Guzman y Gomez - Virginia — Restaurant in Brisbane City

A visit yesterday to Sandgate Road Virginia, placed an order through drive through for two breakfast bacon burritos and two coffees (Xtra Large Caramel latte and a large Skinny cap). Waited solid 10 minutes to get from order box to paying window. The young girl repeated my order however she confused the Xtra Large Caramel cap to an Iced Latte (not sure how she did that) I corrected her, no apology took the payment and literally slammed the sliding window. It was another 5 minute wait to get to the window where we were given our food but we were told go go into the waiting bay. Another 5 minutes passed and I counted three cars drive through and they were handed coffees. I got out of my car and went inside to ask where our coffees were and was told “it’s coming”. I waited another minute or two and was handed two cups. Xtra large beverage of some type and a large beverage which was cold and ice. I asked him - what are these? He told me an extra large cappuccino and an iced latte. I told him that’s not what I ordered and it sounds like I have been over charged. He asked me again what I ordered, I relayed this back and he said he would bring it out to the car. He was quick to his word he came out handed the coffee and ran away as quickly as possible.

What coffees did we get? An extra large latte and a large latte. Both burnt (coffee) and milk was burnt. No apology from anyone. I was so furious I decided not to go in and make a scene.

The experience was just absolutely disgusting.

There was no genuine apology, the order was wrong, nobody listened and even when I tried to explain to the girl at the second window that she shouldn’t be slamming the window on customers and she needs to be provided some “constructive feedback” she was not genuine and basically didn’t give a damn

What on earth is happening with this store? I’ve shared photos of the Taco that was filled with a teaspoon and they’re gobsmacked. I raised this incident last week - nobody acknowledged and now this.

This last experience has left me in a position where I don’t want to spend money where I’m going to be given something I didn’t order or get something I want for that matter.

I have raised my enquiry through the hola mailbox - no reply so I think a google review is in order to show how petty my $3 taco was from last week...

I have been to many Gyg stores in Brisbane, as Gyg has always been my favourite food spot. It reminds me of home and comfort, but just today I visited the Virginia branch and had the worst experience, which I have never received from any other branches. I ordered 2 mini bowl meals today and immediately after the first bite I could feel the crunch of half cooked rice and I immediately reported it to the the staff but the staff told us that the rice for the next three months is going to be as cheap and that its how its going to be, there is nothing we can do about this. Instead of apologising to us she convincing us that it is how its going to be so either eat what we have got or get a refund so that we can go. When I asked for a replacement, I was given an even worse bowl rice that was barely 1/4 cooked and dried nacho fries. To make it worse, the staff made me feel like it was my fault by saying I had wasted food as if it was on me the food was not cooked properly. This attitude was extremely disappointing.

Even on the busiest days (like Labour Day holidays), I’ve waited much longer at other GYG stores but still received amazing food and respectful service. To hear that seasonal quality dictates whether food is cooked properly at this branch is simply unacceptable.

I understand that mistakes can happen, but the way the Virginia staff handled the situation dismissing concerns, poor replacements, and rude customer service left me shocked. After a long, tiring day at work, I had hoped for the comfort and quality I always associate with GYG, but instead, I left feeling frustrated and unwelcome.

This experience at the Virginia branch was truly pathetic compared to the high standards I’ve always enjoyed at every...

Just drive the extra 15 minutes to Chermside or Bowen Hills. This GYG is atrocious. I have been a loyal GYG lover for 10+ years, but unfortunately Virginia is RUINING IT. Not only do they mess up my order EVERY SINGLE TIME. EG: giving me a chicken enchilada instead of beef burrito bowl, giving me mince instead of the slow cooked beef, NEVER GIVING ME SMOKY CHIPOTLE, giving me nacho fries instead of nachos (my last meal before wisdom teeth surgery and damn all I wanted was something crunchy.. the list goes on. They also have poor portion sizes, no care what so ever when making the orders, and HORRENDOUS CUSTOMER SERVICE. Long story short, tonight I ordered on the app. I arrived 5 minutes after receiving the notification that my order was ready, went to the counter and asked for it. The young girl told me it wasn’t ready yet. 20 minutes later, I return to the counter to check to make sure it wasn’t ready. The girl pulled my order out from the drawer, it has been there the whole time. The shift manager came over assuming I was complaining about the wait times (which I wasn’t) and started speaking to me in a rude foul tone trying to defend the worker. I tried to explain it wasn’t in regards to wait time, it was the fact my order had been ready the whole time. He never once apologised or compensated me, he just kept being defensive and speaking to me extremely rudely. He also swore at my mum. The young girl was previously rude to the other customers when they asked for their order. Just save your time and money...