Nando's Metro Centre - Qube — Restaurant in Gateshead

Absolutely shocking customer service!

Usually I have no issues at all with nandos, but this one occasion at this one restaurant was very different. Definitely letting the side down.

I ordered a meal through the app(which tbf is a great idea), to pick up from qube store in metro centre. The instructions clearly state to arrive on time (in this case 7pm) Upon arrival, the restaurant was quite busy and after waiting in a queue I was told to go straight to the till to collect my order. I was greeted by a very upbeat girl at the counter who told me to take a seat until my food was ready. At this point it was already about 10 minutes late but given how busy it was I didn't mind waiting at all. Up until then, everything was fine.

Now, what really turned the experience was a combination of several factors. -I ended up waiting !!!40 minutes!!!! after my order was supposed to be ready. -Not a single person acknowledged me sitting next to the till for that whole amount of time. -When asking about order I was told 'I don't know, it shouldn't be long' with no effort to maybe find out -staff were more interested in each other than other customers at the till who were left waiting I saw at least 5 people receiving meals before me, despite coming in after and not preordering!! -I noticed from the beggining that most of my meal sitting on the hot hold for a good 20 minutes before i was taken over to it and asked to check it, while a waiter put it in a bag. No apologies for the 40 minute wait (which would have been meerly polite)

I could go on, but maybe it was just a one off? I personally just don't find this an acceptable way to be treated in any type of restaurant!

That being said, the meal itself was quite nice, so the chefs can't be faulted, Its just a shame that the front of house staff are completely...

Where to start. Front of house polite. Given a table that rocked and looking left and right people having the same problem. Food ordered no problem. Starter came. Halloumi fries. Tasty but a very very small portion. One main arrived chicken burger with no explanation why the second meal didn’t come with it. When it eventually arrived there was a sorry due to new ordering procedures. We ordered the chicken Caesar salad which on examination did not contain any chicken. Struggled to get any staffs attention so had to take back to the kitchen my self to remedy the situation. Eventually the same plate returned with a chicken breast slashed on top. The food was tasty but we were treated to to 2 staff and I think a manager having a debate about their rota and that they were not happy about it. We tried the soft drinks and they were all flat. On finishing our food we visited the toilets. Men’s ok but the ladies were dirty and unhygienic and had not been checked for a significant time. We approach what we think was the manager and gave her the grave news. Real shame Nando’s. £30 waste of money

Nando’s did get in touch for me to contact them directly. They did say sorry but then blamed me for not getting in contact for other a month and because of that they were unable to help when they contacted me to contact them. Sorry Nando’s keeping opinions behind closed doors is not the way to go. In my opinion frequent checks should have been made so this never happens again. Be thankful I gave a watered down version of events. If you had Read the post carefully the manager was contacted but in my opinion was not bothered just like the young staff who congregate around the counter hiding away from customers and...

This Nandos is absolutely brilliant, I have had outstanding service at the establishment each time I have went. Out of all of the nandos I have been to in the North East, including both metro centre establishments and both in central Newcastle (the central station restaurant is still under construction at my time of writing) the qube Metrocentre nandos is the best by far.

My opinions on nandos are mixed as I believe your experience is heavily dependant on the chef and staff in the restaurant, I have been to nandos and had awfully dry and tasteless chicken, and I have been other times and experienced a party of flavour and spice with each bite of my meal, and my experiences with the Qube Metrocentre establishment have been more like the latter upon each time of going.

I prefer my nandos chicken spicy and hot and even though I consistently order my meal extra hot the intensity of the heat differs almost every time I change restaurant. However one of my trips to the Nandos based upstairs in the Metrocentre qube has offered me my best nandos experience to date. As you can see by my picture, taken on my Honour 10 smartphone, I ordered an extra hot butterfly chicken with spicy rice and piri piri salted chips. This was, by far, the best meal I have ever had from a nandos and I savoured it with every bite, for all it was hard to bear at times with the heat.

I would by far recommend anyone to go to this nandos above any other in the area and it is certainly worth going to rather than the second Metrocentre based nandos downstairs next to TK Max. Excellent food, with a beautiful flavour and intense heat, at a very moderate price. Well worth visiting of you're looking for somewhere to eat in the...