Nando's Westfield London — Restaurant in London

This isn’t an off day — this is how they always behave at Nando’s Westfield White City. This continuous poor service needs addressing. They’re not the largest or busiest Nando’s in the UK, so I’m genuinely concerned about the ongoing lack of customer care and basic service.

I am extremely disappointed with the way this branch operates.

For such a high-footfall location, it’s unacceptable to have only one staff member on the tills while customers are left queueing. I waited 15 minutes before I could even place my order — and not once was an apology offered during that time.

The staff member taking my order didn’t listen properly. I clearly asked to use my Red Reward to claim a whole chicken and pay separately for the sides, but they tried to process two whole chickens instead. The system then crashed, adding another 10-minute delay — again, no apology.

When the manager finally approached, they didn’t take over or acknowledge the issue. I had to ask the staff member to read my order back to me since the screen wasn’t working. On the second attempt, he got defensive when I inquired about using my NHS discount — the policy is one or the other, which I understand, but his tone was rude and unprofessional.

I’ve never experienced these kinds of issues at any other Nando’s. At other locations, I can use my Red Reward and NHS discount without hassle. But this branch seems to go out of its way to say “no” to customers rather than offer solutions. It creates unnecessary tension and frustration.

To make matters worse, none of the staff wear name tags — which feels deliberate. It makes accountability impossible and prevents customers from giving proper feedback about individuals.

The staff often seem to make up rules on the spot. Even when the queue is short, service remains slow, dismissive, and indifferent. There’s no urgency, no energy, and certainly no hospitality.

They had also run out of large takeaway boxes, and the kitchen shouted across the restaurant that there would be no wraps for another hour. Customers were left confused and disappointed.

One of the most ridiculous moments was hearing a staff member suggest to a mother that she go upstairs to Pizza Express to get hot water — and then bring it back to Nando’s. Everyone nearby looked around in disbelief. Why go to VUE upstairs for a comedy when you can witness this kind of foolishness at Nando’s?

This branch needs urgent retraining and proper leadership. The customer experience here has been consistently poor, and the attitude of some of the staff — particularly at the tills — is...

It’s taken me a while to write this as I was in complete shock with how disgustingly bad my mum and I were treated when eating in this Nandos. I have never had a bad experience at any Nandos, until I came to this one. We followed the black lady who takes people to their seats, who is usually at the entrance, when my mum politely asked if we could move to the table opposite as the space was limited where she had seated us. In a very rude tone, she stated we couldn’t sit there and to listen to her, which we did, and made no fuss. We sat there and ordered our food online, when a very nice, polite man named Alfredo approached us and offered for us to move to the more spacious seating as he could see we were uncomfortable. We took up his kind offer and sat in the new seats. Upon our food arriving, the black lady approached us aggressively and started shouting at us for moving to the seats, which was not our fault at all? We then explained how we were asked to move by one of her colleagues, and she automatically blamed a colleague named “Josh”, we then proceeded to tell her it wasn’t him and that we were happy to move back to the other seats if necessary. She then stormed off and started talking about us behind our backs, as if we couldn’t hear, it’s childish! After a few minutes Alfredo and another colleague came over to apologise to us for her behaviour (which were so thankful for- decent people!) She then came over and started shouting at Alfredo, making the whole restaurant stare and some people even looking with disgusted faces at her. This ruined our meal completely and left us in disappointment. Alfredo was so lovely and kept coming over to reassure us, which is so kind. We did complain at the time to the Manager, but I doubt much has been done. On my mum and I’s way out, one of your colleagues had told the black lady that we were complaining about her (I saw them pointing at us and her walking over to listen), and she followed us downstairs!!!! How pathetic? You really need to re think when hiring someone to work in your store, because I saw no customer service skills whatsoever from this woman, and I will not be re attending this store- all because of a rude employee. I hope someone praises Alfredo, and re thinks whether the woman is capable of doing customer service roles- because i left that store...

The food was fine but the speed of service was peakkkk. We got seated at the same time as the table next to us (we were both a table of two and got brought to our table together). They received their food, ate it and left before we had even received our order. We later ordered bottomless ice cream and it took them 10 minutes to bring us the cardboard container (only having reminded a waiter that we had ordered it). There was also an older couple that was seated next to us which were waiting very long for their food and when they had told a waiter he just carried on cleaning tables at first not even saying anything to them and then whilst not looking at them said “yh it won’t be long”. We were equally shocked at how rude the server was and it led me and my partner to talk to them about it and they also mentioned about how slow the service was. At the beginning I also asked a waitress if they offered Westfield discount (which I had to say several times) and she looked at me as if I was speaking another language and she proceeded to tell me how she had no idea what that is. We also had to get sauces in a bowl using these pumps near the front which I have never seen at a Nando’s before. I asked if I could get some bowls as there was only one left and it had so much water in it. The guy I asked ended up bringing out more bowls that had obviously just been washed which still had tons of water in them. I ended up tipping the water out and having to dry them with napkins otherwise the dip would’ve been half sauce half dishwater. Also I finally managed to get a bottle of sauce but it didn’t even have a lid which seemed mad unhygienic to me. 1/10 not going back again. (Generally staff weren’t too bad and I understand the stress of working in Westfield as a...