Guzman y Gomez - Harbour Town — Restaurant in Gold Coast City

We went to Guzman y Gomez on Thursday at 1 pm and received some of the worst customer service I’ve experienced. We ordered at the counter with a blonde male staff member wearing a SnapBack hat. He seemed flustered as we were ordering, but that was fine, we asked to dine, and he gave us a metal number to take to our table. Shortly after ordering, he walked around the restaurant holding a chicken quesadilla asking everyone if they had ordered it. We said no because we did not order any quesadillas. Twenty minutes then passed, and we noticed people around us that had ordered after us were already getting their food, and we had not even received our drinks at this point.

I lined up and took our table number up to the counter, and I then asked him how much longer we would have to wait. He then asked what we ordered, so I have to go through our whole order again. He then goes and checks and says, “this was ready 20 minutes ago. I called out to everyone in the restaurant”, but our food was in a takeaway bag and had order number 152 written on it. He had given us a table number for dine-in as requested, and our table number was only a 2-digit number, so unsurprising if order number “152 for takeaway” was called out, we would not have noticed or known it was ours because we weren’t given a receipt with an order number and our table had a different number. I then said well, we’re dining in, and you didn’t tell us an order number, only for him to then argue with me and tell me that he went around the whole restaurant and asked everyone about this order and said to me that it’s my fault for waiting because I should have come and checked sooner. He then started to become aggressive as I was arguing this with him, so I decided just to take my order and walk away.

If he had simply said, “I’m sorry about that; here’s your order”, we would not have been bothered as we didn’t have anywhere to be, but after waiting 25 minutes and then having to deal with an incompetent and argumentative staff member I was not at all pleased. I then went and asked another staff member who I could talk to about his behaviour and was addressed by an amiable woman who said she would speak to him about his attitude; however, I didn’t see any conversation take place, and we were not offered anything to make up for it apart from that, so we still left rather unhappy.

It is hard to fully explain the exchange in this review as a lot of it came down to the tone and choice of words by the male staff member in question as to why I felt this was such a horrible experience. However, regardless of tone or word choice, in my opinion, someone in customer service should own the mistake and resolve the issue. There should never be a blame game played with the customer, and the customer should never be made more agitated after already waiting an extended period for quick service food that had already been served to everyone else around them who had been there for...

Got to the counter for my Web order for collection and waited and waited and waited. One person serving all of the delivery driver pick ups. Very slow service. Then I got home after ordering my two $14 burritos, one with grilled chicken and one with slow cooked beef brisket. To my amazement the burritos were almost full of rice and very little sides and hardly any protein in both the chicken and the beef burrito. Truly disgusting that a company like GYG can sell a chicken or a beef burrito with hardly any chicken or beef in it. I would strongly recommend not going to the Harbourtown GYG outlet if you want value for money. Go there and expect to be ripped off. By the way this is the only negative review I've posted in the last 10years but I thought it was worth it because of how bad the quality of the offering from GYG was. Sorry, I have more to say. I ordered my takeaway on their own app and then I tried to review my order on their app and they make it extremely difficult to narrow down the review on that order. They ask you every single question including the day that you ordered it and your order number and they ask all of this on the same app that you made the order which means they try and make it as difficult as possible for you to leave them any negative review on their own app. Order # 2176 for 6pm...

This food used to be really good, but now it's slowly showing the signs of it's decline. Presentation has been the first thing to disappear, the quesadillas are becoming dry, the fillings are becoming dry, the guacamole is showing signs of going bad as it has somehow become stale before it gets to me. I really like Guzman Y Gomez, I hope they pull themselves together soon, but recently staff have been cutting corners.

My last order, I ordered 2 lots of 3x Quesadillas: 1st lot was all Barumundi filled, the 2nd lot had 1 Barumundi, 1 chicken and 1 slow cooked beef.

When we received the order, they came out in 2 separate boxes, one for each set of 3 quesadillas. These boxes have the stickers (one for each separate Quesadilla) that determine what is in the quesadillas.

The first box's stickers said 1x Barumundi, 1x chicken and 1x slow cooked beef.... But the box contained only 3x Barumundi.

The 2nd box's stickers said 3x Barumundi, but the box contained 2x chicken and 1x slow cooked beef.

So I went to the counter to get my Barumundi quesadilla, but the staff argued with me even when I showed them the receipt and what was clearly in the box. After about 5 minutes, they finally got me a new Barumundi quesadilla... By which time the...