Guzman y Gomez - Gungahlin — Restaurant in District of Gungahlin

Ordered lunch at 12:22pm and the store was relatively quiet which surprised me considering it was lunch time. I ordered an enchilada and my order number was 42. The lady behind me ordered straight after me. We waited until 12:40 before asking where our order was considering order 53 was being called out. The staff assured us it would only be a minute or so. Another 10 minutes passes and the lady who ordered behind us went up to the counter to cancel her order as she was also unhappy with the wait time. The staff then quickly gave out her food as it was obvious they did not want to have to refund the order. She told them they should probably get my order out too since I’ve been waiting even longer than she had. I approached the counter once it had reached a 28 minute wait and had the staff ignore me for several minutes to avoid an unhappy customer. When one employee asked me what I was after I insisted on getting a refund as orders that were 20 orders after me had already received their food and I was still waiting. The gentleman said they must’ve mixed up the order and (again) wasn’t ready to process a refund until I continued to insist. I left the store 32 minutes after I had initially ordered my food, empty handed. What a waste of my time! The staff prioritise Uber eats/ Deliveroo and any other delivery service over the customers in store. The fact we had already approached the staff to ask where the order is and were assured the food would only be a few minutes, which then would’ve turned into god knows how many minutes until they realised they don’t have the docket. I work in a customer service role and if the wait hadve been 2-3 minutes like we had been told, I wouldn’t have been so furious. Staff need to be following up items where a complaint has already been made. I won’t...

I use to love your food and would get them all the time. But it seems like you guys have downgraded your quality of food and service very dramaticly. I have been your customer for a long time and it seems like it’s not improving at all. Firstly, the food quantity is so bad that I litterally thought they forgot to put the protein(Meat) in it, I have bought the tacos from there and the amount of cheese that was put in there was scary and had barely no meat. Same goes with the enchilada, it looks like half of the fillings dissapeared. Please stop being like mr krabs with the portions because the prices already pretty expensive anyways. I don’t mind spending more money as long as I get good quality food. Customers are smart and knows when food quality is reduced, especially loyal ones. Also I have ordered online and it was a disaster. They manage to mess up my order twice on the same night. I got someone else order and okay that’s fine, I got a refund for it. So I reordered again because I was craving tacos and the chips AND THEY MANAGED to again got the wrong order. So it was a very fun and hungry night. By the way, your workers were not the most professional people out there so I recomend retraining your staffs. I usually never bothered leaving reviews especially bad ones but I really do enjoy your food and hope that it will get better. Reading some of the reviews, it seems like people have similar problem so that’s probably a sign to turn things over. Hope for your company to improve. Other than...

This store has completely and utterly ruined the reputation of the GYG Franchise! We ordered $47.80 worth of food (Burrito + Nacho Fries Basket + Churros & Dulce) expecting to get a delicious meal for the end of our lovely night that we were having and was extremely disappointed with the outcome... Firstly, the Burrito was packed like a mess with absolute 0 care in the world. We paid extra for jalapenos we did not receive, and on top of that, the minced beef was on one side of the burrito. Secondly, the nacho fries were filled about 1/4 of the box. (there are many regrets that I have for not taking a picture to show everyone on here how disappointing it was!) It had about 20g of beef brisket max, a serving of fries as small as what you would get in a McDonalds happy meal and guacamole that was just pure avocado chopped up. The only good thing I can say about them is the churros which they didn't even make for us and was produced for them already. I never ever make a google review, so this just shows how bad of a meal we had received.

Shout out to the company, but the staff? Useless, please fire them immediately. I do suggest that if you want GYG to order from Canberra Centre.

WE WONT BE COMING HERE EVER AGAIN GYG...