Guzman y Gomez - Our Tampines Hub

Now, each time I order the same mini salad, I have to separate the meat onto the cover to check if the correct portion (by weight, they said) is added. This is because I once noticed the meat was so little that I didn’t take a photo to prove it, so from my next visit onwards I decided to check first before eating. Today, I reported it to a service staff member, showing them the amount of meat. He took it back to the kitchen and returned with a box containing double the portion as before. I now have two photos to show the before-and-after of the complaint. Other than the above, the food is good – delicious and fresh. It’s for this reason that my family eats here regularly, about three days a week. The serving staff were polite and friendly, too. (Note: I was offered a free drink or small fries if I wrote a review; but when I told them it wouldn’t be a 5-star review, he said I couldn’t have the free stuff unless I gave them a 5-star review 😬)

I have patronized this outlet several times, but today was a disappointing, lackluster experience. 1. I stood at the ordering counter for over 30 seconds. Several staff were busy working around the counter, but didn’t pay attention to me. I waited until a staff member instructed a seemingly new trainee to take my order. 2. I ordered three burrito bowls and wanted to add beef. I needed clarification between the ground beef and steak. I used to get shredded chunks of beef and realized that it had been replaced with minced beef. I ended up ordering one ground beef and two steak. When served, I was disappointed that the ground beef version was not as delectable as the shredded beef version that my family liked. I believe the cost of goods must have been a critical factor for the change to minced beef. 3. What made it worse were the two servings of limp and soft fries. This was the first time I was served such unappealing fries at [Outlet Abbreviation, if known, or omit]. I think they served the pre-fried fries instead of deep-frying them a second time for crunch. It was substandard and a big disappointment. I hope it was only like this for today. However, since they don’t serve the shredded beef anymore, nothing entices me to patronize again. 4. The self-service cutlery had the wooden forks and spoons mixed together. Disorganized. I had to pick through several times to check if it was a fork or a spoon. 5. For dining in, we had no choice but to use disposable containers for our condiments, including onions and cilantro. Such a waste of disposables. 6. I hope the Australian franchisor is aware of the situation and rectifies these issues.