Brent Cross - Anonymous Review

⭐ 1 star – Extremely disappointing experience at Nando’s Brent Cross
I am extremely disappointed with my experience at Nando’s Brent Cross today.
I ordered plain chicken thighs, plain chips and garlic bread. Normally the order is repeated back to you, but this time the member of staff serving me did not repeat my order, and I trusted that he had understood me. When the food arrived, the chicken was spicy instead of plain.
The chicken was taken back and put on the grill to make it plain. At that point I did not realise that the chips were also peri-peri, so they remained on the plate with the garlic bread. When the plain chicken was brought back, the chips and garlic bread were cold.
What made the experience much worse was the attitude of the staff. There was no apology or any acknowledgement that the order had been taken incorrectly. Because of the attitude I received, I did not feel comfortable going back to the same member of staff. Instead, I started removing as much of the peri-peri seasoning from the chips myself so that my son could eat them.
Later, another member of staff came to check on us. I explained what had happened and that my food was cold and the chips were peri-peri. He took the whole plate away and said he would replace everything.
I then waited another 15 minutes, only to be told that it would take another 10 minutes and asked if I wanted to order something else. I said I would wait, but by this point I had completely lost my appetite.
My son was there with his friends. The other children had already finished their meals and even had frozen yoghurt afterwards, while my son had been waiting so long that he told me he was no longer hungry.
This was supposed to be a nice meal out, but the poor service, lack of communication, lack of apology and long wait completely spoiled the experience for both of us.
Mistakes can happen, but what matters is how staff deal with them. I would have expected a simple apology and a much more helpful attitude. Instead, I was left feeling extremely uncomfortable and disappointed.
I hope the management at Brent Cross takes this feedback seriously and looks into both the way the order was handled and, more importantly, the way the situation was dealt with afterwards.