Guzman y Gomez - North Melbourne — Restaurant in Melbourne

I was so excited to have Guzmans as I haven’t in so long and had always had great experiences but I ordered a burrito with guac addrd and they didn’t add it so I took it back and told them. It tasted great otherwise but when you pay $2.20 for a bit of guac, you wanna make sure you get it, right?

I thought they’d just add it to the burrito but he said they’d make a new one. So I asked if I could still keep the other cos food waste is lame and he said no. He already had it in his hand and turning around to get the new one made so I let it be but was super disappointed to be wasting food. Then the second one I received had barely any taste as it was filled mainly with rice. Very little sauce, beans, chicken or guac. Super lame and disappointing! The only other time I’ve ordered food that wasn’t made right, they offered to make it new and let me keep the initial order given to me. I assume to apologise for making me wait and getting it wrong and because food waste is so lame!!! I’d go elsewhere and support places that can get the order right the first time and if not - have as much care in the second time making it if they got it wrong. Second burrito was so tasteless, I’ve had to save it til I get home so I can add some actual flavours to it and not let another...

My order was almost completely wrong and missing items. Further they took an order for an ice cream even though the machine was not working. They offered me churros as I collected my order. When I said I didn’t want churros I was told they were also unable to refund me for this item as there was no manager to process it.

Further my burrito was wrong and the loaded fries were minuscule.

An awful experience that was followed up by awful customer service when I returned to get a refund. I was treated suspiciously both online and in person. The in store staff took my details and said I would receive more information from head office as this is the only way to receive a refund. Online I was only offered “Gomex” points which required me to download an app. What an abysmal experience and an awful place. Never returning and will encourage everyone I know to avoid all Guzman and Gomez stores.

EDIT: as you can see Guzman and Gomez have replied to my review not offering any apologies or satisfactory customer service but by requesting me to “give them more information” and sending information to their support link again ? So so...

I ordered Cali Burrito and it was like mini burrito and there was barely nothing filled without guacamole. I went back to the store see if I picked up the wrong one. I was standing at the counter for 10 minutes while they are watching me and bothered to serve. I called one of the staff who was found to be the manager and whose name was Sarah. I said to her that I have ordered cali burrito and there isn't guacamole. The response she gave was "there is no guacamole left so we didn't put". Well at least this should have been explained it to me when I picked it up instead of me having to waste my break time coming back to the shop from hospital. She was smirking and shrugging as if she doesn't care. I asked her if it can be remade or refunded. she said "no because you ate it.". How am I supposed to know if there is guacamole unless I open and eat the food that is wrapped? And I said "I have paid full price for this and not including this what's on the description is not fair." She went "there is nothing I can do.". I came here often and her abysmal behaviour was...