Nandos Review

Overall Rating

I had visited Nandos, in Colchester. My partner ordered our meal, including a childrens veggie burger at £3.99. The waiter made the mistake of putting it through as an adult meal and asking my partner what salad he wanted on the side. Prompted by the waiter, my partner assumed that you get a salad with the child's meal and requested the Caesar Salad as indicated by the waiter. He paid the waiter and bought the receipt back to me. I noticed the mistake in good time before our meal arrived and straightaway alerted staff, who bought a senior to the front desk. I said I would like the order changed and the full-price adult Caesar Salad removed. I politely said I wanted to pay £3.99 for my child's meal, not £9.10 (a toddler won € t eat two adult sized dishes let alone one). In normal circumstances, I expected that the staff should simply apologize and change the meal, and refund the difference. HOWEVER the member of staff insisted, rudely that this would not be possible and he would not refund my money as the salad had "already been made" (a measly pile of lettuce with 4 croutons and a bit of cheese on top, I bet that was hard work to create). Bear in mind that all this took place well BEFORE the meals were bought to us. It was an uncomfortable experience for me and I did not want to cause a scene in the front of the restaurant as it was my partners birthday and our young daughter was hungry, also I had already paid the bill and this member of staff had given me the clear impression that in any case I would not be getting a refund. The whole thing was embarrassing. During the meal (which was not great) we were asked by three separate waiters if everything was OK and on all three occasions I said I was unhappy with having to pay for a mistake made by a member of staffs mistake and nothing was done about it. Strangely, we were also asked by the waiter who had served my partner and made the offending mistake in the first place. He asked if it was all OK and I said clearly that it wasn't, I even showed him the mistakes on the receipt and said I had had no refund. In my experience of both eating out and of working in customer services AND restaurants, this falls considerably way below my customer expectations. To be treated like this is unacceptable. It ruined the last night of our visit to Colchester. The meal came to £32.35 which was not reflected by the quality of service we got.

Members' Comments onagent marmalade's Review

• Stopher on 10th Oct 2008

  I think this is not a reflection of the company as a whole, more one stores poor staff.