Guzman y Gomez - Moonee Ponds — Restaurant in Melbourne

This has got to be the worst GYG store in Melbourne. The last 2 times I’ve been I’ve had the exact same experience:

I order on the app and go to the collection window where I wait over 20 minutes for my order, even when the store is empty the staff don’t call anyone’s order when it’s ready so you have to keep asking them - on the rare occasion they do call an order they walk away before you can respond while you wait you can watch the staff literally slopping food together with zero care finally receive the order and it’s stone cold, no apology for the long wait I ALWAYS get the wrong meat in my tacos - today I ordered chicken, pork and beef brisket (which costs extra) and got 3x pork make a complaint on the app and get a generic apology with a $10 credit

The service at this store is inexplicably slow and subpar. Meanwhile when I go to the drive thru stores they seem to be able to prepare my order correctly in the time it takes to drive from one window to the next. I recommend you go to literally any other...

This review is edited: I went back on 2/1 and this same woman was working. She was extremely apologetic about the mistake. When places make mistakes they normally make excuses. Not her. Mistakes happen, it’s what you do after to rectify them and she handled it professionally and with a smile on her face. She seems like a delight and a real asset to your company. :) will definitely be coming back here now!

Pretty disappointed. Came here and realised I’d made a mistake to not remove guacamole from my food as I’m allergic to avocado. Asked politely if they’d be able to not add guac as my food hadn’t been made yet, was told “it doesn’t come with guacamole” so I, puzzled, said okay thanks. Then a young girl handed me my food and said “here’s your order! No guac!” with a smile. I thanked her, went home, opened my food and everything had guac in it. How can someone say that to your face and lie about it? Disappointing service and a waste of $30 as it all had to be...

This is our go-to for a quick tex-mex meal here and it's been great to have a restaurant in our neighborhood. I agree that there are some consistency issues to be addressed (for instance we've twice been shorted an entire burrito in our takeaway order, only to discover the error once we were home) and the quantity of food depends on who's working (we've definitely received some disappointing tacos with more lettuce than anything else.) But we know we should always double check our takeaway order at any restaurant, and their staff has always been friendly when we've asked for help correcting a mistake. So these things don't stop us from eating here. On the whole, it's an enjoyable experience and we count it as the best place for a fast food burrito in...