Nando's Kensington High Street — Restaurant in London

Dear Nando’s Customer Service Team,

I am writing to express my disappointment with the service I received at your Kensington High Street location on 17/06/2024. My experience at your restaurant on this occasion was far below the standard I have come to expect from Nando’s.

I arrived at the restaurant at approximately 17:25. Despite several staff members being present, no one greeted me or acknowledged my presence. After waiting for another customer to complete his order, I prepared to place mine. However, at that moment, a woman approached the counter from one of the tables to inquire about placing her order.

The woman was unsure of her order and took an extended amount of time to decide. As she was considering her options, I politely asked a different waiter if someone else could assist me with my order, given the delay.

To my surprise, the individual who was taking the woman’s order overheard my request and interjected with an attitude, stating that I needed to wait. When I asked to speak with a manager, this person claimed to be the General Manager, Lucas. His manner was dismissive and unprofessional, making it clear he had little control over the service and atmosphere of the restaurant.

Feeling disrespected and frustrated by the lack of basic customer service, I decided to leave without placing my order.

I am very disappointed with how I was treated, and I find it unacceptable that a manager, especially someone who should be setting an example, would handle the situation in such a manner.

I hope this feedback can lead to improvements in how customers are treated at your Kensington High Street location. I look forward to hearing how this issue will be addressed.

Thank you for your attention to this...

Chicken was good as always. However we ordered 1 whole chicken, half medium and the other half very hot. Chicken arrived half medium, half plain with no label pick on it. We returned the plain half chicken and the cook only put the very hot sauce on top, instead of putting it back in the grill and brush with it. So the sauce was raw and not done as it should be. I also noticed the diferent sauces(the ones you brush the chicken with it when the chicken is getting grilled), are kept stored under the grill at room temperature and not refrigerated (even though they might not have any high risk product in those sauces). Also, the chef kept on topping up the sauces to the metal containers without changing the container itself. How long the sauce on the bottom been there if the chef keeps pouring the same sauce on top and it's right next to the grill at critical zone temperature where the bacteria is more prone to develop. All the plates were dirty with encrusted bits(top and bottom of the plate) and dirty water marks. I wiped the plate with a wet white napkin, as i always do everytime I go in a nandos restaurants, and I could see all the dry bits of food on the plate. I asked my son to grab another plate for him but they were all dirty. To finalise, I saw the person that took over of the grill while the other cook went away, scratching his nose and then continued without washing his hands. Its an open kitchen so customers can see everything but staff doesn't seemed bothered. Service and staff friendly and...

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