Guzman y Gomez - Elsternwick — Restaurant in Melbourne

Had an unfortunate experience the other day.

I had ordered off Doordash a month prior and the food was cold so I called the store and they said that they could replace my food. However, when I asked for my food to be replaced the manager said that I couldn't get it replaced because it had been a month since I had placed the order. Whilst I understand that I did order the food a month ago, in which the store argued was too long ago for the food to be replaced, I even told the store on the phone that I live in the other side of Melbourne and won't be back in the area to collect my food for a fairly prolonged period of time (they said this was okay). Despite going back and forth she stubbornly refused to re-make my order and said to appeal with Doordash. I asked her if she could show me and she wasn't willing too. I just thought this situation was unfair as I didn't even bother refunding with Doordash because when I called the store they just said they'd replace the food which was cold (the burrito and chips). Thus, I think the store could had handled the situation better by at least helping me refund the food on the app or had told me prior that their was a deadline for when I could collect my food replacement. This is the only time I have gone out of my way to write a review and hope that GYG could rectify...

This place is so inconsistent. Sometimes you get a good meal and other times you are left scratching your head.... What did I pay for? The last straw came and I will never go back. The order included a cheese quesadilla. I'm such a fan of quesadilla's and I make these at home myself. This was somewhat inedible. I know right - how can you stuff up a tortilla and cheese? Well you can. You can put the cheese over most of one side of the tortilla and then cook it so it's dark and pretty inedible. This is some feat! I couldn't actually eat it all as it tasted horrible the burnt tortilla with no cheese hmmm! When they called out my order (didn't ask if it was eat in or take away) so I got it in takeaway boxes, I went up to the counter to collect it and they were like what do you want. I was like you called out my order. Though they had the music on so loud I had to repeat myself 3 times. The other day there was a mishap with their delivery partner and I got my meal 1 hour after it was made. The churros eaten 1 hour after made were basically grease sticks very unenjoyable and while the person delivered the order marked it delivered and wouldn't answer their phone. It's just too much hassle. Which is why I'd never get delivery again and now I will never eat at this branch...

The food is okay, but there are other take away style Mexican restaurants doing it better. The service however is appalling. I had never ordered from Guzman before so I googled the Elsternwick restaurant and ordered a pick up using the Door Dash link. I’m not a door dash member and don’t have the app so it was all on a pop up window on Google. I did not receive any confirmation email nor a static confirmation page once ordered the pop up disappeared. When I went to collect my order they refused to give it to me. This comes after I repeatedly gave my name, what I ordered, showed the transaction on my credit card and explained why I don’t have a confirmation. It was a single burrito and they were treating me like I was trying to steal someone’s order. After 5 minutes of debating with me I finally demanded they give me the order. That’s when another staff member came over and accused ME of being rude. By this point I was so incredibly frustrated. Will take my money to Zambrero from now on but fair warning to anyone else using the online order button on Google, bring 100 points of identify and your first born if you want to collect your order in a...