Nando's PERi-PERi — Restaurant in Burnaby

This an update to my previous post. This evening Nov 15th, we took up Nando's offer to make things right and this time around they did a fine job. Order came in quick and they came by our table to check up on us as well as other customers from time to time to see if we needed anything else. I'm glad that they were able to make up for their past mistake. They're back on my list of restaurants to visits.

My previous post: (1 🌟):

4 months ago

Very disappointed this time around (Monday, July 22nd). This is usually our preferred Nando's restaurant but our recent family visit was not good at all. I called in advance and was told that no reservation is needed because they were not that busy. Upon arriving, usually there's a greeter that help you as you come in but for today's visit we had to help ourselves to a table. Also we had to put two small tables together ourselves (table 15 & 16) and there's was a used cup on one of them. After a few minutes I went to the counter and placed my our order. About 7 minutes after placing my family's order we received our garlic bread. Then we waited and waited and waited for our meal. While other guests that ordered after us (mostly take outs) came and went. After exactly 30 minutes I went up to the counter and inquired about our order. The girl that took my order initially asked if she can help and I told her that we are still waiting for our order. It seems that they may have forgotten ours. We eventually got our order but the family size order and the double leg were quite dry. Looks like our order just sat there for a while. I prepaid after I ordered so I included a tip which by this visit's standard was not very deserving. A couple next to us who came 20 minutes after us was more vocal of the wait time. So it will be awhile before we plan on coming back to this...

I've been to this nandos before but after my today's experience i dont even want to go back. Horrible customer service ever. I went on Saturday Aug 17 around 2pm and as expected it was busy as usual. I ordered my food and tried to pay with cash and the cashier girl (had glasses and a bun) said that they are not taking cash right now because they dont have enough change. My bill was $26 and I gave her $30. All I needed was $4 in change. So, after i paid with a card and waited for 15 mins, the food came. The girl (had a long hair touching up to her waist) was serving food and she does not have any common sense. She brought the food and i thought she would bring forks and knives but NOPE. I asked her nicely if she could bring knives and forks as she passed by us and she said sure. 3 minutes passed by and she just kept serving other tables. So, I literally had to stand up and go up to the cashier and ask her to give us cutlery and as I was asking the cashier, I noticed thar she was taking cash from people and as the cash drawer opened, she clearly had tons of cash and change. So, basically she lied to me. What is going on with this place??? What kind of manager/management boss is training these employees? Is this how your management is running these days?

Even the people who were eating around us had to go ask the front to give them forks and knives and they were laughing at how horrible the customer service was.

The management/manager really needs to train these employees to save themselves from such an embarrassment. Might as well bring your own cutlery if you are going to this location because you wont get one for good 5 mins after...

We went to this location (5761 Marine Way, Unit #100, Burnaby, BC) on July 25, 2024. This location was closing at 8pm and we arrived at 7:40pm so we ordered takeout. The person at the counter seemed to be in a hurry to close the store. I wasn't familiar with the sauces and from looking around at the options you can purchase to take home, I asked if I could get the medium with garlic sauce as part of my takeout order. The person impatiently replied that there are only 3 sauces and she would give us all 3. I didn't find this helpful as it didn't answer my question. While we were waiting for our food, the person took what seemed to be a personal phone call on their cell phone behind the counter. The phone call was a few minutes long and when some other customers walked in, she quickly hung up. When two customers walked in at 7:50pm, she informed them that they were closed even though we were standing there. The worst part is that when we returned home with our food, we noticed that we were missing one (coleslaw) of the two sides that we had paid for. I would sum this up to the staff being in a rush and not taking the care to check our order before handing it to us. Since they would have been closed already, we couldn't even go back to ask for our missing side. Also, the 3 sauces we received were not labeled so we didn't know which one was which. While the quality of the food we did receive was good, the service and attitude left us reconsidering whether we would return to...