Guzman y Gomez - Richlands — Restaurant in Brisbane City

Ordered my food over the app on 21st of March, I had a long day from work and I thought the store might be busy so I placed my order through the app first at 10pm. I reached the store at 10.15pm when the app showed that the order is ready, when I arrived in the store there was a line of customers and door dash/uber driver waiting for their orders.

I lined up and waited for 20 mins and finally someone was able to speak to me, I asked to pick up the order and they told me it's not ready, during this time a lot of other customers came in to pick up their order, their order was placed later than me and still got their orders and left. I noticed they are noting doing the orders in the correct order so I kept asking but no one was able to talk to me.

After 45 mins the owner/manager came to the front and educate me and nearby customers that this country does not work like this etc etc....

I already had a long day and I can understand the store is busy but why are you still taking orders when you cant manage the existing orders? I'm just here for my food not to be educated... And I'm already waiting here for almost an hour..

I wanted a refund and just want to get out asap but no one was able to talk to me and finally after a long wait I got my food and some chips voucher, it was a nightmare I don't feel like coming back and ordering from...

In the past 2 months I’ve come to this franchise 5 times. Same time of day, same order and mostly the same team members.

I order an enchilada every time and they are always stingy on the guacamole. Every time I complain at least once about it to them and ask them to rectify it and they usually claim, “it’s in the burrito” or “it’s down the side”, but it’s not in the burrito and an insulting amount in the top. The one time they did “rectify” it, they took my meal and faked putting more guacamole on.

I usually avoid posting bad reviews. I also feel it would be wrong to constantly use GYG’s complaint form to get refunded, which I have not done until this occurrence.

I am a long time customer and fear this is a growing problem for Guzman Y Gomez; a decline in consistency and quality as they become more established in the fast food market, losing quality control due to too many franchises and lack of competition. While also operating during a living crisis where workers feel they aren’t being paid enough to care. Unfortunately, they won’t care because as long as the boss’s pockets are full nothing will change.

I will not be visiting this...

I had a terrible experience at GYG Richlands. I ordered vegetarian nacho fries as I am a pure vegetarian and strictly do not consume meat or eggs due to my religious beliefs. To my shock, the staff gave me someone else's order that contained chicken. This is completely unacceptable. By the time I reached home and checked, it was too late. I had unknowingly brought non-veg food into my home, which is a serious matter for me and my family. I immediately went back to the store, wasting my time and fuel, only to be met with an unhelpful and unprofessional attitude. All I got was a casual "sorry" – no real apology, no compensation, no accountability. The staff were rude and even laughed when I expressed my frustration. It felt like they didn't care at all that a serious mistake had been made and that a customer was genuinely upset. This level of service is completely unacceptable. GYG needs to train their staff better on respecting dietary requirements and handling customer concerns with empathy and professionalism. This incident has made me lose trust in the brand. Zero...