Guzman y Gomez - Cranbourne — Restaurant in Melbourne

Third strike…and you’re out…I can cope with the the criss-cross unmarked car park ‘intersection’ beside the drive thru that leads to a desperate game of dogem cars with others who are hungrier than you, before having to hook turn into ribbon-sized driveways.

That’s if you arrive on the off chance there isn’t two queues of cars 20 deep with drivers assuming you can read their mind and are OK with them jumping the queue. Even though they arrived 10 minutes after you did but have somehow started a third queue from the opposite direction that blocks off you and your queue.

I try hard to speak clearly into a microphone to a teenager who sounds like a kewpie doll bellowing into a road drain, who will always, always not understand anything I say until I’ve said it four times, and cutting me off each time before I finish my sentence that they’ve asked me to repeat.

And I quite enjoy watching the total chaos of cute-as-buttons, really sweet, but seemingly untrained and unsupervised high school kids looking confused, reading and re-reading the screens, in between flailing from station to station, the kitchen and service area (and repeat) trying to remember the order. It fills the time waiting at the pick-up window for at least five minutes, after taking 10 minutes to travel 20 metres after ordering.

I kept coming back because the food itself is great. What I can’t tolerate anymore is arriving home with items missing, regardless of the server confirming the order before they hand the bag through the window.

Lost count of the times there’s been no serve of veggies in a side bowl, after enthusiastic confirmation that it’s been ordered (and paid for as part of the nachos order)…or no extra guacamole and at times barely a spoonful (again paid for as an extra), same-same with ordering extra cheese, because the standard amount is not ‘standard’, it’s a sprinkle.

Tonight was ‘strike 3+’, with one and a-half churros and no dipping sauce, incorrect condiments, no cutlery or napkin, and cold feeble...

Complaint Regarding Incorrect Order and Inadequate Customer Service

To Whom It May Concern,

I am writing to formally express my dissatisfaction with a recent experience at your restaurant. On August 25, 2024, I placed an order for a Spicy Veg Burrito at your drive-through location. I explicitly stated that I wanted a Spicy Veg Burrito and made it clear that I do not consume eggs.

Upon arriving home and starting to eat the burrito, I discovered that it contained egg. This is something I have never consumed and do not wish to. The discovery caused me significant distress, as I had to immediately stop eating and thoroughly wash my mouth. This situation is not only upsetting but also a violation of my dietary requirements.

Following this, I contacted your restaurant and spoke with a staff member who responded with a dismissive attitude. While she acknowledged the mistake and offered a refund, she also mentioned that breakfast items are available between 7:00 AM and 10:30 AM. Despite my clear instructions for a Spicy Veg Burrito with guacamole—details which were specified on the label—there was no indication on the label that the item I received was a breakfast burrito, which typically includes "BB" at the beginning of the label. Additionally, the burrito did not contain the sautéed vegetables.

I have attached a photo of the label for your reference. The absence of the “BB” notation suggests that the mistake was not properly acknowledged at the time of my order. I am very disappointed with the lack of accountability and the manner in which my concern was addressed. I request a formal review of this incident and a more appropriate resolution. Given the distress caused and the breach of my dietary preferences, I believe that a satisfactory resolution would involve more than just a refund. I would appreciate a detailed response and assurances that measures will be taken to prevent similar issues in the future.

Thank you for your attention to this matter. I look forward to your...

I ordered on the GYG app to get lunch for the whole office. When it arrived, every single item was in there, except for my meal. This is the third time that this has happened to me, where it is ONLY my meal that's missing. I even made 2 separate orders because someone decided they wanted food after it was placed. They were smart enough to put both orders in the uber but they failed to include my bowl. With this being the third time that this exact situation has happened to me, I called the restaurant and asked them to deliver it to me. They said the only thing they can do is make it for me to come pick it up. I have not received a refund and I had to miss lunch and go pick it up myself when I finished work. The previous two times where this has happened was through Uber Eats, I had to get a refund for the item only but then I had to reorder the bowl and pay for delivery a second time. Then when it arrived after ordering it for the second time, it was cold and the guac was brown. It was clear it had been sitting there from the first time I had ordered it.. It's absolutely ridiculous. No solution was offered for their mistake. There is no option on the GYG app to request a refund or seek immediate help on my order. The receipt that was attached to the bag, had every item crossed off except for mine, so it is clear that they didn't check to see if everything was inside. Would really appreciate some sort of compensation. Don't offer a service that you can't provide.. if you are unable to fulfil an order and deliver it, then you should be copping the cost to deliver it to...