Ok, we all know Nando’s make good food - however tonight’s experience of their online delivery service has left me never wanting to eat in one of their restaurants again.

We placed an order at 4:00pm, fairly sizeable for 4 people and spent £45 - when the delivery turned up we were missing a double chicken burger, a pretty important part of someone’s meal, no problem - I’ll simply give them a bell and they can whip one round to us... as long as it comes pretty sharpish it’s not going to ruin the meal is it?

Well, what should have been a simple ‘common sense’ solution has been dealt with such ineptitude that I honestly thought I was in a carry on film. The situation with the delivery mechanism they have chosen to implement is so confusing that I don’t even think either party (Nando’s or their delivery partner; Just Eat) have any communication between them and it almost feels like their UK CEO don’t have any idea that Just Eat are delivering on their behalf or that they even offer delivery at all, if they did they surely would have implemented some simple service level agreements to ensure the following does not happen

1. When I phoned up Nando’s to ask them to send the forgotten burger they told me that they can’t do anything and I need to call the delivery company to get it sorted out (we had just sat down to our meal, on what planet did they think I want to make a call, press 1 then 5 then 2 and then be put on hold for 5 minutes while my food is going cold?
2. When I convinced the Nando’s staff member to make the call on our behalf as WE didn’t mess up the order and it should not ruin everybody else’s meal we did not hear back from them for an hour, when we called we were told to call the delivery company again
3. When we called Just Eat we were connected to a member of staff who claimed to be in “Canada” and kept telling me he “understands” but did not listen at all to what I was saying - I tried to explain it’s a simple solution, get one of the drivers to go to Nando’s, collect the forgotten food and bring it round, they said they can’t do that, so I asked if they could arrange for the food to be prepared and I would collect it which they said I would need to speak to the restaurant which annoyed me as I had waited for an hour and been on the phone now to JustEat for 10 minutes so I asked for a full refund as the whole experience has been ruined and I was told we can’t get a refund, I asked to speak to his supervisor which he refused to give me a name of or put me through he then decided to finally hang up on me, no doubt his supervisor was listening in on another headset and told him to do this (I have worked in a customer service call centre myself and know this happens)
4. We called back Nando’s to see if they could make the burger and the sides again for that meal (as suggested by Just Eat) and I would go and pick it up which they said they can’t do and we need to speak to the delivery company.....

Can you see why I was getting so frustrated???!!!

In the end we got nowhere, don’t be fooled when we log onto the Nando’s website to place the order, it is just a rebranded JustEat site and the two companies seem to have no desire to communicate with each other to provide suitable solutions to simple problems like this one which must happen at least once each day at every Nando’s restaurant across the UK that offers a delivery service

Since I have started writing this I have had a Nando’s call back and also express their disgust at how we were treated by JustEat and gave a full refund and promise of free meals in the future, although this is a fantastic gesture it was too much too late, all we wanted was our simple burger.

We have ordered twice this week (£70 spend) and on both occasions have had issues with the system and will never use it again and I am also giving JustEat a swerve from now on, that’s what happens when you hang up on me mofo’s!

This is the first review I have ever written and usually I just walk with my feet and never use the company again but felt compelled to share my experience