Guzman y Gomez - 567 Collins — Restaurant in Melbourne

it's so bad i would give it a 0, but thats not possible, so i'll give it a 1.

my and my four friends went to this GYG on 1st october around 2pm. all three of my friends had their orders incorrect. We were given nacho chips instead of nacho fries, all 3 orders had their drinks missing, we got given a small instead of a regular burrito, chips were missing and they put in the wrong meat. I work in fast food myself so I understand that mistakes can happen, but 4 in a row consecutively? come on! i was FUMING and other customers around us were as well. the service was so poor - no effort from the staff whatsoever! I also noticed the 'free burrito for first-time app users' poster and decided to try it out. I downloaded the app, but was unsure where to proceed for the free burrito. I showed the FOH staff, which were equally confused (she was new) so she called over her manager. Manager was very vague and press 'payment options' on my phone and told me to pay for it. I said i thought it was free? he said they will refund my money back. Once i got my order, i asked for the refund, as that is what he said. He then dismissed me and said 'the app will pay you, not me' -- which was not at all what he said before paying! Another manager came in and gave me a free meal pass and didn't mention anything else. Very disappointing to say the least! had to wait at least 20 from receiving our food to having ALL orders fixed.

Lack of dignity and care for customers, poor quality food and absolutely horrid customer service! I will NEVER go back here again after having WASTED all my money for crap.

EDIT: the bitly link doesn't even redirect us to any real source of complaint -- its just the...

My experience with this store has been terrible and very very disappointing. This is not my first experience with them but second experience where either my food doesn’t taste good, half cooked or wrong order. Today I received an incomplete order and when i went to the store a front door person named Natalia said I’m sorry I can’t do anything about this we received incorrect order on the screen. But my app said something else. If it was their technical error she should have fixed my order straight away without any arguments. Instead she rudely pushed my bag towards me and said I am sorry we can’t do anything about this. What do you mean you can’t do anything about this? It was your technical error it was your error you should’ve fixed my order straight away without any arguments. If I am paying you $36 and don’t get the food I ordered it is highly disappointing. I would like to report Natalia and her colleague who was along with her at the front desk he probably was a shift manager. This is my worst customer service experience ever and I believe GYG needs to train their employees better and definitely need to teach them some customer service skills. On the other hand if it was Mccas or Hungry Jacks they would have straight away apologised and fixed my order without any arguments. I’m never going to this store again however hungry I am. As a customer of GYG i am very disappointed. People like them have made me hate my favourite Mexican franchise. You people are terrible, terrible customer...

Food has been good on numerous occasions, no problems that I have seen. Problem has been if the order either wasn't ready for some time - because of how busy the place was.. or in one case never appeared at all and I just gave up and left without... As there are limited things open nearby in the evening, you can get a continuous mob of "food delivery" riders. I know they are a big source of income for many places - but they are typically arrogant, pushy, and just form a human wall and backpacks in front of the regular customers. I think the staff do the best they can, but from regularly observing things, the delivery drivers seem to get their orders first - everyone else waits patiently in the background and finds their orders go missing, or they miss hearing their number called or their orders are sitting in the warming drawers waiting until someone gets a free moment to check and discover it's been there for 15 minutes.. (unless you are pushy and get your way to the counter to interrupt the busy staff and feel like one of those idiots waving their phones around demanding where your order is..). Tired of it. Food is good. Systems are stuffed. Won't be wasting my time with...