Nando's Willetton — Restaurant in Western Australia

Dear Nandos,

I am writing to express my extreme disappointment with the service we experienced at the Willetton branch on the evening of July 3rd. Despite visiting at a time when we were informed there would be a 20-minute wait, we ended up waiting over 2 hours. During this time, we witnessed long queues, frustrated customers, and a chaotic atmosphere. Some customers became so disheartened that they requested refunds and left. The food took a considerable amount of time to arrive, and when it did, some of the items from our order were missing altogether, even after the 2-hour wait.

When the food finally arrived, it was also subpar. The salad that was supposed to include avocado had no avocado in it, which was particularly disappointing given the emphasis on quality ingredients. Furthermore, the food that did arrive was cold. The state of the tables was also unacceptable, and it was clear that meal preparation was not up to standard.

What's most concerning is that despite the obvious chaos, the staff seemed overwhelmed and lacking in control. As long-term loyal customers who collectively spent over $200, we expect a much higher level of service. We understand that it was a busy night, but this doesn't excuse the poor management and lack of professionalism displayed by the staff.

We hope that you will take our feedback seriously and take necessary steps to address these issues. We would appreciate an explanation for what happened and assurance that measures will be put in place to prevent such incidents in the future. As valued customers, we hope to see improvements in the service we can expect from your establishment.

“A Nando's restaurant in Willetton, Perth, was fined $160,000 for a severe rat infestation and other food safety violations. The infestation was so serious that the City of Canning took legal action, and the restaurant was required to close and rectify the issues before being...

Very disappointed with our experience at this Nando’s. We ordered at 6:20 PM and didn’t get our food until 6:50 PM, even though the store wasn’t busy at all. There weren’t many customers, yet service was still slow. We even saw someone who ordered after us get their food first — and by the time they were done eating, we still hadn’t received ours.

When the food finally came, it was underwhelming. The chips were cold, the rice was soggy, and the chicken was dry. I had asked for extra BBQ sauce when ordering — which I always do at other Nando’s stores — specifically because I noticed there was no BBQ sauce available on the condiment station or on any of the tables.

When we followed up about the sauce, the staff just said they had already put it and that it “must have dried out.” That felt dismissive — of course it dried out, we waited nearly half an hour. The chicken had no sauce left on it and was completely dry. We politely asked if we could get some BBQ sauce on the side or even in a small ramekin, but they refused and said, “we don’t do that here,” again with an attitude and more unpleasant facial expressions.

The staff didn’t seem interested in being there or helping customers. We didn’t even bother mentioning the cold fries or soggy rice at that point — it was already uncomfortable dealing with the staff.

This is far from the level of service and food quality we’re used to from Nando’s. Hopefully management sees this and takes action, because this experience was truly...

Non -existent hygiene during my 40 minute wait. I'm a big fan of Nando's, no one makes better chips, but today I was appalled.

My experience today was by far the worst hospitality I have ever received. Whilst ordering the trainee was quite disrespectful even though i was saying please and thank-you after every syllable.

I have never received so much disrespect and disregard as a customer prior to my visit here. No hair nets were seen, no gloves were seen whilst handling the raw chicken, leading to the basis of cross contamination across the different produce. I had to ask after 30 minutes of placing my order about the status of my meal, and was then given a disgruntled apology.

The food I had received was basically cold at that point meaning that my food was just sitting there. Midway through eating the food I took for takeaway, I found a hair in the food. I also understand that I was served by a trainee who is still learning the ropes of customer service, but what I faced and received today was discourteous.

I would assume that basic hygiene would be kept, especially during this Covid pandemic.

I do not intend to write this for any malicious harm, but just so that changes can be made to better improve the customer service provided and an overall better experience felt at the store.

In saying all this, the food today was...