Guzman y Gomez - Eastland — Restaurant in Melbourne

I've been to GYG less than a handful of times and have already had 2x terrible experiences from both the stores and the head office customer service.

I ordered 2x Quesadilla "Plus" and 1x veg burrito and asked to add beans. After a lot of back and forth with the register girl seeming to not understand what "just add beans" means. I was told the system doesn't add beans, but they could do it as a "side" and then add into the meals.

They brought the items over with the beans in a container and not in the meals. I took them back up to be fixed and was told for the time of day, its too hard for staff to do special requests (just to add beans?) which nobody said to me at the register, but said he'd get it fixed. (Not sure how his staffing/foot traffic is my issue and should have been said at the register)

Food was remade. Quesadillas had no sour cream, no pico de gallo or guacamole as the "plus" menu option states and I paid for. I brought it back and said this isnt what I asked for. Manager seemed annoyed now, no idea if it was at me or staff, but he was shaking his head and huffing around. Finally got it back, with avo, pico and beans, but no sour cream. By this point i didnt feel confident going back and asking them to fix it again, so my kids just ate it.

When I bit into my burrito, I tasted meat. Not much, likely not on purpose, but I dont eat meat. Hence ordering vego meals. So I spat that out and near about cried in the restaurant because I havent eaten animals since I was about 16 (i'm 41!) Nobody checked in with us, nobody really said sorry, nobody offered us credit or money back. It ruined our night out at Eastland.

I know they were busy, but I think a couple of mins to check in would have been nice considering how many mistakes were made (three meal errors!) I really just want my money back and i think I've given you PLENTY of information to do that, yet your online customer service thinks because i don't have photos, they dont have to do their due diligence and check what happened in store. The onus is on me the customer to prove the incompetence. The product received was not as described, was wrong and contained something that for ethical reasons I dont eat, not to mention the way the manager huffed around when I asked for it to be fixed and didnt communicate with me further afterwards. Its just trash customer service. I've worked in retail as a store manager for seven years in my past and a $32 dollar refund is NOTHING when your company is this big and made so many errors. Right your wrongs and provide customers refunds so you can keep them and avoid bad reviews. This store (which i imagine is a flagship store!) has a three star rating on Google and I'd rate your online support a zero if I could. My experience...

Amazing food as usual. However please do some follow up training with staff in regards to customer service skills. If they see a customer waiting you must acknowledge them and say “hi, won’t be a moment” etc.

I ordered Via the app and stood there for 10 minutes waiting for the girl to give me my order. When she finally approached me, she handed me my order that was already sitting there ready to go. During the 10 minutes she was bagging small chips for someone else order and talking very loudly about going clubbing to the kitchen staff. She gave the man behind me his small chips and turned back around and wiped down the benches whilst continued asking the kitchen boys which clubs they go to before finally approaching me.

I ordered via the app to pick it up straight away. The chips had also gone cold because my order was sitting there for ages.

This event was a few weeks ago.

Now tonight, again we just need to train the front of house staff some customer service skills. Different girl working front of house, it was a young manager, looks around 20 years old. She was at the front register putting through an order whilst a man was standing there waiting to order. She finished what she was doing on the POS and then she turned away and did something else. The man threw his hands up in the air. She then went back and asked “how can I help you” to the man. Instead, she could’ve acknowledged him as soon as he approached and said “hi sir I’m just putting through an order, I won’t be a moment”

She also yelled at young teenage boy saying “Pat if you have nothing to do clean dining” it was unprofessional. She could’ve nicely asked the young boy to clean dining tables instead of yelling it out in front of everyone.

Again, love the food and love gyg. Just need to come up a training system for customer...

Date of Visit: 4 December 2020 Ordered through Menulog. Guzman y Gomez please stop using food delivery services, such as Menulog. The quality of the delivery service affects the quality of your food. Food delivery was late by 15 minutes, and cost $20 more than picking up in person For the $20 extra I paid Menulog, I would like quality service. Menulog did not provide quality service and this affected the quality of your food. I did not enjoy the food due to sogginess and coldness. If I picked up in person (like previously) I would not have this issue. Unfortunately, I was unable to pickup due to illness. I was looking forward to Guzman y Gomez this evening because I had been in pain due to illness. However, Menulog's poor service affected my enjoyment of the food and quality of life for the evening.I will not be using Menulog in the future and will not be ordering Guzman Y Gomez through any food delivery service.

Date/time of visit: 1 Feb 2020, 8:30pm (approx).

Ordered takeaway of 2x regular, spicey chicken burritos and regular (small) chips. Service was great; friendly staff. Food was served in a timely manner, chips were made fresh. Sauce station was empty but they filled two takeaway containers for me from sauce behind the counter. Taste was good and refreshing. I was originally thinking of getting a pizza from somewhere but my partner suggested Guzman y Gomez - I'm glad she did. Only downside is its location - Eastland has horrendous, really atrocious parking and tight access for cars,, many blind spots, with rude drivers and slow exit. It's a shame because I liked Guzman y Gomez (first time customer to any of the...