Nando's Portsmouth — Restaurant in Portsmouth

It was a nightmare! This is the first time we came back to this restaurant since the start of lockdown due to Covid and the experience was awful. The 4 of us took around 4hours before we had our food! The virtual queue using your mobile phone didn't do justice for me as a first time user and I was told by one of their staff that it wasn't even accurate! I do understand the idea about it because it promotes social distancing. Anyway, the app is saying that I'm 17th on the queue and around 2.5 to 3hrs of waiting time and have to wait for a text saying that they are ready for us. We haven't eaten in Nandos for like forever so we decided to shop around and waited. We managed to get in after more than 3hrs. Sat at the table. Instructions were given on how to order using the QR code on the table etc. It didn't sound really clear and we have to call them a few times to get some assistance. It took me and my wife around 20- 30mins to look at the menus, fiddled with the app, register (and the WiFi signal was playing up! even their own FREE WiFi which was worse!), and made payment via card (no cash payment). By the time that we ordered there were no whole chicken (big disappointment!, but on the app it was still available???) so we unhappily settled for chicken wings and their boneless platter. We love Nandos' carrot cake and we ordered 3. Staff came to us and told there's only 1 left so we compromised on taking the last remaining carrot cake and ordered 2 other desserts. After finishing our main meal and requested for the dessert, staff said there's no more carrot cake (they literally have given our carrot cake away!!! oh donuts!!!) To sum up the experience: negatives; very hungry/very long queue/tired but patiently waited to taste their food again/a lot of tech stuff involved/limited menu/time consuming/stress and headache/missing carrot cake. positives; food still taste really good!/helpful staff/don't have to stand up and they bring everything for you (unless of course you want to go to the loo)/I think it was 40 or 50% discount applied on our meal/social distancing measures. One more thing, make sure you have enough juice on your phone if you'll be using it for...

I work for Deliveroo, and yesterday experienced the worst customer service I think I’ve ever received.

You may be aware, to collect orders from the Nando’s in Portsmouth, delivery drivers have to go through a side door, and wait by a window. There is an intercom to contact the store, which I assume is only there for cosmetic purposes, as no one ever rings after ringing the buzzer. Time and time again, I have visited the side entrance to find no one there, and I’ve wasted an abundance of my time waiting for staff to appear. We used to be able to enter the store and be greeted, and given an accurate wait time for the food, it feels like now we’re just shun away, where the staff and customers can’t see us.

Yesterday however, reached a new low. I had the collection order for 20 minutes in total, and get this - no one told me how long it would be! Whilst waiting I spoke to numerous staff members, who advised they’d check where the order was/how long it would be, yet not one had the common courtesy to return to tell me what had happened. Eventually, after waiting 20 minutes, I entered the store and asked where the order was, only to be told the customer had cancelled the order some time ago, and numerous delivery drivers had been sent away prior to me as a result of this on the exact same order! What on earth is going on? Why weren’t the staff members informed of this? There’s clearly a lack of communication from management in this store, and the rude staff are no better not returning to inform me. As I’m sure you can appreciate, it’s extremely frustrating waiting 20 minutes in total, being ignored, only to then find out the order was never there all along!

Please can we look into educating management to speak with staff, advise staff of basic manners, but above all else during peak hours keep someone at the side window to serve in influx of delivery...

I usually love nandos however the service I experienced during the evening on Thursday the 23rd of November was very unprofessional & appalling. I ordered my food & a refillable drink via the app and was waiting ages for drinking glasses so when they did not coke I asked a waiter for a glass and she gave me one. I filled it up as usual and thought nothing of it. As I was enjoying my meal a very rude and aggressive waiter who had his hair in a pony tail and some visible arm tattoos came and demanded that I pay for my Fanta that I was drinking as it was in a water glass, or he would take it away. I explained to him that I had already paid for it via the app but this was the glass that I was given by a staff member. He rudely insinuated that I had not paid for for my drink so I either do so there and then or he would take it away. Now I had already had a stressful day & did not feel like going back and forth with this man over a Fanta so I just said he could take my glass. What I did not appreciate is him interrupting my meal and hovering over me over a mistake his colleague made and him continuously walking past my table and glaring at my new glass and watching me. It made myself and my friend feel extremely uncomfortable. As someone who has worked in hospitality before this is NO way to treat diners it’s extremely...