Nando's West Bromwich — Restaurant in Sandwell

Absolutely despicable and atrocious service that me and my sisters received here from this branch. Both the manager and supervisor were unapologetic and they both had an extremely laid back careless attitude towards me and my sisters along with our little niece, having to wait 45 minutes for our food order. Which according to their system did not get printed, we only learned of this information because my sister went to get our glasses for the drinks, otherwise we would have continued to sit there waiting for our meal. A group of people who came after us were served before us. They brought out a portion of sweet potato fries as a starter, but my sister had requested this item with her main meal . The manager when we tried to explain we were unhappy with service tried to be patronising, by mentioning to us these are the starters he continued to repeat this statement 3times. He left after saying your meal will be out in 5 minutes. We continued waiting for another 10 minutes, then I went and inquired about our meal. The manager paid no attention to me, he continued attending to another customer. I was then approached by a lovely young lady who asked me if she could help me, I asked how long till table 20 get their order please can you check for me? She went over to check the food, just a few more minutes then we will bring your food too you soon she said. I went back to the table & my family, we continued waiting for the food. The manager brought the food over to us with an extremely couldn't careless attitude. My sister voiced our unhappiness about the whole experience, he just kept saying 'ok yep you guys enjoy your meal I will bring you guys desserts just enjoy your meal. No accountability or any care was shown by this man. He then sent his colleague Sarah, to deal with the situation, who went on to say to us, that she had been asked to come off her break to deal with this situation she wasn't really informed of what happened and that she would issue a gift card. They dont issue refunds and if there was any food we didn't eat she would return the money back. By this point I had lost my appetite and quite frankly enough was enough. We had spent £72 on a meal that me and my sisters could enjoy as a family. I hardly see my sisters or niece as they live in Birmingham and I'm in London. This whole experience left an extremely bad taste in my mouth. We ended up not eating the food. Then Sarah issued the refund. After all that. I can understand it is busy, the summer holidays, the heat, however there was no issue with them being short staffed or the staff looking overworked. As an established food chain, I expected better service, respect, concern, duty of care for your customers and accountability from both members of staff who are key holders... save your money and avoid going to this Nandos. If You Don't Want To Battle With Hunger. Go Some Where Else. Don't Visit...

Possibly the worst nandos I’ve ever been to in my life. We were seated straight away there was no wait time as the restaurant wasn’t that busy but what came after was shocking. Ordered our food and waited over an HOUR for it. People who came after us received their food before us so it was clear that there was a fault somewhere in the kitchen or front of house. Asked the staff on several occasions how long it will be all we got back was “5 minutes” or “it’s almost done” and we had to ask the staff, they just left us to sit there with no customer service from them whatsoever, if the food is going to be late or there’s a faulty, INFORM the customer. Finally the food came out, nothing was wrong with the food, it’s nandos their food is delicious, however Didnt receive our halloumi sticks (bearing in mind waited over an hour for mains) asked the staff it’s missing and were halfway in our mains and still no sign of the halloumi sticks, asked her again only to be told she “forgot to ask” so it finally came out at the end of our meal but was there any point? Asked several times for a staff member to come over for necessities we need or water/refillable drink since we can’t get up and go due to covid but they either walked away or said they’ll come and didnt.Staff definitely need training on their customer service here. Overall experience here was negative and won’t be coming back with family. There are so many nandos in Birmingham with better service and this is one that need...

The restaurant was understaffed when we got there so there were a few issues. We arrived just before 7pm and there were no knives and forks in the tubs and when we got our food just before 7:25 there was still no cutlery in the tubs. We asked about this and a member of staff said they would go sort it out and they went in the back but over 5 minutes later still no cutlery so asked the manager and this was overheard by a different member of staff (john, more about him later) who came out with some but unfortunately by that time our food had gone cold. The manager was very good and sorted out some new meals for us and very quickly.

Now onto John, this man was a legend. He seated us initially and was very friendly and explained the situation of the of being understaffed and apologized straight off the bat. He chatted to us a bit when he sat us down and was extremely friendly. He was the one that brought us the cutlery and again talked to us after giving it us directly and filling up the knife and fork tubs. He chatted to us about his job and other things. To top it off, just before he went on his break, we were winding down to the end of the meal he came over to check that everything else has gone well and our food was nice. This to me is what makes top draw customer service and deserves to be acknowledged...