1 /5 D H: Nando’s Twickenham seriously needs to improve its customer service and quality.
There seems to be a serious lack of management, customer service and quality assurance here.
​We had a very disappointing experience. I first went to the counter to order, and the lady behind the till, Gunjan, told me without any politeness that I could not order there and had to scan the QR code. I told her I’d like to order at the counter, and she again said no. Even after I explained that my phone had no battery, it took a back-and-forth before she eventually accepted the order—clearly unhappy about it. This isnt what I would expect ; if a customer needs to order at the till, the staff should be accommodating.
​Secondly, the heated gantry was not turned on. They forgot one of our orders was ready, and we had to ask for it before they finally brought it out. Other issues included:
- ​No spice flags in the chicken when two orders were placed,
- ​No one came back to ask how the food was.
- ​The kitchen area looked much less tidy and organized than you’d expect from Nando’s.
- ​The fries were overcooked.
​I want to reiterate that I am a repeat customer and go to Nandos multiple times a month. The Teddington branch I visit regularly is much better and always provides a great experience. I’m not trying to be picky or overly critical, but the Twickenham branch is seriously letting the brand down.
​Management needs to take a lesson from other stores in the area, train the staff properly, and ensure they uphold the usual Nandos standards. It’s a shame, and I’m sure this can be improved with better leadership or training.
