Park Royal - Archive Review

Archive's picture
How Helpful?: 
Average: 4 (1 vote)
Author: 
Number of Visits: 
50+
How Busy?: 
A few tables occupied
Date of Last Visit: 
Sunday, January 8, 2012
Time of Day: 
Weekend Dinner (Inc Friday)
Rating: 
1.63 / 5
Friendliness of Staff: 
1 (Rude. Where is the Nando's spirit?)
Speed of Service: 
1 (>25 mins - Asked repeatedly. I need my Nando's)
Quality of Food: 
1.5 (Very disappointing - cold, flavourless, burnt)
Decoration & Cleanliness: 
3 (Standard Nando's, nothing bad, nothing exceptional)
Comments - Stand out in our monthly competition! What did you eat? Unique aspects? Parking/transport tips?: 

There is a cinema opposite which is good for a weekend out. We always come to Nandos at Park Royal as we love the food and enjoy the atmosphere. Going to Nandos for a long time, there is a standard of service which we do expect from the staff. We were originally served by a staff member called Danny who was very friendly and very polite. We were then served by a staff member called Kasia who disappointed us completely. We had ordered our food and when my husband recieved his, it was not cooked throughout and was raw. We immediately complained to Kasia and showed her the inside. She claimed that as it was a big piece it was harder to cook and that to herself it was cooked properly. At first she point blanked refused to give us anything and then when asked again, she ordered another chicken. We then waited about 15 minutes for this to be cooked when the restaurant was dead and they were cleaning! As we were leaving, I had pulled Danny aside to speak to him about the lack of customer service in the store not aiming at himself. Kasia then interrupted and argued with myself and was on the verge of shouting blaming ourselves. Working in a customer service environment, if you have placed a order first, regardless of whether you change what piece you would like, you should be given it first; however others served after us were given their meals first. This was unacceptable. We were then blamed by Kasia that as we had changed the piece we would like, and it was big this was why it took time. She would not let us speak and was very argumentative. Danny apologised and upon leaving I requested to him that feedback be given. When on our way home, with the second piece of chicken, we opened the bag and found it to be burnt as seen in the picture.

We love our Nandos but things like this shouldn't happen most times we go. Perhaps the store staff need to be trained again.

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