the worst experience, horrible manager, no customer etiquette, Missed family time

so Nando’s has been a favourite of mine since my schooling career. It has become a bit expensive so as an adult we not able to afford it as often as we would like. Friday 13 September my finance and I were due to take a trip to Mossel Bay as his step sister was due to have her matric Ball send off at 20h30. To ensure we were ready immediately after work we had our food scheduled for delivery at 17:15. I got home at about 5 and kept watching the app to ensure we don’t miss the delivery. The uber app kept refreshing but the order never reached us. We called the contact centre number for uber and the call kept being ended. We called the Nando’s store and never got through to speak to anyone. After much frustration we decided to drive to the store to collect our food and hit the road stat.

When we got to Nando’s Cape Gate we spoke to the teller who told us that the uber driver collected our food but wasn’t able to do the delivery and he hasn’t returned with the food. The uber driver subsequently deleted the chat which they were unable to recall. NOT CLIENTS FAULT. We then spoke to the manager Lloyd Patrao who was very arrogant had the least amount of customer service etiquette I’ve ever experience for a restaurant manager. The more my fiancé and I tried explaining that we never got our order (knowing the order was still running on the app, no1 asked us for the password we supposed to supply to the driver) instead the manager insisted that we redo the order, which we didn’t as I refused to pay twice. He never once apologised for this miss communications between Nando’s and Uber, again: NOT CLIENTS FAULT. And if we never went into the store we wouldn’t have known what the hold was. I am still waiting for the refund to be credited to my debit card since the whole ordeal. This has left such a bad taste and experience for us and we told everyone in Mossel bay about the experience we had. We missed her send off and weren’t there for the family photos we planned for so long to take. I am utterly disappointed in Nando’s staff who was were unhelpful, and the manager's attitude was less than accommodating.