Nando's Beckton — Restaurant in London

Today at exactly at 7:18pm Me, My Wife and our 2 Boys, and the youngest being just 5 years of age that is autistic, arrived at Nandos Beckton, it was busy, however the staff member that greeted us as the entrance manage to seat us at table 2 within 10mins waiting time, at Exactly 7:38pm Receipt time, I place our order for our food and sat waiting for our food, NOW the unfortunate thing happened we had to wait exactly 50 - 52 mins for our food to arrive thats not normal, other people sat around after us received their food at least 10 -15mins before us, the staff member name that arrived with our food, her name is JOVITA, shes apparently the Manager of the branch, when I voiced our frustration, she rudely replied saying that its busy and for us not to expect our food to arrive within 10 to 15mins, and was not even willing to hear our concerns that we had to wait so abnormally long, she compared a 10min wait with a 50min wait as if it was normal, I even offered for her to wait and halt her abrupt manner to show her our receipt order time yet she was not interested to listen to me at all and instead started to patronise me by saying our food is getting cold now the more we talk about this time delay, this is not TOP par customer service and certainly not expected from a MANAGER of a branch, she spoke with me disrectfully, ultimately we did not feel that we as a family/paying customers were treated correctly we were treated BAD and after 15mins, we didnt even finish our food and decided to leave , JOVITA came back to our table and again was rude to us again and refused to resolve, and was not willing to offer any resolve, while this was all happeing, another family were sat on table 1, that came in after we did, received their food within 15 - 20mins, they showed me their receipt and they let me take a photo of it, also they complained that their order arrived wrong,, and had to send back items to receive correct ones, its aparent in this Branch mistakes are clearly happening at the customers expense I felt absolutly dis-respected In front of my family and other people eating around me by JOVITA, she dealt with the situation absolutely wrong, and her customer service was extermely poor, Im a local and Live local, and my Business is local to this branch and I certainly will be sharing this with every person I Know, this is not how STAFF members/member/manager JOVITA of a whole Nandos Branch should treat, handel, or deal with customers. We left un-happy, did not finish our food, and was treated dis-respectfully. What came accross from JOVITA was arrogrance and sacism, character-ristics not accepted in customer relations/services anyway. Truly Dissapointed here. Ive added a photo of us at the branch tonight, of us sadly waiting so long for our food to arrive while watching others whom arrived after us receiving their food, a total let down by nandos, and most importantly a total let down by the Manager JOVITA. again Truly...

I ordered the £35.50 All In Platter, which includes two drinks, and additionally paid for one more drink separately as I ordered a meal for my children that did not include a drink. In total, I paid for three drinks. However, when the server brought our order, only two glasses for drinks and two glasses for water were provided.

When I realised the third drink glass was missing, I approached a member of staff at the till and spoke to the manager, Riaz. From the outset, Riaz seemed uninterested and dismissive. I explained that we didn’t receive one of the drinks I had paid for, and instead of listening or checking properly, he immediately said, “We give you whatever is on the receipt,” and asked for my table number.

After checking the receipt, he insisted that there were only two drinks on it and told me I should have checked the receipt properly before coming to them. He made me feel as though I was in the wrong and made me second-guess myself, even though I clearly remembered ordering and paying for three drinks.

I reviewed my receipt again while still next to him and pointed out that it did include the extra drink I paid for. Riaz then claimed my receipt was wrong and his was right and said he couldn’t give me another glass. His tone and body language were very dismissive and made me feel belittled and embarrassed for simply pointing out what I had paid for.

Confused and hurt, I went back to the table to re-check the menu to make sure I wasn’t mistaken. It became clear again that the All In Platter comes with two drinks and that I had indeed paid for a third separately. So, I told my husband what had happened. He then approached Riaz to show him the same receipt, and unfortunately, he received the same rude and dismissive treatment.

Riaz even pointed at me from a distance and loudly said, “I explained to that lady already,” making the interaction feel unnecessarily public and humiliating.

Eventually, a staff member named Michael kindly stepped in. He was respectful and explained that it might have been a misunderstanding and that we could file a complaint if we wished. While Michael was helpful and polite, the damage was already done. The food remained largely untouched as the experience had completely ruined the atmosphere and my appetite.

This kind of treatment was deeply disappointing. I was not trying to get anything for free—I simply wanted the item I had paid for. I shouldn’t have been made to feel like I was being dishonest, nor should I have been spoken to in such a demeaning way.

Sadly, I won’t be returning to this branch. I sincerely hope Nando’s looks into this matter, as no customer should be made to feel this way for raising a...

The manager Melissa was INCREDIBLY RUDE. Due to a system error our order was missed, and after waiting a long time for our meal we asked for an update. She tried to tell us the payment had failed and that it was our fault until we produced the confirmation email. She then said it was a system issue and said it wasn’t her fault (fair enough) but there was no apology or acknowledgment that we had been waiting a long time (and would’ve waited forever if we hadn’t followed up). I asked if there was anything she could do to make things right for us, or if we could at least have our drinks glasses (as after 40 mins of waiting we hadn’t even received glasses) and she responded: “you do not ever ever approach me and ask me for anything. It’s not your place. It’s incorrect for you to address me. I know my job and I will decide to offer to you something - if I do I will come to your table and offer it. But it’s incorrect and rude for you to approach me and ask me for anything yourself. So don’t ever ever approach me again” She spoke so rudely to me in front of my sister, I was so embarrassed. I’ve never been spoken to like that. I explained that I too worked in retail and it’s perfectly okay for a customer to speak to a manger to reach a resolution - especially as I hadn’t asked rudely and was perfectly polite. She continued to bash me and tell me I can’t ask for anything and suggested that I wanted a free meal - which I never at any point suggested nor would I have accepted as I prefer to pay for my food. She later came to the table and saw me typing a formal complaint, at which point she tried to pretend everything was fine but it wasn’t - and it was too late. Absolutely appalled by the way she spoke to me, and worrying how many others she must have spoken to in this way. Melissa needs to learn some basic customer service and how to speak to others, particularly as a manager. Nando’s corporate office also did nothing so they clearly know about Melissa’s poor behaviour...