Nando's Pakenham — Restaurant in Melbourne

Extremely Unprofessional Service

Been a regular(daily basis) Nando’s customer from more than a year. Recently moved to Pakenham and started ordering my usual order from this branch with same instructions. Not even once any branch complained for my “special instructions “ and I guess that is why they have the special instructions section in their app. But on my third day when I went to pick up my order the manager came and told me that they cannot cater my order with special instructions from now on as they are busy at lunch and cannot follow the instructions and I told him that I have been ordering the same order on daily basis and never had the issue from any branch and told him He can bring up my profile in system and He can see I do the same order always and He very unprofessionally replied it doesn’t matter they cannot do it I told him Nandos will loose a regular customer to which He replied “I don’t care but if you wanna do the regular order we can do that but not with special instructions “ I wasn’t going to Nando’s for a Free food I was paying on average atleast $25+ every time I go there and on daily basis wasn’t doing anything wrong placed my order through app to avoid any human error but getting the answer like this from a international food chain and that too from the store manager is very petty He should have atleast seen the pattern that this guy comes daily etc. and my instructions weren’t some rocket science it was more of doing their job properly and not to cut corners which I am sure comes from staff’s laziness not in the SOP’s I wish I could have given them less than one star.

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I understand sometimes a restaurant can be short staffed and things happen but unfortunately tonight was a less than pleasant experience. Both myself and my sister order at 6:46 and 6:47pm. We initially observed the restaurant to be mildly busy but were told by staff that our orders would be roughly around 20/25mins wait, so we decided that we'd go to do some grocery shopping in that time. Unfortunately we were not made aware of the huge catering order that had been placed before us, the constant ubers and therefore ended up waiting an hour and 20mins for our food that once we finally got was only just warm. I kept hearing the manager telling customers that they were very under staffed and were very busy. We also observed food that was wrapped sitting on the marble counter for quite a length time not being kept very warm at all, so our food had been sitting there, alas waiting for the catering order to be finished before we could even had mildly warm chips to be served for our already luke warm order that had been sitting waiting. Unfortunately I think it may be a while before we visit again due to this experience, as I've said previously I understand staffing issues and what not can happen, but to not to be told a fair wait time knowing there was a huge catering order when staff clearly would have known and not lied and told us a small wait time to sit and then watch this huge catering order come out I think is very unfair...

The staff are lovely but unfortunately the food takes long to come and just about every table was dirty. My daughter and I were lucky to find one clean. We were there for about an hour and a half, we noticed people were coming in and leaving after seeing the mess. We witnessed a few people cleaning a table themselves to sit down to eat their food. This is always the case. Obviously they are well understaffed and head office does not give a hoot. To HEAD OFFICE....If you want your revenue to increase then hire more people cause the way it's going there you are losing customers by the dozens. We saw about 15 people come in and walk straight out cause of the condition the place was in. It's not fair on the low staff that you employ that you expect them to take orders, cook, serve the food and clean. If I managed my business like that I would definately get a bad name and go broke. If you don't know how to run a business then get out and do...