staff this can't be prevented.
Service
Dine in
Meal type
Other
Price per person
£1–10
Food: 4
Service: 4
Atmosphere: 4
Kid-friendliness
Spacious

Coffee is always nice, standard. However, there needs to be better management. It is frustrating to see barely any items on display, barely any options for cakes and sandwiches. It is a shame. Visited this branch this morning with my husband and there were three people working, but two seemed to be leaving one girl alone constantly. The poor girl seemed very overwhelmed by having to serve alone nonstop, this does not seem fair to me. Plenty of dirty dishes on tables, not very pleasant. I shall avoid this branch until they replace the unwelcoming manager with bland face.
Service
Dine in
Meal type
Breakfast

Terribly managed. Out of large cups. There’s a rush of people out the door with only one worker. Plus the bathroom is like an outhouse. Whoever managed this place needs to be replaced. The work herself is lovely and sweet, but obviously very stressed. Also on other days they close the upstairs seating at 4:30 two hours before closing time. New management is definitely needed.
Service
Dine in
Meal type
Other
Price per person
£1–10

Recent move to the unit next door has gone ok. The toilet area is now much much better. Same good standard of coffee but lately the service has been much slower. I think though that this is just down to the amount of people ordering cold drinks in the hot weather. It's a pretty comfortable place and well worth a sit down.

First time at this branch. Really relaxed atmospheric and helpful staff. One of the larger stores (and in need of a full refit) but no feeling of overcrowding. Up against lots of local competition which at least makes prices seem good value compared with Gail's etc
Food: 3
Service: 5
Atmosphere: 3

I ordered Large Latte this morning for takeaway. Im not a fan of there coffee, less coffee (tasted like water?!) The coffee shop looks tidy, but the toilet was dirty, and to think it was like around 8:30am. To be fair, the baristas were friendly.
Service
Take out
Price per person
£1–10

I loved the attention they gave me and how they treated my 2 year old daughter when she wanted to play around the tables. Very friendly place.
Service
Dine in
Meal type
Other
Price per person
£10–20
Food: 5
Service: 5
Atmosphere: 5

Just ordered through Just Eat but had an issue with my order and the lovely lady on the phone helped me out. Very very kind of her!
Service
Delivery
Meal type
Breakfast
Price per person
£10–20
Food: 5
Service: 5
Atmosphere: 5

Comfortable seating area - service could be more efficient and no need to close some seating spaces an hour before the store closes!
Service
Dine in
Meal type
Lunch
Price per person
£1–10
Food: 4
Service: 4
Atmosphere: 5

We come here on a weekly basis. Staff is always lovely and drinks are made well. The outdoor seating is very pleasant.
Service
Dine in
Meal type
Other
Price per person
£1–10
Food: 5
Service: 5
Atmosphere: 5

Aviod grabing Too good to go bag in this store! The staff won't open the door and show up when u going to grab your bag!
Meal type
Other
Price per person
£1–10
Food: 3
Service: 2
Atmosphere: 2

Great spot at the heart of West Hampstead. Coffee quality is great and there's enough space for People to hang out. Maybe a bit more cleanliness is needed but overall is great.

Friendly staff, great atmosphere. They just need to improve the cleanness of the customer toilet.
Food: 4
Service: 5
Atmosphere: 5

Favourite coffee place by far! The atmosphere is so lovely and warm and come summertime it is absolutely splendid...and the area is fabulous as well.

lovely place, went for a business meeting the staff was great and everyone got the coffee just how they wanted, plus venue got some nice seats too.

Coffee amd tiramasu was good buy unfortunately the cafe was dirty, tables not cleaned and flies in the cafe.
Food: 2
Atmosphere: 1

Good coffee. Treats were standard production line or getting stale.
Food: 4
Service: 4
Atmosphere: 4

Loved the abhience and good customer service

Friendly service, nice space and good coffee