Guzman y Gomez - Glandore — Restaurant in Adelaide

Worst ever experience!

This is my first ever review on google cause they’ve made me do it. I ordered Sautéed Vegetables with Guacamole enchilada but I got Grilled chicken. I’ve been vegetarian my whole life, never eaten meat and to see your food filled with it makes it unacceptable. The basic etiquette of running a fast food chain is to make sure that you serve the right food to right person. I don’t know whose fault this is but GYG is liable.

I don’t want to be that guy who disrupts social environment by making these comments but this is totally messed up.

I didn’t even want to confront the employees at the store that’s why I called them twice but nobody answered. So, I had to go back to the store with the food and confront them.

I know this is quite a simple mistake and from a fast food chain perspective the magnitude of this issue is almost nothing or negligible but from my point of view who’s taken care of this issue since my birth is massive.

Employees may not be the problem, it may lie beyond their powers. For example, not employing enough staff over the weekend when it’s busy or untrained professionals in the kitchen. GYG - look into this.

Lastly refund, I asked for it at the store cause I didn’t want a replacement meal cause I can’t trust you guys anymore. The guy at the store understood the problem but couldn’t refund my money cause I ordered through the GYG app. Again, this is so weird. I mean I ordered through the app but the receipt is generated by your store. The money goes in GYG account doesn’t matter how you order. This process should be quick and easy cause why not! It’s so straightforward.

I could add more things but you get the idea. Every individual is different, somebody might be allergic to something and you might serve them what they didn’t order.

Been a regular customer of GYG for almost last 2 years but no more. This is the end.

Sorry for all this rant but I strongly believe this...

TL:DR. Food is painfully slow and is often served cold, orders are frequently wrong and customer service is lacklustre. AVOID DRIVE-THRU.

Initially the food quality and service were quite good for dinner orders, however this is sadly no longer the case. I began ordering via drive-thru a half-dozen times and noticed that the service was becoming slower with each order (up to 15 minutes!? With only 1-2 cars in front), which often resulted in the food arriving lukewarm or even cold. "Must be short-staffed or under the pump" I thought, as I only ever saw 2 staff members from the drive-thru window. Out of curiosity I checked to see how many were on and, to my amazement: No. There have been at least 7 staff working the kitchen each time I've ordered since, yet the service is still sluggish. The kitchen is entirely visible from the dining area, so I've observed how things are run, and all I can say is that it appears to be disorganised and poorly managed.

The assembly line of staff preparing the food often appear confused, reaching over one another for ingredients and frequently redoing their meals. Staff who package and call the orders often appear flustered when assembling the order. If a customer is waiting to be served in-store, things tend to grind to a halt as the staff member who's trying to package the orders has to now serve. Sometimes someone steps in to continue what they were doing, but they then need time to catch-up and understand the current situation. They don't apologise to drive-thru customers for delays or request that they wait in the parking area for their order to be delivered, even when there is a substantial line-up.

I could go on. My family and I like the food (when it's received fresh and warm), however the staff are simply never working cohesively and it only seems to get worse. There's honestly been enough chances for improvement, so it's probably just time to go to...

Dear Guzman y Gomez Customer Service Team,

I am writing to raise a serious concern about my recent experience at your Glandore store on 12th September 2025 around 7:30pm.

I ordered two nacho fries dishes, but unfortunately both were extremely poorly prepared. The fries were covered in an excessive amount of spices underneath, making them overly salty and inedible. This left us with no choice but to return to the store to request a replacement.

To my disappointment, the manager on duty refused to properly resolve the issue. Instead of replacing the meals, the response was to simply give some extra chips to the dish, which did not address the problem. What made the experience worse was the lack of apology or accountability — I was made to feel as though I was being difficult, when in fact I only wanted the meals I had paid for to be edible.

As someone who has always valued Guzman y Gomez, especially the Glandore store which used to be at the top of my list, this experience was deeply disappointing. While waiting for my food, I even saw staff in the kitchen notice the chips had been ruined, which shows the issue was known but not handled appropriately.

I kindly request: A proper explanation of why this occurred. Confirmation that staff, including management, will be retrained to ensure food quality and customer service standards are upheld.

I truly hope this feedback is taken seriously, as tonight’s experience has negatively impacted my trust in Guzman y Gomez.

I look forward to your response. Reciept can be send by request!

Kind...