Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Nando's is described by customers as a brand they want to love but repeatedly feel let down by. Recurring themes are dry chicken served without basting sauce, missing items, app payments taken without orders reaching stores, and refunds that stall for weeks. Bright spots exist where named staff and branch managers step in, but these are the exception rather than the pattern customers describe.
Top Strengths:
- •Customer Service & Staff Conduct: Customer Service and Staff Conduct (1.6) carries the strongest positive moments, with individually named team members such as Ayabonga, Sinethemba, Thabelani and Sakhina praised for warmth, honesty and going out of their way to help.
Replied to 100% of negative reviews
Reply time on negative reviews: 14h 31m
TrustIndex
2.9
Ranking
#1
in Restaurants
Reply Time
14h 35m
NPS Score
-54
Recommended: Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 14h 31m
Nov '25 - Oct '26
Frequently Asked Questions About Nando's
What do customers say about Nando's?
Based on recent customer reviews, Nando's is described by customers as a brand they want to love but repeatedly feel let down by. Recurring themes are dry chicken served without basting sauce, missing items, app payments taken without orders reaching stores, and refunds that stall for weeks. Bright spots exist where named staff and branch managers step in, but these are the exception rather than the pattern customers describe.
What is Nando's's biggest strength?
Nando's's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Staff Conduct. Customer Service and Staff Conduct (1.6) carries the strongest positive moments, with individually named team members such as Ayabonga, Sinethemba, Thabelani and Sakhina praised for warmth, honesty and going out of their way to help.
What are the most common complaints about Nando's?
The most common complaint about Nando's, based on Hellopeter's AI analysis of recent customer reviews, is Wait Times & Speed of Service. Wait Times and Speed of Service (0.9) is a persistent frustration, with drive thru and sit down waits stretching well past thirty minutes, deliveries arriving hours late and cold, and promised app or SMS ready times routinely missed.
How does Nando's compare to other Restaurants companies?
Nando's scores 1.2 out of 5 on Hellopeter's AI analysis of service quality in Restaurants, compared to the Restaurants industry average of 1.3. Their strongest theme is Customer Service (1.6); their weakest is Order Accuracy (0.8). The top AI-rated Restaurants business on Hellopeter is (). How is the AI Score calculated? →
Is Nando's trustworthy?
Nando's has a TrustIndex of 2.9 out of 10 on Hellopeter, based on 236 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 14 hours 31 min. Hellopeter has tracked Nando's across 6,704 total reviews. How is the TrustIndex calculated? →
Recent reviews (236)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Feb 2019
Horrible service
Service and food have been horrible for the past few months. You have to complain before you can get your order in time, and eventually, when you get the order, it tastes like it has been stored away for ages; they warmed it up and sold it to you
1 reviews | Active since Feb 2019
Horrible service
Service and food have been horrible for the past few months. You have to complain before you can get your order in time, and eventually, when you get the order, it tastes like it has been stored away for ages; they warmed it up and sold it to you
1 reviews | Active since Apr 2024
Double Charged at Nando's Umgeni Road, Springfield – Refund Process Concerns
I visited Nando's on Umgeni Road, Springfield, Durban, and purchased a meal for approximately R200. My payment appeared to have gone through successfully on my side, but I was informed by the staff that the payment had not reflected on their side. I was then asked to make the payment again, with the assurance that the initial transaction would be reversed. I have since tried contacting the branch to resolve the matter. The lady who assisted me, Lungile, advised me to email a bank statement, the last four digits of my bank card, and the name appearing on the card to *** in order for the matter to be rectified. While I understand that payment discrepancies can happen, I am uncomfortable with having to submit my card number and full names on my bank card, to resolve an issue that arose during a transaction at the restaurant. I would appreciate a clear explanation of why this information is necessary and whether there is a safer, more appropriate way to process the refund. As a customer, I expect payment issues to be handled transparently, professionally, and with due consideration for my financial privacy. I would appreciate it if Nando's management could investigate this matter, clarify the refund procedure, and assist me in recovering the amount paid twice. I look forward to a satisfactory resolution.
1 reviews | Active since Apr 2024
Double Charged at Nando's Umgeni Road, Springfield – Refund Process Concerns
I visited Nando's on Umgeni Road, Springfield, Durban, and purchased a meal for approximately R200. My payment appeared to have gone through successfully on my side, but I was informed by the staff that the payment had not reflected on their side. I was then asked to make the payment again, with the assurance that the initial transaction would be reversed. I have since tried contacting the branch to resolve the matter. The lady who assisted me, Lungile, advised me to email a bank statement, the last four digits of my bank card, and the name appearing on the card to *** in order for the matter to be rectified. While I understand that payment discrepancies can happen, I am uncomfortable with having to submit my card number and full names on my bank card, to resolve an issue that arose during a transaction at the restaurant. I would appreciate a clear explanation of why this information is necessary and whether there is a safer, more appropriate way to process the refund. As a customer, I expect payment issues to be handled transparently, professionally, and with due consideration for my financial privacy. I would appreciate it if Nando's management could investigate this matter, clarify the refund procedure, and assist me in recovering the amount paid twice. I look forward to a satisfactory resolution.
