Nando's Richmond — Restaurant in London

Extremely unprofessional staff. We ordered and paid using their barcode online system. 20 mins later we inquired where the order was. 5 mins later they brought it out and asked me to pay, again. I I informed them I had already paid using their online system. They accessed me of lying!! I showed them an SMS from my credit card company for the exact value of the order they had just brought out. Again, they refused to accept this as proof! So I showed them a Nando email receipt. Again for the exact same amount of the order. They AGAIN refused to acknowledge payment, because the receipt was 25 mins old! I informed them that the entire issue! We used their online payment system and paid for it 25 mins ago! We waited 20 mins, and had to inquire where our orders were! And now the food they just brought out was cold due to them interrogating me for 5 mins! They finally backed down and acknowledged payment but when I asked them to get me some fresh and hot food because mine was now cold they refused and said "what's wrong with the food on your plate!" At this point I had become extremely frustrated. It wasn't enough that we were accused of not paying, and then having two different forms of verification of payment, but now they were being down right vindictive and rude. I asked to speak to their manager. They disappeared. 5 mins later I went looking for them and saw the two waitresses huddled together with a third lady. When I inquired as to what the update was they literally put their hand in my face and said "SIR WE ARE HAVING A PRIVATE STAFF MEETING HERE!" At this point I let out a deep sigh and explained "I've paid for an order over 30 mins ago, using your system because you wouldn't accept us ordering in person. You didn't bring us the order after 20 mins of patiently waiting. We politely inquired and didn't complain. You brought out the order we already paid for, 25 mins ago..and then accussed us twice of not paying. Now, 35 mins later I have not eaten what I paid for,because I refused to eat cold food, and you made me wait 5 mins, and when I came to inquire about the progress you put your hands in my face and told me you're busy. You realise you are not just disrespecting me infront of my family, but are also costing me and them their time, on top of us all being hungry and having paid for something we never got. We didn't come here and pay to be treated like this" One of the waitressess now raised her voice at me so the entire restaurant could hear and shouted "sir dont disrespect me". She kept on repeating it over and over again when I then responded "you've done nothing but disrespect us in every way since we came in" I turned around, and left with my family of 7. Absolute worst experience...

I attended this branch for the first time yesterday as we were around Richmond. I ordered my usual, chicken thighs, rice & chips. Whilst digging into my food, and having a few spoons of the rice. I then felt something in my mouth that wasn’t breaking down whilst eating, I originally thought it might be one of those leafy herbs, but I took it out and found this green plastic wire like in my mouth from the rice. I was absolutely gutted never encountered such a thing from Nandos at any branch. The supervisor, Dan, was called who apologised for the inconvenience and explained the health and safety at this store. He offered to replace the food, which I agreed to but did not want the rice back on the plate.

He then came over with a form that the store must fill out for incidents like this, and took my personal information explaining a thorough investigation would be put in place to identify what the product was that was in my food.

I asked for a partial refund but kindly gave me a whole refund on my food. And offered desserts which I declined. Some people can really take it to the next level with these things and I’m just not one to do that, however, the kitchen staff must be extra cautious when opening product from packaging or any of the sort as these things can easily happen again. Not entirely sure what it was, but I probably was 2/3 spoons into the rice to then have to find that.

I am waiting for a response from the Nando’s Customer Service Team in regards to this incident so I get better clarification of what was put in my food and steps that will be taken to ensure it doesn’t...

I went to this Nando’s Richmond on Friday 14/03/25 to pick up chicken meal for my son, I ordered for take away, by the time I have finished ordering and sat down waiting for my order, less than 5 minutes later the guy said your order is ready, I said that’s very quick as normally will take longer to cook the chicken, but he said, no the chicken already cooked, I didn’t take much attention of that but then I noticed while he’s packing the box that it’s written the wrong flavour on it, so I said I didn’t take much notice order that, it’s the wrong order, he quickly went to the guy on the grill and told him something and came back with the right one I ordered, I was surprised to the speed of the order, by the time I got home and opened the chicken box, I can see the chicken looks old and very dry, very obvious the chicken they served me, they cooked it hours ago and they just warmed it and put it inside the box, I called the restaurant and spoke to the manager explaining what’s happened, there was no apology or sorry we served you food not up to standards, instead he insisted that the food is fresh, and if I want to complain I should go to the website to write a complaint, which I did, they food went to the bin as it can cause food poisoning, such a bad experience with this restaurant in Richmond, Avoid this Richmond restaurant, they serve bad, their customers service very bad from the management to the rest of the staff, they don’t care what kind of food they serve...