Nando's Tooting — Restaurant in London

Been to this Nando’s 3 times previously and couldn’t fault it. Went tonight for dinner and it was freezing inside. Everyone there had to wear their thick winter jackets while having dinner. I asked one of the employees if heating was on and I was informed that it was on, however there was no indication that it was on, not even by the heating vents at the door which normally have lovely hot air when you come in. Trying to have dinner with two kids while freezing cold really just ruined the evening.

The restaurant was fairly empty when we arrived, yet our food took long to come. Kids meals were absolutely horrible, the chicken burger and chicken breast tasted like boiled chicken, it was overcooked, and the chips were undercooked. My kids had one bite each of their meals and couldn’t do it.

I ordered the 1/4 chicken leg, which was so small that it looked like it came from a baby chicken and the requests I had made were not followed. I normally would have sent it back however the restaurant had become extremely busy and the staff were struggling.People were being asked to move tables( except the one guy who sat on a 6 seater table drinking a glass of cool drink for at least 30 minutes) customers were walking out the door, and it was freezing cold inside.

My husband had the butterfly burger and said his food was 6/10.

Now time for desserts, I went to go ask for my kids dessert's( frozen yogurt and gelato). I got the frozen yogurt and they said they would bring the gelato to the table. I needed to get spoons however there were none at the service station so I asked one of the employee's, she said she will get it, I wait at the station, after 5 minutes I ask the same employee again as I’m standing with the frozen yogurt and my two year old, she in turn asks the other guy to get me spoons he says ok. Im still waiting at the station, wait for another 5 minutes and nothing. My two year old is now impatient, it’s cold and extremely busy, so I decide to go take the takeaway cutlery set hoping there would be spoons in there, sat down and gave my kids the forks from the takeaway cutlery set to eat the frozen yogurt, while we wait for spoons and gelato.

A few minutes later the guy who was supposed to be getting my spoons brings the gelato, no spoons because all the spoons are dirty and being washed, he will bring me the spoons once they are washed. So they waited until all the spoons in the entire restaurant were dirty before washing them. My kids had to eat their dessert with takeaway forks, eventually the spoons arrived but at this point the evening could not be saved.

I would just like to add that the cutlery at the service station is always dirty anyway, you have to find cutlery that doesn’t have left...

I ordered Nandos for the first and last time while visiting London. I ordered through the website, and after the order was confirmed when I'd check the status it kept showing a 404 error page. Called the customer service and they confirmed the order is coming. When it "supposedly" arrived, the delivery person called me and kept demanding the confirmation code. I asked if he's here, but he barley spoke English and kept asking the code. I gave it to him, and asked once more if he left it at the hotel, and he immediately hung up. Went to my hotel front desk, found no food, then the front desk tried to help and recommended going to a concierge building across the street but there was nothing there as well. It was frustrating because this was my only food I had and I hadn't eaten for 5 hours. Finally I gave up and called Nandos customer service again - told them the situation, and despite me reiterating multiple times the fact the food NEVER came, they flat out refused to give a refund. They said it was delivered because the driver got the code, but I kept reiterating I literally didn't have it, and saying I've given codes multiple times and they'd wait at the front desk and I'd go and find the driver and food and pick it up. But they kept talking about the code being given, refusing to care that I didn't receive my order. I talked to the manager and he kept refusing to give any refund because it's against their policy if a code is given. It seems their policy is far more important than the customer's word or satisfaction! I've never had problems like this with other apps like UberEats or GrubHub, as they've always given refunds even if I have part of my order incorrect. I didn't even need the food, just wanted a refund. Needless to say, I'll never order from Nandos again, as this was the worst...

I should have turned around when I saw the front door glass was broken but, hunger won.

I have been visiting Nando's for over 25 years and this was by far the worst experience to date.

My table of two waited 40mins for the first meal (which was cold) and then a further 15mins for the second meal which had piping hot chips and a cold pitta.

The second meal was received after having to deal with a rude manager (who I see has been featured in a review here before) and waiting staff who do not stick to their word.

There were dirty tables around us for at least 40mins during our visit, which makes you lose your appetite very quickly.

Even when ordering at the cash register, there were piles of blackened/charcoaled chicken piled high on the side.

The real blessing of this establish was Jos, who had great customer service and was friendly from the start.

His staff mate had the audacity to say that customers were not nice (to another diner), even though he had asked how people's Nando's experience was that day - if you do not want the real answer, do not ask.

Going out to eat glorified chicken and chips is a treat these days, so to deal with cold food, rude management, long waiting times (in a restaurant that was not that busy) and staff members who require further training, leaves a bitter taste in your mouth.

Don't waste your time in this branch, as their excuse that day was that there were on 3 members of staff when you could...