Horrific customer service.

I am writing to formally raise a complaint regarding a delivery order placed via the Nando’s app on 04 April 2026 (Order Number: 9586/ST***1).

The order was confirmed and paid for; however, approximately 30 minutes before the scheduled delivery time, I received a call from Connie at the New Market branch informing me that no driver was available. I was later advised that a Bolt driver had been arranged to deliver the order.

Upon the driver’s arrival at our complex, we followed the delivery instructions provided on the app and granted access. The driver then refused to hand over the order unless he was paid R18.00 in cash for waiting at the gate. As we did not have cash and he did not have a card facility, we were unable to comply. The driver became increasingly aggressive and refused to release the order without payment. As two females alone on the property, we felt threatened and requested that he leave. He subsequently left with the food.

I immediately contacted the branch and spoke with the manager, Charles. Unfortunately, the interaction was unprofessional. He incorrectly stated that we had returned the food and refused to process an immediate refund. He also declined to provide details of a branch manager.

Following this, I logged a complaint with the call centre (Reference: CAS-***-P6D6Z2). On 06 April 2026, Charles contacted me requesting my banking details. I asked that he send an email so I could respond securely; however, as of today (13 April 2026), I have neither received the email nor any refund.

This situation is unacceptable. I request the following:

Immediate processing of my full refund Written confirmation of the refund A formal explanation of how this incident will be addressed to prevent recurrence

I trust this matter will be treated with urgency and professionalism. Please respond at your earliest convenience.

Kind regards,