Guzman y Gomez - Monash University — Restaurant in Melbourne

This GYG is just disappointment after disappointment. Been here on three different occasions and every time just as bad as the other. We've ordered online in the past for food to come back stone cold and awfully presented. Given them other chances but Friday night was the last straw. Decided to go in-store because we actually like to eat our food hot and it wasn't even worth it. We ordered online but came in-store to pick-up. We still ended up waiting for about twenty minutes!!! Sooo slow and disorganised. The asian girl with the long pony-tail honestly had a spirit as dry as the chicken on my burrito. She put down two burritos from two different orders and called out our order number. Luckily I picked up on it before leaving or I would have been given the wrong burrito. Thrown together terribly rolled burritos which are then carelessly shoved in foil. Not neat at all with crumpled together foil at the ends. This place is so so unorganised and uninterested in customer experience they don't even give bags or napkins. You could order 10 burritos and they'll expect you to carry them all with your bare hands. SAVE YOUR SELF. GO...

I had a very disappointing experience at this store. I politely raised a concern about the portion size, which was clearly much smaller than usual. A young Asian female staff member with glasses completely ignored me. Instead of responding, she called over another male staff member with darker skin, and I had to repeat everything all over again. Then she turned away and started serving other customers without saying a single word. It felt extremely dismissive and disrespectful.

The male staff member who took over was also very indifferent and arrogant. I stayed calm and respectful the entire time, but their attitude genuinely made me upset. The way both staff members handled the situation made me feel that some customers are treated differently.

As a Monash University student, I used to visit this store regularly. But after this unpleasant experience, I won’t be returning. I hope the management takes this seriously and provides proper training to improve...

I've been ordering from GYG Monash for the past five years and noticed the quality of service and food has gone down. Once I waited for my online order for over 15 mins. When I asked the staff, they rudely told me to wait if 'my number has not been called' without checking my order number. I waited for another 10 mins, turns out someone else had taken my order. The staff didn't apologise. This time, I ordered a quesadilla plus and this is what I got. I went back and showed them my food and the staff just stared blankly at me without apologising. Another staff from behind the register was kind enough to apologise and offered to bring me the newly prepared food, which I appreciated. I really think the rest of the team should step up their customer service. Lately I've also been hearing negative reviews from friends and colleagues about this chain. I am currently avoiding the place as I've been getting negative experience...