Nando's Kensal Rise — Restaurant in London

Manager Sophie looked like she wanted to hit me I was contemplating to call the police on her my self. She publicly embarrassed me in front of both staff and customers when I asked for a free peri sauce in a small plastic pot. Despite the professional relationship between our companies, I didn't request our usual discount, but simply asked for the dip. However, she insisted that I pay. When I agreed and proceeded to the checkout, another manager struck up a conversation with me. I mentioned that I work for the gym and inquired about purchasing a drink and a dip, which prompted her to apply a 20% discount. Yet, Sophie arrived from the other side and loudly scolded me for daring to ask for a discount.

Feeling stunned and bewildered, I asked her to stop speaking to me and cancel the order. In response, she asserted her authority to process a refund and insisted that I deal with her. When I implored her to stop her aggressive behavior, she callously and loudly labeled me as "sick in the head" in front of everyone present. I was utterly shocked and felt physically unwell at the sight of someone in uniform verbally abusing and attempting to reduce me to tears. She further threatened to involve the police if I didn't leave, despite my request to cancel the order and depart. Her actions left me feeling publicly embarrassed, verbally assaulted, and deeply intimidated.

I would like the security footage to be reviewed, and for other staff members to provide their account of this incident, as they all witnessed it and can corroborate the truth of what happened.

Sophie instructed me to stand outside and even misled my manager when he went in to address her mistreatment towards me, feeding him absolute lies while ensuring that I was isolated and unable to defend myself. When I asked for a receipt of my refund, she refused and told my manager that I had walked in demanding free items and a 40% discount, claiming that I had said, "I know the big boss." I am utterly shocked and horrified that she could lie in front of staff who had witnessed everything. She also told my manager to inform me that "I have messed with the wrong manager."

This is absolutely disgusting, a clear case of harassment and bullying towards someone who simply entered to eat and then canceled an order. At no point did I insult her, speak down to her, or call her names as she did with me. How is she allowed to work in such an emotionally unstable and erratic manner? Even if a customer was rude, which I was not, a manager is not allowed to insult or threaten people unless they were being physically threatening. I believe this woman to be completely unstable and unfit to manage staff, let alone customers. She lied in front of staff, and my manager informed me of how she has been rude to him and other staff as well. It was a diabolical experience, and I am still trying to...

I recently visited this store and had an extremely disappointing experience with the manager on duty, Joanna (short lady with long curly hair). From the moment I interacted with her, it was clear that customer service was not a priority.

Firstly, Joanna was incredibly rude and showed a great deal of attitude. When a member of staff approached her with a situation, she drifted over to the till like she couldn’t be bothered. When she reached the till, she never addressed us as customers; her face was uninviting and uninterested. Her body language was closed, and it was clear she didn’t care about what I was trying to explain. The situation could have easily been resolved, but instead, she chose to respond with a condescending tone and a noticeable attitude. It was evident that Joanna was irritated by my inquiry, which made me feel unwelcome and uncomfortable. To top it off, when I expressed how I felt, she walked off without a care in the world and began talking to other colleagues in the employee staff room

.Furthermore, Joanna showed no interest in resolving my issue. Instead of listening to my concern and providing us with the correct information to resolve the problem, she chose to escalate the situation and put her personal feelings into it. Her inability to demonstrate conflict resolution skills was glaring. This lack of basic customer service skills is unacceptable, especially from someone in a managerial position.

What stood out the most was the complete absence of empathy and professionalism. Joanna seemed more interested in asserting authority than actually helping a customer. This kind of behaviour reflects poorly on the establishment and discourages customers from returning.

I urge Nando’s to provide proper training for Joanna and emphasise the importance of customer service. A manager should lead by example and create a welcoming environment for all customers. Unfortunately, my experience with Joanna was anything but that. I hope this feedback is taken seriously and appropriate measures are taken to improve...

I recently dined at Nando's Kensal Rise with my family, and unfortunately, our experience was far from satisfactory. After waiting for over an hour for our food to arrive, we had to repeatedly complain to the staff about the delay. They assured us that they would refund our order and bring the food for free as a gesture of goodwill. However, despite their promises, the situation didn't improve.

To make matters worse, only my son received his food while the rest of us continued to wait. When we brought this to the attention of the manager, Michael, his response was shockingly rude. He claimed that he thought we only wanted our son's food and not the rest of our order, which was completely unacceptable. He lacked basic customer service skills and failed to handle the situation professionally.

As a result, we decided to leave the restaurant without receiving our food, except for my son's meal. It was an incredibly disappointing experience, and we felt mistreated and disrespected by the manager's behavior.

I urge Nando's Kensal Rise to address the severe lapse in service and professionalism exhibited by Michael, the manager on duty. It's clear that he lacks the necessary skills to handle customers, and his behavior was unacceptable. No customer should be treated in such a rude and dismissive manner, especially after enduring such a long wait for food.

I had previously enjoyed dining at Nando's for their delicious peri-peri chicken, but this experience has left a sour taste in my mouth. I hope the management takes immediate action to rectify this situation and ensures that other customers do not have to go through a similar ordeal...