Nando's Bristol - Cribbs Mall — Restaurant in England

Dear Nando's Team,

I am writing to express my disappointment following my visit from today to your restaurant in Cribbs Causeway. I ordered a burger and saw the server accidentally drop parts of it onto the plate. Instead of replacing the fallen ingredients, I watched him pick up the pickles and meat with his hands and throw them back into the sandwich. His colleagues were watching him do this, yet none of them raised any concern and it seemed as though this is something they do all the time, without any regard for proper food handling. This seemed very unprofessional and raised serious concerns about food hygiene, especially as I had no idea where his hands had been. He could have easily used a utensil to handle the ingredients instead.

He brought the food to our table and when I politely mentioned that I had seen what he did, not only did he fail to apologize (a basic sign of courtesy) but he also seemed visibly bothered that I brought it up. His dismissive response, “Oh yeah, yeah…” did nothing to reassure me and only added to my disappointment.

After waiting 20 minutes for my order, I then had to wait an additional 10 minutes as the burger was taken back to the kitchen. I can’t help but feel that they returned the same sandwich to me, which completely broke my trust. Watching this happen made it impossible for me to enjoy my food and I ended up eating with a sense of disgust rather than satisfaction.

This experience has left me very disappointed and I don’t believe I will return to this location if this is the standard of food handling and service. I hope this feedback is taken seriously, as I believe common-sense practices in hygiene and customer service should...

Really welcoming greeting on arrival. Shown to table and the Nandos' staff member sat down with us to explain how their system works. Also explained main points of menu. Even better, when allergy was mentioned he produced a huge ring binder that lists every food product on the menu with a completely full list of ingredients. It was also very well organised and laid out making finding anything out easy. Other food outlets would do well to copy this system instead of the usual, "I'll ask Chef".

The premises are well laid out, clean and tidy. They also have their own toilets rather than relying on the ones in the shopping centre as most others do. Only downside, there doesn't appear to be any access not involving stairs. All staff friendly, helpful and efficient. Toilets okay as well.

After ordering at the bar food is delivered quickly. (The is a take-out option as well). The menu is extensive (and available on their website) and every meal can be customised by you to pick the spicy heat level you want from none to extremely hot. You can also easily customise most of the dishes by type, size and sides. Range of additional Peri Peri sauces to dispense as you please. Fair range of drinks including some you don't usually get elsewhere plus ice and chilled water dispensers.

Value wise, also very good with good size portions.

They also offer a loyalty card that gives you a point, of as they call it, a chilli, if you spend over a set amount. These points build to give you free food.

Ordering, etc can also be done online. Overall, a fast food place where a visit will be repeated or branch to look out for...

After coming here before, me and my partner came for lunch today. After a 20 minute wait on the door which was expected, we sat down and ordered. I myself ordered a sunset burger without chutney and added avocado. To my dismay, after ten-fifteen minutes my starter of olives hadn’t arrived which is odd. I have worked in hospitality for 3 years so knew this wasn’t acceptable. I asked a manager who then walked off, not coming back with my starter. I asked another manager and he finally brought my starter as I was getting my mains, which was disappointing. Then, my burger was incorrect and had chutney and no avocado. I sent it back and had no indication of when I would get it back as the waiter had just walked off with my food just looking angry at me, so just sat there as my boyfriend ate his food and I picked at my olives.

When my burger got brought back out after about ten minutes, my peri salted chips that I ordered as a side were just plain. At that point I didn’t want to cause a fuss again, as working in hospitality I know how difficult this can be, so just shut up and ate the food. I tried to flag down the attention of waiters and managers and was ignored, but which is extremely rude. I have a chronic illness that limits my diet, and Nando’s is one of the few places I can go where I don’t have to worry about it.

Obviously these may seem as small things individually but all piled up it was just unacceptable, and having worked as a waitress for a long time I know that this kind of behaviour from waiting staff would not be accepted in...