Nandos monte casino urgent health concern

I am writing to express my serious and urgent concerns following a detrimental experience at your Montecasino branch in Johannesburg on 09 July 2025.

I ordered a Quarter Chicken with Corn, specifying that the sauce be mild—as clearly stated on your menu and consistent with previous visits. However, when I received my meal, it was extremely spicy, far exceeding what anyone would reasonably consider “mild.”

Upon raising the issue, the branch manager explained that your head distribution centre has altered the sauce levels—mild is now the equivalent of “hot,” and hot is now “extra hot.” She candidly admitted she herself could no longer tolerate the so-called mild. Instead of a proper solution, I was offered merely a glass of ice water.

This incident is not only a failure of service but a case of false advertising and negligence. I was unable to finish my meal, and later that evening I experienced severe stomach cramps and bowel disturbances. I was forced to take Gaviscon to alleviate my discomfort and suffered significantly due to this issue.

Key concerns:

What has changed with your sauce distribution, and why were customers not informed?

Why was mild sauce reclassified as hot without any notice or warning?

What measures are you implementing to prevent health risks and restore transparency?

I expect Nando’s to:

1. Issue a formal explanation immediately.

2. Apologise for the distress caused.

3. Provide compensation for the ordeal and resulting costs (e.g. medical relief).

I request your urgent written response to address this matter comprehensively and promptly.