Nando's Montecasino — Restaurant in Gauteng

I am writing to express my serious and urgent concerns following a detrimental experience at your Montecasino branch in Johannesburg on 09 July 2025.

I ordered a Quarter Chicken with Corn, specifying that the sauce be mild—as clearly stated on your menu and consistent with previous visits. However, when I received my meal, it was extremely spicy, far exceeding what anyone would reasonably consider “mild.”

Upon raising the issue, the branch manager explained that your head distribution centre has altered the sauce levels—mild is now the equivalent of “hot,” and hot is now “extra hot.” She candidly admitted she herself could no longer tolerate the so-called mild. Instead of a proper solution, I was offered merely a glass of ice water.

This incident is not only a failure of service but a case of false advertising and negligence. I was unable to finish my meal, and later that evening I experienced severe stomach cramps and bowel disturbances. I was forced to take Gaviscon to alleviate my discomfort and suffered significantly due to this issue.

Key concerns:

What has changed with your sauce distribution, and why were customers not informed?

Why was mild sauce reclassified as hot without any notice or warning?

What measures are you implementing to prevent health risks and restore transparency?

I expect Nando’s to:

Issue a formal explanation immediately.

Apologise for the distress caused.

Provide compensation for the ordeal and resulting costs (e.g. medical relief).

I request your urgent written response to address this matter comprehensively...

I should give ZERO rating to this Nando's Franchise. Unfortunately I don't have option for that.

First and foremost: the cleanliness of the dine-in. The tables are not clean at all. I spoke to the waitress to clean them twice, None came till end of the order to clean. The lady who served us gave serviettes to cleanup ourselves :) good work team. They expect you to clean it yourself :).

No Management: Seems this franchise runs without any Team Lead or Manager to over see the guests, get feedback or to policy the waiters. They are running this Nando's Franchise without heads. Thats for sure.

My friends had 3 incidents here

They forgot the order even after waiting for 30 minutes. Another Friend and his friend suffered from food poisoning for 3 days. 2 days before I took dinner here and suffered from rumbling tummy. Food served here was not good and was cold as ice. It looked as if it was leftovers from the previous order.

I see full lack of management in this Franchise. Management thinks that guests will come and have food every time if it is situated inside Monte Casino. This restaurant is giving a disgrace to Monte as well.

I feel none of the workers here are motivated to work or not paid enough to serve the guests properly with dignity.

Shame of this Nando's Franchise. will not visit this again.

@Management: Please do justice at least to the location where...

I strongly advise against visiting this establishment. The service my family and I experienced was utterly unacceptable. When we kindly requested serviettes from the staff, we were met with dismissive indifference, as the server pointed us to a station and instructed us to fetch them ourselves. Serving a table of five with only one serviette is completely unprofessional.

The food portions were shockingly inadequate; it felt like I had ordered the children's menu. My daughter's meal consisted of just three chicken strips—absolutely unbelievable. When we brought our concerns to the manager's attention, they responded with laughter, seemingly indifferent to our complaints.

The lack of respect and quality at this establishment is disheartening, and I will not be returning. Save yourself the disappointment and choose somewhere that values its customers

I have already emailed...