Complaint Regarding Poor Service and Cold Food – Nando’s Seapoint (12 October)

Dear Nando’s Seapoint Team,

I am writing to express my deep disappointment following a recent visit to your branch on Sunday evening, 12 October.

My family and I arrived and placed our first order at 20:07, followed by a second order at 20:11. Unfortunately, what was supposed to be an enjoyable dinner quickly turned into a frustrating and unpleasant experience.

Our food and drinks only began arriving at 20:56 — nearly 50 minutes after our initial order. When the food finally came, we were shocked to find that the chicken and pulled chicken sandwich were completely ice cold, and the mac and cheese was dry and cold as well. Our second order, which consisted of a full chicken and three sides, also arrived cold and the chicken was particularly dry.

I immediately requested to speak to a manager. The manager did come over, apologized, and offered to take the food back to be reheated. When the food returned — around 21:30 — it was still cold. To add to the frustration, one of the sides we ordered had still not arrived by then and only came after we had finished eating.

To make matters worse, customers who arrived after us received their meals, finished eating, and left — all while we were still waiting for parts of our order.

This entire experience was extremely disappointing. The quality of the food and the poor service we received were not at all up to the standard I expect from Nando’s. I trust you will take this feedback seriously and ensure that steps are taken to prevent similar experiences for other customers in the future.

I would appreciate a response to this complaint and to know what action will be taken to address this matter.

I email the nandos support and was told to wait 3-5 business days for a RESPONSE which is TOTALLY ABSURD