Guzman y Gomez - Mornington — Restaurant in Melbourne

I have now been waiting 2 weeks for a refund and am still waiting for a proper reply after responding to head office requests for further information.

One evening, I ordered a VEGAN burrito via the app to pick up and waited nearly 25 minutes for my order (even though it wasn't very busy). My number was finally called and I took my burrito home.

Imagine my surprise when I opened my order to find a BEEF burrito (fortunately labelled) so I drove back to the store to return it.

There was a brief apology and a promise to immediately make a vegan burrito as ordered. It took about 15 minutes but I was handed a bag with my replacement burrito, promising it was my correct order.

I drove back home, sat down and pulled out the burrito - unlabelled but as my order had been checked, what could go wrong?

Imagine my horror when I bit into the burrito to discover it was not a vegan burrito but a CHICKEN BURRITO instead.

Feeling very sick (I haven't eaten meat in more than 12 years), I jumped into my car and drove back to the store - handing back the chicken burrito and asking for a refund but apparently they are not allowed to do refunds instore and has to be actioned through the app.

A truly terrible experience and such disregard shown towards their customers.

UPDATE - 20.01.25

Head office (aka "the culinary team" 😆) has refused to refund me claiming the chicken is not chicken, yet they can't actually tell me what the mystery ingredient actually is. Even though the girl who assisted me (who looked at, pulled apart, and smelt the burrito) agreed that the contents was chicken. Fortunately, PayPal has arranged a refund in the meantime.

From the looks of the experience of other customers at this store, the chances of actually receiving what you ordered are not good. Go to Zambrero instead. At least you can see what they...

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I can’t get enough of GYG! The food is always fresh, super tasty, and packed with authentic Mexican taste (I’ve been to Mexico). The Cali burrito is consistently delicious and tastes like the burrito I had in Cabo years ago - so good! The guacamole doesn’t have too much onion in it, and their sauces have just the right amount of kick without making me feel sick the next day.

My daughter loves the mini burrito meal we get her the carrot disks which we loves and is a good replacement for hot chips.

The service is quick, even during busy times, and the staff are friendly and attentive. I also love that they cater to dietary preferences with gluten-free and vegan options which is hard to find these days.

GYG has mastered the balance of quality, affordability, and speed. Highly recommend if you’re craving Mexican food done well.

If you’re after a quick bite on the road and over burgers and fries the drive thru is perfect and the dining room is great for a casual affordable meal.

Overall, thanks GYG for opening Mornington! I can now go to this store when I...

Every visit to the Guzman y Gomez Mornington location has been a letdown, but today was the final straw, here is why.

Ice-Cold Chips without fail, the chips are always cold and soggy. It's like they've been sitting out for hours, completely ruining what should be a fresh and crispy side.

Wrong Ingredients in burrito I ordered a burrito with specific ingredients, but what I received was completely wrong. It felt like no care or attention was given to my order.

No bag for my food, instead of providing a bag, my food was just handed to me as-is. This shows a complete lack of thought for the customer's experience.

It's clear this location has serious quality control and customer service issues. I love Guzman y Gomez as a brand, but Mornington is not living up to the standard. If you value your meal being fresh, correct, and served with basic courtesy, avoid this place. Extremely...