Guzman y Gomez - Campbellfield Plaza — Restaurant in Melbourne

Im not the review writing person however this will be my second ever review and im so upset that I have to talk about this.

As someone who was excited for this branch to open so closely, this will be the last time I visit. Mainly due to the appalling customer service. I have just come back from the restaurant and this was the worst of the few experiences at this branch.

At drive through, repeated my order multiple times only to have my order with the wrong chicken and missing guacamole. I asked to make sure the guacamole would be added and the staff said yes it is already included...I know guacamole was extra so I was very confused why I was told it was included....maybe they've changed something and i was unaware? Turns out they didnt even know their own menu. Couldve been young staff in training so whatever I let that slide. What happened next is the reason for this review.

The young workers at the window seemed to be having a lovely time giving each other hugs, handshakes, rubbing and scratching at their faces/lips, saw one young girl with her fingers in her teeth, all of this in front of us while handling food as if we were not even there! Especially the confused reaction of some of them laughing when we were looking at them shocked as they kept carrying on. Guy with the blonde curly mullet enjoying handling our bag of food as a joke in front of the female staff while sipping at his drink.

When I asked at the end what was going on, it looks like you guys are having a laugh being there, recieved a very smart response of "we are very busy" when in fact there were multiple staff at the drive through window playing around having a conversation. It was very apparent and even my young sister in the back seat was asking what was going in. Was very close in going down and speaking to the manager however I know that generally it never solves the issue.

I've never had this kind of service especially as a former hospitality worker myself. Hygiene is absolute key whether you are a food handler or not. Im not sure what has happened with staff and training but the lack of professionalism and hygiene was as if it was a joke. Playing with your face is not on; eating or drinking in front of waiting customers is not on; those are things you can do behind closed doors and follow up by washing your hands...im disgusted to eat my food even though the workers directly making the food are doing the right thing.

Absolutely disappointed and shocked to think this was happening in front of me like nothing. I hope this gets looked into...

I am appalled by the attitude of the staff. The workers are rude and have no manners and have no acknowledgement towards peoples opinions and concerns. I went through drive through and when I was waiting I looked through the window and all I saw are these young workers laughing and joking around , touching their hair and faces and there were half eaten foods and empty soft drink bottles on the table where they make our food. The staff are doing handshakes and messing around with each other when what they are actually supposed to be doing is their job

I was waiting for 20 minutes just for 2 buritto bowls and a quesadilla, 20 minutes I was waiting and a whole bunch of other cars behind me waiting as well . This place has a large amount of employees yet somehow it took 20 minutes for my food to be ready and I did not see not one person doing their job right.

When I ate at Gozman y Gomez the first time I had enjoyed it so much and the the stuff were amazing and kind but as I continued coming I saw the staff changing and the service changing into something unpleasant. I came one last time giving this place a chance hoping that everything has changed but it has not . It has gotten worse. When I was given my food I spoke to the lady who gave the food to us and I asked her why did it take so long for our food to come and she responded saying 'I don't know I just got here' and then I told her I wasn't happy with what happened the next time I come here I want to get a refund and then she said 'okay get a refund I don't care about what you think'. How rude and unprofessional is that. She doesn't even consider to make the situation better, she acted very casual and had such a rude tone and that's not all she even made a very rude face at me . Is that what you call professional qualified staff. I call this a joke and a matter to...

Since the inception of Guzman Y Gomez Campbellfield, I have been an unwavering patron, and my consistent patronage has afforded me the privilege of observing firsthand the exemplary standard of professionalism, courtesy, and genuine warmth demonstrated by their staff—attributes that I consider to be the cornerstone of the establishment’s distinguished reputation. As the very first customer to enter their doors on opening day, I was immediately captivated by the staff’s impeccable demeanor, attentive service, and sincere hospitality, qualities that have remained remarkably steadfast through the numerous visits I have made on a weekly basis. Their unwavering commitment to providing an exceptional customer experience fosters an environment of trust, comfort, and conviviality that elevates the entire dining experience beyond mere sustenance to a genuine act of hospitality. Additionally, I must commend their breakfast menu, which stands as an exemplar of quality within the fast food industry—meticulously prepared with fresh ingredients, thoughtfully curated, and consistently satisfying in both flavor and presentation. It is the staff’s unwavering dedication to creating a welcoming and personalized atmosphere that distinguishes Guzman Y Gomez from its peers, transforming it into not merely a place to dine but a sanctuary of exemplary service and culinary excellence. The professionalism and genuine care exhibited by their team continually surpass my expectations, reinforcing my loyalty and regard for this establishment as a paragon of superior customer service and culinary distinction in the fast...