Guzman y Gomez – Cannon Hill — Restaurant in Brisbane City

Today is my 2nd visit to pick up delivery orders and my 3rd visit in total. I have never had an issue with a meal from this store.

My first pick up was last week. I wasn't aware I needed to go to the pick up window and when I came into the store I was told; "You go to the window you don't come in here."

So I went to the window. I was then told to complete the pick up on my app. I told the gentleman, I said "sorry I can't because I need to confirm the order that you're giving me" He replied with "you need to complete the pick up before I give it to you"

This is a fallacy. This is not how it's done.

In order for me to complete a pick up, delivery drivers need to confirm that what is being picked up matches the docket with the right items.

I could not do this because I did not have the bag. And the way he pulled it away from me when I said I need the bag in order to compete the delivery was extremely rude and unprofessional.

Drivers are supposed to complete their pick up....when they complete the pick up. Not before they have their bags because the delivery has not yet been completed! Why do you expect us to complete the pick up before it's completed?

Today, I picked up two orders and remembered that if I go into the store I'd get yelled at so I went to the window.

The wait was ridiculous to even be acknowledged. And then guess what!? Drivers were able to pick up at the register inside! If this has changed and we can come inside now, please update your notes from the business section as communication is an essential part of my business and I would appreciate the effort to be informed of any changes.

So back to the window. I waited. I waited until 4 people were behind me all getting frustrated that no one even had the decency to look out the window and say something as simple as "Sorry won't be a moment!" It's a common courtesy.

When I finally was asked "who's next", I said to the lovely girl I had two orders for (such and such) and she asked me to complete the pick up. Before I had the bags. I couldn't confirm anything because again, I couldn't see the label to confirm what I had, matched. She seemed hesitant but she gave me my orders. "Yes, ok I'm doing it now, thank you. I said as I was looking over the bags and walked away with another negative experience from this store.

I run a business to deliver your products, not pull over and eat them. Denying bags is generalising every delivery driver because of a marginalised conception that we will steal the food and while this does happen, it's not up to you to withhold the process as you see fit. It's a serious disruption and not everybody is going to respond like me.

Hopefully one day I can pick up from here without the hassle of feeling like I'm being treated like a criminal but give me a burrito from...

Ordered through DD. They got the burrito completely wrong. Extremely annoying. Wrong meat, no guac, no sour cream, no salsa station additions. All of which I paid extra for. It’s not hard to follow order details. Not good enough. This is why I don’t order from here anymore. They get it right occasionally but they failed this time. DD credited me thankfully. They should remake it and send it out.

Update: 03/09/25 Decided to try them again:

I’m done with this franchise and it’s due to my experiences with this store. Whilst I love the food the store is extremely inconsistent, always get the orders wrong and the customer service is terrible. I ordered a pulled beef enchilada last night. I received it with ground beef. The only two cashiers were in training. I understand people make mistakes and I should have checked the receipt prior to receiving my meal but the customer service got worse with this interaction. I went back to the counter with my meal in hand with lid open waiting to talk to someone. Some staff made eye contact but didn’t acknowledge me. The young girl at the counter was standing there staring into the distance and didn’t even look at me. I said to her (in a light jovial manner - not rude) “you look lost (and smiled)”. She simply said “I’m waiting for customers”. Well, what the hell was I? Basic customer service, even for beginners is to acknowledge, ask how they can help and get the appropriate staff member. The other new cashier came back and asked me how she could help and said she would get someone to help (perfectly understandable- no issues with that). She went to a staff member on the line at the back who looked at me and walked off to get someone I assume. I was still waiting when finally a young lady in the barrister/drive though collection section came over to help me out. The issue was resolved finally. The other Senior staff member came out to me from the back at this time to assist. They were both great. It’s very clear the majority of staff being hired are kids with ZERO customer service, no initiative but more importantly NO training or supervision. I was dumbfounded. I wasn’t rude to the girls but it was appalling. Not to mention the annoyance of the order being wrong in the first place (pretty consistent for this store). Customer service has become almost non existent with these kids in general and this was a perfect example. Stop hiring kids to save money, offer sufficient customer service training if you do. Terrible experience...

I’m a big lover of gyg, I can’t really complain too much about the food but oh my the service tonight was like nothing I’ve ever experienced before. Firstly I ordered from the app and think it’s silly that you have to go up and ask if the order is ready and not just have your order called out, but anyways that’s not the reason I’m making a complaint.

The reason I am making a complaint is because the young lady Ellen who was on the front counter serving, clearly had other interests other than serving customers. It was made abundantly clear that her boyfriend that didn’t even work there and was hovering around the foyer had taken up all of her attention. As I went up to check my order, I saw young Ellen leave the counter to go stand with her boyfriend, shared and a hug and left me standing there waiting for a few minutes. Eventually she returned to the counter acknowledging the delay by saying “oh sorry, I was just talking to my boyfriend” but walked off and didn’t even serve me. A few moments later another girl served me and I collected my order.

While sitting at the table beginning to eat, I saw young Ellen and said boyfriend walk into the bathroom. I went in after to wash my hands and noticed that 1 out of the 2 toilets was occupied which only implies that they were in there together. After washing my hands and sitting back down, I watched them both walk out together, he left and she returned to serving and making food. Not only is this appalling and disturbing it is quite disgusting to know that there may been a secret ingredient added to everyone's favourite Mexican fast food tonight. Very unprofessional from the beginning and quickly turned into a fast...