Nando's Guildford — Restaurant in Guildford

I am writing to express my extreme disappointment with the service I received at your restaurant on 23 Nov 2023 at 4pm. I placed an order through the Nando's app for collection after a day of Christmas shopping. As I was carrying several large bags, I decided to use the seat by the counter to wait for my order.

Despite arriving at the restaurant on time, I was kept waiting for an additional 15 minutes beyond the estimated pickup time. During this time, a group of dine-in customers arrived. An Asian-looking female employee approached me and asked if I would mind standing up and waiting by the door, despite the fact that the restaurant was relatively empty and there were many other seats available.

This employee then proceeded to prioritize packing orders for Deliveroo customers, completely ignoring my presence and consistently displaying a dismissive attitude. I was appalled by her behavior and felt that I was being treated as a lesser customer simply because I had chosen to order my food for collection.

I am a loyal Nando's customer and have always been satisfied with the service I have received at other branches. However, my experience at your Guildford restaurant has left me feeling deeply disappointed and undervalued. I urge you to take immediate action to address this issue and ensure that all customers, regardless of their order type, receive the same level of respect and consideration.

Please do provide your staff with sufficient training on customer service and cultural...

After more than one year of being in Guildford, we finally managed to go there. We had heard of Nando's quite a lot, but just didn't go there due to various reasons

There was a wait of 30 minutes, and we were pondering if we should go to some other outlet like before. Anyways, we decided to wait and finally made it to Nando's. The staff who attended us was surprised that it was our first time. He explained how it works, and where to get the sauces and cutlery.

The menu is a limited one, focused on chicken. We ordered a boneless platter and grilled chicken wrap. It didn't take long for the food to arrive. The food was presented in an appealing manner, and the Sauces is what makes the food come to life.

The first few bits were awesome with experiences of different flavours, after that it felt flat. I think the menu doesn't do justice to their core area, which is their sauces. They could add other items which elevates their food...

Will I go their again, yes for the sauces.

They could probably have a fixed menu, and a few other items to experiment with the sauces. Based on the feedback they could...

We used to visit Nando’s Guildford a couple of times a week and always enjoyed the food and service. Unfortunately, our last visit was extremely disappointing and has completely changed our view of the place.

We were served by a waitress who was noticeably rude from the beginning. While placing our order at the till, she avoided eye contact, didn’t acknowledge us properly, and came across as very dismissive. Unsurprisingly, one of our dishes came out wrong—likely due to a miscommunication that could have been avoided with a little basic courtesy and attention.

When we politely raised the issue, instead of apologizing or trying to help, she blamed us and said, “Next time you need to tell me,” before rolling her eyes at us. Her attitude and body language were shockingly unprofessional and offensive.

We were so uncomfortable and taken aback by how we were treated that we got up and left—without touching the food we had already paid for! (Receipt is attached on here) It was a very upsetting experience, especially at a restaurant we once really enjoyed.

Sadly, we haven’t been back since, and we have no...