Nando's Woolwich — Restaurant in London

Dear Nando's Woolwich Management,

I am writing to express my concerns regarding the service and portion sizes at your restaurant. While I have always enjoyed the quality of the food at Nando's Woolwich, there are a few issues that have consistently disappointed me and my fellow diners. Firstly, the portion sizes of the fries served with our meals have been consistently inadequate. I understand that portion sizes may vary, but it has become a recurring issue where the amount of fries served is noticeably insufficient. This has left us feeling unsatisfied and somewhat cheated, as we expect a fair amount of sides to accompany our meals. Additionally, the waiting time for each order has been far longer than what was initially communicated by your staff. We have been informed that the waiting time would be approximately 15 to 20 minutes, but unfortunately, this estimate has proven to be highly inaccurate. On numerous occasions, we have ended up waiting close to an hour for our orders to be served. This extended waiting period is not only frustrating but also inconvenient, particularly when we have time constraints or other commitments. As a loyal customer who appreciates the quality of the food Nando's Woolwich offers, I believe it is important to address these concerns. I suggest that the management takes immediate action to rectify these issues and improve the overall customer experience. Here are a few suggestions to consider: Portion Consistency: Ensure that the portion sizes of the fries, and any other sides, are consistently appropriate for the menu items ordered. Customers should feel that they are receiving a fair amount of sides with their meals. Accurate Waiting Time Estimates: Train your staff to provide more accurate waiting time estimates to customers. If delays are expected, it is better to inform customers upfront, allowing them to make informed decisions about their dining experience. Efficient Service: Take measures to improve the efficiency of service to reduce waiting times. This could involve optimizing kitchen processes, increasing staffing during peak hours, or streamlining order management. Customer Feedback Mechanism: Establish a reliable customer feedback mechanism to address complaints and suggestions promptly. This could be through a dedicated email address, online survey, or feedback cards available at the restaurant. Actively listen to customer concerns and take appropriate steps to address them. I genuinely hope that these issues can be resolved, as I value the quality of the food and the overall dining experience at Nando's Woolwich. With improvements in portion sizes and service efficiency, I believe that you can enhance customer satisfaction and maintain the excellent reputation your restaurant deserves.

Thank you for your attention to this matter. I look forward to seeing positive changes at Nando's Woolwich in the...

Ordered via Deliveroo for partner as she lacked food, great to track the driver and order. Instructions were followed. She met the driver as instructed, however the driver was rude, lacked customer service skills and ended up driving off with the order.

I called Deliveroo and complained via the number provided when calling Nando's, will hear back in two days.

I called Nando's again and spoke to a member of the team who was polite and passed me to the manager Lisa. Lisa handled my call exceptionally well and she took note of our poor experience and with us raising the issue, it enabled her to pursue it too.

The next day we went to Nando's, we had a fantastic experience, staff are very friendly and helpful throughout, there was not much of a wait as another review said an hour, I did not witness this during my time there and it was packed out!

Whenever I saw a hand raised for assistance, it was met very quickly with a response. I highlight this as sometimes getting attention of staff members in other places can be a pain! When my glass was empty, it was also met with a quick response! The food was very tasty! neither burnt or undercooked!

Covid safety measures were present as expected and carried out well. Service we received seemed equally present for everyone attending which is fantastic!

The day after we received a full refund from Deliveroo. While I do not go into details of everything, if you have a poor experience, call and give feedback.

A big thank you to Lisa who's efforts (not entirely disclosed) brought a smile to my partner, retaining her love for Nando's! after she had such a poor delivery experience.

This review is for Nando's and Nando's deserve the 5 stars.

Deliveroo, we will still currently use the service as one driver does not reflect the others who provide...

Security guard at the door is a fool... ...stick to security rather than management of the restaurant.

Would have given more stars if it hadn't been for the security guard. Went for a meal for a family members birthday, quite a lot of us so we had to wait 20/25 mins. Happy to do that as we knew that would be the case. Was positioned at the seated waiting area whilst waiting for the tables when Mr Security guard told some of us had to wait outside till the table was ready. I guess he was alright not having to stand outside on a January evening. I proceeded outside when a few minutes later when of the staff members told us to come back in and allowed us to wait and sit at a temporary table before our main table was ready. Thank you for a respectable thought out decision. I don't know why Mr Security guard had an input with the service and running of the restaurant. Stick to security please 🙏. Maybe I thought we were in the way of him talking to the younger members of the female staff there whilst doing such a diligent job. Can't fault the rest of the staff. Helpful, thoughtful and professional. Good restaurant but wished the upstairs could have been open too. Mr Security Guard -...