Guzman y Gomez - Robina Drive Thru — Restaurant in Gold Coast City

Complaint Regarding Order Placement and Cancellation Policy

Dear Guzman y Gomez I am writing to formally writing a complaint review regarding a frustrating experience I had while placing an order through your app.

Early Friday morning after finishing a overnight shift, I placed an order through your system, only to later realize that the selected restaurant (broadbeach) was not yet open. Despite this, the order was accepted, which is highly concerning. Your website states:

"Unfortunately, we can't cancel orders once an order is placed. The order is sent directly to our restaurants so we can start preparing your food straight away!"

However, in my case, this statement is inaccurate, as my chosen restaurant was not even open for another 45 minutes. It is unreasonable to claim that food is being prepared when the restaurant is still closed. In an attempt to resolve this issue, I immediately visited GYG (Robina) to request a cancellation or a location change for my order as the restaurant is not open. Unfortunately, I was informed that my order could not be altered or refunded, and was instead asked if I wanted to purchase from Robina and to drive forward in the drive-thru. This situation demonstrates a serious flaw in your ordering system and customer service policies. Accepting orders for restaurants that are not yet open creates unnecessary inconvenience for customers and goes against the spirit of fair service. Additionally, refusing to modify an order under such circumstances is unacceptable. Especially being unable to update an order on a restaurant that is not even open.(Most of the fast food services provide alternate changes and an example is McDonald's (if you order from the wrong location they can switch it to there location) hungry Jack's Red rooster etc)

I kindly request that you review your ordering system to ensure restaurants are not accepting orders when they are closed. Additionally, I would appreciate a resolution regarding my order, whether in the form of a refund or an appropriate credit. I look forward to your prompt response and a fair resolution to this matter.

I have left a review on both Robina and broadbeach 1 star and will rectify and adjust this review depending on result outcome as this is fair outcome for both parties as we both feel at loss currently.

Sincerely,

*P.S your complaint form on your website imits you to a thousand words and reduces backspacing and editing

Your overall store rating will soon...

Extremely DISAPPOINTED!! We always order the same meals from our local Guzman y Gomez and are very happy. Tonight, we were at robina and decided to go here for a change and go through the drive-thru for convenience....so we ordered nachoes, and our tacos got it home, and tacos fillings were not even visible. What fillings?? Half of it was in the takeaway container, not in the tacos. The nachoes had a small teaspoon of guacamole and not any tomato salsa at all that it's supposed to come with it. Hardly any chicken and loads of black beans, and it was messy like it had just been all thrown in, AND we also asked to add sour cream, and we did not even get that!! Completely disappointed. This is not acceptable! You need to train your staff. This was not what I paid for. We come for your authentic food and received sloppy untasteful mush . It was really disappointing. I should have read the reviews beforehand about the Robina drive thru, as there are a lot of disappointed customers . And i see that the admin reconise it with the same generic response to every review, yet head office fore Guzman y Gomez dont seem to take it seriously as nothing has improved. I hope one day they put their staff through some thorough training and value their customers and have some pride in their traditional food. Unfortunately for now, I'd recommend not to waste...

Genuinely the worst service I've ever experienced. This is a prime example of quantity over quality. Around a dozen employees at 5pm before the dinner rush all standing around looking bored and like they couldn't care less about their jobs. Made eye contact with half of them and stood at the counter for almost five minutes before anyone bothered to come serve us. I don't have anything against non-native English speakers, but talking to the server was like pulling my own hair out. I ordered three tacos with sour cream and no Spicy sauce. Said it clear as day. She didn't seem to understand and was looking to her coworkers behind her for help, but they stood and laughed at her. Finished the order, it was $30 for three pathetic little tacos in a large meal. Got the order after about 5 minutes (only redeeming quality) and it had no Onions, no tomatoes, a tiny drizzle of sour cream (we paid extra for it) and Spicy sauce on all three. Could barely enjoy it or eat it for that matter. I'd rather go to Zambreros for a burrito that costs half the price and tastes infinitely better. I feel bad for the company, the customer service makes it an experience not to come back to. This comes from a...