Nando’s Leaping Frog – Poor Service and Incompetence

I placed an order at 6:38 PM this evening, expecting it to arrive by 7:30 PM. When it didn’t arrive, I called the Nando’s call center and selected option 3 to contact the store directly. From 7:30 PM to 8:00 PM, I repeatedly tried to call the store, but no one answered.

Frustrated, I then called the complaints line (option 4) and spoke to a lady named Sipati. Unfortunately, she was unable to assist and simply offered to transfer me back to the store despite me explaining that no one was answering. I found this highly unhelpful and questioned the purpose of a complaint line that couldn’t resolve basic issues. Only after pressing her did she finally take down my details, but the entire interaction felt dismissive and unprofessional.

At 8:10 PM, I finally got through to the store, only to be told that no drivers had been dispatched and that my order hadn’t even been made yet. I was informed I would need to wait even longer, which was unacceptable given the time that had already passed. I ultimately canceled the order due to the complete lack of communication and responsibility. But my order was then delivered at 8:45PM and i felt obliged to pay and take the food that was cold and ill prepared.

I am deeply disappointed with the overall experience, especially the lack of urgency, poor customer service, and the rude attitude from the complaint line. This is not the level of service I expect from Nando’s.