Cobham - Services - Anonymous Review

My wife was desperate for a lovely hot/warm crispy Nandos chips and salad and she ordered her salad with large chips and a drink. Sadly, chips were soggy and luke warm/some even bordering cold! Salad with warm hallumi was delicious. Unfortunately, she was also very hungry but due to chips being cold and soggy, she callled up a young girl of Afrocaribbean origin and pointed out the issue to her. The waiteress merely picked up the bowl of chips, without saying a word and went to the chef (we guess). Shortly after another waitress brought back the same bowl of chips, which were slightly warmer than before but were the same chips in the same bowl as we could see the sauce on the side of the bowl. They were still not crispy. Sadly, at this point we had to request to speak to the manager and a young man in scruffy jeans came over and on pointing out the problem with the chips, he initially just offered an alternative 2 sides instead of the large chips! When we pointed out that we had come mainly for the crispy and hot chips and the halloumi was now getting cold on the salad, he just took the bowl of chips back to the chef and just said sorry it should not have happened. Unfortunately, we were once again given the same chips again but this time probably fried yet again as they were now burnt!! We were so hungry and just could not understand, how a chef or a manager could do what they did and treat the way they treated us! They clearly had decided to overlook the normal high standards expected of Nandos.

On leaving the store, we saw another person behind the counter and he looked more like a manager than the young boy in scruffy jeans who had presented to us earlier as the manager. On speaking to this man, we learnt he was actually the store manager and he apologised but had said he couldn't do anything because he wasn't involved from the beginning and he had only just appeared to take stock of the drinks, etc. The young boy who was acting up as a manager was literally behind the manager and we pointed out to the manager that may be he needed to train up his staff in how to deal with customers but I don't think this was taken on board at all. Overall, VERY POOR AND DISGRACEFUL SERVICE and lack of respect for customers. They just don't care as this Nandos is on a M25 Service Station and staff don't care about local patrons who live near by, like us.
My son's take away order was also messed up, in that no Perinaise was put in the take away bag and it was only on checking the bag we noticed this. On getting home, my son also complained about the number of chips in his 2 Chips sides. I think they are taking Nandos name and customers for granted, as this has happened 3 times to us now. SAD TO SAY BUT WILL NOT BE GOING BACK TO THIS NANDOS IN A HURRY! Very disappointing.