Nando's Sunderland — Restaurant in Sunderland

Do not order Nando’s Delivery!

We ordered at 9:35pm and when we first ordered it said delivery would take 30 mins, after we ordered the estimated delivery time changed to over an hour.

When I called about this, your staff member asked whether I’d ordered through Deliveroo or your website, I said your website, the staff member said “that’s also through Deliveroo” so I said “Why ask then if it’s all through Deliveroo, what difference does this make”, your member of staff then put down the phone on me.

After this every time I called the phone was picked up and put down straight away, totally unacceptable and rude for absolutely no reason. Then, at 10:40pm, Deliveroo customer service called me and said the restaurant had cancelled the order because they’re closed. Why make us wait an hour? We ordered when you were still open?

It would be helpful too if your staff didn’t pass 100% of the blame onto Deliveroo, the payment was made to NANDO’S it is on my bank statement to NANDO’S therefore you are responsible. I still haven’t had my refund of £70 because of your incompetency and the aggressive attitude from the staff didn’t help.

Not even as much as an apology from your team, just “you’ll have to speak to deliveroo we don’t deal with that”. Does the Deliveroo driver come into the kitchen and make the food as well? Restaurant ran by absolute morons with 0 experience in customer service or experience in resolving a customer...

Strange setup, ignored by staff until we had sat down even though as we walked in 3 were at the bar. We had sat down, as well as found our own menus, for near 5 minutes before we were greeted. After having the menu explained, being our first time we proceeded to order. There was an issue with the drinks machine which was not fixed until 2 other people after myself mentioned it (the syrup had run out). In the process of waiting an oddly long time for our food (salad and burger) a customer came and sat two tables from us and loudly had a conversation with a member of staff during our entire 40 minute stay. Having our food, you may see by the photos we were beyond disappointed with how burnt the chicken thighs were, not to mention small. As well as the small burger my husband had ordered. We were asked how our food was, after such a long wait and a movie we were running out of time to see we did not bother to comment. Also half way through our meal the customer I mentioned earlier, started very loudly talking over the phone. She was only told to be quiet by the staff member who knew her after the phonecall finished when my husband looked over at the staff at the till. Suffice it to say this is not an acceptable visit and will certainly be our last. They say good things are worth the wait, we could easily have continued waiting to try Nandos...

Don't get me wrong....the staff were lovely. Iona on the main desk was delightful. Took the order and was a very happy person. Nice to be greeted with a smile. And the food was delicious. Again can't actually fault it. Unfortunately 2 items were not brought to our table. This was queried with a male member of staff who expressly said he'd sort it. 10 minutes later and still nothing. It was raised with another member. A woman this time. The process repeated. But the end of it we were approached and asked if our food was ok....and it was. But we mentioned (at the end of the meal now) that we hadn't received two items. We were offered then again to take away but honestly it's a little late then. So we asked for a refund. Only half the amount was brought out. We queried this and they apologized and brought the rest of the refund.

We're not sure where the process went wrong here. We saw Iona type it into the till...it came up on the screen. But communication after that point was lacking. Food good. Front of house good....