Horrible service at Nando's Nelspruit crossing

I am extremely disappointed by the poor service received at Nando’s Nelspruit Crossing today. Upon arrival, we were initially assisted by a staff member named Gcebisile, who displayed a rude and dismissive attitude from the onset. As we were a group of 8 people and expected to place a large order, I politely requested that she assist us by taking the order at the table once we were ready. She refused and stated that she would only do so if I gave her a tip. No policy supporting such a condition was communicated or shown to me. Due to her refusal, I proceeded to place the order myself at the counter. When the food arrived, insufficient plates were provided for the table. Upon requesting additional plates, Gcebisile again responded with attitude and stated that the plates provided were enough and that we would not receive more.

I then informed her that I intended lodging a HelloPeter complaint due to her conduct and poor customer service. Her response was dismissive, and she simply said “okay” before walking away. To make matters worse, while we were still dining, the staff members began loudly singing and creating unnecessary noise throughout the restaurant, which disrupted our dining experience. This incident occurred approximately between 12:05 pm and 12:25 pm, and can be verified through the store’s CCTV footage. Interestingly, when I took out my phone to record the behaviour, the singing immediately stopped.

The conduct displayed by the staff reflects a serious lack of professionalism, customer service training, and understanding of Treating Customers Fairly (TCF) principles. It also raises concerns regarding the management of this branch, as the environment appears poorly supervised and lacking accountability.

I trust that this complaint will be taken seriously and that the relevant staff members, including management, will receive proper training and corrective intervention to prevent similar incidents from recurring.