Poor Service at Nandos Mall of Africa

I had a very disappointing experience at Nando’s Mall of Africa on two separate occasions.

On Saturday, the staff member taking my order was extremely rude and dismissive, repeatedly rolling her eyes while I was speaking to her. When my mother and I collected our takeaway order, I requested cutlery (as none had been provided), and my mother politely asked for additional serviettes since we were six people and had only received two. The same staff member raised her voice at my mother, insisting that she had already provided serviettes, which was both unnecessary and unprofessional.

On Monday, I returned to place another takeaway order. I had a trolley with me and fully understand that trolleys are not permitted inside. On my previous visit, a staff member had kindly watched my trolley, but this time there was no one available to assist. I explained that I simply wished to place my order before waiting outside, as I did not feel comfortable leaving my belongings unattended. The cashier and manager refused to serve me, stating that I could not be assisted unless I left the trolley outside — even though it was in a public area where theft is common.

Additionally, on Monday, when I collected my takeaway, I was given only a fork. When I asked for a s**** and a knife, the staff member rolled her eyes at me and threw them into the bag, which was completely uncalled for. It is common sense and basic customer service to provide a complete cutlery set with a takeaway meal.

The overall service was unacceptable, with staff displaying a lack of courtesy, empathy, and professionalism. I have always enjoyed Nando’s food, but the attitude and behaviour of the staff at this particular branch have left a very negative impression.