Complaint Regarding Poor Customer Service at Nando’s Benmore

Dear Nando’s Management Team,

I hope this message finds you well. I am writing to formally lodge a complaint regarding the disappointing and unprofessional service I received at your Benmore store.

On the day of my visit, I approached the counter and noticed a couple ordering. I politely interjected to ask whether the till was open, and a lady wearing a green shirt responded, stating it was open for cash payments only. I confirmed that I would be paying in cash and proceeded to ask how long it would take for a quarter chicken. She rep**** that it would take 8 to 10 minutes. However, shortly after, she left me talking to myself and moved to another till, allegedly to assist a trainee who was struggling.

I was left feeling completely disregarded and unimportant. I attempted to address the situation with the staff member, only for her to raise her voice at me. As if this wasn’t enough, a woman from the kitchen left her station to intervene and, in Zulu, told the staff member that I was not important and should not be allowed to "spoil her day." This behavior was completely unacceptable, as I am a paying customer and had every right to express my concerns.

I decided to leave without placing an order and called the store to speak with the manager, hoping the matter would be addressed professionally. Unfortunately, the manager, Mr. Phumlani Msane, refused to provide me with the names of the staff involved so that I could lodge a proper complaint. When I attempted to explain my dissatisfaction, he told me to hold while he dealt with something else, only to hang up on me. When I attempted to call back, my calls were declined.

This experience has left me deeply frustrated and disappointed, and I believe it reflects poorly on Nando’s as a brand. The lack of customer care and respect I experienced, not only from the staff but also from management, is alarming.

I urge Nando’s to revisit its training procedures for both staff and management, particularly in how to handle customer complaints and how to provide a respectful and courteous experience for all customers. I expect a prompt response to this complaint, including a resolution and an apology for the behavior I encountered.

Thank you for your attention to this matter. I look forward to hearing from you soon.

Sincerely, Pretty Manganyi