Formal Complaint – Poor Service Experience at Nando’s Sea Point

Dear Nando’s Management,

I would like to formally lay a complaint regarding the terrible experience my family and I had at your Sea Point branch on Sunday.

We were there to celebrate my mother’s 65th birthday, and our group consisted of around 30 people. Unfortunately, the service and overall experience were extremely disappointing.

Firstly, the cashier failed to ring up my complete order — I only noticed once we were seated that my daughter’s meal had not been included. When our meals were served, they arrived in bits and pieces: one family received their chicken, another received only chips and rolls with no chicken.

We were informed that there was no coleslaw available and were asked to choose an alternative. However, a while later, we were told the coleslaw was being prepared — by that time, most of us had already finished eating. I eventually had to go to the front counter to request chips instead. In addition, the food that was served was cold.

To make matters worse, our waiter displayed a poor attitude throughout — from when she initially got my order wrong to the manner in which she served our meals.

I called yesterday to report this experience and was told I would receive a call back, but I have not yet heard from anyone. This lack of follow-up adds to my disappointment.

This experience was completely unacceptable, especially for a special family occasion. Unfortunately, after this incident, my family and I have decided that we will not be returning to the Nando’s Sea Point branch again.

I would appreciate it if this matter could be investigated, and I kindly request appropriate feedback regarding the service and food quality issues we encountered.

Kind regards,