Nando's The O2 — Restaurant in London

REVIEW IS A ZERO!

To call what we experienced at Nando’s in the O2 North Greenwich on Monday 11 Aug 25 around 19:15 a "meal" would be far too generous. What we endured was nothing short of disgraceful — a pitiful showcase of poor management, nonsensical policies, and customer service so vile & hostile.

We were a large group — 7 adults and 6 children (ages 3 to 8), some of whom are children with SPECIAL NEEDS. After a long, exhausting day of activities, we made what turned out to be a catastrophic decision: to feed our children at this sorry excuse of a restaurant.

Upon arrival, we headed upstairs to order and sat at a table to wait for our food. Just as we were trying to coordinate the children — a task that requires actual effort and patience — a staff member told us that we had to move immediately to the takeaway area because the table was “for dine-in customers only.” Yes, apparently feeding your children food you just bought at the restaurant doesn’t qualify as "dining in." We were then pointed to a pathetic bench like we were being herded somewhere inconvenient — truly despicable.

While some of us tried to manage the chaos, one of our group took her daughter — a child with special needs — downstairs to settle her, and also to charge her phone. The downstairs area, by the way, was completely empty. So naturally, once our food was ready, we decided to sit there where the kids could eat in peace.

And then came the absurdity.

A staff member approached and informed us the area was closed — no explanation that made sense, just “it’s closed.” When we questioned why we couldn't sit in the empty space in a functioning restaurant where we had already paid for our food, the response? “The kitchen is faulty.” What that has to do with us, who were already holding our food, is beyond any logic. We were not asking for fire-grilled chicken on-demand; we simply wanted our children to eat.

When I challenged the reasoning — and rightfully so, she went quiet, steaming irony. Because we were the ones being spoken to like we were inconveniencing them. The staff member then escalated to calling the manager: a thoroughly unpleasant girl named Zaniab.

Zaniab stormed over to us with the kind of energy you’d expect from someone being personally wronged — venomous, combative, and completely unprofessional. She told us we were disrupting her establishment and demanded we leave or eat in an invisible corner she vaguely gestured towards. When we told her we had changed our minds and now wished to dine in, she demanded we go queue outside and wait our turn — after already purchasing food inside. What planet does that make sense on?

Naturally, we matched her energy and called her out on the absurdity. So what did Zaniab do? Threatened to call security. We actually encouraged her to go ahead — because why not add public humiliation to the list of offences, right? Later, she had the audacity to spin the narrative and claim that we made her call security. The gall. The sheer shamelessness. All while we were managing young children, some with additional needs.

Security arrived, and even they could tell this situation was entirely avoidable and mishandled. Zaniab’s story was full of contradictions, and frankly, laughable excuses. The reality? They likely didn’t want to open the downstairs area because they were short-staffed or couldn’t be bothered to clean it. Instead of being honest, they resorted to insulting our intelligence with flimsy lies.

The way we were treated — as paying customers was revolting. There was no compassion, no decency, and absolutely no professionalism. In fact, it was the textbook definition of how not to run a customer-facing business.

Zaniab should be removed from any position that involves interacting with humans. If she is not terminated, then she should at least be retrained from the ground up — starting with basic courtesy. The disdain she showed us, especially in front of children, was unforgivable.

A total disgrace. Avoid this Nando’s...

I visited this nandos on a very busy evening for a post malone concert. The initial queue at the door was not too bad although we was a 3 and it took a while to get seated it seemed that if you was a table of 2 you got seated straight away. There was no mention of how long the food would be if we was to eat there when we was greeted but the person on the door. So we eventually got seated upstairs in a booth that had a piller next to it so you could not get in and out easy to sit down. I then went to pay for our meal and order and was advised the food would be about a half an hour wait by the person behind the counter. Would have been nice to have been told this already before waiting to get in and get seated and pay your not going to be like no that’s too long. So I payed for the food at 6:20 by 7pm we still had not had our food. When we asked someone what was going on funnily enough out food arrived. When I was brought to us bearing in mind it was the same member of staff we had asked there was no apology or sorry for the wait they just dumped the goodness on the table and carried on. I understand they were very busy but manners do not cost anything. I had spent £45 on 2 meals drinks and sides. When the order arrived my coleslaw was missing and also the chicken did not taste fresh and had a funny smell to it. So I did not eat most of the food and ended up leaving the coleslaw that was dumped on the table after it was missing initially. It was only when we was leaving that we heard the staff on the door actually telling people how long the wait would have been for food and most people do not want to wait that long as I’m guessing they were all heading to the concert. I am not normally one to complain as with nandos it is what it is it’s meant to be quick and easy. This experience however was terrible and I would properly not go back to this nandos before a concert in the 02 again. Bearing in mind I could have got food in the vip lounge that I had access to quicker and properly for about...

I had the worst dinning experience that I’ve had in years at this Nando’s yesterday. My Friend and I who I have not seen for a long time decided to grab some food in this restaurant over a catch up. We both ordered our food and returned to our table. My friend’s food arrived within a reasonably amount of time. My food however (which was just 3 wings) did not arrive. I was sat at the table waiting over 30 minutes for my wings. At this point, my friend had finished her meal. I have a strong feeling that the kitchen forgot to prepare the wings. I asked up to 3 servers where my food was and all were rather dismissive. After not being taken seriously, and pretty much ignored at this point. I asked to speak to the shift manager (Marcos) Wow! I couldn’t believe how rude and dismissive he also was to me. Marcos offered no apology, and was rather arrogant in his tone when speaking to me. Talking to me like a toddler who was annoying him. Very condescending, and he embarrassed me in front of my friend. I was humiliated. As a 34 year old black woman. I was made to feel small, and as If I had no right to ask where my food was. Considering I’d been waiting over 30 minutes for my food, and my entire dining experience had been ruined. I couldn’t even eat with my friend at the same time. As a Company, you need to do better. Management and staff need to go back and have extensive training on how to provide good customer service. Don’t even get me started on diversity and inclusion. There were racial undertones in my exchange with Marcos and the one particular server who I mentioned above. Had I been a different skin colour, I can assure you my experience would have been very different. Thank you to Princess and Max B who showed me kindness. Otherwise, what a big shame...