Nando's Gloucester Quays — Restaurant in Gloucester

Visited the Gloucester Quays Nandos. 2 Adults 2 Children at early lunch time.

Table was not cleaned so asked for it to be cleaned and properly cleared. One person seating customers and numerous others chatting at the till.

Eaten at Nandos around the country with our children as one has an allergy so always a safe bet.

Children prefer a wrap rather than a burger bun so asked to swap the bun for a wrap, a request which has been accepted over 50 times in multiple restaurants including this one twice before.

Was informed that the kitchen could not process that request. Asked why not and it was told that they just couldn't do it. No other explanation, I pushed back on that and asked what the difference was.

The server after chatting to someone on the grill said that they could give us a wrap but we'd have to make it ourselves. I pointed out that this process is just wasting food. There was no other option.

Ordered the other meals and waited for the usual amount of time at Nandos, approx 15 minutes as it was fairly quiet.

When the food arrived we proceeded to take apart the burger and transplant it into the wrap. It was only after I got home and checked the receipt i'd stuffed in my pocket I noticed that the server had slyly slipped an extra charge into the order for the wraps. The point wasn't about the money, its the food waste and the deceitfulness of the server saying it was free and it was just because the kitchen was refusing to do it then whacking on a charge.

Dropped my feedback on the Nandos form and get a response within a few days from Emilio, a customer services agent. I would find it easier and quicker to relay my thoughts and have an actual conversation with Emilio. Emilio simply passed my details to the restaurant then sent me a couple of emails later on saying he had tried to call me. He hadn't at any stage. The mobile I use is on at all times.

JJ from the Gloucester site called, was argumentative and clearly didn't understand why I was disappointed with the extra charges being sneaked in and the hypocrisy of wasting the food when they claim to be reducing their food waste.

Other notable points were sticky and unclean tables, chewing gum stuck on the bench seat that I sat on and any time we have eaten in this specific location we've never had a table which didn't wobble. On this occasion resulting in a spilt drink.

Overall good food but petty attitude, a couple of pence for a wrap but they could haver the bun back, JJ's excuse for this was the stock wouldn't balance, then admitting they throw buns and wraps away regularly!...

I would like to start by saying I understand how short staffed all of hospitality is since the pandemic but if this is the case these places should stop with the Deliveroo/just eat service as they quite obviously cannot cope with the strain of both eat ins and take out. I do feel really feel sorry for those working in these places as it can’t be easy but I feel I need to be honest about my experience this evening as I’m quite shocked at how poor it was.

I can honestly say this was the worst experience I’ve had at Nando’s. The table was sticky, the chairs smelt musty, I had to ask for glasses after waiting 15minutes given glass was filthy, no gas in the drinks dispenser although various people asked what was wrong same waiter said “someone would change it” but seemed to do nothing. waitress constantly coughing over food she was carrying and the last straw was scraps of ketchup in 3 sticky filthy bottles and when I asked for some more the waitress said she would “get some from upstairs when she had finished” then didn’t bother. Food was average, and nobody asked how our food was or if we were ok. We left really disappointed that this was our one Christmas/NYE outing as a family...

Pleased about my visit... as we were finishing food tonight the manager came over and asked how things were, which I thought was quiet nice and a personalised experience, so hat off to you for that. I gave my honest feedback and felt he respected my opinion so, actually what could have been a worse experience.

Good points.

manager personally came over and asked for feedback.

Chicken lush

The decor was nice.

Tidy, clean, looks like a well organised.

Bad points

Food sat on servery for way to long, so when we got the sharer meal for 2, the starters were unfortunately cold. :(

The person at the till seemed moody, busy, stressed, over worked and just lacking a sense love for his job.

The rainbow slaw just tasted bland. It was just veg. Could not taste the tangy sauce.

Overall....

I would return again, you deserve to be successful, great location, great decor, its all ready for you guys and girls to take this place from a 6 to a 10 but please, please fix what needs to fixed, focus, devil is in the details... oh and do it with a...