1hour 30 Minutes for a CHICKEN WRAP!!! And they got it wrong!!

STAY AWAY!

I ordered a chicken wrap from Nandos Sandton City on Uber Eats. The order was placed at around 6:30pm. At 6:53pm, the uber driver received a notification to collect the order - I have a picture confirming this.

At 7:30pm, one hour after the order was placed, I called the driver who said he had been waiting at Nandos for 40 minutes.

I then phoned the branch and spoke to Manager, Ntombi, who told me that there is no slip for Ryan and that it had been given to the driver. I called the driver back who assured me he is still in the store waiting for the order. He also advised that there were many drivers waiting there and that they were very busy. I asked him to pass the phone to Ntombi who confirmed my order was already sent off but she refused to take the phone call. I then called the branch back and spoke to Ntombi again who advised again that the order was given to the driver long ago, yet he had now been waiting for over an hour.

Eventually the order arrived at 7:53pm, almost 1.5 hours after placing an order for a WRAP!! In order to determine the truth, the temperature of the food was the determining factor. The food was very warm, which confirms that they had JUST made it!!!

Ntombi took no accountability for the fact that she gave me false information twice and blamed it on the staff who were packing the food. She further took no accountability for the fact that it took them 1hour and 17 minutes to cook a chicken wrap!!!! Nor was a resolution was offered.

Furthermore, the chicken wrap arrived as a disastrous mess - I have pictures. And it has tomatoes inside, which I marked clearly to remove on Nandos’ NO NO option on the app - I have a picture confirming this.

This is beyond unacceptable for Nandos to take 1h and 17mins to cook a wrap before the driver can deliver it, not to mention the ********** presentation and missing clear directions.

I expect a resolution to this matter soonest.