Guzman y Gomez - Malvern East — Restaurant in Melbourne

SEE UPDATE AT THE BOTTOM AND PICS ATTACHED. CAULIFLOWER KID WILL MAKE YOU WAIT AND HAS NO SENSE OF COURTESY.

To the manager, this is more of a staff review than that of the food, cause I'd really like to thanks the guys who were working late evening about 9pm Tues 26 April 2022. I'm in the drive through alone in my car after hitting the gym and my battery dies on me, the car won't start, nor do I have power to my steering or brakes. The staff here were really friendly, helped me push my car aside and even offered to give me some food seeing that I would be there a while. Manager, please thank all of them working that night on my behalf.

UPDATE: Customer service has gone down a cliff here. Below has happened to me multiple times.

19 DEC 2023, 9 PM - THE SHIFT LEADER WAS AROUND WHILE THE FOLLOWING TRANSPIRED (THE GIRL WHO WAS WEARING THE TEE WITH "SHIFT LEADER" AT THE BACK). Walked in and stood in front of the counter today and the guy and girl behind the counter pretended like I did not exist. I stood and watched for nearly 5 minutes before I went up to the guy and asked him if he would take my order. He seemed hesitant and really morose about it. Waited for my order after this, when I watched the same happen to another girl after me. She waited there for 5 minutes while they kept pretending like she did not existm. POOR GIRL WALKED OUT THE DOOR WITHOUT ORDERING AND SHE WAS IN TEARS. AND THE KIDS WORKING THERE WATCHED AS SHE WALKED OUT IN TEARS SO THEY DEFINITELY KNEW WHAT HAD JUST HAPPENED. HOW RUTHLESS DO U NEED TO BE TO MAKE A YOUNG WOMAN TEAR UP IN PUBLIC AND NOT EVEN ACKNOWLEDGE IT?

Also want to point out another similar incident a few weeks ago. This kid who works there (the shorty skinny lanky kid with the cauliflower hair and wears a cap) kept chatting with his mate when I was waiting in front of the counter. He kept staring at me now and then so definitely sure he knew I was waiting to order. Made me wait for 5 minutes.

UPDATE 23/03/24: Was here today and the same kid with the cauliflower hair from the above incident was on his phone continuously while at the front counter - pretty much in front of everyone and had to be told to take my order. SEE PICS ATTACHED. Did not even have the courtesy to look at me. Just kept muttering stuff under his breath. Had his hair covering his eyes and you cannot see half his face.

GET YOUR STAFF TRAINING...

We love Guzman Malvern east! Frequently purchase the burrito and enchilada atleast 2-4 times a week. Unfortunately, we were very disappointed with the service today, and request management follow up with our complaint. We ordered an enchilada and mini burrito. We took a bite each and noticed the meal including the meat was very cold, I assume they prepared it because it was busy. When I went to the manager (I can’t remember her name, but she was an Indian lady), I said politely it’s very cold, can we please have another one and I gave her the food. She kept telling me it was just cooked and she put the temperature gauge in the food and set it was warm up. I said I understand, but I come here multiple times a week, the meat is very cold, I know a cold meal. As I was saying this she talked over me and kept saying the tempature was fine. I said ok I’ll go back and have another bite but it is cold I went back to the table with our meals and my girlfriend and I had another bite, and yes it was still cold regardless of what the gauge had said My girlfriend went up and complained to the same manager about the food, who then put her fingers in the meat (with gloves on but still?) and felt the temperature and said it was luke warm, the manager then said we’re busy! My girlfriend said look I understand your busy, but its cold, can you please just make another meal. I was sitting at the booths and I could hear this conversation. Finally she said ok and made us new food, which came out quickly, and was warm! This was the guzmans we expected initially Please address this with your manager. I understand it gets busy, but we only took 2 bites each, and management doesn’t need to feel the food and convince us it’s warm when we actually ate the food and know when it’s doesn’t taste right. Disappointed also that she said it was the sour cream and avo that made the food cold. How does that make the meat inside cold? Usually I have no complaints about this place, and I will continue...

I ordered a pick-up meal from Guzman y Gomez on Sunday, and I was incredibly disappointed by the experience from start to finish. The food was terrible—it felt hastily thrown together with very little care or attention to quality. To make matters worse, it was completely cold when it arrived, which made it even less enjoyable. For a restaurant that prides itself on flavor and freshness, this was a major letdown.

The prices were also absurdly high for what I received. I paid $25 for some nachos and chips, which, given the poor quality and portion size, felt like a complete rip-off. At that price point, I expected a much better experience in terms of both food and service.

The service itself was another major issue. The wait times were ridiculously long, even though I had placed my order ahead of time. It completely defeated the purpose of ordering pick-up, as I found myself waiting far longer than expected. Adding to the frustration, the lady at the pick-up counter was outright rude and unprofessional. She had a terrible attitude and appeared unwilling to serve anyone, which made the experience even more uncomfortable for customers standing around waiting for their orders.

Overall, this experience fell far below expectations in every way. Cold food, poor service, inflated prices, and unprofessional staff—there was nothing positive about this visit. I wouldn’t recommend Guzman y Gomez based on this experience. I hope they take feedback seriously and work to improve both their food and customer service, as right now, it’s simply not worth the...