Zambrero Mandurah — Restaurant in Western Australia

I am writing to express my dissatisfaction with Zambrero Mandurah Forum store and the Assistant Manager and staff member who served me on Thursday the 25th of March at 5:52 pm. I am still in shock and upset by the way the Assistant Manager Bella Pegg, treated me so rudely that evening. I came in with my daughter and baby to purchase 2 street tacos at $2.90 each. When I walked in, I had seen a big A frame at the entry advertising this special. I placed my order with the young lady (Bella) at the counter and pointed at the special board behind her. She asked me if I wanted soft or hard shell. I asked for soft and continued with the order, adding beef, lettuce, tomatoes and corn and extra Guacamole as I did once before I had visited this store the week before. My daughter went to pay and gave me the change from $20 dollars, I received $8.10 and thought this did not sound right. I waited a few minutes to be served when I questioned the other girl, Bella immediately stepped in to say “No! You ordered normal tacos and that’s why I asked you if you wanted soft or hard? I was confused and said ok. (How was I supposed to know this as a customer perspective?) so next time I come in do I need to be specific with my order I said to Bella and she replied quite stern with a YES! To my disbelief, I was shocked and said right ok and walked away with my baby and daughter who was starving after her swimming lesson. I was not at all happy with this service to start off with as a customer how am I supposed to know you have different Tacos. You have a massive sign advertising cheap street tacos, so I would think as a customer you walk into a restaurant and place your order, then it is the attendee who should ask the customer would you like the original tacos or the special street tacos. But that was not the case. I was so upset I had phoned my friend to express my frustration and thought what the difference is and went back in to order the street taco.

When I returned a few minutes later I was served by another lady and then approached by Bella and I asked her I am so upset I would like to know the difference and would like to order a street taco. I then asked her I would like your Store Managers name which she said it out loudly and I asked her I would like it written on paper with her name and followed by her job title. That is when Bella stated she was an Assistant Manager. I could not believe someone in that position could be so rude and not understanding. Every time I spoke, she was quick to answer abruptly and sounded very textbook, I am a previous owner of my own successful café restaurant, and never would I speak back to a customer whether they are right or wrong. Bella did not offer me an apology, instead she was asking me to leave the store as I was unpleasant, which I was still placing an order with the other attendant and I asked the girl putting my order through if I was coming across rudely and she remained silent. In no means was I out of line or loud. I was simply upset and trying to explain how I felt to your Assistant Manager, but she simply could not comprehend my point. Instead, she said to me she was “No Mind Reader” and that If I was so unhappy, I should have asked her to change my order or something. Should not that be the reverse, should she have said on my return, “I’m sorry, let me replace that, sorry for the confusion!” I said to Bella is not that your job to do. With my second order I placed, I received a street taco, and the extra avocado was not put on, but I was charged the extra $1. I did not not return and will not. I am still so upset to have come in and wanted to have a nice experience with my kids but got the worst service. I am extremely disappointed to have received this poor customer service to...

Writing this to give a special shout out to the 2 staff who were serving last night (Tuesday of Halloween). I've been to this Zambreros a few times since it opened and have always been pretty pleased with the service and quality. Every time I've gone there's never been more than 2-3 other customers at a time. Apparently, something about it being Halloween made everyone in Mandurah decide they need Mexican food asap, as when I walked in around 7:45 (off peak time AND day) there was 6 people in line in front of me. Not only that but the online orders were flying through also. As mentioned, there was only 2 staff on, and hats off to these ladies they were absolutely smashing it. Flying through the orders as quickly as they could, keeping a friendly attitude, communicating well and making the orders to standard. The younger girl on was juggling both online and walk in orders, and the other lady who served me managed to sell me on your new chicken and new beans without wasting a second. Couldn't have asked for a better effort, and despite most of us having bigger orders (lady in front of me went full fiesta) was out of there only 25 minutes later with 2 warm lil Zambuddys (burritos) for our dinner. I felt like I should be tipping them for their All-Star performance and coming in clutch when the pressure was on, but just when I thought they'd done it all, the lady serving me comped me a free drink to say sorry for the wait. Like what! Props to these ladies, feel bad for not getting both their names but I'm sure you can find out who they are....

Very bad experience I had faced in this shop. Their customer service was very unprofessional. I ordered a small bowl, and she added all the toppings in a minimum quantity. Then I said, Can you please add extra on that?" She’s saying you have to pay for that, and I’m happy with that. When I said I’m not satisfied with your service, she said, What happened? Then I explained everything, but she said, You’re arguing with me. To be honest, I feel very disappointed because I’m paying for my food, and what I get at the end is “U R Arguing With Me.” Also, they served me on an open lead box i paid $ 13 something for that. This one is not my first experience here. Before, the one new joinee served me, and he was doing his fantastic job at that time. And he was confused while billing, so he asked for help from his colleague, and his colleague said, Are you adding anything extra? He said, Yes (but as I said, he is a new joinee). He said, No, no, nothing extra." His colleague saw whether he was adding extra to the meal or not. Also, she served as an open box. At that time, it was also very disappointing. I never recommend these store anyone. Waste of time. I visit many of the stores in Beechboro, Midland, Morley, and Malaga because I love them and have never had this type of experience...