Nando's Colindale — Restaurant in London

Dear Nando’s Colindale Team,

I am writing to formally express my extreme dissatisfaction with the service I received at your restaurant today. My experience has been completely unacceptable, and I expect immediate action to be taken.

I arrived at your restaurant at 6:15 PM to place an order. It is now 7:55 PM, and I have only just received the rest of my food—nearly two hours later. Meanwhile, multiple other customers who ordered after me have received their meals and left long before I did.

To make matters worse: • I have been charged five times via the online payment link. I was told I would receive a refund in 48 hours, but this is completely unacceptable. Why was I charged five times in the first place? Given the level of disorganisation I have witnessed, I have serious doubts about whether this refund will actually be processed. • I had to make a physical card payment at 6:52 PM, adding further confusion and frustration to an already unacceptable situation. • The staff repeatedly gave me false information about when my food would be ready. • When my order finally arrived, it was incorrect – I ordered a Chicken Caesar Salad with breast, and I was given only leaves, with no chicken breast at all. It is clear that the kitchen is incapable of reading orders properly. On top of that, the grill is dirty, as every piece of chicken coming out is burnt.

As a result of this completely avoidable delay, we also missed our 2-hour parking slot and were issued a £65 parking ticket. This is an additional cost that I should never have had to incur.

I expect the following: A full refund for my order—not just the duplicate charges, but the entire amount. Compensation for the time, stress, and inconvenience caused, including reimbursement for the £65 parking fine. A clear explanation as to why I was charged five times, why my order was delayed while others were prioritised, and why the service was so appalling.

This level of service is completely unacceptable, and I expect a prompt resolution. Please respond...

An Endearing Experience – Thank You, Callum! 🌟

I hardly ever eat out at restaurants because I have quite a few allergies, and it usually makes ordering food really stressful. But my sister invited me out for Eid, and we ended up at Nando’s. I was genuinely anxious about what I could eat and whether anyone would take my dietary needs seriously.

That’s when Callum stepped in — and honestly, I can’t express how grateful I am. From the moment I mentioned my allergies, he was so protective and kind. He made me feel safe. He didn’t just gloss over what I said — he really listened. He carefully checked everything and even told me, very gently, that I shouldn’t have the pita bread — even though it looked so delicious. That honesty, even in the little things, meant a lot.

It took me ages to order because I was double- and triple-checking things, but Callum was incredibly patient, calm, and reassuring the whole time. He kept telling me it was okay, there was no rush, and that my well-being came first. I even got anxious about the woman waiting behind me and felt like a burden. And when I feel anxious I laugh a lot because I can’t help it - another weird trait of mine I’m becoming to accept. His empathy was so rare — and honestly, so endearing.

I left not only with a full stomach but also with a heart a little fuller too. It really rebuilt my trust in restaurant staff — Callum reminded me that there are people who genuinely care, even during a busy shift.

I don’t know if Callum is Muslim, but I genuinely pray that Allah protects him always, grants him every blessing in this life, and fills his heart with peace and eternal happiness. His kindness really touched me. I hardly ever eat out because of my allergies and anxiety, but the way he cared for my needs without judgment truly meant the world to me. I make sincere du’a that he’s always looked after the way he looked after me that day. May goodness follow him everywhere he goes.

Thank you, Callum, for making my Eid outing feel safe and...

Customer Service: The customer service at Nando's Colindale was exceptional. From the moment I walked in, I was greeted warmly by the staff. They were attentive throughout the meal, ensuring that our needs were promptly met. Special shoutout to the waitstaff for their friendly demeanour and willingness to accommodate our requests.

Food: The food at Nando's Colindale was delicious. Every dish was bursting with flavour, and the peri-peri chicken was cooked to perfection. The sides were also fantastic, especially the peri-peri fries. The portions were generous, and the presentation was impeccable. Overall, a delightful dining experience for the taste buds.

Manager and Her Team: The manager and her team at Nando's Colindale deserve praise for their professionalism and efficiency. They were proactive in ensuring that everything ran smoothly, and they were quick to address any concerns we had. It was evident that they worked well together as a cohesive unit, contributing to the overall positive atmosphere of the restaurant.

In summary, my experience at Nando's Colindale was outstanding. The customer service was top-notch, the food was delectable, and the manager and her team were exemplary. I would highly recommend this restaurant to anyone looking for a delicious meal served with a side of...