Guzman y Gomez - Helensvale — Restaurant in Gold Coast City

This is probably one of the worse GYG stores I have ever visited. I have been here twice since moving to the Gold Coast and I have been left feeling disappointed both times. My usual store was the Albany Creek one which was a well run franchise, but, this store? It's clear there are some issues.

On my recent second visit, I decided enough was enough. My first visit I just wrote it off as the store was having a bad day, I didn't complain. But the second visit the other day, I had to say something Firstly, any GYG representative reading this, I used the in-app contact us feature to give feedback, so I have already contacted you (same name I used for this review).

The current advertising blitz by GYG which is proclaiming to be healthy fast food wasn't my two previous experiences at this store. My go to option is the slow cooked beef and both times, I've received very fatty and inedible beef. The quality has been terrible to the point where I get half way through my nachos and throw the rest out. Even though they scanned my app, the $30.30 I spent here did not get counted in the app...

They are not trimming their beef correctly here. The chunks are inconsistent in size and very very fatty. I get a little fat is to be expected, but I am talking heart attack levels of fat. This is not healthy and goes against the message GYG are putting out via their advertising lately.

The staff also both times seem to be poorly trained. If you order here, double check your order before leaving. I don't know if it's because the people here don't care, bad management or something else, but the staff here are seemingly in a different world.

Please, GYG, this is the store most local to me and it's terrible. If you look at my purchase history, I have accumulated many $10 credits. I have spent thousands at GYG these last few years. I am saddened by the state of this store. Send head office in and fix this store, please. It's at the point where if I want GYG, I am better off driving to the Albany Creek...

I’m not rating it with 0 stars cause there is no option, but if I could, I would. We always order the same: a chicken burrito with guacamole and sour cream, a quesadilla plus with slow-cooked beef, and chips. The last 4-5 times we have had to specifically double-check with them that we wanted the quesadilla plus, as we kept receiving it normal (sometimes having paid for it and other times not), and of course, having to go inside to get the order fixed. This time I had to go inside again. I was first attended by a man, who did not really understand what the issue was about and just went back inside to the kitchen. I was then attended by the manager, who told me that if I wanted a quesadilla plus I had to pay for it. I told him that I thought I already paid for it because, in fact, we double-checked it. He just kept repeating that I had to pay, so I told him I was going to the car to get the money, but all of a sudden he just went back to the kitchen while saying he’d make it up, throwing everything around. I went back to the car for my money and my boyfriend came in with me. There was a lady attending this time and my boyfriend told her again the situation, but she seemed to not understand. The manager came again and they spoke in Spanish, something we could not understand. We told them how disappointing the situation was, and that it keeps happening over and over. What’s the point of the pick-up if it’s a quick service and then you get it wrong over and over? The manager didn’t even listen to my boyfriend’s explanations. He was just absolutely rude and aggressive, and he ended up telling us we should pay the $2, but he’d make it up because he was busy. It wasn’t even about the money but the principle, and of course, listening to the customers and showing them some respect. The quesadilla was the worst one I’ve ever had… it was made in a rush, full of oil and remnants of burnt black meat. We are definitely not getting back to...

Quality of food at this branch is very disappointing. Thought I'd give the Helensvale store a few chances to redeem themselves since they only opened about a month ago. However, my family and I have been served stale nacho chips without fail the three times we have ordered them. We would have taken our orders back and notified them if we had eaten at the store, however, we have opted for the drive-thru each time.

The staff are polite and all but that does not excuse the poor calibre of food. They have been very stingy with the meat in the enchiladas every time - I definitely do not believe that anyone should be paying $15 for two pieces of chicken in an enchilada. If other stores have been running low on meat, they have let us know and have offered to grill a fresh batch. I would expect the same from this store, provided it would take more time for our order to be ready, I would prefer that then paying the same amount for an unacceptable standard.

Was looking forward to the convenience of the Helensvale GYG opening, especially with the drive-thru, but I agree with Ray Harrison in the review below - it's back to Coomera for me too. I suggest that anyone reading this do the same, they are generous with all ingredients and have been consistent...