Nando's Craigieburn — Restaurant in Melbourne

Worst nando's I have ever been. Once we arrived the sign which was on the door was showed as store is closed. When we got in one staff was eating food on the table and another was on the counter. After ordering, I asked them to change three glasses (there were only three glasses which I could get) cus it was dirty as hell with lipstick mark and one staff was about to get out of the work (seems that that staff was finished with her job) and one was still eating food ignoring what I asked after looking at me once. Eventually that staff who was about to get out of the store called other staff and I got clean glasses. After the person who was eating was done with enjoying his meal ( after around 20 mins since we came in the store ), he went to kitchen and started grilling chicken. When he put the chicken to the grill, he took the chicken from somewhere which was on foot level. it was very disgusting. After about 10 mins since he started grilling, they served the food after nearly 40 mins since ordering (we ordered food at around 3:10 and got food nearly 3:50). But other customers who came around 20mins later after us, they got the food at the same time. the chicken they served was not even hot. It got cold very soon. It obviously shows and I saw that the guy grilled chicken after enjoy his meal, other staff member who was inside of the kitchen didnt even try to cook and serve the food. I really disappointed in that staff's amazingly rude attitude and also food. I will never go this...

Dear Nando’s Customer Service,

I am writing to formally lodge a complaint regarding the extremely poor service my family and I received at your craigieburn branch on 15/08/2025

We arrived in the evening and placed our order promptly. After waiting 40 minutes, a staff member informed us that it would take an additional 45 minutes for our food to be ready — meaning a total wait time of nearly 1 hour and 30 minutes.

What made this situation even more unacceptable was that, during the time we were waiting, we saw multiple orders being served to other customers who arrived after us. This clearly shows that the delay was not due to overall restaurant capacity but rather poor service management.

We had young children with us who were extremely hungry and distressed by the prolonged wait. This turned what should have been an enjoyable family dinner into a stressful and unpleasant experience.

Eventually, we were told that our order could not be fulfilled and that a refund would be processed. Shockingly, we were then informed that it would take three days for the payment to be returned to our account — leaving us without both the meal and the money we had paid.

I expect a full explanation for this experience, a formal apology, and appropriate compensation for the inconvenience and distress caused. I also urge you to review the service standards and customer handling at this branch to prevent such incidents...

Pathetic service. Bad good and no regard for customers. If you want to spend money please go to some other Nandos. The owner herself does not know even the basics of customer service. Absolutely appalled by the behaviour by the restaurant owner. She was absolutely rude. We got a promotional email which explicitly stated that we are entitled to large side with every main meal. She said that we can only get one and would have to return again for another meal! This makes no sense. Was the expectation from Nandos that for our family of three wanting 4 main meals, we return back to store 4 times! She also said that they are franchise which pretty much means they don't care about Nandos central headquarters making any promotions. When I asked for refund on my card back, they said the machine does not refund, we can only give cash. We used to go to Nandos a lot but not anymore. Further to add to this, we already availed this deal at broadmeadows Nandos with no issues. Craigieburn Nandos is in a bad state. Filthy place, no customer service, undercooked food, I wonder why people go there. I previously made a complaint about the same store but nothing happened. Don't waste your...