Nando's Sylvia Park — Restaurant in Maungakiekie-Tāmaki

My husband and I went to eat at Nando’s Sylvia park today and for the first time we’ve gone ahead and tried to order using the QR code online ordering and we’ve been waiting for an hour and no order ever arrived. There were people who were eating in front of us and have left. I went to the counter to ensure that our online order was received. The manager an Indian guy check his computer to check my order and told me “it will come” that was like 45 mins ago. Over an hour later most of the people have left and there are few who have arrived and when I noticed that they are getting their orders. I reached out to a waiter and told them that we’ve been waiting for over an hour now for our order. The waiter cannot explain and just told me to wait for their manager. The manager came to me and told me that he knows that we are waiting for our order for “half an hour” I told him no it’s not only half an hour! It’s over an hour! My husband decided to just request a refund to eat somewhere else but the manager told us that It will be a long process and will take more time. Okay. I work with payment processing company and I know how refund process works, it will not take long to issue a refund to an order but refund from merchant to card issuing bank and from the bank to customer do take longer. I decided not to argue anymore and I do not want to make a scene, we ask him how long do we still have to wait for the chicken and they told us it will be another 20 minutes! He said if we want they have a burger available if we cannot wait anymore. He didn’t even ask for what our order was and offered us a burger to replace our order?? my husband doesn’t eat burger and we order a whole chicken with 4 sides and he is offering a replacement for a burger??? They close at 9:00 and it was already 8:47 pm so if we will have to wait for our order we will be the last customer to finished. They totally ruined our valentines dinner! My husband was upset and hungry and I told the manager before leaving that this is a really bad experience for us.I told him that my husband came out from a heavy job/work and is really hungry and to have him wait for over an hour only to find out that our food is not yet ready or not even being made., You know what the manager’s response??? He said that He’s also working overtime and haven’t had any break. He is still trying to reason out their mistake!!!! They are able to service the new customer who made an order at the counter now he is trying to reason out now with us that he is tired that’s why they missed our online order!

Too bad that we’ve been their customer for a long time we were even there last week. My husband choses Nando’s over other resto every time we eat but with this is a really bad experience.

I will be sharing this experience with our friends and post it in social...

This was our first and last time at Nando's Sylvia Park. When we arrived there were spare tables but all of them had dirty dishes on them. I had to clear the dirty dishes off one table onto another in order for us to sit down. Staff watched me do this. I then went to order our food and drinks and was told ‘my manager isn’t here yet so we’re not doing alcohol’. Our food came out, one of the orders was wrong, but we decided not to say anything as we didn’t want to wait for it to be remade. The food was placed in front of us, but we couldn’t eat it (salad and tenders) as there was no cutlery. I asked if we could please have some cutlery and the server went away and then came back with nothing. I went up to her again asking the same thing, I even said we are happy to have the takeaway cutlery and she said it’s being cleaned and we need to keep waiting. I told her that was unacceptable to expect us to wait for cutlery while our food goes cold in front of us. Only then did she bring some out. She didn’t bring it over to us though, it was left wet in a massive basket behind the counter and I had to ask another staff member to dry it off and give it to us. We also watched at least 4 other groups of people walk in and then leave due to the bad service and no where to sit as the dirty tables were still not cleared while we were there. The server that we dealt with didn’t seem to care at all and never apologised to us....

First time trying Nando's and their vegan burger, staff who took my order was patient and friendly. After 10 minutes they brought me a burger and said something along the line of "chicken" which I thought wasn't sounding right and I take a look at it and I felt like it wasn't fake meat so I asked the staff whether it was vegan burger and she stared at it for a few seconds and took it to the kitchen and then serve it to another table without a single word. I would have expected at least some explanation as to why I got served a wrong meal, which I may know as to why it was mixed up as my table number was missing and possibly placed in a different table that other customers thought it was correct as the customer only report the table number when they order through the counter or their website.

To prevent things like that from happening again, they should train their staff to always verbalize the name of the meal, and ensuring that the table number card is always in the right place as that's an important part of their ordering system. The lack of accountability or sincerity is appalling as they could have served something that the customer may be allergic to which a mix up can be a...