Guzman y Gomez - Box Hill — Restaurant in Melbourne

I never thought I’d find myself writing something like this, not to you, GYG. You’ve always been my safe haven. My go-to. My spicy, zesty, reliable companion through hangovers, uni all-nighters, and lazy weeknight cravings. But this … this changed everything.

I ordered what I thought would be my usual comfort: a mild pulled brisket beef burrito. $14.70 well spent, I thought. But what I received instead was nothing short of betrayal. The burrito was cold, not just a little cool, but ice-cold, like it had been cryogenically preserved for another century. The contents? An arid wasteland of dry rice and plain meat, with the occasional tragic fleck of tomato, two, maybe three pieces at best. Not a hint of salsa, no beans, no cheese , not even the comforting warmth of a proper wrap. Just sadness, wrapped in foil.

I took a bite, expecting flavour. What I got was regret. It was dry desert dry, like my taste buds were crawling across a scorched plain in search of moisture. I honestly paused and just stared at it in disbelief. A tear may or may not have been shed. That burrito almost sent me into an existential crisis.

But it didn’t end there.

We also ordered a burrito bowl with sour cream. Or should I say: a bowl with a whisper of sour cream. A whisper so faint you’d think it was a rumour. There were maybe two microscopic dots of it, like someone had thought about sour cream but got distracted mid-squeeze. It felt like an insult.

I’m not just being dramatic, but I genuinely left that meal hungry, disappointed, and emotionally wounded. GYG has never let me down like this before, which is why it hit so hard. I’ve hyped your food to friends, defended your honour in burrito debates, and now… I’m left questioning everything.

Look, I get it, off days happen. Maybe the team was swamped.

Thanks for reading. I really hope you can help make things right.

Yours, with an empty stomach and a...

I was quite disappointed when I went in today. This is the place I usually go, I use the app to order so it’s ready when I arrive as I live 20mins away. I got there today at 6:35pm and realised I had accidentally scheduled my order for an hour later. I went up to the front counter to explain and asked if I was able to grab it now instead, the girl on frond counter went to who I assume the manager was (short lady with dark hair) and I was told to come back in an hour. I left and went to my car, realising I would have to drive 20minutes each way (60mins all up going home, coming back and home again) I decided to go back and speak to the manager, she looked at me a few times but wouldn’t come over to me. So, I explained myself to the girl (tall blonde young girl) who was handing out the food and she was very understanding and so lovely about it, she said it wasn’t a problem and got my food ready very quickly, as she was getting my food the manager realised it was my meal which she had told the girl on front counter I had to come back for, the manager told the girl on hand out that she shouldn’t have done that and started scolding her in front of people. The young girl looked shocked. It was very uncomfortable and honestly quite disgusting to see how she was treated for helping a customer. I hope this...

A number of occasions the food has been below standards. First time spicy chicken was too spicy. Second time my mini cali burrito was full of rice and guacamole. The burrito doesn’t even have rice in it, it has chips. And was half the size of a mini burrito literally so skinny too. And this time really annoyed me. I had ordered a churro sundae with 2 extra churros. I clearly said I wanted 2 extra churros on the side. The man gave me a small cup of the sundae and half a churro in it. I opened it up and it looked like it was prepared the shift before. Like how hard is it to prepare the icecream sundaes as they are ordered, hardly take any time to do it and least it’s enjoyable for the customer. I questioned him bc he didn’t give me the extra churros, he clearly didn’t understand me what i wanted at the time of ordering. He finally gave the churros but i had complained about my pre-made sundae and it was dripping and melting all over the floor. so much so he had to wash his hands before serving me another one. Unpleasant and upsetting experience. Staff need...