Nando's Werribee Pacific — Restaurant in Melbourne

I have just had the worst customer service experience i had in a restaurant from this Werribee store. If my friend hadn't already had ordered I would of gone to Schnitz instead for a reliably great dinner experience. It started with no glasses given. The reason we were told was "they're all in use". In a covid pandemic this is disgusting to expect a customer to share out of a single glass bottle with no glasses. Then the queue to order took over 25 minutes to be served. I asked if their second register that wasn't being used - was broken, the manager said that it was working, but they only have 1 staff in the restaurant that can use it. To hold up 10 customers after myself who was second in line, is wasting everyone's time and obviously demonstrating severe unstaffed and lack of training in your business, resulting in an inability to cope with basic customer service. I have raised these concerns with the management and was disregarded to continue cleaning tables and walking laps around the store. The checkout lady was nice though. Nandos is meant to pride itself on it's quick and sufficient service which it has completely failed on. The $9 burger was tiny, appropriate for a child and not an adult, no serviettes were served with my dish, and the management of this establishment has made myself or my friends to never return. I will be spreading this experience to my friends and family because no one else should have a dinner ruined, their time utterly wasted, and covid precautions disregarded like I unfortunately had to...

My family and I recently dined at your Werribee plaza restaurant and were very pleased with the food , it was fresh, delicious, and full of flavour. We appreciate the quality and service when it comes to the meals.

However, I would like to share some feedback about an interaction that left us feeling quite disappointed. We left the restaurant around 6:20 PM, but unfortunately, the experience ended on a negative note due to the way a staff member spoke to us.

After we had finished our meal, my husband kindly asked one of your team members (who introduced herself as Neha or Naha) for a takeaway container, which she provided. A moment later, she came to our table and said, “Can you take your rubbish when you leave? pointing to a sushi bag we had brought from another store for our children to bring home.

I was quite shocked by the assumption and tone. That bag was not rubbish, but food we brought for later. Just because someone has a bag at their table doesn’t mean it’s trash. It would have been more respectful to ask politely or clarify before making that kind of comment.

We understand that each customer is different, and so are their circumstances. As regular customers, we were disappointed by how the situation was handled, especially at the end of an otherwise lovely meal.

We hope this feedback is taken constructively to help improve communication and...

I generally do not write reviews, rather this is the first time that I've written one. I believe it's because my experience today merits it. And it was because of the wonderful staff.

Don't get me wrong. The food was great. Perfectly grilled, succulent chicken with great flavour and those amazing sauces, and fries that were hot, crisp and plentiful.

But the best part had to be the staff. They were courteous, polite and very helpful. And I have to give a shout out to Sam.

Sam's service was amazing. Everything from his demeanor to his service was excellent. He was friendly, charming, helpful, understanding, energetic, had great rapport building skills, and overall a pleasure to interact with. He treated us with respect, and a jolly frankness that was neither over the top nor crossed any lines.

Sam, buddy, if you are reading this, thank you for the lovely service. And to be honest, you ought to set up a masterclass or something to teach other people in this industry how to be as good as you. From this day forward, you are my gold standard and every server will be compared to you and the high bar you have set.

All in all, as Flora would say, it was "Perfectly Splendid". 😄. Apologies to the people who don't get that reference. 😁

P.S.

Sam, if this does make you set up that masterclass and you make a ton of money, I get 15%. 😉 lol. Just kidding....