Guzman y Gomez - Melton — Restaurant in Melbourne

I am NOT the type to leave reviews however I would like to bring attention to this particular shop in the hopes it can be saved.

I am a GYG customer & member. This was the first and LAST time I will visit GYG-Melton. I didn't want to stop here but it was on the way to my destination so I figured why not. Big mistake.

I got food poisoning. I order the same thing as I usually do at any other GYG - Burrito bowl, tacos, chips and a burrito on the side. From the moment I walked in, I should have turned around and walked back out. But I didn't listen to my gut instincts. Like my previous relationship - I ignored all the red flags.

First red flag, being ignored for a long period of time. No one attended to the front to serve. It was busy so I let it slide. Second red flag, a female walked in who seemed like she was a celebrity - knew all the staff. Saying "sup" and words of profanity to all of them - disrupting the entire atmosphere and requesting a special service. She wasn't in uniform however, she kept raising her voice and stopping staff for simple laugh and catchup. She specifically asked for this staff member (another young female) to serve her. Once her order went through (i assume it went through) she walked almost behind the counter and asked the prep staff to add extras. Extra lettuce, extra sauces, extra cheese followed by winks and laughs. She checked her own orders and again, walked almost into the kitchen to ask for adjustments. I assumed she was a staff member & maybe her shift had just ended - She didn't make an effort for her appearance with ripped leggings, unbrushed hair, and jersey that looked like it had been stretched from a size Small to Large... but she definitely made an effort to make it obvious to the other customers like myself, that she was a VIP and "good homies" with some of the staff and was allowed to walk behind the counter. None of the staff bothered to address her behaviour & language.

Here, the food was cold. And I genuinely mean COLD & the rice was stale. I felt sick after eating - didn't finish any of it. Maybe if they had focused on the food and not their obnoxious friend at the counter, it could have been somewhat better. They added beans even though I asked specifically for no beans. Fries were over-seasoned to the point of no return. We had to stop at Hungry Jacks just for FRIES. Tables were a mess. If they had a pulse you'd actually hear them saying "please give me a bath". The condiments area, there was sauce spilt over the lids so you had to dig to find one untouched. The chopped onions, pickled veges, looked like they retired from the workforce and weren't enjoying their retirement at all.

There is one positive - one female worker, black hair, lashes, tattoo on the neck. Who was working hard and seemed like the only person in there, that cared or knew what she was doing.

I wish I took photos. But I can show you pictures of the bland toast that I now have to eat until this food poisoning eases and I am able to stomach any other foods.

I love GYG. Just...

After many visits I am finally leaving this review. I've waited a long time as the store was new and I understand it can take some time to get things in order. However the store has been open for a long time now and on 9/10 visits I am waiting a minimum of 15 minutes for my food whether I order in store or through drive thru. I now order ahead via the app to escape this wait time yet somehow I still find myself waiting 10-15 minutes in store when it already took me 10 minutes to drive there. The wait time was something I was happy to look past though, it just became part of gyg, knowing only to come if I have the time to wait. My food on most occasions was good, sometimes it is cold - weird considering how long it takes to make my order but alas even cold gyg tastes okay so again I've been hesitant to complain. In recent months I've changed my order to nacho fries or a bowl instead of a burrito - so I definitely know what you expect when I come in. On my most recent visit after again a ridiculous wait time I was handed my food with no apology and then opened my food to see it no where no full. This was the straw that broke the camels back. As i said I have been a frequent visitor since the store first opened and have been okay with long wait times and cold food but when I pay $15 for one item I expect it to be full. I have put in a complaint via the app and they have said that is my fault and that the food has obviously shifted to the side. Why would I care if my food has shifted to the side if I just mix it all together anyway. After buying the same thing probably weekly now for the last few months I can ensure you that my food last week was no where near the quantity it usually is. I am shocked that your customer service team has the audacity to put the blame on the customer and not even say sorry. I wasn't looking for a hand out, I was just wanting to let the team know so that they can make sure it doesn't happen again, instead the company has taken no responsibility and continues to imply the food has...

What shocking service I have never experienced anything quite like it.

Ordered on the app and the app froze after submitting and it didn't provide an order number, it did however take the money out of my account. I asked for them to check my order and was told there was no order and it hadn't gone through. (I was understanding at this point you know things happen) so I showed my receipt and asked for a refund.

I was advised that I couldn't have a refund or the order that I wanted without resubmitting and would have to raise a PayPal dispute or put in a request to head office for a refund. They refused to help claiming its franchise and basically not their problem.

We reloaded the app 3 times still no order. I requested to speak with a manager because surely this was incorrect information that the customer is the one that is to be out of pocket $65 and responsible for chasing it up themselves. I was told the same thing in addition to this "This actually happens alot" if it happens alot I'm wondering why the issue isn't fixed and how the process is still to wipe your hands of it and make it the customers issue.

This went on for over 20 mins when on the 4th reload of the app showed my ordered number and they then found my order which had been sitting there time stamped 20mins earlier going cold and soggy.

I asked for a refund again as we didn't order cold and soggy food and was told I would need to request with GYG head office as they cant refund.

To make it worse they had the cold drinks in with the food.

This was the first and last trip for us.

If you do end up at this store do not...