A friend and i visited Nandos last weekend, atmosphere very lively and very busy which is always a good thing. We had to wait which i had no problem with, put my name on the list and took a seat. Lady said wait would be 15mins max - only a table for 2. We were second in line so shouldnt have been a problem. People infront of us got called, so we thought great we are next. Hell was i wrong, 4 more lots of couples got called and got their seats so i asked the waitress what was going on as i had been waiting 30mins so far and people after us had got a table before us. I gave my name & she said she would check the list.
She then came back to me & said my name was called and had been crossed off the list. Since i had been sat next to her the whole time i was certain i hadnt been called & that they had made a mistake. I asked how much longer i would have to wait & strugged her shoulders and said she didnt know she would have a look. 10 minutes later she came back and took us to a dirty table. No apology given just the menu thrust in our hands & she disappeared. I then had to hunt someone down to actually clean the dirty table we where sat at.
I went up & ordered our food, 35 minutes later we where still waiting, i asked a member of staff as now i had been in nandos over an hour & still no sign of my food. He said they were very busy & i would have to wait, so i then asked for the manager.
I explained what had happened & he was very apologetic. Almost immediatley our food was bought to our table, 2 plates that had been sat on the hot plate for over 20minutes. We where sat right infront of it, as if i couldnt see our food bought to us.
I cut my chicken only to find it was barely warm (as it had been sat on the side for 20mins)! I once again called the manager over who took our food away and said we would get hot good straight away & as a good will gesture if we wanted more side he would give this to us complimentary - i explained i had ordered enough food perhaps he could offer dessert instead which was agreed.
When the warm food arrived it was fantastic, i do love nandos!
After dinner we asked a waiter for pur dessert and explained the manager had said we could have it complimentary as a way of an apology, he then proceeded to laugh in my face!!!! Sorry but this was the icing on the cake. Once again i asked for the manager, to be informed he was just leaving and he couldnt come to see me but they could give us our dessert. What a joke!
This was such a let down as at least once a month we visit Nandos (slough brancg) & never before had i had such an apauling experience.
I left a comment card in restaurant & also asked for their head office address to write a formal complaint, only to be told they could not supply me with this information.
I got the address from the internet and sent a letter recorded delivery - just so i know it was delivered as i have had a bad experience before. This was around a month ago & i have still not had a reply.
I love nandos & wont not go because of this experience but i definatley will not vist the slough branch again. Such apauling customer service by both staff and management - this is not how it is done! I work in the customer service industry myself and i am disgussed in the service i recieved!!
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