smcguane's JumboTweets
-
Open Letter Nandos Australia.
@NandosAUS - Open Letter Nandos Australia.
I have been a loyal customer of yours since 2001, I love Nandos and have enjoyed the Nandos customer experience at many of your Victoria locations. The restaurant owners/staff of King Street CBD, Berwick, Mornington, Wheelers Hill, Elsternwick and (former staff) South Melbourne have all been wonderful to deal with when buying my lunch
or dinner.
My recent experiences with Nandos warrant a genuine complaint about the lack of Nandos service and I would like to provide you the opportunity to respond to address these concerns.
Not long ago I have moved to the East Bentleigh and I have the option of 2 Nandos restaurants on Center Road and (Princess Highway & Warigal Road) Chadstone. As Chadstone is on the way home on the freeway I seem to visit this one more regularly.
A couple of weeks ago i visited the Chadstone restaurant, around 8:30pm, the restaurant was fairly empty, i believe 2-3 people had ordered food after me. I ordered my meal which is very standard which Lemon and Herb Tenders and Chips (Take Away), and sat down to wait for my meal. I waited approximately 25 minutes and while it was slow I was OK to wait as i was hungry and craving my Nandos Fix!
I only became concerned when the other customers who ordered after me had been delivered their meals and were on their way. I was sitting
in full view of the staff 4 feet from the register on the waiting chairs. The staff were busy cleaning up in preparation for closing the restaurant, and no staff were preparing any food. I noticed also that the ticket for my meal was still sitting on the ticket rack and was simply being ignored. I was frustrated and hungry and requested why my meal was not ready. The staff actually realised at that point that they forgotten about my order.
I was annoyed and hangry but understood sometimes these things happen and I left after waiting a further 10 minutes to take my dinner home and eat. I decided to not make a complaint as these things happen and while it was not a great customer service this time, I have had many years of good customer service and let it slide.
This was until this evening then I went back to the same restaurant to order meals for my family (3 meals).
I visited the same Chadstone restaurant to give them a second chance at customer service, a decision I regret.
I was behind 2 other customers who ordered meals
I sat down and proceeded to wait patiently for the meal, my meal was prepared this time within about 15 minutes which is average considering the restaurant was not busy.
Although this was delivered within an average time, there were some problems with the service, so you can better understand the experience, the store was not overly busy about 4 customers waiting for meals and 4-5 tables of customers (2 per table) of which majority had already been served. The restaurant looks to accommodate around 40-50 seats and is not a small location.
Given that I feel i am an experienced Nandos customer and a person who has eaten at many of your restaurants, i feel it is in my and any other future customer of this restaurants best interests to provide feedback on your brand
My feedback on this store is as follows;
* There was no manager on duty, I asked for a manager and i was informed there was none. This is not normal for your restaurants as most of the restaurants I have visited in the past had either the owners (franchisee) work in the restaurant themselves as part of the team or someone that was definitely managing the delivery process, in my experience most of the time this was someone in the family. The restaurants I have visited in the past were mostly family run. This restaurant has no leadership.
* The staff were not able to maintain a smooth flow... <<<<<< N.B from Jumbotweet: auto-truncated at 4K characters on index page - Click here or on the "view" link to see entire jumbotweet! http://www.jumbotweet.com/ltweets/view/138856