Apalling service at Nandos waterfall driver thru

Dear Nando’s Team,

I hope this message finds you well.

As a company, we have regularly made use of the Nando’s Waterfall Drive-Thru for our team and training meals. However, we have experienced repeated issues that are affecting our confidence in the service provided.

Due to the R1500 limit on orders, we are required to split our purchases into separate orders. On two separate occasions now, we have not received delivery or only one order has been delivered. Despite follow-up calls to the store, we were informed that the order could not be delivered due to the unavailability of a driver.

Today, we placed our order at 10:30 AM and were given an ETA of 11:45 AM. By 12:45 PM, we were informed—only after our follow-up—that no driver was available. This repeated lack of communication and failure to fulfill confirmed orders is disappointing.

Moreover, the attitude of the staff, the store manager, has been concerning. There was little to no acknowledgment of the inconvenience caused, and no sincere apology was offered. This lack of accountability and empathy reflects poorly on the brand.

We would appreciate it if this matter could be escalated appropriately. The consistently poor service and lack of customer care make it difficult to continue supporting the Waterfall Drive-Thru branch.

We simply cannot rely on you to deliver to us.