Birmingham - Broad Street - Anonymous Review

We normally eat at Nando’s quite frequently, usually at the star city branch. We visited the broad street branch for the 2nd or 3rd time as a change. We ordered the wing roulette to start with which unfortunately seemed to lack flavour and spice so did not live up to expectations. We ordered hot chicken for all of our main meals however the chicken was really bland and again lacked in any spice or flavour. We appreciate that during periods of high demand the food may sometimes not be excellent quality however it was the following that extremely disappointed us. We ordered a takeaway meal which we asked for half a chicken consisting of 2 breasts using orange reward on my card - 10 minutes after ordering this we were told that the manager said we could only have a leg and a breast. This was very unclear as we checked that with an orange reward we could have two breasts. The cashier informing us went to speak to the manager yet again and told us the manager said we couldn’t have the two breasts and then advised we should speak to him directly. We would assume that if a problem takes a more junior member of staff two trips already the manager would come and speak to us themselves, however no attempt was made to do this. We then went up to the till ourselves where the manager ignored our presence until we had to call him over. Whilst explaining the issue the manager kept looking at his watch as if we were wasting his time. He very sarcastically explained that he couldn’t give us a breast because he already had orders that came through for them - so we asked had they ran out of breast - he said no they hadn’t ran out but he didn’t have enough for our order ( basically, they ran out). He specifically said ‘I can’t magic up a breast chicken’ which we found quite rude and condescending. This could have been explained better. He did not really listen to our conversation and just wanted to say his point and did not offer any solutions. We agreed to take a breast and a leg piece as we were desperate to get our food and leave. Nevertheless when We went to our seats someone came 5 minutes later and told us they ran out of the grain salad ! We agreed to take fresh leaf salad but no attempt was made to apologise or offer a refund. Finally, our order eventually came to our table as an eat in order although we had ordered as a takeaway. Overall the service from the manager especially was very poor and disappointing. We are regular customers at Nando’s and it is a family favourite, we understand things like this happen but from a customer service point of view this was a horrible experience. We would appreciate a reply from the customer service team at Nando’s and your thoughts regarding this matter.