Guzman y Gomez - Burleigh Heads — Restaurant in Gold Coast City

Guzman, we’ve known each other a while. I’ve always loved you. Tonight changed it all. I made an app order at 6.20pm with pickup time stipulated at 6.35pm. Got there at 6.40pm with the drive through looking worse than the M1 at peak hour. Inconvenient, as I wanted to pop in and out quickly, and wasn’t expecting to go in (PJs and all). But decided to go inside. Had 8 people waiting before me for app or Uber orders, not to mention the in-store diners who were also waiting. Already a bad sign but thought I’d give them a chance. Store looked SO busy - but the entire kitchen was full of staff. I struggle to see how any issues were the result of lack of staff. Speaking of staff, it was more akin to a crowd at a One Direction concert, rather than an organised restaurant. Teenagers can be ridiculously talented (hello, Greta Thunberg). But I’m telling you, this group were just confused, and not prioritising things efficiently. I feel for them, I do. I know what it’s like to work in a busy environment. I know they were doing their best. But it is clear they need some more effective supervision/direction/leadership/training, in whatever form. This was made even more apparent when a barefoot, bikini clad girl entered the kitchen (assuming she works there but was on a day off and went to the beach that day). She strolled around, hugging staff, chatted with the staff and helped herself to a frozen margarita. Store was still busy may I add. COVID-safe? Workplace health and safety? Cancelled. What happened next you ask? I waited initially for 35 minutes. I was so patient. Gosh, I was in my PJs, standing in a non-COVID-safe waiting area (so many people crammed in due to how busy it was), with no indication of how much longer things were going to take. I was really reallllly patient. After 35 minutes, I locked eyes with a fellow PJ-clad member of the public. “You too huh? How long have you been waiting” she asked. “35 min. I’m getting a bit concerned now” I responded. We bonded in mutual PJ-clad-frustration. She went on to tell me she had been waiting AN HOUR. She had gone through the drive through with her husband after placing an app order and been asked to park outside. After still not receiving her meal in the car for 45 min she decided to come inside. They had accidentally given it to another car. She was asked to write down her order again with pen and paper and wait for it to be re-made. She was still waiting... We chatted with two more people waiting, with similar wait times. My concern increased. At this point it was 45 minutes of waiting for me. I asked a staff member how much longer it would take and if I could get a refund instead. She asked her co-worker to prioritise my order. I still waited another 10 minutes - total 55 minutes of waiting. I finally got my bag (no apologies for the wait time btw) and made a point to check the boxes were the correct items (of course, been burned at other places before). Everything was there - but my bad, I didn’t realise I had to open the actual boxes to make sure every single element of every part of my order was actually correct before leaving. You know, the thing they’re supposed to do, but somehow the customer has to do it now because it never happens correctly? My mistake. So naturally, our enchilada was NAKED. I love nude things. Nude lipstick, nude stilettos. However, I really don’t like nude enchiladas. None of the included toppings were there, nor were any of the extra toppings I had PAID extra for. Nada. Did I mention it’s was Labour Day and I paid the 15% surcharge for this experience? I wanted the food itself to redeem itself, to make up for the long wait time and incorrect ingredients. But half the food was lukewarm at best and soggy (I guess that’s what happens when it’s been sitting there for 55 minutes). The only positive to come out of this, was my interaction with my fellow PJ pal. Solidarity sister. If you ever read this, hope you and your family got to eat eventually. Guzman, I’m not mad, I’m just disappointed. I guess this is goodbye. Or should...

Do yourself a favour if you love GYG and drive the extra k's to bundall or nerang. I used to eat here almost daily until this year but unfortunately it seems like every decent staff member has left and been replaced with a disinterested 12 year old who's received approximately 25 seconds of training. The only thing these guys are taught is the up sell of guac and sour cream, which I don't want because you're going to get my order wrong 90% of the time anyway. Even the simplest of tasks like NOT putting cheese on a burrito seems to be way beyond the skill set the staff here posses. The other morning (6am), I decided to get a breakfast. There was 2 cars in front of me, 10 members of staff and I sat in the drive-thru for 19 minutes! The coffee was cold and food disappointing. I've had burritos that consisted of almost just rice or where there's been zero effort in making it and half the food is inside the foil. This review is not based on a couple of occasions, it's been way too many times that the service, food and wait times have been almost amazingly terrible. Sort it out GYG, get a proper manager in this place and train these staff members correctly rather than just using them as cheap labour. There's enough bad reviews on here for you to realise the standard, consistency and service is not...

I live closely to this GYG unfortunately so I tend to come here quite a bit, I’ve held off posting a review for a long time now but something needs to be said about the service of the employees here. I was there this morning and I’ve never experienced such a frustrating ordering system, they do not listen to you and EVERY TIME my order has been incorrect. Not to mention how rude all the staff are. It is possibly the worst customer service experience every bloody time with this shop not to mention I’ve seen employees use NO GLOVES OR NOT CHANGE THEIR GLOVES WHEN GOING FROM TENDING TO CLEANING TO FOOD. It’s disgusting! I truly think that not one employee in that shop cares about the customers nor their job. The food is okay, I usually get the breakfast menu on my way to work but everytime I order extras they never get added to my meal which is the biggest rip off! Higher Management of GYG you need to do something about the staff there. They are bringing your company down extremely. I’d personally fire every single one of the staff members in that shop and start fresh. You can train employees for their job but you cannot train them for kindness and common sense and that’s what they are completely missing. Most awful GYG I’ve ever been too. FIX...