Guzman y Gomez - Swanston St — Restaurant in Melbourne

❌❌❌Such a SHAME this business exist while not even now how to handle orders or complaints about wrong order ! At Mac if order was taken wrong from a staff it will be all replaced in a second !!!! You guy don’t know even how to handle food !!!

Incident reporting - happened 21 of January 2025 at Guzman melbourne swanston street at about 2:30 am.

We came in to order a burrito snd nacos , the customer service apparently collected the order wrong. We waited to receive the order but we got only the sandwich wihtout the chips. When we went back to ask where are the chips or nacos? one of the staff said inside the sandwich so we told them that this is not what we ordered. Another staff came and she decided to search all the receipt to find our receipt and order. When she found the receipt, she said it was ordered inside the sandwich. anyway she goes on to make the chips come back 10 minutes later to say you have to pay now the difference in price. The only problem here is the phone went out of charge while all this was happening and we been dreadfully waiting for our order, so we told the staff responding to us that we cant pay the difference in dollar which was $4 aud to get the chips cause the phone went out. She was quite rude holding all our order including the sandwich which we already paid for !!!!!!!! saying i cant give you the order unless you pay extra $4 aud this conversation went already for another 10 minutes . How awful is that! She has not even thought for a second that sandwich which we paid for $23 aud is already COLD. !!!!!!! So we told her we dont want the whole order we just want our money back! ….. but she said i cant give you the money back cause i need the card and the phone was off and we kept going like that in the middle of the night !!!! till i decided to order the POLICE to get our money back!!!! thats when she finally decided to give us...

We visited on Sunday the 2nd of April 2019 hoping it would be somewhat comparable to the US chain Taco Bell.

At the door is a high pitched noise that is incredibly irritating and prevents you from looking at the menu without getting a migraine. The interior of the restaurant is incredibly dirty, the tables were all unclean with previous spills reamining uncleaned and birds flying around scavenging food off peoples plates (Who are just getting up to get sauces or utensils) The food that arrived was more oil than meat (I promise that isnt an exaggeration. The soft tacos were so bad they immediately felt apart and the hard tacos were running like a river. The items were brought out to the table one at a time, with the waitress asking if there was anything else we ordered each time (They didnt seem to keep track of what each table ordered) When confronted with the poor quality of the food and the oil to meat ratio, the lady behind the encounter was a tad bit short with us, insisting that it is normal because it is minced beef. She wasnt overly rude (As some other reviews have said) however she certainly wasnt polite nor approachable.

They reluctantly remade the food, the end result was almost as bad as the initial food, just covered in more salads to hide it better and with more meat.

In all honesty, If I could give a zero I would. Unfortunately this restaurant failed on all fronts and did not make any attempt to remedy the situation without an awkward resistance from us to accept the poor food. Not a chance in the world I could ever...

I have been here many times and have always liked it. So when I head to Melbourne I like to hit this joint up and get a burrito. It's been one of my favorite things on every Melbourne Trip.

But last night, Saturday 13th of March I visited the Swanson St store (the one I always go to) and not only did they get the orders completely wrong for 3 of us, the waitress was unnecessarily rude to us, telling us we should have made sure that they got our order right instead of just assuming (seriously...) and we didn't even order anything complicated. They also brought us someone else's chips and the waitress got mad at us when the child in our group started eating them (we had also ordered chips, we thought they were ours)

Last but certainly not least and no pun intended here, but the salt in the wound was when we asked them to remake the meal of the 9 year old child who was with us because it wasn't even close to what he ordered (he got like a burrito bowl when he ordered nachos) they sabotaged it by adding a bunch of spicey stuff in it. But not on top. In the middle of it where it wouldn't be noticed till he started eating it.

Absolutely disgusting behavior. A mistake is forgivable but this was rude and potentially dangerous. Too bad if the child was allergic to the stuff you added to his meal.

You can better believe I will be following this up with everyone who...