Nando's Holborn — Restaurant in London

Chicken is of very poor quality. The breast was a weird texture and flaked and shredded like a cheap paper napkin. Chicken was not flame grilled, was served pale and rubbery with a layer of weird chewy fat. 🤮🥴 was hyped to try UK Nandos but this was not it..the guy on cash, who I think by his uniform, was manager-- was very rude. After being told I could either use the QR code at the table to order or walk up to the cash, I chose to walk up to the register to order because the QR code required entering personal info. I asked to place my order and he remarked " why didn't you order from the code?" So I said "it was too confusing " he replied rudely "what was confusing about it?" So I clarified to him that the QR code asked for my email and I didn't want to provide it. He then remarked "well we are doing away with rhe registers so you might as well get used to it". At that point I said flatly. "I am visiting from another country and will never come back here." I THINK this cold reply finally set in and he then tried to be super friendly but I found his tone impolite and also questioning me about why I didn't want to use the app was not proper..what if I am vision impaired or cannot read? Humiliation is not something he might have intended but that is what he leaned toward, engaging like that with a customer about the QR code. If someone takes the time to come to register then provide customer service and maybe educate about the QR and why it's being encouraged. Tired of places wanting me to scan or order my own products/food like I clocked in as an employee. You can't save money by eliminating a step in the service model at my expense. I should also have the option to pay with physical cash the QR code is not ideal for all...

We arrived on a sunday evening and staff came up to us multiple times saying there’s a fault in their system that requires a restart and will be down for 1 hour so we need to order quickly. There was only 1 vegetarian option available so we order chicken thinking they have this in stock. After ordering, they inform one of us that there isn’t any chicken portions or wings left. First they say it’ll take a long time (30mins at least), then they say there isn’t any. Odd as it’s not even the end of day. The staff repeatedly points to the menu in front of me and asks me to choose an alternative. I ask for 2 minutes and end up picking a chicken breast burger (not something I even wanted tbh). This was cheaper than what I hard ordered and ask for the rest to be refunded. The server urges me to go for the double - he didn’t want to refund which is ridiculous given the circumstance. When the double chicken breast burger arrives, it was cold in parts and overcooked, probably quickly re-grilled and served. The burger was difficult to eat, I just used a knife and fork. Did not enjoy the meal.

Other than that, the floors were unclean. Chips squashed on the floor, menus on stands toppled over and left thrown on the tables.

Terrible service overall. Questionable hygiene and food standards. Wouldn’t trust this nando’s in the future to be honest, the staff seemed like they just wanted to wrap up early to go home. First there was a system issue, then there was a long wait for chicken which turned into no chicken at all. Staff working the tills was wearing a hoody walking around rushing. Probably was home...

For a first timer a lot of things where not really well explained at all. After getting seated and handed a menu to look though you are for emediatly demanded to go to the counter to order there if you got an allergy. After doing walking over I'm send back for not knowing my table number.

Once finally orderd and paid before hand I got a singular glas handed and pointed to a drinks station. After asking for a nother glass I for my sister sitting and waiting at our table as well I got interest looks back and simply ignored.

At least the woman serving us was really friendly and knew how to help.

Once our food arrived the sauce we ordered did not come with our food. After awkwardly asking and looking around how other people got their sauces, we ourselves went to the little servers niche next to the drink station for refills and got out sauce bottles.

Once trying to poor the sauce it really took quite a while untill you got enough on your food. Might be because they want people to not over poor and need to refill it less. But how slow this was truly despicable. At some point just put the bottle on its side to slowly drip on my plate, because shaking the bottle would just be unnecessary work for how slow it was.

Tldr. Food was good but service for first timers could have been...