Nando's - Gloucester

This is the third time I have ordered a meal via the Nando’s website from Gloucester Quays and my order (delivered by Deliveroo) was incomplete. Rang the store and whilst they admitted it was Nando’s fault for not double checking what they had packed, I was told that I had to ring Deliveroo for a refund and make another order despite my family already having their food. I spoke to the manager and whilst I was frustrated with the situation, I was calm and polite, he was not interested and he refused to help in any way and I was being ‘unkind’. DO NOT ORDER FROM NANDO’S WEBSITE AS THEY CANNOT GET ORDERS CORRECT NOR TAKE RESPONSIBILITY FOR THEIR ERRORS!

It was our first time in Nando’s and I can definitely say that it’s our favourite restaurant now! Unfortunately I could get the name of the people who served us but they were all amazing!

First ever time dining at Nando’s and I was really really impressed. Staff were lovely and friendly, the restaurant has a great vibe. Since it was my first time the manager JJ explained all about the different sauces which was really good especially as it was really busy. Food was delicious and fresh so what a great place to go. Fabulous :

Waited outside for 20minutes which was not ideal, but bearable. After ordering our food, it took 35/40minutes and my rice was freezing cold and the chicken thighs were burnt but cold?! The only good part of the meal was the coleslaw which I’m fairly certain just comes out of a tub…honestly the most awful and disappointing Nando’s I have ever had. Definitely has gone down hill.

Visited the Gloucester Quays Nandos. 2 Adults 2 Children at early lunch time. Table was not cleaned so asked for it to be cleaned and properly cleared. One person seating customers and numerous others chatting at the till. Eaten at Nandos around the country with our children as one has an allergy so always a safe bet. Children prefer a wrap rather than a burger bun so asked to swap the bun for a wrap, a request which has been accepted over 50 times in multiple restaurants including this one twice before. Was informed that the kitchen could not process that request. Asked why not and it was told that they just couldn't do it. No other explanation, I pushed back on that and asked what the difference was. The server after chatting to someone on the grill said that they could give us a wrap but we'd have to make it ourselves. I pointed out that this process is just wasting food. There was no other option. Ordered the other meals and waited for the usual amount of time at Nandos, approx 15 minutes as it was fairly quiet. When the food arrived we proceeded to take apart the burger and transplant it into the wrap. It was only after I got home and checked the receipt i'd stuffed in my pocket I noticed that the server had slyly slipped an extra charge into the order for the wraps. The point wasn't about the money, its the food waste and the deceitfulness of the server saying it was free and it was just because the kitchen was refusing to do it then whacking on a charge. Dropped my feedback on the Nandos form and get a response within a few days from Emilio, a customer services agent. I would find it easier and quicker to relay my thoughts and have an actual conversation with Emilio. Emilio simply passed my details to the restaurant then sent me a couple of emails later on saying he had tried to call me. He hadn't at any stage. The mobile I use is on at all times. JJ from the Gloucester site called, was argumentative and clearly didn't understand why I was disappointed with the extra charges being sneaked in and the hypocrisy of wasting the food when they claim to be reducing their food waste. Other notable points were sticky and unclean tables, chewing gum stuck on the bench seat that I sat on and any time we have eaten in this specific location we've never had a table which didn't wobble. On this occasion resulting in a spilt drink. Overall good food but petty attitude, a couple of pence for a wrap but they could haver the bun back, JJ's excuse for this was the stock wouldn't balance, then admitting they throw buns and wraps away regularly! Nice one JJ :