Very Disappointing Service from Nandos Moodi Street Pinetown Durban

Good day,

I would like to bring to your attention the utterly disappointing service we experienced today.

We order meals from this branch regularly, having our food delivered to us within 45 minutes. Today we placed our order at 12.20pm, for the total value of R 443.50 and we were advised it would be delivered within an hour. We were not advised of any delays with our delivery, neither were we advised of high volumes of orders resulting in such delays.

We had made atleast 7 calls to the store querying our delivery, starting at approximately 1:00pm. Each time we were told that our delivery is 3 minutes or 5 minutes away. When this time exceeded by atleast 15 minutes more we called again and again and again, each time being told the same excuse by the store manager, Fazi. He was going to check with his driver and call us back which never happened. The one instance we even asked for the drivers phone number and were given an incorrect number.

Our delivery eventually arrived at 14:35pm in a very bad condition. Our entire order was ice cold, food was scattered all over in the individual bags, part of our order was not even delivered.

As the driver arrived to our premises, the store owner called him. We spoke to the store owner who simply apologised for the delay [the 2.5 hour delay] and said because our food was that late we wont be charged a delivery fee. His excuse for our food being delivered so late was that they are experiencing high volume of orders. This is a rather lame excuse and contradicts what we were told the numerous times that we phoned the store. The manager should have simply advised us that the order will be late as they are very busy, instead of lying that it already left and is a few minutes away. If we knew that it would be late we could have made alternate arrangements to perhaps collect the order. This is very disappointing as we have 2 very pregnant women whose orders were part of this and it is infuriating that they were **** to and had to wait 2 hours for their food.

I trust that you will look into this and revert with positive feedback to avoid this type of neglect in the future.