Merry Hill - Anonymous Review

I recently visited Nando’s and unfortunately had a disappointing experience due to poor communication and customer service.

I have allergies to eggs and nuts, which I clearly communicated to the manager when placing my order. I made a point of explaining my allergies upfront so appropriate care could be taken. I also asked for my food to be plain, with no sauce. However, when my food arrived, it had been prepared with mild spice, which I was told was due to a misunderstanding of my order. I asked for this to be corrected.

After this, another staff member brought me a wrap that only contained soya chicken pieces and halloumi, with no mayonnaise or salad. I politely pointed out that the mayonnaise was missing, which was then added. When I mentioned that the salad was also missing, the staff member (becky) became argumentative and stated that I must not have explained my order clearly to the manager.

I respectfully explained that the manager had taken my order and that I had clearly communicated both my order and my allergies, and that there may have been a miscommunication. The staff member then responded by saying that they know how to treat allergens as it is “the law.” I replied that while procedures may be in place, only someone living with allergies truly understands the seriousness and stress involved.

Rather than resolving the issue calmly and professionally, the interaction continued to feel dismissive. I ended the conversation politely by wishing them a nice day.

Given the seriousness of food allergies, I expected better communication, care, and customer service. Unfortunately, this experience did not meet those expectations.