Poor Service by Manager Sbongile at Nando’s Northmead

I am writing to express my dissatisfaction with the service I received at your Northmead branch on October 28th. I placed an order online for collection, but upon arrival, I was informed that the store was offline, meaning I couldn’t use my card for payment. I was directed to find an ATM to get cash, which was inconvenient and time-consuming, especially at night.

After returning with cash, I was told my order couldn’t be processed with the voucher I initially used online. Due to the store being offline, I was informed I would need to pay the full amount as they couldn't verify the voucher. I requested to speak with the manager, Sbongile, multiple times, but she never came out to address the issue, explain the situation, or offer an apology. I waited for over 30 minutes without any resolution.

After this unnecessary wait, a cashier finally handed me my food and said the system issue would be sorted out later, a solution that could have been offered from the start. It felt as though the store’s offline issue was made my problem, and the staff made no attempt to minimize the inconvenience.

This experience was extremely frustrating, and I expected better customer service from Nando's. I hope this feedback helps improve your processes and customer care.