Nando's New Malden — Restaurant in London

My local Nando's is closed due to refurbishment, as such, this was my next closest restaurant. The food is good but I've noticed shrinkflation is definitely creeping in. The Sunset Burger continues to be delicious (as do the normal chips) but the mains portion is definitely shrinking which is very disappointing. I would half expect the sunset burger to be included in the starter section of the menu. As mentioned above though, the taste is great so let's not detract from that. I do however have to mention the service at this restaurant, it's virtually non existent and this is the primary reason for me giving such a low rating. I ordered an online collection and arrived at the agreed time (19:20). A member of staff asked if I had been served, to which I responded that I was there for a collection. They could not find the collection/order, I then waited another 10 minutes for someone to 'look for it.' 10 minutes later, they confirmed that the order had not been received by them and I was asked to wait. This is fine but I then had to wait another 15 minutes for my order to be prepared. I asked that they phone me when it was ready as I would be outside dodging the dreaded traffic warden. Politely actioning this request was impossible however as their phones 'weren't working' even though every member of staff had a mobile phone on them......could they not have used this, especially the manager? In summary, the whole online order concept is thrown into doubt if orders are not fed through to the restaurant. I have no way of confirming they truly did not receive it and it could also have been a case of them missing it, but the after sales treatment deserves better, or Nando's head office need to scrap their collection process as it clearly isn't fit for purpose, in today's time poor environment. The manager will probably respond with a comment along the lines of "We’ll be an Extra Hot five stars next time" but that appears to be the standard response when things don't go right. Do better at the outset, that's all we...

Went to eat out in Nando's about 2 months ago and it still bugs me. I ordered food and a glass of wine and when the wine glass came, I stated to the young lady who served me (seemed like a supervisor, blonde young woman with glasses) that the wine glass had lipstick on it and can I have a clean glass. She proceeded to provide me with the most dirtiest look, rolled her eyes, grabbed the wine glass and walked away without saying a word. She then asked one of her colleagues to bring me over a new glass. No apology, pure attitude which my family members witnessed the horrible look she gave me. Terrible service and just upsetting as a woman, having a member of your staff treat me this way. It’s just something I should have to endure and I will not tolerate this type of hostile behaviour when I am paying for a service. Did she treat me like this because I am young? I come in to enjoy a family reunion meal and I always treat others with respect. I am appalled by her preposterous behaviour which has cost your business a lot because my partner and I are frequent clients at the Nando's restaurant. Have not gone back since and I will not go back again due to this reason, which is a shame as this new Malden has always been my local. I know that you have many clients, however if you believe that your business should be giving the best customer service for today and the future, I think you should take my experience as a lesson to see where your business will go in the future. I do hope this is addressed as I run a business myself and would take this...

I have NEVER been to a nando’s this disorganised, or with such little care for customers. First and foremost, I’d like to thank Pratx (unfortunately did not get his full name but this is what he preferred to be called) for his incredible service. He went above and beyond, ensured that we got our food and were seated no matter what, endured the misdirected yelling of so many customers and literally did Everything on the floor while the other staff ignored us. Honestly he deserves a promotion or a raise and recognition, thank you so much Prat. Extremely kind and accommodating despite the circumstances.

Other than him, however, this experience was awful. Upon entering we were greeted with negative attitude, there were free tables (that another waiter actually seated us at in less than two minutes) but the waitress held out and said we’d have to wait for half an hour. We ordered, waited well over an hour for our food. One person’s food was forgotten on the counter for 30 minutes and served cold. Then we were told it was late because THEY RAN OUT OF CHICKEN? No chicken in a chicken restaurant on a random Thursday evening. No apologies, no compensation, no warning upon us entering of the wait time, no nothing. never coming here again, and would highly recommend against it for...