Mark T.
Yelp
So THAT'S where the sauce comes from! I've seen it in stores in the Northeast, and never knew it was a brick-and-mortar place! After seeing it and looking up the menu, I've been itching to stop in.
Unfortunately, my experience was one I do not wish to repeat. Thus, I don't see myself returning anytime soon, or in the longer term. Probably not medium-term either. Nando's, you need to do better across the board, a lot better.
Let me ask you, reader, two questions:
1. What's the longest you've ever had to wait for a meal at a restaurant?
2. What's the longest you've ever had to wait for a chicken sandwich?
Let me share my answers:
1. Until today, about half-an-hour. This was for a fresh deep dish pizza, and for a Beef Wellington at Gordon Ramsay's. I am not counting that time in NYC when my age was in the single digits and they forgot my parents' order.
2. An hour - at Nando's. You'd think the chicken was alive when we ordered.
Here's more of the story: we were a group of six on a team lunch from work. When we were seated, we were warned that the wait would be 25-30 minutes.
Time-out!: isn't this a fast-casual restaurant? I try to be reasonable and understanding, however, there are limits! Except for things that genuinely take 30 minutes to cook, being busy is not an excuse, but a symptom of ineffective management. The whole schtick with the lunch rush is that it's a rush - people don't have a lot of time.
It gets worse. The first items didn't start coming out of the kitchen until about 40 minutes after we'd ordered.
It gets worse still. When ordering, it was suggested we order using the QR code and applet, as this would help ensure everything gets to our table at the same time. Okay, nice for us to all share a meal together as opposed to some people eating and others waiting. Yeah... that didn't happen, our dishes did not come out at the same time, and some had a substantial gap in between.
Not only that, half of our order was forgotten about! Half the group had already eaten and fully digested their lunch, and the others (myself included), were still waiting for their mains, and some sides also never got to us.
Still not done - When I came up to ask where the rest of the food is, there seemed to be some confusion and uncertainty as to what was ordered and what was still outstanding. I suspect that they accidentally closed our order way too early.
The blows continue.
In the midst of all this, other than one apology from the cashier, the rest of the staff seemed somewhat angry and annoyed. Rather than try to make things right for people who've been waiting an hour, their priority seemed to have us out of their hair.
Failure again: When I finally had the Thigh and Mighty in hand, I unwrapped it to discover it was, in fact, the Chicken Burger. I brought it up and explained it was the wrong thing. The employee pushed back, and I had to point out the pineapple (comes with burger, not thigh-and-mighty). It is remade and I go sit down. This time, I wasn't going back no matter what they gave me.
I unwrapped, and it was the item I had ordered. Finally! My friend's hair grew from her shoulders to her waist while I waited, but whatever. I sink my teeth into this thing...
*Drumroll please*
It was meh, at best! I will give a point for the chicken being very tender, though on the other side, it is difficult to overcook chicken thighs. Alas, that is the only good thing I can say. The chicken didn't have any char or other evidence of a maillard reaction. They could have made it in an Instant Pot, and I wouldn't have known the difference. The veggies on the sandwich made as much impact as the grill (immaterial and close to nothing). Final nail in the coffin: while I saw them dab some sauce on while grilling, the flavors were a whisper, and the heat was MIA (ordered medium).
For the fries... for something that spends most of its time under a lamp, they were fine. Still, despite my love for potatoes cooked in oil, this was not nearly enough to get them out of the very deep hole they've dug for themselves.
Now, let me address management directly, specifically whoever copy-pastes the same blurb apologizing for missing the mark and asking for me to submit something through your website. No. Just No. This review contains all the information you need. Submit it yourself. You need to do better - not for me, but for the next person. You won't see me again. Good day!