Guzman y Gomez - Fairfield — Restaurant in Melbourne

I came into GYG Fairfield for what I thought was gonna be a routine pickup, when I walked in however, I was met with the gaze of a fearsome beast, one that until this day I thought only existed in infamy and legend, a blood sucking fearsome creature, The Chupacabra. Its eyes were steely and saw right through me, it smelled the fear, I tried to leave but I was paralysed, too scared to move, I couldn’t run and I couldn’t fight, I could see its hind legs brace, I knew it was about to pounce, I closed my eyes, ready for the cold embrace of its fangs, but it never came. I opened my eyes to see an absolute unit of an employee in front of me, holding the fearsome beast by its mouth with nothing but his hands, he threw it against the wall and the creature whimpers back in fear, “you want seconds?”, the employee said, beckoning the mythical creature, once more The Chupacabra reeled back and pounced, whilst it was mid air the employee got under it and pulled it down to the ground, executing perfect grappling techniques and forcing it into a sleeper hold, once the beast was out cold, the heroic employee sealed it away inside the giant wooden dog across from the store, never to be unleashed again. “Thanks for that”, I said graciously, “It’s ok, I’m just glad I was able to provide good customer service” he replied, “you got a name?”, I asked “You can call me Kai”, he then walked around the counter put what was unmistakably a cali burrito, some tacos and a quesadilla in the bag, I was in disbelief, despite fighting off a legendary feared mythical creature, he managed to remember my order. “Thank you Kai, my family really counted on me to get this food home, without you here we would’ve had to go somewhere else, and nobody meets the requirements of good tasting food, low wait times and good customer service like GYG Fairfield, if I went anywhere else, it would’ve paled in comparison to here” “All in a days work” Kai replied And we parted ways, me able to feed my family and Kai continuing to be an...

Do not under any circumstances order for delivery through the GYG app - terrible service. My partner and I ordered dinner for delivery through the GYG app (with delivery service provided by UBER) first driver cancelled the order after ~20 minutes, after which the order was sitting and waiting for a driver for a long period of time, at this point I attempted to contact support through the app, to which I was directed to UBER chat support, this was met by absolutely abysmal customer service from UBER (and a support person named Windel) who went on to say that it was not their problem, that they couldn’t tell when the order would be delivered and that it was my responsibility to contact the restaurant (even though the issue was with the delivery service, not the food), I called the restaurant and was met by an automated message telling me to contact support via the app, which is what I had already been doing - so where is the support? No help, and not even an apology from the pathetic Uber chat support who say it’s the restaurants issue, and when calling the restaurant I’m told that to contact the delivery provider.

Food eventually turned up an hour and twenty minutes after ordering, and by that time all the food was stone cold and the drinks were hot. Very disappointing experience, as someone who works in restaurants and customer service, this is not how you treat customers or...

I’ve had multiple disappointing experiences at this location, and today was no different. I placed my order through the app, set a pickup time, and when the app said the order was ready, I headed over to collect it. Upon arrival, I was met by a shift leader who had a terrible attitude and showed no effort to be hospitable. He didn’t greet or acknowledge me and when I asked about my order, he told me it wasn’t ready, despite the app clearly saying it was.

I had to wait 15 minutes, watching other customers pick up their orders, before I asked again. He then casually picked up my order from a table where it had clearly been sitting the whole time. When I questioned him about why I was made to wait and why my order wasn’t called out when I was standing right at the counter, his response was "Oh yeah, I should have." Seriously?

This isn’t the first time I’ve had issues with service at this location, and it’s incredibly frustrating. Customer service should be about making the experience smooth and enjoyable, not making customers feel ignored and unimportant. If this is how they treat their customers, then they clearly don’t care about quality service. Avoid this location if you value your time and expect decent customer service. It’s beyond...