2 Complaints later and Sancardia Nandos fails again

<p>After 2 previous complaints to the Sancardia store and contacting Nando's customer care I received a call from Rolf who said he was the new store manager and will ensure going forward that my perception of the service at this branch will change. He went on to provide me with his cell no. to contact him whenever there was a service challenge from his store.</p> <p>Today 29 Sept 2016 I called the store and placed and order for sit down advising that I will be coming through at 1:00pm. I also took the opportunity to send Rolf a WhatsApp message advising i had placed an order and to please ensure that it is processed correctly based on our previous experience at the store. I get to the store and wait a while to pay for my order as there is only one cashier. As per my payment receipt I was assisted 13:19:21pm almost +- 15 mins from arriving at the store. My sit down order was processed as a take out. I approached Rolf and advised him that this was supposed to have been a sit down order and I did send him a message to his cell which was never acknowledged. He said he would sort it out for us and after waiting another 15 mins for an order that was already prepared we get a butchered breast portion and a leg portion when we ordered 2 breast portions and the chicken had no extra sauce as requested and looked very dry. By this time my lunch was already over and we asked that this meal be made a takeaway. After yet another wait we finally got the order and were given 2 perinaise sauces for our troubles. I am extremely disappointed by the service rendered by this store. It is clearly evident by the responses from customers on Radio 702 yesterday afternoon. Nandos are going to lose loyal customers who love the product because of the poor service and compromised quality of the meals. I spent R139.80 on a meal for 2 and this is not cheap in this economic climate. The following needs to be seriously looked at as I am not the only loyal customer who shares these sentiments. I dealt with the store manager as previously requested and he too disappointed me. The store was not that busy so I can only mange how they will cope at month end.</p> <p>1. Pricing</p> <p>2. Portion sizes have declined and as once caller suggested they are now serving ***eons but prices have escalated.</p> <p>3. Quality of product - the last time my chicken was burnt and dried out. Today my breast portion was missing part of the wing</p> <p>4. Service- For a SA Brand the level of service is really being compromised by the staff working in these stores as they don't know what is customer service especially in the food industry. My 2nd complaint relates to placing an order before 12 and never receiving that delivery order even after calling the store twice. Eventually I had to go and fetch the order myself.</p> <p>So clearly you can understand my frustration with this particular branch. Perhaps benchmark against Nando's Kayalami in Midrand and see how they deliver outstanding service and quality.</p> <p>I pay for my food and I expect quality and not handouts to compensate me for the service failure. All I ask is that this matter be escalated to someone at the top so that matter can be addressed to avoid further customer dissatisfaction. Get your house in order and fix the problem otherwise you are bound to get more negative media exposure and this will tarnish the once very popular brand. Just browsing through all the negative reviews on Nandos surely something drastic needs to happen as we all can't be making fabrications of the service and quality of product being received. </p>