Mad Mex DFO South Wharf — Restaurant in Melbourne

I went to order a gluten free item as advertised on their board only for the person serving me to say nothing is gluten free everything contains wheat I said so what’s gluten free then and he said nothing it says no where so I turned around and said well I’m sorry but it’s just there on your board it says Gluten free and Vegan available so what is that for then he said I don’t know but nothings gluten free.

So I suggest as a business to remove that as an option from your menu if you cannot cater to people who are celiac especially if your staff are going to laugh at us who are celiac and say it’s Mexican of course it has wheat in it. We lined up for 20 minutes waiting to order to get to the person serving and be laughed at and told no they don’t sell what they advertise.

Absolutely horrible to have a condition which makes me only able to eat certain foods and to be lined up where it is displayed that there are gluten free options only to find out and wasted 20 minutes in line for the staff to laugh at me and tell me no that mad mex doesn’t have gluten...

I ordered food today through the Mad Mex app during my 30-minute work break, hoping it would be quick and convenient. Unfortunately, the experience wasn’t great. After waiting 10 minutes, I was told my order wasn’t ready yet and they would start making it then. I went back to my seat and returned after another 5 minutes, but my order still wasn’t prepared. The same staff member went inside to get something and only started making my order. He mentioned that one of the team members was in training, which is completely fine — everyone needs to learn — but during busy times, there should be more staff to manage online and in-store orders efficiently. When I finally received my food, the quality was disappointing — it was soggy, and the capsicum pieces were large and not crispy. I really like Mad Mex, but I hope the team can improve the order management and food quality, especially...

I had a very disappointing experience due to the poor customer service provided by Supreeja. From the moment we arrived, her attitude was unprofessional. She was making strange facial expressions and speaking loudly to her colleague, telling them to “ask us to leave” because it was closing time. This was extremely rude and made us feel unwelcome.

Instead of handling the situation politely, she kept asking odd and repetitive questions that made no sense and didn’t reflect basic customer service standards. It felt like she was more interested in rushing us out than treating us with respect.

Customer service should be about creating a pleasant and respectful environment — unfortunately, that was not the case here. Very disappointing and unprofessional. I hope management takes this seriously and addresses...