Nando's PERi-PERi — Restaurant in Washington

What an experience. I believe the best part was when my sisters and I were greeted and instructed how ordering will work. At this moment there were only two other tables present, roughly four workers all whom were behind the counter. We paced three separate orders all with drinks around the same time. I ordered mines at 1:48pm. However, I didn’t get my food until 2:30pm roughly. My sisters received their food around 2:15pm. Minutes later after a customer whom came in after us received their food first. We also reminded the server of our drinks. He then leaves portraying he will return with our drinks. A few minutes passed and I went to check on my food and in-which I requested to receive my side which was rice. My rice was warm. Due to the time I asked for my food to be packaged to go as my sisters were done eating. I also reminded the gentlemen of our drinks. Minutes went by and we did not receive our drinks and I am still waiting on my food. Keep in mind we dined in, we were not offered water, communication or anything to compensate the wait or mishap. My food arrived around this point. I did check to make sure everything was there. At this point we all requested a refund for our drinks. In which took another 20 minutes. My sister asked the gentlemen about the refund for him to answer her by saying “what”. We received an email sharing the reason for the refund was an unsatisfied customer. Sorry for the wait.-interesting explanation I think. Meanwhile while waiting more individuals came in and received their food and drinks within a timely manner. I arrived home to eat my lunch and was greeted with 4 burnt wings that were hidden under the rest of the wings. I had to trash the four wings because they were burnt. I paid for 12 wings only to get 8 wings. This is unacceptable.

Also Nandos how do you explain your staff with their hair in their face around food. This is unsanitary. For further reference all hair should be pulled back maybe in a net to prevent it from getting in people food. I am sure staff know this. (See photo below)

See photos of burnt wings.

Thank you for this experience....

Update 5/4/23: I contacted customer service (Katie Barlow) on 3/29/23 and never got a response. Even customer service doesn't care. Do yourself a favor and eat somewhere else.

Original Review: Ordered two thigh & Mighty combo meals for me and my buddy's birthday on 3/16/23. When we both got our sandwiches, It didn't look anything like the picture. We were both given one chicken thigh instead of two. Our sandwiches looked like kids meals. We told our waitress about the issue and she agreed that the sandwich wasn't made correctly. She specifically told us we could eat our food.

As I finished half of my sandwich, the waitress comes back with a plate (see pic). To my surprise, the chicken thigh was half the size of my remaining sandwich. In disbelief, I was wondering where the other half was. Still, I was able to eat this with the remaining half of my sandwich. As for my buddy, the waitress forgot about getting him the chicken thigh that he was owed. Waiting for too long, my buddy finished his sandwich. After about 15 min later, he eventually got his other chicken thigh, but he was forced to eat it as is. He asked the waitress what he was supposed to do with this? She said "What would you like me to do?" We looked at each other in disbelief again and let the oblivious waitress get on her own way.

I would have given 0 ⭐ but I'll give the waitress 1 ⭐ for her effort to try make it right even though she still failed. This place needs to properly train their employees (the cook and the waitress). For $42 (not including tip) this is overpriced. I wonder how long they have been cheating other customers!! What the waitress should have done was to make remake the entire sandwich. You can't tell us to eat our food and come back out with a small plain chicken thigh on a plate that was half the size of the sandwich. We both feel ripped off. I regret taking my buddy here for his...

The store has systematic flaws and racial issues. I was dining there this lunch time, the store was not busy at all during that time, few tables including mine. 3 staffs working, and manager sitting in the back until later. One asian man (driver)with a helmet and face covering came in, told the name for the order to the cashier, signed the pickup sheet from the store, and was told to wait aside. He quietly waited for more than 15 mins, than asked the cashier to double checked the order since it's way late than the expected time. The cashier turned to the lady at the packing station, the lady just asked did he sign up? I guess that meant the signing on pickup sheet. Cashier said yes, she did nothing but turned away to other stuffs until she saw the driver was doing something on his phone, then she started packing the food which was put under the food warmer before the driver came in,and handed to the driver like nothing happened. The driver asked why she did it again? I assumed this was not the first time something like this happened. The lady lied in the face saying the food was just ready which was ready there for a long time. The driver was mad and asked the cashier he wanted to speak to the manager. Then the manager showed up and that's when I realized there's a manager sitting in the back office all time. Both driver and the manager acted professionally , driver explained what happened to the manager in a calm manner,the manager did apologize to the driver for the delay. But in my opinion, the lady owed the driver and the customer a sincere apology .No matter what happened between you and the driver before, restaurant golden rules, first come first serve, first in first out! And never treat customser or drivers differently because of skin colors. Life golden rule,don't lie because there are always...