Nando's

Dear Nandos,

To the readers: get ready for > 700-word feedback/complain



I would've raised my concerns in person however, I feel it might be a little scandalous if I did and that would disrupt an already stressed-out staff. I tried calling them when I got home, however, it says that their voicemail is full and they must still be busy. I also tried to give my feedback through their website but it would not let me.



Experience and feedback:

We went to Nandos Canning Vale at around 6-8 pm. It was a busy time I understand. We initially bought 2 whole chickens for takeaway. After waiting, they called our name and we took the food that was in an Uber bag and left immediately as our family is waiting for the food. Not taking much notice of the bag, we thought that’s just how they pack their food or they have ran-out of the usual Nandos paper bags. At home, only then did we realise that the food in the bag was not our order, so we drove back to return the food as it is someone else's. They took the back the Uber order and we got our correct order. I then decided to order another whole chicken. The cashier was a tall man with brown hair and facial hair, from what I recall. He asked for my name, which I gave and I even spelt it for him. I got a copy of the receipt and went to the table to wait for my order. A name was then called (Reen) and no one seemed to be responding, I only turned my head when the lady said one mild chicken, but then a guy responded and confirmed, so I thought he was “Reen”.

Since I had a gut feeling that it was probably mine, I checked the name written on my receipt and it reads “Reen”. I went to the takeaway area and told them my realisation. The staff tried to chase after the man, but I told them, we might have had the same order, so if it is the case, I will just take his' instead. The staff confirmed this. The cashier who served me asked his coworkers what happened. It wouldn’t have been a problem if the staff responsible for grilling chickens said: “it happened again, first they got the Uber order and now someone got theirs.”



To me, that felt like they were blaming us for the (their) mistakes that would have been easily prevented if only they listened and confirmed. They were busy I know, but it was not right that they would say such things while the customer is in the vicinity where I could see and hear their conversation. They should realise that we customers trust that they know what they are doing. Confirming names, confirming the order, double-checking takeaways, otherwise, I suggest using a number system. The lady handing out the takeaway order did apologise and explained that they've been busy and I appreciate that and said "it's ok" and I meant it as I know how hard it gets working in hospitality. The staff grilling the chicken confirmed our order, which was just a mild chicken, but he was giving a different vibe and the other lady who handed out my order was not very friendly, no acknowledgement whatsoever, I was even the one who said thank you and smiled. Overall, I rate our experience as 4/10. 4/5 for the lady who apologised. 3/5 for the food.

Also, the cashier should have admitted his mistake, not just stood there and let me take the blame for not responding when they called out “Reen”. Reen was not the name I said and spelt out. Please change to the numbering system for takeaways as it causes a lot of confusion and stress to your staff and customers and please! tell your staff to be more respectful, not all customer give you a hard time. For me, it was not fair that we take the blame for a mistake clearly made by your staff and still be understanding only to be made feel as if we gave your staff a hard time and leaving your restaurant with not even a single smile from the person who handed it out.



Thank you.



Kind regards,



Reeva Bacala

12/06/2019