Zambrero Joondalup — Restaurant in Western Australia

I ordered two bowls through the Joondalup drive-through (with different sauces), but both came out with the same sauce. When I raised it, the young staff member first offered to just add the correct sauce on top, which wasn’t what I wanted. I had to push to get the bowl remade properly, which felt like begging for a basic fix.

I also mentioned that the other bowl had an odd smell/taste compared to the exact same order I’d had the week before. Instead of listening, the staff member dipped a corn chip in the sauce and told me it “couldn’t have been the sauce.” When I asked for it remade without sauce, the reaction was like I was asking the impossible. He eventually went to the manager, who told me no one else had complained that morning, as if that meant I couldn’t have a genuine issue.

Between the dismissive attitude, lack of empathy, and the resistance to simply remake my bowls, the whole experience left me frustrated and disrespected. After dragging it out, they finally replaced my bowl, but by then the damage was done.

It would have been so easy to remake the bowls without the fuss and let me leave happy. Instead, I left annoyed, and still a week later, I’m astounded at the poor customer service. I won’t be returning to Zambrero Joondalup and will be sharing this experience...

Edited 2023 - visited the store this morning unaware they only serve the breakfast menu until 10am (I'm sure I've got something from the regular menu earlier than 10am before). When I went to place my order a simple "I'm sorry, we don't start the regular menu until 10am, would you like to try something from the breakfast menu?" would have sufficed and I would have considered something from the breakfast menu. Instead I got the whole "oh, we've only just walked in the door, nothing is prepared its going to take 15 minutes for the meat and 1 hour for the rice deep sigh" the guy really seemed like he really didn't want to be there and I was such an inconvenience because I asked for a burrito at 8am 🤷‍♀️ I also find it strange staff are only getting into the store 2 minutes before they open. I would have though there would be a bit of prep work prior to opening... even if its just the breaky menu.

This place has gone down hill significantly since my last review in 2018/2019. Along with many of the other franchises NOR. Its really disappointing to see.

2018/2019: Honestly - my favourite Mexican place north of the city! Always great service and great food. Definitely worth the drive, but I wish there was a Zambrero's a bit further north - Maybe alkimos...

I order the same every time 2 x vegetarian burritos and a kids box. I normally go to Mindarie (perfect service) but today I was in Joondalup. When I go through the drive through they always add the cheese and sour cream when I state no dairy. So today I went inside to order so they can get it right. The young guy started to serve me and when he went away to prepare the kids box another guy started to serve the girl after me. I was fine to wait but he wanted me to go so started to charge me. I said my order wasn't finished. He came across like a robot (non human) he charged me the incorrect price and I when I questioned it, he was charging for the girls ordered after me. Then he was charging me extra dollars on the burritos. I had to ask for the drink and stickers for the kids box as he wasn’t going to give them to me. Normally you get 2 dishes with the chips and the quesadillas but her put them all together so we got far less. Watch them overcharging even if it a few dollars and notice that they are giving less food. I was going to dine in but ate in the car as I had to get out of the place and away from the lifeless guy. I will not be going back there as it shouldn’t be so difficult and frustrating to order lunch...