I guess your phones only work sometimes

This complaint was originally directed at MrD, but I now hold both Nando's Sunward Lifestyle Centre at Sunward Park and MrD equally responsible for their failures in handling my order.

On 14/12/2024, at 18:43, Nando's accepted my order. By 19:55, after realizing my food had not been collected, I called MrD to cancel the delivery and arranged for family to collect the order instead. The MrD agent was polite, canceled the delivery, credited the delivery fee and tip, and assured me they would inform Nando's about the collection arrangement.

At 20:11, my family arrived at Nando's to collect the order, armed with the MrD order number, my name, and my contact number. However, Nando's refused to release the food, claiming the order could only be handed to MrD. This directly contradicted the arrangement made by MrD.

I called MrD again at 20:22, only to discover that the earlier agent had attempted to call Nando's twice at 19:58, but received no response. Meanwhile, my relative at Nando's reported that staff had also tried calling MrD, only to face the same issue—unanswered calls.

Both companies demonstrated shockingly poor communication and a complete lack of accountability:

Nando's Sunward Lifestyle Centre, why were your phones apparently unreachable when MrD called? And why would you refuse to hand over a confirmed order when the customer provided all the necessary details? This reflects a disregard for customer convenience and highlights a failure in basic service standards.

MrD, why assure me that the collection arrangement was handled when it clearly wasn’t? Your failure to answer calls from Nando's only made a bad situation worse. When I finally informed you during my second call that my relative had managed to get the food—entirely without your help—your nonchalant response was unacceptable.

The combined incompetence of both parties turned a simple order into an unnecessarily stressful ordeal.

If this is the standard of service I can expect, I will not hesitate to avoid both Nando’s and MrD in the future. Your lack of professionalism and coordination is deeply disappointing. I urge you both to address these failures immediately to avoid further alienating your customers.

DO BETTER