Guzman y Gomez - Nerang — Restaurant in Gold Coast City

Very disappointed with our order. We ordered via uber eats - our order was not completed, we were missing a large chips and 2x dipping sauce for churros. We then placed another order, asking to make sure to please to add the dipping sauce and once again this was forgotten. We tried to call the store but after trying on several occasions, our call was left unanswered. We went to the store, where we voiced our concerns/missing parts of the order. The lady offered to give us 2x sauces, when we had 4x sauces missing. We had to ask ourselves to please have the churros replaced which by now were stone cold. We then also had to ask for the 2x additional sauces. It was really disappointing that not only our order was not completed twice, but for the lady did .not offer us anything in return of the inconvenience. This is unfortunately a representation of very poor service. We asked the lady how this mistake could occur twice. She explained that they are currently cross training new staff members. Whilst we can understand that training can be demanding, this should not be done on a Saturday night when it can be expected that the store is busy/under pressure. Unfortunately we will not be ordering from here again. We tried to rectify their mistake and were still left to be very...

Recently went using an app order for the breakfast menu, and unfortunately when picking up our order the bag ripped and spilled the food and drinks on the ground. Unfortunate right? But no biggie the lady said they'd make it again and we parked in the waiting bay.

A few minutes later we were told that because the breakfast menu had ended from when we placed our original order they wouldn't remake our order that we lost through no fault of our own. For reference it was 10:35am. So 5 minutes outside of their arbitrary menu times.

On top of that we were told that because it was an app order we couldn't get any sort of compensation for it and the guy telling us this didn't even know what the process of getting a refund through the app was. The process turned out to be convoluted to say the least and we won't hear back about it for up to a week apparently.

So all in all, drove away from their store today $40 down and with nothing to show for it. Don't usually complain online about stuff but felt pretty mistreated that they wouldn't remake something we paid for because of their dumb...

you never know what you're going to get lol! I order the cali burrito every time and it always comes different. Staff are short tempered and make out like you're an idiot when you're just trying to be specific with them when ordering it.

Just had the worst burrito of my life just got meat and chips in it no sauce nothing. It was supposed to have a salsa with diced tomatoes in it and there were like 3 tiny little cubes of tomato in the whole thing must have gotten in there by accident as well because ?!

!UPDATE 1 year later went to go back and after 1 bite of my nachos I had to throw the whole thing in the bin. Why has the quality gone down so much? The pulled pork used to be stringy and had a brown colour... now it was white like it had been steamed? no sauce and it came in clumps like a ball. Absolutely disgusting looked like cat food. I'm dumbfounded why there is such a big line any time I drive past, the chips are good and that's it.

This one in Nerang specifically has the worst access for a drive thru...