Guzman y Gomez - Westfield Belconnen — Restaurant in District of Belconnen

Hi, I picked up a delivery from GYG (Westfield Belconnen location) today between 12:30 pm - 1:00 pm. I got in the order que. There was only one male staff in the front counter who happened to serve me. I told him I was there to pick up my Uber Eats order. He specifically asked for my order number and I gave the number to him - E1289 - showed him the order in my phone. The  same staff without any courtesy or prior warning touched my phone and broke social distancing norms - I didn't react or say anything.  After that I waited patiently in the sides and observed -- Four other customers who came after me were served their order first.- Even though my order was ready in front the same staff was struggling to find my order despite reading the label on my order bag four times.- The same staff came over to me 3 more times to ask what my order number was.- When the same staff came to me the 4th time asking for order number, I patiently reminded the same staff that it was the 4th time the staff was asking me for order number?- If that wasn't unprofessional enough what happened next was shocking- The same person immediately retorted very negatively -  "I have not had another person like you". - My thoughts - Very shocking & extremely poor service for a customer facing role. Truly disrespectful and not good for business. I calmly collected my order. Got back in que, waited my turn, and asked for the manager.What happened next was even more shocking. The manager didn't even hear me, falsely accused me of shouting, was strongly hostile and instead threatened to call the security on me. Best part of all is - all throughout I didn't shout, nor swear, nor abuse, nor bully, nor was I impatient. I may not be a businessman but having worked in customer service roles have learnt that businesses are about customer service first  - this means it's delivery partners are respected by GYG staff, especially the management need to be unbiased. Basic human respect would be much...

Rude Manager

'This review of GYG Westfield Belconnen is based on my daughter's experience (whose a minor)'

She was ordering food and had asked if GYG gives discount for Westfield employee (she works at a nearby stall), the 2 workers in the counter said yes and was on the process of taking her orders and giving her the discount.

Then this manager who was at the kitchen, then suddenly with aggressive voice shouted.

'NO' (pause)...'NO'...'NO'(pause)..

She even overheard the counter person in disbelief 'i thought we were giving discounts, i guess not'

My daughter was surprised by this misinformation between the staffs and the manner that she was rejected.

Her order number was 402, the manager after 15mins or so has called out number 402 but did not served her food. Instead the manager just keep preparing the other orders and even entertaining newly arrived drivers to pickup online food.

When she had the courage to asked where is her order, the manager gave her order 412. (imagine there were already 10 orders finished from 402 to 412). My daughter said its the wrong order, then the manager had to make the order and she had to wait for another 10mins.No apologies, no thank yous, no hi's, no bye's.

The waiting I don't mind, shops get busy, they forget orders , there will be heaps for reasons which I can understand but being rude to customers is on another level. These workers should be able to show respect and courtesy to their customers.

GYG do...

I ordered a chicken burrito bowl and it was absolutely perfect! Everything was fresh, flavourful, and exactly how I wanted it.

I’m not sure if this is the same person who took my order, but the sticker said “Sarala.” If it was her, she was incredibly sweet and went above and beyond. She personally came over to let me know they were making a fresh batch of fries for me (since I requested no seasoning), and that it would take a few extra minutes. The communication was amazing, and instead of just making me wait, she offered a free brekkie item as a thank you for my patience. Such a thoughtful touch!

Normally I don’t mind waiting a little bit, but the difference this time was the clear updates and genuine care throughout the whole process. It really made the experience stand out.

I usually eat at the Canberra store and the service there has always been great as well, but this particular experience was truly exceptional.

Haven’t tried the brekkie yet, but I’m definitely coming back soon to give it a go. Thank you so much for the amazing service and...