You gotta love Nandos!

A copy of the letter of complaint I finally managed to send successfully to Nandos!!!…

Unfortunately, this is a letter of complaint. I am SO livid and SO disappointed with Nandos Florida Road’s service this evening, that I have taken the time to go online, specifically to send this note!

I am a business owner myself, so am utterly horrified by what I have experienced this evening.
It has taken me almost 50 minutes to place my order for Nandos this evening, and unfortunately it is a long and drawn out story, both starting and ending with disappointing service from Nandos Florida Road.

I have a terrible case of laryngitis at the moment, so initially tried placing my order online at hungre.co.za but was not having any luck loading their menu page, so I tried to call the Nandos Florida branch, as I normally do.

The line was engaged for about 10 minutes, during which time I kept trying hungre.co.za.
Finally, the phone rang and I got through to Nandos Florida Road. I placed my order with difficulty (due to lack of voice) and after successfully communicating my order, asked to pay with my card, as I normally do.

The lady who took my order informed me that was not possible, I thought she was not aware that it was possible, and informed her that it was a standard procedure and that I had done this before.

The lady called a manager over and the manager explained to me that there had been a policy change at Nandos and that they could no longer accept manual credit card delivery orders.
Fair enough, I asked the manager how he suggested I place my order and whether there was some other way for me to order with my card. He suggested I phone Hungre and gave me the number.

I then called Hungre, and explained that I was having a problem loading their menu online, they acknowledged that they were having a problem with 3G users accessing their site and proceeded to take my whole order over the phone, again, with difficulty due to my laryngitis.

I get to the end of the order and ask to pay by card and the gentleman explains to me that Nandos have not allowed them to use the credit card facility for orders!!!!! This after a manager at Nandos Florida Road suggested I phone Hungre to order by card!!!!!!!!

I’m sure you are starting to understand my frustration!

I then phoned Mr Delivery and successfully placed my order for Nandos and paid with my card!
Having had such a frustrating time placing a simple order for Nandos, I then decided to phone the Nandos Florida Road branch back, to inform the manager that ordering with card is not possible via Hungre so that he doesn’t inconvenience another person as I have been.

This time, when I asked to speak to a manager, I was put through to Shaffie, who interrupted me as soon as I started telling him the story, without actually listening. After managing to finally communicate the story to Shaffie, I asked for contact details or an email address of a regional manager that I could take this up with, and after leaving me on hold for a further 5 minutes, Shaffie came back to the phone with www@nandos.co.za, a particularly useless piece of information, from a particularly useless branch!

I don’t know what else to say, other than, what did I really expect from Nandos? Surely not good service and customer satisfaction!!!

And now the cherry on top!!! On pressing Submit, I go to an error page!!! Clearly what I have written is too long for the form but there is no error checking on the page!!!

Laughable!!!

1 Comment

  1. Anonymous on November 22, 2009 at 11:43 am

    CALL 0315692107 (HQ DURBAN) & ASK WHO IS IN CHARGE OF NANDOS FORIDA RD. SPEAK TO THEM. I DON'T KNOW WHO IS IN CHARGE OF THAT STORE FROM HQ POINT OF VIEW. IT MIGHT STILL BE KYLE. SORRY I CANNOT COMMENT FURTHER OR GIVE DETAILS FOR FEAR OF LOOSING MY POSITION IN NANDOS. JUST THOUGHT I COULD HELP YOU.