Nando's PERi-PERi — Restaurant in Washington

Had a not-so-pleasant experience at this location last night. Came in at around 7PM after getting caught in a downpour and was soaking wet and extremely hungry. The front person was too busy on her cellphone to notice that our party had walked in, and once she did, said that they were not seating anyone at that time and were only doing take-out with no further explanation. We were unsure if that meant that the dining area was closed for the night or what, as she offered no further information. My party and I waited in the hallway, since it was still pouring, trying to figure out what to do. I went back in and asked if I could order take out and stand in the hallway, to which I was told “no” because “they didn’t own the building.” There were other people standing in the hallway blocking their entrance from both the inside and outside. My party was off to the side to ensure people could come and go easily. I mentioned that if we weren’t permitted to stand there, that they should also say that to the parties blocking their door. The front person, very rudely, said that they would. She then offered a high-top table for us to sit at, which I appreciate attempting to be accommodating, but I explained that my 2 year old niece was with us and she could not sit at that table safely. She then told me (rudely, and I honestly felt like I was inconveniencing her at this point) that we could put the child in one of our laps. I told her that for safety reasons, we would not do that because she could easily fall.

I asked to talk to a manager at that point because I was trying to have a conversation with her and not be talked down to. I reiterated to the “manager” what was said, and he said that the front person was incorrect, and that we could stand in the hallway. The front person again mentioned to the manager that she offered the high top table to us, to which I explained what I thought was common sense, that holding a 2 year old on a lap on a high top chair was not feasible or safe. I mentioned that the front person didn’t seem interested in helping us and made it seem like she did not want us to eat there. She then became argumentative and said that she had never said that. I explained that the way it was communicated to us, we were confused as to if we should wait for a table or leave, and that we seemed to be an inconvenience. The manager explained that due to a leak upstairs from the rain, they were not seating anyone upstairs at that time and that the downstairs was full. This had not been communicated to us initially, had it, this entire situation would not have taken place.

I could see a booth from where we were standing and it looked to be empty. I asked about it, and the front person rudely said that someone was sitting there. I couldn’t see them because of a pole, but I moved and then could see them. I apologized and explained I couldn’t see them from where I was standing. I told the manager that his staff needs to be retrained on effective communication, because again, nothing was explained to us, and was not very pleasant towards me, despite me being polite and just trying to get more information. The front person then became angry and argumentative. At one point, I felt as if she were going to either get in my face or become physical towards me, so I took a step back. The manager said that once a table was cleared, he would come get us. I apologized for misunderstanding the front person to attempt to try and diffuse the situation. I rejoined my party and told them what had happened. I watched two tables be cleared and no one came to get us, so we left.

Two other members of my party spoke to management, but I am only speaking to my experience.

Side note- google says that the restaurant closed at 5PM, but it was full of customers and the doors were unlocked when we got there at around 7PM. If this is not correct, update it. If it is correct, all the front person had to say was that they were closed, and we would have left without incident.

7/22: I filled out the form you generically responded to me with...

I used visit nandos very often at list twice a week but then bad experience happened very often. I decided to give a chance again and thought it will be better but not at all. I entered and waited at the entrance by the host stand since there is a sign that says "wait to be seated " no one payed attention to that stand until someone called me waving his hands. I walked to him and told me to order at the cashier for table number 7. There was a guy with a blue shirt, he was a bit short like me, and look like he was the manager. I stood in front of him ready to order, I waited for him to get off his phone and greet me but he just looked at me and waved his shoulders and returned to his phone. I kept waiting until he finally let the phone go and he asked what I want to order. I was placing my order and his phone rang and he juts stopped taking my order and started taking on a phone call he was getting. He finally finished the call and returned to me to complete the order and someone else (one coworker) talked to him and he immediately stopped taking my order again and started talking with the coworker. After that I finally ordered. There was only one table ahead of me and a bunch of people behind the kitchen including that manager that took my order and another manager, tall girl that I guess was doing inventory in the kitchen because she had a paper with her all the time. Empty restaurant and bunch of people and my chicken with mash and garlic bread took 31 minutes to be at my table. JP noticed that my chicken was taking so long he went to alert the rest of the group. He felt bad about the wait and offer me a meal card to use in the future. The tall lady manager came to me when I was eating and ask how was everything, I was about to let her know my experience and she just turned and walked away, I didn't see if someone else called her. I was done and PJ came to apologize and say sorry for the wait. He was more worried about my experience than those two incompetent managers, maybe he should be the manager!! Its sad nandos has changed so much for bad. Flavor also not the same and service became terrible. I recommend to train the staff better, because at the end of the day paying customers are the one that pays for all bills in the restaurant and all the employees and employees thanks to paying customers can pay for rent, food, and basic needs. Is really sad no one cares about customers and service. Hopefully someone see this and do something about it.

Thank you JP for your help. Maybe you should look for a place that appreciate your work and give you...

Myself, my partner, and a friend walked in the 20 degree winter weather to Nando's on 18th St in Washington DC on Saturday night 1/20, around 7 PM.

When we arrived the hostess was in the back and took about a minute to come seat us. She then told us that she could help us if we needed, but mostly would be in the back so we might not be able to get her attention. She then told us that both soda fountains were not working, so we couldn't get soda or even water, so we would need to buy any drinks. We asked if there was no way to get free water. She said she would ask the manager if he would offer free water bottles. She came back and said the manager said no.

So I went to see for myself that the upstairs fountain was truly broken. I was stopped by an employee amongst a group of about 6 employees sitting in the back chatting and seemingly not working. I explained what I was doing. I asked why both soda fountains were off. He exaggeratedly rolled this eyes and said "because we had to turn it off" and I would ask again "but why did it need to be turned off?" and the employee just kept repeating that "it had to be turned off" with no explanation as to why.

At this point I return to my party who has found on the menu that the only water bottles available cost $4 each. So we decided to leave. I asked to hostess to speak to the manager who came over. I explained what had happened. He then said he usually offers free water bottles when the soda fountain is out. Which the hostess said she had asked the manager not more than 5 minutes ago if the manger would offer free water.

It was a weird and frustrating experience. It was compounded by the rudeness of the staff and lack of communication. We live close by and have ate at this location many times and this experience has made me question whether I will return to...