Nando's Shepherd's Bush — Restaurant in London

The customer service I experienced at the Nando's in Shepherd's Bush, London, on 04 January 2025 was shocking. After I made a polite enquiry regarding discounting for eligible UK employees in the Health Industry, I was informed that no discount would be offered. I was prepared to accept this refusal, but the manner in which I was informed of the discount policy and made to feel unworthy of the enquiry by a female supervisor and her female colleague was wholly inappropriate.

Dining at this branch of Nando's is by far the worst customer service I've ever experienced in a Nando's restaurant, in both the UK and Australia.

I took my three young children and their grandmother to eat there, around 4:00pm. Upon ordering, the supervisor and one of her staff were extremely rude and disrespectful toward me; I had presented my work ID on my phone that qualifies me for a discount, and they refused to accept it or acknowledge that I did qualify for a discount. (I had explained to them that I did not carry my physical work ID with me when I am not working.)

I was surprised and taken aback by their refusal, but on this occasion, I was prepared to accept it. What was not acceptable was the attitude of the supervisor and her colleague, who were - together, and individually - extremely rude and condescending toward me. Because of their attitude, I politely requested to speak with their manager. This request was refused point blank, and they escalated the unhappy situation by stating without any prompting that if I wanted to complain I would need to find out the procedure all by myself.

I requested that the offending staff members provide me with their names, and again this request was refused, telling me that they were not allowed to do this(!) Never in all my life have I been faced with such poor service at a Nando's restaurant.

I returned to our table very shaken and upset at the way I was treated by these two staff members. After all of this, I and my family were 'blanked' by these staff members, however they did succeed in making my children unconformable for the rest of the visit by repeatedly staring in our direction as my...

The customer service was so bad, when we walked in, for 20 minutes, I was waiting for so long and nobody came to me and tell me how long I had to wait. When I approached the staff, called Maggie, she was so rude when I explained that I was waiting and she kept telling me that I was lying and she was rolling her eyes, meanwhile all the other staff members marched in and told Maggie to go and that they will deal with the customer and they listened what I was saying and they apologised politely for her rude behaviour. We were 6 people and they asked us to wait for half an hour and there was a family of 3 behind us and I noticed there was a few tables which was not in use for 3-4 people and I told the family behind me to draw the staffs attention and tell them there’s a few tables Available to see if they could use it or not, so the gentleman went to Maggie and asked to clean one of the tables so his family can sit there but she was muttering in a different language and threw the tissue in a very rude way in front of the gentleman and he noticed this thing so he became angry and he said that she shouldn’t clean the table with this attitude so he started to clean his table for his family. No one from the staff came and apologised. I felt while I was there that they hired the worst staff members possible. My recommendation is that you should train your staff members because people come to enjoy and spend time with the family not to be insulted by the workers of Nando’s which they pay...

I was reeeeally curious to try Nando´s, being my first time in the UK. This unit in Shepherd´s Bush was, thankfully, somewhat close to my hotel, and one night we decided to have dinner there. Checked Google and it said it closes at 10PM, awesome! We made it there by 9PM and as soon as we entered the place an employee told us we could not sit since it was already 9 and restaurant would close at 10. Whaaat??? I was a little shocked but really hungry and he said we could order to takeaway,. We than ordered and decided to eat at the hotel, which was not the 'gig' we were expecting for that night. More people came and the same happened to them, some ordered takeaway, some got really angry and had an argument with the staff. By the time we got our food and were leaving (around 9:15PM) a family was arriving and they simply shut them out of the restaurant, said they were closing and didn´t even let them order for takeaway. I mean, if that is really the place´s policy, that´s OK, but can you please be clearer about it in Google and other sources of information? Anyway, I´m giving 2 stars because the chicken is really good, so good the following day I went to another Nando´s unit to have lunch (and I could sit...