Very bad service

Nando's did it again I don't know if people working there are illiterate. I placed an order on their app and selected the cutlery option and it clearly states on the receipt in big bold letters that "ADD CUTLERY" again I have to take my food home and warm it with a microwave I selected the cutlery for a reason I'm at the office and Nando's employees decides that I have to eat my food using my bare hands. It's now the third time this happens and looks like all franchises arevl like that. Last time it was Bruma today it's Norwood. Clearly there is no good service when it comes to Nando's