Bad service at Nandos Springfield

Hi

I was at Nandos Springfield and I am still terrified of the treatment I recieved from the staff that served me.

I was with my mom and my 3 year old daughter on a Thursday evening at 19:14 afternoon after doing our groceries at Makro.

I ordered 2 idlanathi meals, 2 garlic rolls and a in-house made fizzy drink. When the lady who was serving me was done with my order in the most unfriendly and rude manner I told her to please hold on to the table number because my daughter is allergic to Nandos meals since they give her a running stomach I will quickly run across the street to buy her a small pizza. The lady then responded and said meals that are not bought at Nandos cannot be consumed inside Nandos.

My question to her was ,so with that rule being said where must my daughter consume her meal( little pizza)? She just said I will call the manager for you.

The manager then came to talk to both my mom and I because we were still puzzled by the fact that we are hungry and since Nandos does not have any meal to accommodate my child what were the options I had as a customer.

The manager then insisted that we should rather leave the restaurant even after I had explained to her that we are hungry and would just like to sit down and eat

The manager by the name of Mpume failed to resolve the situation (no solution as to how should we accommodate the baby but instead she asked "her" staff to cancel our order with out our concent nor informing us of her decision and what grounds was she was taking that decision on). I then asked Mpume for a contact where I will be able to report what had transpired and she left for a good 15 minutes just to give me the contact details to the complaints department.

I refused to leave because I was too hungry and I knew our order would be ready in 10-12minutes .We sat down waiting for our meal because we had not been aware of what the manager had told her staff ( cancel the order)

After 20 minutes I asked one of the staff members to check if our order was ready

And that was when I found out that our meal had been cancelled.

No money was returned and no explanation.

The manager then told me to walk towards the counter where she was now going to refund me. We did not want a refund but we were hungry and wanted to eat and she kept on arguing with us about a Pizza that we never bought saying we were going to consume the pizza at the nandos premises.

I had Ice cream in the car and it had already started melting.

We argued back and forth with manager beacause she was still refusing to give me our meal until one customer complained that it was very disturbing for her as a customer to witness such and argue and the fact that she was busy talking about a Pizza I hadn't bought.

She was very rude!!!

I called the Nandos number and I spoke to Chadaney who said she will send me a reference number for the call of which I haven't received up until this day.

I am very disappointed with the way Nandos compliants department has delt with my query.