Guac Shop Mexican Grill — Restaurant in Town of Hempstead

It's quite sad when a good place goes sour. This review is being updated with great disappointment at the downturn of poor service.

TDLR: Don't bother ordering ahead, it won't be ready. Expect a 1+ hour wait in a cramped room with loud music. (It's not like a global pandemic is still ongoing. SMH).

Few things first, the food at Guac shop is still good. Definitely would come back here again for the food, but after the last few experiences actually going here... I would say pass.

If one has the option for pick-up and allows you to schedule a time, you would expect that your order would be ready at the same time. Come to my surprise that upon arrival of an order I had placed a few hours earlier, I was told that it was not even remotely ready and I needed to wait 45 minutes. Mind you, this is after I had to wiggle my way to the front as if I was at concert trying to make my way to the front row. In fact, the waiting area experience almost reminded me of the days when you had to make your way to the bar and flag down a bartender by waving your credit card or trying your best to look cute. Fun... but this was not the place for that.

One would think there would be an efficient way to cancel an order. I was told to send a text to the Guac Shop number and the words "CANCEL" with a screenshot of the receipt. Hoping that I actually get refunded and not scammed.

While I can understand a business can get busy and that patience is important. There also comes a time when a business should stop accepting orders and realize they are at capacity. I'm not sure if this was greed speaking at Guac Shop or if desperation to make money during this time. Overall, not a good look. I realize this was Cinco De Mayo and they were busy, but I'll tell you I had a complete 180 in terms of service down the street.

Alternative Recc: Down the street, 4 minutes driving. Homestead Taqueria was also completely packed with orders. Though upon entering, everyone was socially distanced and the environment was calm. I was instantly greeted and taken care of by the workers. When I tried to place an order on this busy day I was politely told they couldn't take any more orders. This is what a responsible business looks like. Support local and get your tacos from a business that respects their...

Edited - they did call us back and the customer service was great. They refunded what was missing and we received a coupon for future use. I will absolutely try the chain again when it's a less busy day. Star added for customer service!

Disappointed. We ordered lunch at my office - 6 people. Placed the order online and it said you can log in and create an account to pick up your order immediately or you can wait 20 minutes. We waited - it was early enough. Once lady goes to pick it up and it wasn't ready because according to them it was never received. Ok. It wasn't paid for so she went to give them the print out she took in case. They asked her to read it to them. Ok she does. Finally comes back to 5 other starving people and not ONE order was correct. My order was build your own tacos - soft tacos, fajita veggies, 1 scoop Steak, Tomatilo Salsa - medium, Tomato, romaine, Tortilla Strips, sour Cream, chipotle Mayo, Bag of Chips, Queso (on the side). There was no sour cream, no chipotle mayo, no salsa, and no queso on the side. I actually had to walk to 7-Eleven just to get salsa so I could eat my lunch because I was starving. One order ended up completely in the garbage because all that was on it was rice and veggies (missing the steak and a few other things). We will try and call the store but no one has time to go back so most of us ate it anyway. The steak that was on my taco had a nice flavor (that's why 2 stars instead of just 1 honestly) but had I not purchased the salsa the taco would have been too dry to eat. A little strange that the "tortilla strips" were actually chunks of broken tortilla chips but I could have lived with that. I'm very disappointed as I heard great things about this place. It is Cinco de Mayo and we were willing to accept that since it was crazy there some things might be wrong but not the entire order. That's just...

You would think with how expensive they are they would have good customer services and show appreciation for the people that spend their money here.

But that is 100% not the case here as they don't even give you the decency of answering the 3 texts, an email and a voicemail that was left 2 DAYS AGO. how can you run a business that 1 you can't even get in contact with someone via phone and 2 completely ignore the people trying get in touch with an employee or manager. Check through the reviews left for this place because this happens daily. SO BEWARE YOU HAVE BEEN WARNED

I and a bunch of my coworkers order from here all the time but that is soon going to change. I ordered something through their website that was completely wrong and was trying to get in contact with someone to fix it. Unfortunately I couldn't eat the wrong order and to add fuel to the fire I couldn't get it fixed. So I just feel robbed at this point because I spent $15 to not eat my order. I don't understand how this place is still in business with how they treat their loyal customers, it is absolutely appalling.

At this point everyone that has been wronged should put a complaint to the better business Bureau and come together to get a class action lawsuit against this place because I have never in my life been treated this way and again many others have been...