Nando's Werribee — Restaurant in Melbourne

I wish I could describe how disappointed and disgusted I am with this store.

On Saturday 15th march I went into the store to place an order worth $250 for pick up at 7:15

Around 7pm I had a family emergency were I was unable to pick up the order at that moment, I tried and tried to call the store to let them now but the number was not working

Around an hour later I arrived and told them that I was here to pick up my order and apologised that I was so late, the crew had told me that the orders had been picked up

At first I was confused but thought that maybe my cousins had picked it up, but no he had not.

Turns out my order of $250!!!! Was given to a random person, without even bothering to check for the order confirmation. I understand for small orders you just would need the name, but for such a large order you would need something of proof.

I asked them what happens now, the crew told me they were happy to remake my order, but you this idiotic manager came out and said no they could not.

I asked how about a refund and at first he refused and completely ignored me by walking away like I wasn’t there. Waited for him for about 5 minutes, he came back angrily and told me you can take the refund or not but I’m not remaking it we close soon (they had 3 hours till close.)

I was like okay just give me the refund, he questioned me like I was some kind of criminal, asking if I had even placed this order, showed him the proof he rolled his eyes and aggressively tapped away on the screen.

After about 5 minutes he shoved the refund receipt into my hand and stormed off and said as he rolled his eyes you’ll get the refund in 2-3 days.

I needed the order for a massive family dinner and yet they ruined it and are giving me my refund in 2-3...

So 3 weeks ago my husband and I went for a late lunch here. As we walked in, we only saw a couple of people dining in on the far corner of the restaurant. The manager was behind the counter, and there were two other staff members at the grill...just chatting away - seemed like junior staff. No one bothered to welcome us in. We went up to the counter, and the manager looked at us eventually and just stood there. We asked for a few seconds to look at the menu...the manager just walked away (without acknowledging us) and was on his phone chatting to someone (in another language). The young staff behind the counter finally bothered to acknowledge us 10 mins later and took our order. I asked for a meal (with a small drink). The order was put through but no one gave us our bottle of drink. Anyway we sat at a nearby table. The food came pretty quickly and it was nice (hence the second star). I still didn't get my drink so I walked up to the counter with my receipt, and asked the manager for my drink. He looked at me as if I was lying about not getting a drink. He looked at me again, and looked at the table - with a frown on his face. The manager is a very rude and racist person, and it didn't seem like he enjoyed working there. The two junior staff at the grill just kept talking between themselves (quite loudly) the whole time and also seemed like they would rather be somewhere else. It was the most discouraging and disappointing experience ever. If you want to eat here...be ready for an EXTREMELY POOR customer service. We certainly wouldn't be going back...

Definitely the worst Nando's I've ever been to. I absolutely love the franchise and I've eaten it at the original restaurant in Africa. I've eaten at the franchise for more than 2 decades,normally, I would take any opportunity to eat it if this place wasn't the worst possible expression of this restaurant.

I live close by and never go there anymore. The staff are outright rude, unhappy and incapable of basic service. I've stood in front of the counter multiple times, looking at my ready bag of food and still need to wait 3-4 minutes staring at multiple staff until I give up and forcefully get their attention to ask them if that order is mine (it always was). Every single time I've had the food delivered they have burned the ribs to a black crisp, it's 75% or more burned, unhealthy and dangerous to serve. I guess I kept trying in case they somehow learned.

When I was interstate and at another Nando's, NOT THE ONE HERE IN WERRIBEE, I was shocked when the staff member greeted me with a smile, prepared the food quickly and properly, I didn't even mind when they asked me how my food was. I had almost forgotten what the food and experience was like.

Do not go here if you like Nando's, the staff are super duper negative people, who hate their jobs, it will ruin the food for you and you may also get sick.

Hey manager, try literally any other Nando's and compare it to your own, the service is absolutely terrible but you really need to fix how your chef cooks, please for the love of God go try the ones...