Guzman y Gomez - Westfield Chermside — Restaurant in Brisbane City

I came in during lunch around 1:30 pm 21/6/25 was given a table number and a drink, and sat where I was fully visible to staff. After waiting 20 minutes with no food and no update, I had to go up and ask what was happening — only to be told my card had declined. No one thought to inform me. No apology. No accountability.

When I offered to pay again, the manager — black hair with red streaks, long acrylic nails (which she was using to handle food — hygiene issue in itself) — told me to line up again behind almost 10 people. You make a customer wait due to your own communication failure, then tell them to start over? Completely absurd.

When I challenged that, she didn’t problem-solve — she power-tripped. She tried excusing the situation by saying the girl at the counter was 15, as if that somehow erases basic customer service.

Then she made it worse: she falsely accused me of being rude to staff I hadn’t even spoken to, escalating the situation further instead of owning her mistake. It was a blatant deflection tactic from someone clearly not fit for a leadership role.

I repeatedly asked for my order to be taken so I could just leave with my food. Instead, she told me she wouldn’t serve me at all and to leave the store. Imagine being so incompetent and defensive that your solution is to kick out a paying customer who waited patiently ( I insist u to check the footage so u can hear the whole thing if she says otherwise) I love GYG food but This was honestly the most frustrating and ridiculous experience I’ve ever...

I’m not one to often write a review, let alone a bad one, but I have had bad experience after bad experience at this store. I’m a retail worker in the centre, and will often order food ahead of time on the app so that I’m not standing around and waiting whilst on my break or about to start work. Three seperate times now I’ve been stood waiting for at least 15/20 extra minutes after arriving to collect my food. Every time I’ve approached them about the progress of my order, it seems as though they have no clue it even exists. Today, I didn’t receive my order till 20 minutes after the suggested pick up time. Im understanding if times are busy, I mean, that’s why I often like to order ahead. But today there was absolutely no one approaching the counter to order, just myself and three others stood waiting for our food. Whilst I was waiting, another customer came up as their order had been made wrong, something that has also happened to me here before except, I was given chicken when ordering vegetables…. not great. When I finally received my food, the chips were stone cold, but I couldn’t be bothered saying anything as at this point as I was running out of time to eat anything before my shift. It’s a shame, as this is my favourite “fast food” retailer but the service here is so slow and unprofessional that I can’t convince myself to...

I ordered through UberEats for two nacho bowls, one with pulled pork and the other with slow-cooked beef. The food arrived stone cold and I called the store to make a complaint as I had spent $43 on the food. The women I talked to were quite apprehensive and were adamant it was the driver's fault even though the driver arrived within 10-15 minutes of picking up the order. I asked them when the food was made and they could not say a time and kept telling me all of their food was made fresh which was not the case for this order. I kept pushing and the lady on the phone would not offer to remake the food or provide a refund. After this phone call my partner also called them and he talked to a lady that called herself Diana. Diana also kept saying that it was the Uber driver's fault and my partner asked her what time the food was cooked. This time she replied saying it was when the sticker was put in. During this conversation she said to my partner "we don't take orders that come through app purchases as seriously as the orders that come through store". My partner also had to ring up twice as she hung up on him the first time. I can understand that this may be stressful and overwhelming for the staff but not offering a refund or to remake the food is not good customer service. Would never get food from here...