Guzman y Gomez - Windsor — Restaurant in Brisbane City

I'm a Uber Eats delivery and I come to talk about the bad service I had at this store. There was a problem with a delivery where the customer entered the wrong address and the delivery could not be completed. In these cases Uber asks the delivery to throw the food in the garbage. I obviously eat many didn't do that. I saved it for myself or a homeless person if I saw any. I was well away from the restaurant and after 2 deliveries that lasted about 40 minutes, I was called back for a delivery at Guzman y Gomes Windsor. When I arrive at the place to pick up the order, the person from the cashier approaches, confirms my name and begins to make an inquiry about the delivery that was not completed. The same one that Uber Eats Support canceled and asked me to throw away. I do not work for Guzman y Gomes and should not be ordered by staff, but the person insisted on questioning me and asked more than 2 times where the food was with a suspicious tone, as if I had stolen something. He just missed asking to open my bag. I said the food was with me and I returned it (even though it's not my obligation under Uber). There were a few people around and I was extremely embarrassed by this person's situation and lack of professionalism. I am an honest person. After this event I called Uber and I was in tears because I never expected such a treatment here in Australia. Much less from a person who doesn't even know me. Anyway, I would like to register because I think YES, is the responsibility of Guzman y Gomes the employees that have. And excellent customer service should be independent whether it's with a Uber Eats delivery or a regular customer. I hope this reaches the responsible person so that it will not be repeated with...

Very rude and appalling customer service! I love Guzman Y Gomez but this store has been really disappointing. I ordered a Spicy Pulled Pork Burrito, the staff served me with a burrito which was labeled as Spicy but it did not have ANY SPICE at all. I politely went up to the counter and told the manager that my burrito was not spicy at all. He apologised and said he would get another one made for me. He then served me the second burrito and told me it was mild. I told him that I ordered spicy, had to find my original order docket from the bin and show him. They then offered me a small spicy dipping sauce for my burrito in a manner to shun me away as if I was a pest. The small dipping sauce wasn’t enough, so when I was half way through my burrito I went to the counter to ask for another one and the lady who served me said “What do you want now?!” At this point I felt like less than a cockroach.

In the end: I got the 2 dipping sauces, somewhat of a spicy burrito, horrible customer service and a hurt pride.

For proof of this experience I asked for them to print out my order in a receipt. When I asked the same rude woman at the counter she demanded that I tell her what my order number was (which I didn’t know because they didn’t give me an order number (only a table number). When she had to spend some time to find my order number she rolled her eyes and handed the receipt to me in a very rough manner.

Total, parasitic...

I discourage anyone from ordering from here. I ordered food for collection using the app. As there was no screen message to say the order was successful or providing me an order number I assumed the order hadn't gove through and ordered again. As soon as I realised both orders had gone though and I'd been charged twice, I phoned the store and also emailed the store. I cancelled this order by telephone to the Windsor store more than an hour before the food needed to be prepared and by email more than an hour before the food needed to be prepared.

I went into the store and explained that I had accidentally ordered food twice but only wanted the second of the two orders. I explained this to the man who was packing orders for collection on Sunday before anyone had even started making either of the two orders. My food was prepared twenty minutes after I arrived in store and the man told me that he had made both orders. He did this despite the fact that I told him I had cancelled the first of the two orders.

He did not apologise. When I told him I had cancelled the first order and he needed to refund me he turned his back on me and went back to preparing orders for other customers.

I have phoned the store twice in the span of five days and emailed GYG twice in the span of five days. Nobody has replied to my calls or emails demanding a refund. This is the worst customer service I have ever...