Nathan’s Famous — Restaurant in Southampton

Absolutely disgusted. First off the blonde older lady behind the counter wanted to shout at us on arrival- should have just left straight away. But we ordered anyway, what a big mistake! 2 people in our group who ordered after me received their food and drinks and were eating when one of them found a hair embedded into the cheese sauce and bacon on his fries. When we showed the lady earlier mentioned she just decided to argue and tell us it wasn’t hers because she has blonde hair… when the chefs in the kitchen all had dark curly hair( and no one in our group did- and that’s the colour hair we found!!) another member of staff who was clearly embarrassed by her came over to help, or so we thought they took the fries away and then we could just hear her shouting about us.

My partner then proceeded to ask how much longer our food would be as we had waited 25 minutes (15 minutes longer than the others in our group) to which we got another argument from the blonde old lady. When the gentleman who took the fries away came over to explain that our order wasn’t on their system and to check what we ordered I proceeded to ask just for a refund as I was put off by the hair and honestly I was starting to get angry with the lady’s attitude. Whilst I’m mid talking to him he just walks away… 5 minutes later I go to the counter- yes to the grumpy lady who rolls her eyes and moans that I want a refund… a lady from the kitchen then goes out the back to try ti refund it via head office instead of on the till because my ticket wasn’t on their system at all. Leaving me standing at the counter with the argumentative, sarcastic and rude other lady staring at me talking about me and making me feel uncomfortable. My friend then also came over and asked what was happening with his food as they walked away with it. She said they won’t do anything for him because it’s not any staffs hair and she starts to raise her voice insinuating we placed the hair there. Admittedly at this point I did lose it, I snapped at her because they couldn’t accept any responsibility for the hair that was clearly not ours, not even a sorry which in hospitality this is the worst attitude to have! And then to not offer a refund or replacement was ridiculous. And I stated how rude she has been since we came through the door and I got told I needed to respect my elders… how about you respect your customers??? Refunded now. Left an hour after arriving, never to return sort it out it’s disgusting customer service and disgusting hygiene! The toilet soap dispensers are never even filled and when you try to use them they fall off the wall and the toilets are...

Love this brand and have eaten at some of their locations in the states and they are incredible. The portswood branch on the other hand completely disgraces the Nathans Famous name

The service was some of the worst if not the worst I have ever had in my life. The staff seemed to care more about the two tablets buzzing away with online orders than the people who had actually taken the time to come into the store.

Waited over 30 mins to get my food only for it to be cold when I did get it. I took it back to ask for another to be made and then waited another 20 mins and still not have my full order. at this point I had enough and asked to speak to a manager for a refund. Another 10 mins later finally got my refund from the manager who was apologetic.

Experiences matter. There are loads of other places I could have gone in Southampton but I chose Nathans because I knew the brand is great and was excited they are now in the UK. Very short lived excitement unfortunately.

Very little communication from the staff in store about why my order took so long and the only communication I had was grunted by a disinterested employee or by a manager who was clearly being over worked and couldn't handle the pressure of her job.

Moral of the story is don't eat here unless you want terrible customer service, slow service and cold food. Hell order it online and have it delivered by uber eats or deliveroo to your house will probably be...

The WORST CUSTOMER SERVICE I've ever had. I ordered food which took about 40 minutes to come out. Once it did I asked is everything there and I was told yes it was. Once I got home there were items missing and the order was wrong. On top of this the food was COLD. So, I took the food back and complained, the manager was called and said they'd give me a FULL refund. I said I didn't bring the drinks back as they were too much to carry and load in the car. The manager couldn't seem get the card machine to work and return my money on the card, after a few minutes she said I'll have to give you a cash refund. She looked at me and gave me less than I was owed. I said what's this and she said I'm only going to give you your money back for the burgers and not the rest of the food even though I said all the food is there and not been touched. This was the first time I had visited this place and I won't be going back there again. I don't even want the rest of my money back, it's the principle of the way I was treated and the way the Manager changed her mind about the refund. Please avoid going...