Zambrero

A loyalty program that achieved the opposite of loyalty I was a regular Zambrero customer, but the way the company handled the transition from its physical loyalty cards to its new rewards app has ensured I will not return. When I visited the Riverside Centre store in Brisbane, I had a partially completed loyalty card. I was simply told by the… Read more

cashier that the card would no longer be honoured and that I could not continue collecting stamps. There was no attempt to explain the transition, help me move to the new program, or recognise the purchases I had already made. After speaking with the store manager, I was advised that the decision had come from head office.

I subsequently contacted Zambrero Customer Experience. What made the situation particularly frustrating was that I had to specifically push for some recognition of my existing loyalty before I was eventually told that the restaurant would provide a free burrito on my next visit.

Even then, no voucher, credit or app reward was provided. Instead, I was told to return to the restaurant and show the cashier my email chain so they could give me the meal.

I found that approach remarkably demeaning. After already having an uncomfortable interaction in store, Zambrero's solution was effectively to ask me to go back, present correspondence about my complaint to another staff member and explain why I was entitled to a free meal. I declined.

The contrast with another business I regularly visit was striking. When they recently moved from a physical loyalty card to an app, they explained the change, helped customers transition to the new system and continued to honour existing cards. It was simple, respectful and maintained goodwill.

Loyalty programs are supposed to reward repeat customers. If a business changes its program, it should manage that transition in a way that respects the loyalty customers have already demonstrated.

For me, Zambrero managed to turn something as minor as a loyalty card into a reason to stop being a customer. The issue was never really about one free burrito; it was about how a loyal customer was treated when the company changed the rules.

Ordered online for pick up at Melrose Park, South Australia store. Said it was complete and ready for pick up. Went to store and still needed to wait a further 18 mins for order to be ready. When ordered it states 20 mins to get order not 40minutes from when order placed. Show details

Today I ordered my normal toasted burrito chicken rice ,sour cream,onion,corn,tomatoes from Lakelands in Perth WA as all ways awesome customer service and all ways met with smiles and the safe are all ways friendly I used to only have GYG but since coming here I really enjoy the food and service here awesome food and customer service Show details

Mia Traralgon zambrero’s great – Just got a burrito bowl and I’m a celiac so they changed gloves and utensils straight away and was so nice about everything. Love Mexican food. And Mia from zambrero’s in Traralgon was so nice and made sure I got what I needed and didn’t get glutened from the meal. Very happy with the service and Mia’s excellent service and manner as she asked all… Read more

the right questions and answerd everything to make sure I got all important information and no problems with the food.

Fabulous service ,good fresh food – Stopped at southbound Zambreo's had a lovely burrito made by the very friendly Nehal. Friendly ,polite and was an expert on the makings of our meal . Keep up the excellent work Nehal! Show details

So sorry to say but I am very disappointed with Zambrero, who were once quite generous with their portions. Now, they are half the size. Serving utensils a lot smaller, too. You haven't reduced the price, it seems. It's not the staff's fault. They are only doing what they're TOLD to do. It's such a shame. Show details

Purchased a lunch at Zambrero Scarborough Beach Road yesterday. I'm appalled by the poor hygiene. The servers wore disposable plastic gloves, but did not change them. They used their glove hands to dish food into the customers containers, scoop food into the wraps, parcel up the food, touch all the machinery and counter surfaces, hand stuff to customers. And then the same glove went straight back into the food. Show details

Worst Mexican restaurant ever. Food, service, quality all just different levels of bad. Customer service is like rage bait. I cannot beleive a franchise business could be so so bad. Wanted to like it as I love Mexican food and its rich culture. This place brings shame to Mexican food and Mexican colours, flavours and vibe. Don't let this restaurant chain destroy your faith in Mexican food people. Show details

I ordered two burritos today. They arrived after 35 minutes, and also were completely wrong. I believe that Zambreros desperately needs new delivery workers and needs to pay attention to what the orders actually say. Show details

I tried to order a naked burrito (bowl) at Vic Park Zambreros with friends for dinner. The man working at the store did not allow me to order beef as a meat option but informed me there was only only chicken, lamb, and pork options. I went for lamb because it seemed like a relatively lower fat red meat option. The food tasted warm, but I could… Read more

not tell how long they kept it out for after cooking. I felt unusually a bit bloated later that night despite not much beans and lamb with the bowl. Another of my friends who had the same type of bowl that I ordered for her experienced diarrhea the following morning, and another friend who ordered a lamb tacos told me he could not stop smelling the foul smell of what he ate (he also mentioned the salad did not taste fresh) despite gargling with salt water that same morning. Without getting emotional (my friends are very upset and angry), I kindly request this store should up their food standards.

