Guzman y Gomez - Moorabbin — Restaurant in Melbourne

Just wanted to thank in particular a certain drivethru staff member who helped me greatly today. I came through drive through to make an order and already was greeted by a very friendly staff member who commented that my car smelled nice. I made my payment, and she explained that the card machine was playing up and sometimes when people make purchases it shows on my end it has gone through but not on theirs and said my payment hadn't gone through on their end. She asked me to see if the payment was processed through my bank , when I checked my bank account it has gone through, and I showed her the transaction. She promtly went to ask for her manager. And after seeing some back and forth he left, and she opened the window and said that her manager wanted me to pay again. I told her even though it was a bit disappointing to pay twice I was happy too. She instead went out of her way to get her manager back so he could view my transaction account. I already had a pretty sinking feeling like he felt like I had done this on purpose, which for anyone is not a great feeling. Until I properly showed them both my bank account and the transaction. He agreed to let me drive through after confirming my purchase was made. She apologised for the inconvenience and let me go through. As someone who works in customer service I was very greatful to have somoene stick up for me when these payment issues arise. It can be very mortifying having people think you're being dishonest and not making your purchase when you have. Which I have dealt with in the past with my own customers. It was nice to be reassured when you're on the receiving of it. I have taken one star off because I was very unimpressed by her manager. Who could've resolved this, and done his job properly (and the right thing) the first time. And simply asked to see my transcations in my bank like she did, instead of just having me pay twice. I didnt catch the girls name but wanted to thank her properly through this review for doing a stand up job. I really appreciate it and glad she at least knew I was honest person and liked the smell of...

The chicken burrito is hit and miss - sometimes its fine, but often, large portions of the chicken is been burnt. Not slightly charcoaled on the edges for flavour, but outright black and inedible. And the pieces that AREN'T burnt are so overcooked that they're dry the whole way through.

I tried raising it with the staff last night. One of them told me, "I know what you mean, I buy the dinner here sometimes too, and the chicken's often really burned. Unfortunately I cant do anything about it, though, because I'm not one of the cooks." My suggestion that she could talk to the cooks was met with a blank stare.

The second person i spoke to was worse, though. I told her about the burnt chicken, and asked that she pass feedback onto the kitchen staff, and she said, "oh, sorry to hear that, but unfortunately that's just how our chicken is cooked." I couldn't quite believe what I'd just heard and thought maybe she was misinterpreting what I'd said. Maybe she thought I was seeing charcoal chicken and miscategorising that as burnt? So I said, "no, it's not charcoaled - its BURNT. Like. Black-the-whole-way-through burnt. Inedible burnt." And she said, "Yeah, thats how our chicken is meant to be cooked."

And - no. No it really isn't. A) you are supposed to be able to eat the chicken. Like. Thats a primary feature of take-away food; its supposed to be edible. Black-burned chicken is not edible.

And b) I've been to plenty of other GYG places, and their chicken has been tastefully browned (not burned!) and still quite moist and juicy. Even when the chicken at Moorabin ISN'T burnt (rare) its still so overcooked that its bone dry.

But raising it got me told: "I cant do anything about it because I'm not one of the cooks" and "that's how our chicken is meant to be cooked." I couldn't believe either response when I got them, and I still can't...

Im a long time customer. GYG got us through the lockdowns and has been a staple in our family since the place opened (we came to the open day too). Unfortunately like many comments below the food is now inconsistent and mostly the portions are wildly inconsistent. Never used to be a problem. It now depends who they have on shift and how busy they are. Tonight (07/05/2025) I ordered my usual salad. 5 yrs ago it was always full of ingredients in the large container. Now I need to ‘request politely’ that it be a full portion. The last few occasions it came in a small container (not the large one) now its back in the large container. I always order extra meat toppings and more often than not the meat toppings seem under done. The staff seem less trained and quite frankly uninterested in helping with anything outside the normal transaction. This verges on rude with some staff (attitude/ cutting conversation short). My experience tonight is a good example. I discussed my requirements with the tall lanky red head chick. She seemed defensive and bothered. She did help and give me what i asked for but it was delivered to the table with a passive aggressive “this is all weighed .. hope your happy now” and then walked off before i could reply…Seriously? Where are all the experience managers that used to work here that I could speak to? It seems as though since GYG went to a company private business on the stock exchange it went down real fast. The owners / managers of this store better listen to the feedback as the food has become inconsistent and the service really has become less caring and more transactional. Please do something about it as this place used to be a whole lot more friendly and high-quality.. It’s dropping off. The passive aggressive behaviour from the person serving me also needs to...