Formal Complaint – Poor Food Quality and Service at Nando’s Lifestyle (Drive-Thru)

I would like to formally raise a complaint regarding an extremely disappointing experience at the Nando’s Lifestyle branch earlier today, shortly after 12:00, using the drive-thru. I placed an order for chicken livers with pap, a side of mac and cheese, and a pulled chicken and cheese pita. The total cost was R179, which I find unacceptable given the quality of food and service received. Firstly, I waited in the drive-thru queue for over 10 minutes, which already set a poor tone for the experience. In addition, my order slip was taken from me, which made the process confusing and raised concerns about how orders are being managed between different sections of the restaurant. Upon receiving the order, the issues were as follows: The “pulled chicken and cheese pita” was not a pita, but rather a wrap. While it was edible, it was not what was ordered. The mac and cheese was extremely dry, with what appeared to be cheese sprinkles on top rather than a proper cheese sauce. The chicken livers portion consisted of approximately 10 pieces, served with no sauce whatsoever and an excessive amount of pap, making the dish dry and unbalanced. Overall, the food quality was far below standard, and certainly not reflective of what one would expect from Nando’s, especially at this price point. The meal was disappointing and felt like poor value for money. I would appreciate this matter being investigated and would like to request appropriate feedback and resolution. Kind regards, Lauren Novello