Okay. I've had zamberos quite a few times and let me say it was an Interesting experience. I can't tell if it's the products that are making the food is bad or that people just can't be asked to make it good. I had the quesadillas my first time at zamberos and they were burnt when they came out. I'm saying the whole bottoms side was black and it… Read more

wasn't that enjoyable. I tried it again a few months ago with nachos and the onion and vegetables had an weird old taste, and the chicken was an odd, smooshy texture.... Wasn't great. Just had their burrito and it bursted with no flavour. Tomatoes onion, and smooshy chicken isn't the vibe, like at all. Tortilla was nice, but rice was incredibly dry. Overall, every experience at zamberos was not good, I hope they improve on their flavour and presence of their ingredients, because I can see this becoming better then gyg.

The food was great, just because i dont look Caucasian i was told by the staff at this location at mater that they cannot make it a meal, as they dont have any fries(chips) while literally serving them.to other people right in front of my own eyes Show details

Ordered 2 vegetarian das capos through Ubereats. It cost me $18 for a soft and hard taco with barely any fillings. There was about a teaspoon of beans with sour cream and barbecue sauce in each. There was no lettuce or salsa. I did not request any removal of fillings. It was like someone started making my order and left it unfinished. This was ordered through Greenacres South Australia. This is a complete ripoff! No I do not recommend. Show details

As a first time customer I ordered the grilled chicken burrito however I had trouble finding the chicken. As much as the other ingredients in the burrito were fresh and tasty I was very disappointed at the minuscule portion of chicken. I ordered a second burrito and found the ammount of chicken was the same. Very disappointed customer. Show details

I would give zero stars if I could. The franchisee of the Lawnton store in the northern suburbs of Brisbane, QLD; [Name Removed], is the epitome of a scumbag! Some of the laundry list of why includes: - abuse of staff via WhatsApp, phone and in person - promotes a culture of 'every man for himself' amongst employees - spreads lies amongst staff… Read more

that creates a 'dobbing' culture - takes advantage of minors with unpaid wages and entitlements e.g. paying staff only for scheduled shift hours, not actual hours worked, not paying correct penalty rates, not paying for 'trials', etc - staff often made to come in early or stay back and don't get paid for the additional hours - work hours were recorded in a hand written notebook, not the official Zambrero's time clock system - unsupervised minors running the store late at night, including a lone 14 year old girl being left to close the store late at night - minors serving alcohol with no other staff over the age of 18 present (has subsequently surrendered his liquor license after being investigated by Gaming and Liquor QLD) - unsafe working conditions (apparently now sorted after being investigated by WorkSafe QLD)

All of this was reported to Zambrero's head office, where their 'People and Culture' manager made a big show about dealing with it promised it would be dealt, all unpaid wages, etc would be resolved and that the affect ed staff would not suffer any consequences as they were the victims.

It just turned into a huge cover-up with everything being swept under the rug and all the affected kids getting no further work and none of them being made whole for their unpaid wages and entitlements.

A disgusting franchisee and a disgusting corporation! Don't give them your business.

Soggy cold food from North Perth store. Could have been straight out of the fridge. Won’t be ordering this trash again. Even the foil wrapped burrito was stone cold. Toasted food so soggy, it just fell to bits trying to pick it up, I had considered trying to reheat but just fell to bits so that wasn’t an option. We traded good money for food that was absolute trash Show details

I have been a regular customer at Zambrero Sunbury with my family almost every weekend, but after our last visit I will not be returning. When my husband briefly used the store toilet before we ordered, a staff member (claiming to be the manager) loudly said: “Some people think this place is a public toilet.” I walked in with my kids and heard… Read more

this offensive comment. Instead of apologising when I questioned her behaviour, she repeated the insult and continued to demean us, not realising I was his wife.

When we asked her to stop, she became even ruder and eventually threw us out of the shop.

This was humiliating and completely unprofessional. No customer should ever be treated this way.

Terrible service at Robina store and staff are very rude and unhelpful and when you ask for your mail to be how you normally like it and someone does it a little bit different they get cranky and angry and say that you’re abusive and rude to them and all you’re asking for was just to have it the way you normally have it don’t go there not a good store and not good staff

first time trying got the chicken kebab with lots of rice and their other stuff will i go back for 17dollars for a bland kebab nope its a wrap u buy from coles or woolies

awful – Me and my partner came into the mandurah store and it was awful. was supposed to open at 10am but doors didn’t open until 10.40am.The workers were just standing in the back talking and not doing things they were supposed to. absolutely disgraceful

Overpriced with the quantity of food – My son ordered the kids combo with just rice & chicken (as that's all he eats). With the amount of rice & chicken they gave us he ate it in two mouthfuls. To add extra was additional $4. Show details