Nando's Durban North — Restaurant in KwaZulu-Natal

I am genuinely disappointed by my most recent experience with the Nando’s online ordering app. For a brand of Nando’s stature, I expected far better.

The app allows you to place an order and gives you an ETA, which creates the impression that you’ll have a reliable timeframe to work with. Unfortunately, there is absolutely no way to track your order once it’s placed. My order was already 40 minutes late past the given ETA before I eventually managed to get through to the call centre.

What made matters worse was the customer service. After finally connecting, I was repeatedly transferred from one person to another, each time being put on hold for several minutes. When I did get to speak to someone, the response was dismissive — simply blaming the driver, with no real accountability or solution offered.

For a brand that prides itself on quality and customer satisfaction, this is far from the level of service one would expect. I strongly recommend that Nando’s reviews its systems, order-tracking capabilities, and customer service protocols, and invests in proper quality improvement initiatives. Otherwise, loyal customers like myself will start looking elsewhere for a more reliable and...

Visited Nandos Durban North, yesterday. Being the eve of Christmas eve, it was fairly busy. All Covid19 protocols were observed. There was a line of people waiting to place their order, but the tellers were efficient and the line moved quickly. We placed our order but were unsure whether we wanted to eat in or do a takeout. We asked for takeout. While waiting, one of the staff members came up to us and asked my wife if she could help. My wife explained that we had ordered a takeaway but now wanted to eat in. The staff member showed us to a table and told us not to worry as she would sort it out. The meal arrived promptly, in take away containers, but with plates and cutlery. After enjoying our meal, we were able to repack our leftovers in the takeout containers and take it home. This type of observation and service exemplifies the type of place that Nandos Durban north is. Great tasting food and excellent service. Will definitely be visiting again....

Tables are dirty Service was terrible and rude We requested the coleslaw from our meal to be placed on the side instead of inside the meal as my husband doesn't enjoy coleslaw and I do but they said it is not allowed as it is not part of the Nandos procedure. So they couldn't put the coleslaw that goes inside the flatbread (IE under the chicken) and place it on the same plate just next to the flatbread?? I think they just were either lazy, didn't understand or just didn't care about the fact of customer service. Are they aware of this simplicity of this? Nandos really needs to explain this simple task of coleslaw from going into the flatbread and then going onto the side of the plate to keep the client happy.

Yes, I will be calling...