Nando's Metro Centre - Blue Mall — Restaurant in Gateshead

I came to the restaurant for a meal, made the order on the website through my phone scanning the QR code off the table, the food took an hour to arrive, when it eventually arrived we were told it was late due to a big order coming in and it being very busy, many people came in, ate and left whilst we were still waiting, when the food arrived it was very poor quality and incomplete, the spicy rice bowl was ordered with pulled chicken however there was only one chunk of chicken in the rice which wasnt broken up and was cold and hard, the rice was stale and hard. It seemed as if they has put someones leftovers on our plate, thats how bad it was. The fully loaded chips had the least amount of chicken on there, the chickle burger had NO pickles in, Informed the manager straight away, he then told us he can bring more chicken for the spicy rice bowl and with it being very busy and the big order coming in this is why its happened as they are running out. The same was for the loaded chips and told him the whole point of the pickle burger is the pickles so why have I been served a standard chicken burger and not been told why. He said its because they have ran out of pickles and the restaurant upstairs has ran out too but I was never told this by anyone, instead I was given a standard burger and was expected to be eat and be happy with that without being told they have ran out or whether I would like something else instead etc. I told the manager this is a really poor and the worst experience I have had in nandos as usually im a regular at nandos and this has never been the case. Asked him for a refund for the full order as the entire order was so poor, he agreed and took all the plates back straight away and nothing had been eaten, he then came with his ipad and said he has refunded the entire order of £39.90, however I have not received any refunds yet in my account and the money...

Shopping in metrocentre decided to get hubbie to wait in que whilst we stopped, ended up waiting for 1.45 min in Que to be told to go online and book as virtual Que been cancelled so he managed to do that and was told another 1.40 mins later could eat,fair enough but they kept on shutting down online que to virtual n back again to virtual etc,everyone waiting in que was complaining. when it was time to go in was told smoke in reastaurant to come back a bit later, came later only to be told fan is not working and with a huge line behind us still waiting, none of the people in que advised not to wait as people were unaware that eat in no longer avaible few people were even told to hang around and they'd be sorted whilst us before people in que being told cannot sit in.Not even a sorry or proper explanation until I spoke to manager,but even he seemed was undeceisive,customers were coughing and coming out so surely that's a sign shut up shop and tell the poor people in Que the truth instead of making them hang about for hours.Yes I understand it's was busy period but surly that's what you'd expect as per GOV scheme. So was this fan going bust an excuse because you ran out of chicken so took extracted fan off or was this a genuine problem after nearly 4.5 hours wait and no food in my belly I was furious, don't even like Nando's but hubbie does so after this he has been put off ever going back. THANKS to Pizza Hut we were sat down in 15 mins and served by Yasmin and welcomed by Thomas with smiles and excellent customer service a plus not only did we get GOV scheme discount but taste card discount too and The GOAT pizza was delicious! 5* for pizza hut! If I could give Nando's 0* that's what they would have got! Pull you staff to gather and sort this out Nando, and considering the long waits in que it would not hurt your staff to at least smile...

I had recently visited this Nando's branch and I am appalled by the behaviour/attitude by the manager named Rachel. As a group of 4, we had ordered and waited patiently for our food but had received 3 meals. As someone who has worked in a restaurant, I understand that mistakes happen and empathised with the staff’s error. However, the manager Rachel was convinced that we had supposedly ordered 3 meals and attempted to cheat the restaurant out of a free 4th meal with our report. Consequently, we had displayed our receipts and bank transactions to prove our statement. Additionally, the other staff members admitted that they had issues with POS system at the checkout. Despite the clear abundance of evidence, the manager Rachel was adamant to believe us, therefore, was hesitant to serve our 4th paid for meal. In hindsight, I believe the manager Rachel had a stubborn reaction as her ridiculous claim was disproven both quickly and clearly. Regardless, this caused a bit of a conflict as were shocked at the manager Rachel’s attitude and poor attempt to rectify the situation. Eventually, we were given our 4th paid for meal by the remaining staff members that recognised their mistake. This was an unfortunate situation as we are returning customers/fans of the franchise. Also, this was a shame as this establishment has a lot of potential as showcased by the friendly/positive employees. However, it is managed by an obnoxious clown that has no humility to take...