Guzman y Gomez - Post Office Square — Restaurant in Brisbane City

Absolutely horrendous experience at this store when I visited for the second time since they last opened.

As usual, I ordered through the app and payment went through without any issues and the app generated the order no. I waited for about 10 mins before I lost my patience and went up to the counter to ask about the whereabouts of my order.

The middle aged lady behind the coffee machine looked at my order no from the app and told me she doesn't have that order no and my order no is missing a digit.

What made this even more shocking is that she didn't try to help me or resolve the situation. She just turned around and went about her business while I stood there as if nothing happened. I actually had to call out to her again to ask what I am supposed to do and she then told me she can't do anything and for me to contact GYG directly.

Surely, if she can see the order actually exists and I have paid for it, she could at least try and help?

She should be fired for providing zero customer service!

Now I have to wait for GYG to respond to me (God knows how long that will take) so I can try and get my money back.

Wasted so much time during my lunch hour thanks to GYG's incompetence and...

I am terribly disappointed with the service and support provided by the restaurant. I ordered a bowl through the app while I was at work and went to pick it up afterward. I didn’t check the order and went straight back to work, as it was only a 5-minute walk away. When I opened my bowl, it was completely overturned and only half full, as if someone had eaten part of it. I was utterly disappointed and threw the food away because it was disgusting.

I took a photo of the order and the food and thought, “Well, with it being delivered in this condition, there’s no way they won’t help me, right?” However, not only did the support team take an entire week to respond, but when they finally replied, they said:

“As the photo shown does not represent the meal as it was delivered by the restaurant, we are unable to properly determine if all ingredients were missing or under-portioned.”

So, what am I supposed to do? I went without eating, I have photos of everything, and the support team isn’t helping at all. I am truly disappointed with this entire situation. Customer support should be the highest priority for a company. I will never...

Went there today at lunchtime. Was quite busy, but the orders seemed to be coming out reasonably quickly . I ordered the most basic meal (a mild chicken burrito bowl) at 12:19pm - order number 337. Waited for about 10 minutes while my friend received her order number 336 and multiple other orders before and after mine came out. I asked the older lady handing out the meals and she said "it's coming" and turned away. After another 10 minutes or so, still nothing, so went to the young girl at the checkout who went and checked and told me my order was actually being made. 25 minutes had passed so I went back to the older lady who took my ticket and went to the back where I saw her hand it over and only then did they start to make my meal, nearly 30 minutes after I ordered it. No acknowledgement, no apologies. I then asked for a refund which was given to me but I didn't accept the food. The young staff are all great and professional, but the older lady handing out the meals needs to work on her customer service skills and be more professional and not so dismissive when clients approach her for...