Hi everyone, today I would like to share my unhappy experience in Nando’s Mid Valley outlet last Friday. I decided to blog about it since a lot people kept asking about the incident since I posted partly in my Facebook.
The story goes like this and you tell me what’s your opinion?
I went with Samantha to Nando’s Mid Valley outlet on 13th Aug 2010 to make a reservation for 15 pax at 8pm. The waiter that took my reservation shows me the tables we gonna dine in as well.
At 7.30pm, I went back to the restaurant but the tables where I reserved was occupied by other customers. I asked the waiter that took my order what happen to my reservation, he answer me with 2 words TOO BAD! Well, I raised my voice and state that I made my reservation earlier on and I’m still early half an hour ahead to get my tables. He replied me with the tables was taken and please speak to his manager(which was the assistant manager on duty that day). I agree with him and ask him to get the manager over and give me an explanation.
However, we waited 30 minutes at the entrance of Nando’s and yet the manager doesn’t bother to come out and give me an explanation on it. I can see that the waiter kept asking the manager to see us but seems the manager doesn’t want to come out at all. What I see from my angle was the manager was busy preparing drinks, serving food to customer and walk into kitchen.
I straight walk in to the counter and enquire the manager. *peep into the kitchen and saw she’s just placing her both hand on the table and resting*
Xiang :Do I have to wait freaking 30 minutes for an explanation and yet you doesn’t bother to give me one?
Assist. Manager : I’m sorry sir, our water dispenser broke down and there’s complaints from other customer to deal with. Therefore I’m very busy around to deal with it.
Xiang : No! What I saw was you were busy pouring drinks, serving food to customer. You’re a manager, don’t tell me that you doesn’t know how to differentiate which matter is more important to deal instantly?! You get me wait for 40 minutes and yet I have to walk in to ask you now!
Assist. Manager : Sorry sir, I’m really sorry.
Xiang : What happen to my reservation? The waiter told me that he told you about my reservation yet you gave away to other customer. Do I look like I can’t afford the bills?
Assist. Manager : Sorry Sir!
Xiang : So how’s with my reservation now? I’m organizing my friend birthday dinner and yet you get everyone waiting outside the restaurant!
Assist. Manager : Sorry Sir, give me 10-15 minutes and I will give you a table for you guys. I’m really sorry!
As you see, the whole conversation the assist. manager was just giving me bullshit excuses and sorry. I understand that during buka puasa session is peak hours for them, but I don’t think this is a good reason to cover up the whole case. Nando’s has been operating over so many years and this is not the first Buka Puasa hours they experience.
After we got our table done, we have to ask around 2-3 waiters to wipe our tables, 2-3 times to get us menu although we settle down for more than 15 minutes. Not to mention we were not given cutleries though all 11 sets of meal were served at time. I have to freaking Ask & Ask different waiter to get me the fork and knife.
I made a complaint through emailing Nando’s Malaysia regarding the bad service of Mid Valley outlet and the the manager of the outlet called me up on Monday. He said that waiter was a new staff doesn’t realize of the new reservation rules implemented for Bulan Ramadan which I have to order and pay for the meal during reservation. I don’t give a damn on what the changes on but since the outlet had taken my reservation, you shouldn’t cancelled my reservation without prior notice.
He said that he understand my situation and even he will fed up if he’s in my shoes. He hope that I accept their apologize by receiving the complementary meal they gonna give me. He requested me to withdraw the complaints from Nando’s Malaysia as the whole team will lose the particular month service charge portion.
I’m still considering whether to accept the offer but the manager called me up twice to invite me over their outlet soon for the meal hoping I can withdraw the complaint soon as well.
If you were me, do you think they deserve a second chance?