Zambrero Support Office — Local services in Sydney

I am making a formal complaint regarding a serious incident at Zambrero Sunbury involving the manager. Her actions towards my husband and my family amounted to discrimination, bullying, and public humiliation, witnessed by multiple people.

On 26/09/2025 my husband — who has Type 2 Diabetes — urgently needed to use the toilet before ordering. The manager confronted him and told him he could not use the toilet before placing an order. She then loudly added: “Some people think this place is a public toilet.”

At that moment, I entered the store with our two children (one a teenager and one only 3 years old) and overheard this comment. When I asked her why she was speaking so rudely to a customer, she repeated the same insulting phrase again, not realising I was his wife.

I told her directly that my husband has a medical condition which requires urgent toilet access, but she showed no care or understanding. Instead, she continued to humiliate him.

The manager became increasingly hostile. She continued making offensive remarks while at least three other customers entered the store and overheard what was happening. A very young male employee (appeared under-age) was also present and looked visibly uncomfortable. I even told him I felt sorry that he had to work under such a manager.

Ultimately, the manager threw our family out of the store and told us that we were not allowed to return again. Effectively, my husband was banned from the premises because of a medical condition that required urgent bathroom access.

This behaviour was:

Discriminatory: My husband’s actions were directly linked to his recognised medical condition (Type 2 Diabetes). I explicitly told her this, and she still chose to mock and exclude him.

Bullying and humiliating: We were insulted and degraded publicly in front of children, staff, and customers.

Damaging to children: Our kids, including a 3-year-old, were forced to witness this cruelty towards their father.

Unsafe workplace conduct: A very young staff member witnessed his manager bullying a family, raising concerns about workplace culture.

Unprofessional and harmful to Zambrero’s reputation: At least three other customers also witnessed this unacceptable behaviour.

Exclusionary: By banning us from returning, the manager denied us access to a service on the basis of disability.

We have been loyal customers almost every weekend, yet were treated with hostility and cruelty.

I request that this matter be investigated thoroughly, that the manager face serious disciplinary consequences, and that Zambrero provide assurance that no other customer with a medical condition — nor any junior staff member — is subjected to such treatment. If this is not addressed appropriately, I will escalate to the Australian Human Rights Commission and the Victorian Equal Opportunity and Human Rights Commission under disability...

I'm a regular at the Zambrero store in Darlinghurst, and I can't help but wonder if there's crack in their burritos because I keep coming back for lunch. Their salad area always impresses with its fresh and aesthetically pleasing selection of vegetables.

I'm quite particular about lettuce, and I must say, Darlinghurst has the perfect deep green variety that I prefer. Unlike the cheaper, lighter-colored lettuce I've seen at other places.

Despite the youthful appearance of the staff, don't let that fool you. They're all incredibly knowledgeable and ready to offer personal recommendations. Even when there's a large group ahead of me, I've never had to wait more than 5 minutes to be served. The salad area remains clean, even during busy lunch hours.

I've also visited this place a couple of times after a big night out, and having a burrito at 1 AM on a Saturday truly elevates the mood. The atmosphere is lively, and the staff are working with the enthusiasm as if their mom's life depends on it.

Every time I visit Darlo, their service, cleanliness, and portion sizes remain consistent. The only noticeable change has been the increase in prices.

The Kings Cross store may have a more modern look, but the counter service doesn't quite match up to what you'd expect for the price you're paying. If I'm shelling out close to $15 for a burrito, I would expect a different level of service. While the staff are pleasant, there's not much room for casual conversation.

I've also noticed differences in their beans and chicken compared to other locations. Personally, I don't mind the grilled chicken, but I'm not a fan of the black beans. The pinto beans at other stores are much smoother and buttery. It was quite surprising because I assumed all stores had the same ingredients. It might be helpful if they adopted a layout similar to Darlinghurst, where they ask if you'd like black beans and you can see it before it’s being put on...

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Defends franchisees when customers complain. Doesnt care about franchisee conduct towards customers. Does only a one-off resolution to a problem by offering a free meal and doesn't care about overall impact of horrible service-- such as whether the customer will come back for return business to a specific store or whether a bad incident will be reported to other potential customers. Doesnt care about whether the customer feels unwelcome to a specific store. Doesn't immediately sit down consult and discuss with angry customers to see how Zambreros can improve services regarding a bad experience they just had. Doesn't care about whether unpleasant, dishonest, and disrespectful franchisee conduct impacts on corporate image. Doesn't discipline franchisee from misbehaving.

Support receptionist named Jess, won't let you speak to an operations manager or franchise division manager and simply passes messages on to you. The only problem is you don't know whether she is giving the right advice as you cannot confirm this and further information regarding your concerns cannot be fully resolved.

Corporate restructuring (recently hired new CEO) did not resolve customer...