Nando's @ Desa Park City — Restaurant in Kuala Lumpur

Dear Nando's,

I'm writing as a loyal customer who has been visiting your restaurant in Desa Parkcity for many years. While I understand the difficulties posed by the COVID-19 pandemic, I wanted to provide some feedback about how the changes at your restaurant have impacted my dining experience.

Overall, the delicious peri-peri chicken that first drew me to Nando's remains as tasty as ever. However, the service and atmosphere at your restaurant in DPC have noticeably declined over the past few years. Having to order and pay via a barcode on the table using my smartphone feels impersonal. With fewer staff available, service has become much slower and less attentive. Yet while service has declined, prices have nearly doubled.

I recognize you faced tough choices during COVID-19 shutdowns and restrictions. Now that pandemic restrictions have lifted, I encourage you to restore the exceptional service Nando's was known for. Having sufficient floor staff available to take orders personally, would go a long way. So too would reasonable prices more in line with the restaurant's pre-pandemic value.

I hope you'll consider this constructive feedback from a loyal customer who wants the best for Nando's. I look forward to the day when I can once again enjoy outstanding peri-peri chicken as well as the attentive, friendly service that makes a dining experience truly special. Please let me know if there are any plans to restore service to its pre-pandemic levels.

Thank you for your...

Terrible experience at this branch.

Ordered my meal and PAID for it at 7PM, food only came at 7.55PM.

Staff did not apologize or inform us on why we had to wait so long, until I raised a complaint that they started making the order.

I checked 5 times with the staff on my order from 7.30PM to 7.50PM, and was not told of anything. I had to ask the griller in charge if my order sheet came out because it’s ridiculous to have to wait almost an hour for a meal. Isn't this fast food?

The air conditioner is broken, and the restaurant is hot and humid.

Staff is incompetent and doesn't even know that my food is for my table. They had to ask around other tables to see if it was their order, when clearly it was mine. Because why in the world would you ask a table that is filled with plates and is eating, if they had ordered an additional platter of chicken??

To add, an item is unavailable from my order and they could have told me that it is not available since my order time at 7PM, but no I was only told when I’m about to leave. So I had to wait for another 30 minutes for a dessert that they had to replace with the unavailable item, because the dessert needed to be baked.

Waste of time and money. Please don’t bring your business elsewhere and do not dine here.

Disappointing service and restaurant chain.

I was served by Vikram and spoke to Ahmad P the grill...

We are a loyal customer for nandos especially in dps, visited almost every week because it is our family time during weekend with baby. Standard of the food in nandos dsp no doubt is delicious as others outlet, but the down side is the service. 1.Certain table are not allow as they told us only for big group of ppl. We are dining in with a baby and stroller, they end up give us a small table which is so inconvenience for us. That is not a high traffic time, only 5 to 6 table are occupied others table was empty! I just don't understand what is the problem and why do you need to choose which table for which customer?unless your have reservation table then it would make some sense.

2.if you order drinks, you will find that ice & water are always unavailable at the merchine, they are always under maintenance hence we need to find their crew to refill it for you. (if you could find them).

Temperature in the restaurant was warm, seems like that aircond need the get maintenance.

Looking forward for your...