Guzman y Gomez - Werribee — Restaurant in Melbourne

My recent visit to Guzman y Gomez was nothing short of a nightmare. From the moment I walked in, I was greeted with an atmosphere that screamed disorganization and chaos. The staff seemed to be completely clueless about how to handle even the simplest tasks, and it was evident that the service was going to be a disaster.

First and foremost, the line at the counter was absurdly long. There were only two cashiers, and both of them appeared to be in a daze, lacking any sense of urgency or customer service skills. It took an excruciatingly long time to place my order, and once I finally managed to do so, I was met with blank stares from the employees, as if they had never heard of basic menu items.

While I waited for my order, the lack of cleanliness in the restaurant was utterly repulsive. Tables were left dirty and scattered with food debris, and the floor seemed like it hadn't been swept in weeks. I felt uncomfortable sitting in such an unkempt environment.

When my food finally arrived, it was a complete disaster. The burrito I ordered was sloppily wrapped, and half of its contents spilled out onto the tray. The fillings were haphazardly placed, and it was evident that there was zero attention to detail. The taste was bland, and it was obvious that the ingredients were of subpar quality.

To make matters worse, the staff seemed indifferent to the chaos unfolding around them. They were unapologetically slow, rude, and displayed zero interest in making the customers' experience enjoyable. There was no attempt to rectify any mistakes or accommodate dissatisfied patrons.

The worst part of the entire ordeal was attempting to get a refund for the horrendous meal. When I approached the cashier to voice my concerns, they shrugged it off with a dismissive attitude, showing no empathy for the appalling service or the quality of the food.

In conclusion, my experience at Guzman y Gomez was a complete disaster. The disorganized staff, unclean environment, and atrocious quality of the food left a sour taste in my mouth – both figuratively and literally. I wouldn't wish this dining experience on my worst enemy, and I certainly won't be returning to this establishment anytime soon. Save yourself the trouble and avoid Guzman y Gomez...

I work in the mall and always order my food through app. Extremely rude staff. They have zero sense of customer service. Never acknowledged the customers who ordered through app. I ordered my food and left to pick up after 10mins ordering it. Well my order was not even acknowledged and no one prepared anything. Staff was standing there talking to each other and laughing around. Like they were intentionally teasing customers and making them wait for their food. After 15mins for me waiting there a lady came in asked if i ordered that as i was already fuming with anger i just nodded to not say anything. Took extra 10mins to prepare and still laughing and making fun. Which as a person waiting for food from last 20mins i clearly felt they were laughing at me IT WAS NOT BUSY AT ALL and i couldn’t find the reason why my order took that long. Please teach your staff esp. at Werribee store to act bit professional if they don’t want to work there just leave but don’t make it hard for people like me who Love GYG to come back and eat there. I felt embarrassed and promised myself i am never going back to that store and deleted the app straight away. I wish they will get treated the same way in other places they treat customers there to learn a lesson that how embarrassing this is.

Give them good customer...

The young gentleman serving us at the front was lovely and polite. However, the rest of the service was quite disappointing. After ordering 2 CHURRO sundaes and a large fries, we waited 40 minutes before receiving a regular sundae. After receiving the sundaes we did also remind about the fries we still did not receive. As mentioned, the young gentleman who took my order was at the front when I went to address the problem. Very respectfully he requested for the team to get the fries, while he compensated with two churros. However, no one went to grab the fries and so the young gentleman went to get it himself. This would only have taken a minute to comply with. However, it was INCREDIBLY disappointing, to watch a team member tap him on the shoulder and re-direct him to the counter to take more orders. He tried to explain my situation but was still denied and was made to take the orders. The gentleman at rhe counter tried to do everything right to resolve my problem. I do understand and respect that it was busy, but waiting so long for a simple fries and churro sundae is sad. And to watch as the problem solver is told not to do the job and to be redirected, causing us to wait even longer for our simple order, is...