Guzman y Gomez - Fortitude Valley — Restaurant in Brisbane City

Today, Friday, at 9:20 p.m., I stopped by to buy some food. The first thing I did was ask if I could pay in cash, because a few days ago I was told that cash payments weren’t accepted, so I had stopped going. The person taking orders told me I could pay in cash as long as my order was close to the value of my bill ($20). I ordered a burrito bowl with guacamole and sour cream, and she told me, “You need to order more.”

So, I added a drink to my order. Then she said, “Now you need to give me more money.” I asked exactly how much, and she pulled out her phone to calculate the total. She said, “$2.50.” So I started to check for more coins on my bag. I gave her an extra $3 and told her not to worry about the change. Still, she began reluctantly searching for coins, all while looking at me with clear displeasure. Even after I’d told her she didn’t need to give me anything back, she ended up handing me some change. At that point, I didn’t really understand what she was trying to do, but I was already frustrated, so I just took the change and let the next person place their order.

When my food was ready, they gave me the burrito bowl—but not the drink, and I also noticed that the sour cream I had asked for was missing. Given the unhelpful and unpleasant attitude of the person who took my order, I didn’t think it was worth complaining.

I understand she may have been tired after a long day—so was I, and I also work in hospitality. That’s precisely why I tried to make things easier by ordering close to the exact amount and even offering extra cash. But her poor attitude got in the way, and in the end, she provided bad service, gave me the wrong change, and missed part of my order.

I’m attaching a photo of the order I received along with the change...

I bought 3 regular brisket burrios, it's what I usually order for myself and my girlfriend, and on one occasion we already found a large piece of fat in one of the burritos, that time we didn't say anything and let it go because we thought it wasn't that big of a deal and it could happen in any food establishment (We have worked in hospitality since we arrived in the country and we understand how complicated it can be to maintain consistency).

Today I went again to order the same thing as always and on previous occasions we had noticed that the burritos didn't taste as good as before, and they also contained more rice than usual, I could let that go but finding huge pieces of fat in not one but two of the 3 burritos I bought is unacceptable for an establishment that offers quality products. I understand that brisket is a fairly fatty cut of meat, but what we found inside the burritos was 70% fat and traces of meat, in addition to the high amount of rice. I do not plan to buy from Guzman y Gomez again despite the fact that it was the only fast food establishment that both me and my girlfriend consumed.

Having said all this, when I went to file the complaint at the establishment (Fortitude Valley), I explained the situation and the girl who helped me tried to compensate me by making the burritos again, but you can understand that after the two experiences mentioned above I did not want to eat anything else. In the end she gave me a card for a free burrito that I proceeded to give away because I do not intend to eat any of their products again. It is worth mentioning that the girl was...

Disappointing experience on 30th Nov. 2024 at the Fortitude Valley store (1000 Ann street). There was a very young team leader (at least that’s what the sleeve on her t-shirt said) who didn’t seem to understand the basics of a customer facing role. As I was ordering, she was talking very loudly directly behind the counter to another team member saying “ew, that’s disgusting. Look how they cleaned that” regarding a piece of equipment, in front of me - a customer about to order and eat from your restaurant. Whilst waiting for my meal, she was standing in front of the counter at one point, shouting out to other team members who were in the kitchen. I also observed her taking a meal to a table. Once the meal was placed, she put the service tray on her head (yes, her head), upside down…the side the food sits on…gross.

I’m not one to usually complain, and have been a customer of this GYG for some time now as I work across the parking. I was appalled at this girl’s behaviour, and I think she does a disservice to you and your brand by being a leader in your operation. I strongly feel the customer service and standards need to be heavily looked into as this was just simply wrong. If I was the manager of this store, I’d be embarrassed that this is what our customers see and are greeted by when they come to this store.

I’m happy to speak directly with someone if that’ll help, feel free to reach out to me if you...