Very disappointing experience with Nando’s Tunbridge Wells - Lily Duty Manager
My wife had an appointment nearby so we decided to treat ourselves and ordered a collection. We then drove 30 minutes home, only to discover that around half of the order was missing.
When I called the restaurant, I was told they could only refund the missing items, even though the whole meal was ruined because we couldn’t eat together as planned. By the time we had gone back and forth on the phone trying to sort it out, the food we did have had gone completely cold and was no longer enjoyable, so it ended up being thrown away anyway.
I spoke with Lily, who said she was the manager, but unfortunately she was quite rude and not very helpful, which made an already frustrating situation worse.
Mistakes happen, but the way this was handled was very poor. After a 30-minute drive home, an incomplete order, and unhelpful customer service, the whole experience left us extremely disappointed.
Sadly, this experience has made us reconsider whether we’ll use Nando’s again.