Serious Negligence in Handling Complaints and Failure to Address Food Contamination Issue

Nando's, I am once again, writing to express my deep dissatisfaction with the lack of response and follow-up regarding a serious complaint I made to Nando's South Africa, specifically the branch located in Kuilsriver, Cape Town, a month ago. Despite numerous assurances that I would be contacted, no effort has been made to address the issue I encountered at your establishment. On 29 April, I ordered from Nando's in Kuilsriver (UberEats) and ordered a family meal from your esteemed restaurant. To my utmost disappointment, I discovered hair in the food. This discovery was not only highly unpleasant but also caused a great deal of distress and discomfort. In light of this unfortunate incident, I immediately brought the matter to the attention of your staff, who assured me that my complaint would be escalated to the appropriate parties. Additionally, I was promised that I would be contacted within a reasonable timeframe to discuss the issue further and find a satisfactory resolution. Regrettably, despite these promises, I have not received any communication from Nando's regarding my complaint. This complete lack of response and failure to address a serious food contamination issue is highly concerning and reflects poorly on the quality of service and customer care provided by Nando's. As a loyal customer, I expected better from a well-established and reputable chain like Nando's. I believe it is your responsibility as a company to prioritise customer satisfaction and promptly address complaints, particularly those involving health and safety concerns. It is disheartening to experience such a disregard for customer well-being and to be left in the dark with no updates or resolution in sight. I kindly request that you take immediate action to rectify this situation. I expect a thorough investigation into the incident, as well as the negligence and lack of follow-up. Furthermore, I insist on receiving a detailed account of the measures being taken to prevent similar incidents from occurring in the future as this is a risk for other citizens and customers of your restaurant. If I do not receive a satisfactory response within 5 business days from the date of this complaint, I will be compelled to escalate the matter further.