Nando's Mile End — Restaurant in London

Dear Nando’s Team,

I’m writing to follow up on my original complaint submitted on 16th July regarding my extremely disappointing experience at your Mile End branch (552 Mile End Rd, London, E3 4PL) and to express my frustration at the dismissive and inadequate response I’ve received since.

To recap: I visited the branch specifically to try your new Chicken Caesar Wrap. Before being seated, I asked the manager directly whether everything on the menu was available, and I was told it was. After waiting 15 minutes to be seated in a visibly unclean and poorly maintained dining area, I then stood at the till for another 15 minutes being ignored by staff at the counter, only to be told that the wrap the entire reason for my visit was unavailable. No apology, no explanation, and no attempt at offering an alternative was made.

Now, 16 days later, I have been asked irrelevant questions such as where I was sitting and what I was wearing as if that should determine whether my complaint is valid. I even submitted Uber receipts to confirm my visit !!! What exactly do you need next a timestamped photo of the chair I sat on?

Let me be absolutely clear: this isn’t just about the item being out of stock. Mistakes happen. This is about: • Being misinformed by your staff at the front of house; ( Manager ) • Waiting over 15 minutes without proper communication or acknowledgement; ( by a manager packing food in the pass) • A visibly dirty and unhygienic restaurant environment; • And most importantly, the complete lack of ownership, accountability, or a sincere apology in your response.

Your latest reply simply closes the matter with “Thank you again for taking the time to get in touch” as though that erases the experience. It does not. Not only has my concern been minimised, but now I’m also being questioned on the authenticity of my complaint, which is frankly insulting.

I have never, in any previous experience with Nando’s or elsewhere, had a complaint so poorly handled.

I expect a proper resolution not a generic dismissal and a response that acknowledges: • The failings in service at this branch, • The lack of cleanliness, • The incorrect information given to me, • And the inadequate follow-up from your customer service team.

I look forward to your prompt and serious attention to...

Today (Monday 24 August 2020) queue wise if you go around just before they open(roughly 20 min) you can get in sooner. Make sure you have the QR code scanner ready at hand so you can scan the code which is located outside the main door.

Scan the code on your phone which takes you to the online Nando's queue. You just fill in your name, how many people, your number and if any allergies or need a high chair or a space for a pram or wheelchair.

It will then say what position queue you are in. The Nando's staff at the front will then direct you inside and give you a table number.

As you are seated on your table, he/she will give you a code for the eat out to help out where your final bill would be reduced. He/she will also give you a glass of water along with sauces, cutlery and napkins.

There is a QR code on your table where you scan that code and it takes you to their online website where you order online.

I personally ordered 1/4 chicken with 2 regular sidesx 4 and coca cola (refill) My chicken was coconut and lemon. Others were lemon and herb.

IMPORTANT NOTE: when adding your discount code, please please please click apply other wise you would be charged full. (Like me,i was refunded).

Refill wise the staff at Nando's had to do it. If you needed extra napkins or cutlery you have to ask them as you are not alllowed to help your self. (It may change in a future date).

Food: was absolutely delicious. Loved every bite. Especially corn on the cob, chicken and mash potatoe they also give you butter (separate in its own pack). Fries were well seasoned. Overall a good experience. Staff there were very lovely and understanding. If you had any issue they would try and reslove it the best they can.

Special thanks to (Chris, i think that was his name) he helped me with the refund. Thank you to all the staff there at Mile End...

So I went to Nando’s today, I had all my rewards on the app so I was able to use them to get a free meal and a starter.

I went inside, sat down and told the servers that I want to use my points to eat my food, so they said I had to do it online(new COVID system), so I did and added all my details and what food I wanted, I showed one of the workers if I can go to the till and just reedem my points as this is how Stratford Nando’s did, but they did not want me to come to till.

I showed 6 workers that my points are not reediming on their website and they couldn’t be bothered and just walked away calling each member one by one to help but all they did was say you can’t do it on the till.

What was the point of having reward scheme if I can’t use it.

The team leader who was a female was just rude and did not even listen to my situation and said I can’t do anything. As she said she was scared of her manager.

What the hell is their to be scared off, I didn’t mind paying for it, but I just wanted to use my points otherwise what was the point of having them.

The workers didn’t have to be rude about it, they could’ve just took my details down as they do in other Nando’s such as Whitechapel, but these lot...