1 reviews | Active since Sept 2024
Get better waiter's
Had the worst experience at Nando bothasig. Had to ask the waiter to come clean the table. When she brought our for it was just placed on the table didnt bother to as who ordered what. We had to wait long for our drinks. Our kids ordered milkshake. The milkshake was only made when they were almost done with their food. My son ordered a bar one milkshake it tasted so terrible not even close to a bar one milkshake. Not to mention the strawberry and cream milkshake my niece order. The milkshake was made with nesquike powder. My son's plate was taken from him not even asked if he was done eating. It was my first eating by Nando's bothasig and it will definitely be my last. I would not recommend anyone to go there
1 reviews | Active since Sept 2024
Get better waiter's
Had the worst experience at Nando bothasig. Had to ask the waiter to come clean the table. When she brought our for it was just placed on the table didnt bother to as who ordered what. We had to wait long for our drinks. Our kids ordered milkshake. The milkshake was only made when they were almost done with their food. My son ordered a bar one milkshake it tasted so terrible not even close to a bar one milkshake. Not to mention the strawberry and cream milkshake my niece order. The milkshake was made with nesquike powder. My son's plate was taken from him not even asked if he was done eating. It was my first eating by Nando's bothasig and it will definitely be my last. I would not recommend anyone to go there
1 reviews | Active since Jul 2012
Horrible service at Nando's Nel Park
Nando'ls Philip Nel Park offers the worst service. It was a hot day today and we could not sit on the patio because they four employees occupied all the three tables with the umbrellas. Preference should be given to customers honestly.
1 reviews | Active since Jul 2012
Horrible service at Nando's Nel Park
Nando'ls Philip Nel Park offers the worst service. It was a hot day today and we could not sit on the patio because they four employees occupied all the three tables with the umbrellas. Preference should be given to customers honestly.
1 reviews | Active since Sept 2020
POOR CUSTOMER SERVICE
I am writing to formally complain about an order I placed at Nando's Vanderbijlpark last week Friday the 25 September 2026 , which to date — almost five days later — I have still not received. Despite reaching out, neither Nando's nor Uber has taken accountability for this matter. My payment was processed and deducted, yet I have received no order, no explanation, and no resolution. I am extremely unhappy with this level of service. This is poor customer service, and at this point, I feel as though I am being ****** of my money. If I did not receive my order, I do not understand why my money has not been refunded back into my account. No one is taking accountability for this situation. I would like this matter investigated urgently, and I expect either the order to be fulfilled or a full refund to be processed without further delay. Please treat this matter with urgency, as it has already been outstanding for too long.
1 reviews | Active since Sept 2020
POOR CUSTOMER SERVICE
I am writing to formally complain about an order I placed at Nando's Vanderbijlpark last week Friday the 25 September 2026 , which to date — almost five days later — I have still not received. Despite reaching out, neither Nando's nor Uber has taken accountability for this matter. My payment was processed and deducted, yet I have received no order, no explanation, and no resolution. I am extremely unhappy with this level of service. This is poor customer service, and at this point, I feel as though I am being ****** of my money. If I did not receive my order, I do not understand why my money has not been refunded back into my account. No one is taking accountability for this situation. I would like this matter investigated urgently, and I expect either the order to be fulfilled or a full refund to be processed without further delay. Please treat this matter with urgency, as it has already been outstanding for too long.
1 reviews | Active since Oct 2009
Absolutely clueless. They do not read the order that they receive and prepare anything
I ordered two burger meals from Nando's at a completely prohibitive price of nearly R500. One was a regular chicken burger the other VEGETARIAN. The side were spicy chips and spicy wedges. I was sent two CHICKEN burgers, the wedges were raw and the chips had so much spice on them that they were inedible. Completely shocking that something that cost SO MUCH was so disgusting.
1 reviews | Active since Oct 2009
Absolutely clueless. They do not read the order that they receive and prepare anything
I ordered two burger meals from Nando's at a completely prohibitive price of nearly R500. One was a regular chicken burger the other VEGETARIAN. The side were spicy chips and spicy wedges. I was sent two CHICKEN burgers, the wedges were raw and the chips had so much spice on them that they were inedible. Completely shocking that something that cost SO MUCH was so disgusting.
1 reviews | Active since Jul 2018
Bouji Bowl disappointment
I bought the Halloumi and Avo with shredded chick bouji bowl. There was only 1 piece of halloumi in, the chicken was hard and dry and covered in sauce almost as to cover the dryness. There was also hardly any rice. The bowl was half empty. It was not appetising at all compared to the other branches where I had the exact same meal. For R95, it was not worth it at all.
1 reviews | Active since Jul 2018
Bouji Bowl disappointment
I bought the Halloumi and Avo with shredded chick bouji bowl. There was only 1 piece of halloumi in, the chicken was hard and dry and covered in sauce almost as to cover the dryness. There was also hardly any rice. The bowl was half empty. It was not appetising at all compared to the other branches where I had the exact same meal. For R95, it was not worth it at all.