Nando's Myaree — Restaurant in Western Australia

Poor service from the young manager on duty at 8:30pm 21/11/2019. We have always loved the chicken there. Always tender on the inside and crisp on the outside. Tonight it was tougher than normal, was not sure if overcooked or simply tough. We would have happily gotten a refund and come back another time as mistakes happen but the manager insisted that that is the way it is done and made me feel like I've never eaten at Nandos before even after I told her we always go there and are aware of what beautiful quality they normally serve at the Myaree store and also other stores. She said she can clearly see it is still pink inside and had zero empathy. She did say another one will take time to make but still insisted that that is the way it is normally done. In my experience in the hospitality industry, the last thing you do when a customer returns an item is to respond with defensiveness and zero empathy and point out to the dish that your observations are false also say that a replacement order is going to take a while. We only had a bit of the 2 smaller pieces and tried to eat a bit more hoping that perhaps we would change our minds that it actually wasn't tough. But every bite was indeed tough so we asked a 2nd time to a floor staff who offered a refund. Then the manager directed the floor staff to only refund half of the full chicken. When we said we only tried a bit, she asked "so what happened to the other half?". Only then did she offer a full refund and finally toned down her defensive and impatient tone. We just found this whole situation a little bit strange and could have been easily rectified more professionally rather than make us feel like we were making it up. We were not one bit rude but were treated with an unpleasant and impatient tone by the manager. It's a shame as the other staff are kind, willing to listen and diplomatic. All other staff members we have been served by are always nice and friendly so tonight's experience was quite a shock all because...

This was my go to Nandos for quite some time: the orders (when correct), are always delicious, and the front of house staff taking orders are normally 5/5, very polite and welcoming, especially the young lady with tattoos and red hair.

Unfortunately the level of attention given to orders by staff has greatly decreased from what I see. Tonight my takeaway order was quite wrong, and I didn’t realise until I arrived home. This is the second time in the last month that my order has seriously differed from the originally order, with seemingly the same staff assembling the food as the first time.

The first time this happened, I let the staff/manager know - they were extremely polite, remade the order and threw in a free desert. In this instance the manager expressed sincere concern and genuinely wanted to rectify the issue, turning the bad experience into a more positive.

Unfortunately tonight my customer service was lacklustre, to the point where I won’t ever be coming to this establishment again… The wrap and chips were completely wrong again. Upon showing the receipt to the manager, whilst he was happy to give a refund, he expressed little sympathy or apologies for the situation. He gave the impression he just wanted me to get a refund and gave what I felt to be the bare minimum of customer service, and I don’t think he seemingly cared to address the issue.

This Nandos use to be a go to for me, and I can’t fault front of house staff or food (when made correctly). However, given the decline in the recent months of organisation and management, I will not be returning. I understand such errors occur on a seldom occasion which is forgivable and understandable, but now it’s starting to become a joke. I have no hard feelings and I sincerely hope the communication between front of house, cooks and management is improved so this doesn’t happen again to any...

26/05/23 Friday evening - 6:15-7:33pm

Over an hour wait and still didn’t get my food.

Never waste your time here if you have things to do and you want to remain not frustrated.

The guy behind the grill is an absolute disgrace. He should not be allowed to represent Nando’s. He had the audacity to talk absolute trash to customers. Multiple customers had the same experience just have a look at the reviews from tonight.

Disgraceful to talk back to customers with rudeness when they’re bringing up valid and reasonable concerns. Such as waiting over an hour for food.

I ask are we getting our food? I have been waiting an hour. His reply was “yeah that’s right we aren’t serving anymore” I repeated “I have been waiting over an hour” and he laughs and responds with “you’ll get your food”

After I requested a refund - The same employee attempted to do it for - not even 10 seconds and then he shouts “the computer is broken”, it was not. A junior came over and refunded immediately. It was not broken. Absolute incompetence coupled with rude behaviour is an absolute embarrassment to be representing your restaurant.

I wrote the below at the time of waiting

Currently waiting for my food, it has been 50 minutes. The staff’s incompetence is laughable. No care at all, young bloke smirks and turns around. Wonder how much longer I will be waiting to eat? I have things to do.

if I knew the wait would be any where close to this I would have gone elsewhere.

If you value your time...