Guzman y Gomez - Tarneit — Restaurant in Melbourne

Poor Service & Concerning Hygiene at Guzman y Gomez (Pickup)

I recently picked up a order from Guzman y Gomez and had a very disappointing experience. When I arrived, the order wasn’t ready. I waited at the pickup window where a staff member saw me but told me to wait while he served the drive-thru. I ended up waiting over 10 minutes in the cold. During this time, another staff member — apparently on break — was laughing and chatting with someone preparing food. Neither acknowledged me or the other delivery drivers standing outside. This isn’t the first time. Too often, I’m left standing outside far longer than the app’s listed pickup time, and I get completely ignored. It’s frustrating and disrespectful to delivery drivers who are just trying to do their job. Eventually, someone who seemed to be the manager handed me the order. When I asked why I couldn’t get it earlier, he said, “I can’t multitask” and that he only focuses on one thing at a time. That’s not a valid excuse — customer service should be based on who’s next, not who’s easiest. Walk-up delivery drivers deserve to be treated equally. The hygiene in the store was also really concerning. There were chips scattered on the floor, a blue cleaning cloth lying on the ground, and food items placed near cleaning supplies. It honestly didn’t look like cleanliness was a priority at all. I feel bad for the local community — especially children — who may be consuming food from here under these conditions. This location should be monitored by Food Safety Australia. This doesn’t seem like a one-off issue either. I’ve noticed similar problems on multiple occasions, especially in the evenings. A lot of drivers stay silent, but I’m speaking up because we — the drivers — are keeping your business running. Please, understand that everyone’s time is valuable. We’re all human. But that’s exactly why we need to do better — for each other, for customers, and for a safer, more respectful work environment.

Guzman y Gomez needs to seriously improve both their service and cleanliness. Delivery drivers and customers alike deserve better.

Let’s work together for a better...

Totally disappointed from the gyg staff and then she is claiming her self as a manager(anju) , Me and my friend went to drive thru and we are asking them can we please make a order. And the girl on drive thru claiming her self as a manager of that store and name is Anju. She denied to take a order at 4.40 AM. When i asked reason she is like we can’t serve you and we are doing cleaning and other work and out system is not working, When i placed order via app it went through, then she is like yeah come to drive thru. Because of her laziness we wanted to eat food after finishing our work, we came straight to gyg before they do system update and they clearly denied to serve at first time and then they are giving us the food with no customer service. Manager supposed to tell crew member if they don’t wanna serve the customer why can’y they just put closed sign so no one will come with the hope to get food. After this all she clearly doesn’t know how to do customer service, most of the team members without cap and name batch. they supposes to serve the customer if they are literally open, if they are close and saying we are close that’s understandable but ur store is running first you are saying no and then u r saying yes what type of behavior is this.???? She wasted almost half hour my and my mate. Those girls are not even polite to customer. We are going to gyg because we love food and the people are nice everywhere but in this store those who are working in night and especially today they are lazy and not friendly at all. They have very rude behavior especially today early morning 4.50 AM. It’s about the company reputation and rules clearly they are not following and running the store the way they are behaving. TBH this type of behavior from that crew girl(anju) and another girl with glasses this is not acceptable at work place specially place like GYG. Please ask them work with GYG standards and rules, not with their own. I hope i will have good experience next time if i am going...

This review is for my experience on Saturday 6 Jan 2024 at 10.30am. We walked in to order a breakfast burrito. I asked the young girl taking orders at the counter if they were still serving breakfast, she said yes and punched the order in. Then came another young girl staff leader who randomly walked past us near the seating area and told her no serving breakfast even though it was 10.30 on the dot. We asked her to make an exception but she denied based on the staff leader’s instruction! Quite disappointing behaviour from the staff leader and counter girl.

However this review is not for the two girls who were meant to show (any) customer service.

It’s for the two lovely individuals from behind the counter, a lovely gentleman and an Indian lady with long plaited hair. I couldn’t catch their names. They walked up to the counter and told her to punch the order in as they were willing to make an exception for us and hadn’t closed the breakfast bar 😊 These 2 individuals albeit being in the food prep area, knew how to deal with the situation and went above and beyond for exceptional customer service. This special shout out is to those 2 lovely human beings. Love and blessings to them ❤️ Little did they know, they were helping a pregnant lady with her cravings! And to add to it, the breakfast burrito was prepared really well and amazing!

To the manager reading this - I hope you appropriately commend and reward the 2 lovely individuals at the food prep counter as they deserve the recognition. Date and time stamp provided so you can identify their names. Possibly also train the young staff, who don’t have a sliver of customer service in them but are meant to be...