Guzman y Gomez - Southport Village — Restaurant in Gold Coast City

Last Thursday 23rd October I ordered my usual beef brisket burrito from the drive through at Queen Street Village Southport, which I get twice a week. When I returned home I found there was a lot of rice in the end I started eating from. I continued thinking most of the other filling must be lower down but I found there was very, very little beef and very, very little tomato mix. I called to notify them and was told they had new staff on that must have got it wrong. No offer of replacement or refund was given. I popped into the outlet last night to speak to a manager and after waiting for some time to be served, I spoke to who looked like the individual in charge. I informed him of my concern and showed him the photo attached. He ended up reluctantly agreeing to giving me a replacement after he told me that I “need to understand that there is 100g of meat” in the burrito. I said there would have been far less than this and that it was mostly rice. When the order was ready he handed it to me without a word. I thanked him and left but then returned and told him that I’m a regular customer and that his attitude towards me was very rude. He again said nothing and I left. I shall never return to this store or buy from Guzman y Gomez again. And from the negative reviews here I am not the only one to receive...

Thank you GYG Queen Street Village! I love having you as my local GYG and appreciate the warm, friendly service and fresh, tasty food.

I have been a regular customer since the store opened, visiting at least once per week. A few months ago I wrote to GYG head office expressing my disappointment at the poor standard of service despite the store having been open four months at that point. As a former restaurant manager for a national chain I do understand the challenges of opening a new store with a crew of inexperienced, mainly junior staff during an unprecedented period of low unemployment that has created a labour shortage.

I am pleased to say that in my experience the initial challenges now seem to have been overcome. The service has improved substantially. (To be clear, warmth and friendliness is not the only component of service. Some degree of competence and efficiency is also required.) The store seems now to have found its stride, with a new culture and positive vibe. This is no doubt due to concerted effort on the part of managers and crew to improve standards across all aspects of the business.

Well done guys and congratulations on creating a workplace and customer experience to be proud of. Your efforts are noticed and...

Absolutely disappointing!! Ordered a nachos with shredded chicken ( why are there carrots in it?? ) and a chicken quesadilla ( meal) with a sprite! I was asked dine in or take away, I chose dine in, she gave me a table number. We waited and waited, 20 mins later I checked. Others were served their food on a tray outside where we were sitting. Someone found our order in a take away bag in a draw, the server said it’s been in there for 10 mins. Then the “manager” who I asked to check on this made me the problem by telling me she came out and yelled out!! Funny how everyone else got theirs served AND we had our table number 10 right there! She was full of justification and absolutely no customer service! I was so looking forward to a decent nachos, what I got instead was a whole lot of nothing with a bad taste in my mouth, and it wasn’t from the food, which I dumped in the bin!! Ps. Even after all that, we still got a take away bag!! Unreal. By the amount of bad reviews at your franchise, I would suggest management or owner needs to take a look at what’s going on! $30...