Guzman y Gomez - Victoria Point — Restaurant in Greater Brisbane

ZERO CUSTOMER SERVICE. Ordered a Chicken Salad and a Spicy Vegetable Salad tonight 15/12/22. The Chicken salad was good, no issues. The Spicy Vegetable Salad was missing guacamole and the salad was essentially mescalin mix with a sprinkle of salsa and a hint of onion, and very little Chipotle sauce ,(compared to the 2 previous occasions), which was ordered on the side. We order the sauce on the side as there's not much otherwise. We had issues with this store from day 1, with the guacamole not being included before, but didn't complain. We just gave this store a miss for a while, and drove much farther to the Capalaba store, which also on a few occasions, left off the guacamole. We again tried the Victoria Point Store, and the first 2 orders were good. Tonight's order was again missing the guacamole and the Salad was almost pure mescaIin mix. I rang and Aleshia answered. I asked to speak to the manager. She told me she was the manager. I gave her all the relevant information she asked for, and explained the situation. She immediately took a defensive stance and assured me she had checked both meals. She said we should have checked the meal before leaving. How many people would actually do this at a drive thru at night, and in a hurry, I wonder? She granted that the guacamole may have been missing but assured me the rest of the order was correct as she had personally checked the order. She gave me a full description of the salad which included mushroom and other vegetables which were not present on our salad. She asked for a photo of the salad, which was, of course, eaten. She then stated she was the Shift Leader. I pointed out that she had said she was the Manager, no reply. I said we would not come back to this store. I then spoke sympathetically, acknowledging that it is mustn't be pleasant for her when people complain. She then hung up on me! So, no offer to correct the order, just defence. I feel for the poor staff who are obviously not trained correctly in customer service, but definitely won't...

What a joke of a restaurant! Tried it for the first time last week. NEVER AGAIN!! I highly recommend burrito bar which is 100mts away, have been going there for 12months+ and NEVER been disappointed. I recommend anyone considering trying them to not bother I ordered 2 x med chicken enchilada meals not only did it cost $44 but when I got home we had 2 completely different meals (the manager is actually the one who served us which says a lot). Neither myself or my son like what we were given at all so for $44 we had toasted sandwiches for dinner. I was going to go back to the store or call them but it was getting late and was no point because I was not going back out again so I sent them a polite email letting them know what had happened. 2 days later I got a automated response asking for photo's, proof of purchase, times, what we received bla bla bla So I replied back with every demand they asked. Have had NO REPLY What a joke Had a similar situation with KFC 6months ago and sent a email very similar Within the hour I was e-mailed a voucher to replace my whole meal. Guzman y Gomez could learn a thing or 2 from them...

My biggest recommendation is don't bother! Go to burrito bar if you really want Mexican or any of the other 10 food stores...

Today. Hadn’t visited this store for awhile but always loved their food and vibe. First thing I noticed was complimentary condiments station had been done away with - obviously necessary during Covid times… but now just a cost saving measure!?! Have all G&G stores done away with this attractive feature… or just VP?Ordered a small Nachos meal - the one and only menu in the place indicated a total price of $15 - the cashier rang up $17.90…. including a charge of $.50 for sour cream that was never mentioned by me. I let it slide. Went and sat down - meal was out within about 90 seconds… in a bag. Chips just barely warm - took them immediately back to counter and asked for a replacement - hot! Nachos in a similar just warm condition - not good and the corn chips were approaching stale! I then realized that this was no longer the restaurant where I had enjoyed hot & tasty meals in the past. Whilst sitting there eating my very average luke warm nachos and my newly redelivered hot chips I browsed recent reviews on the place and saw that my experience was far from a one off… and of course lots of Holas and rebuttals from the owner about ‘that’s not how they roll’. Gave 2 stars for the great Mexican soft drink. Guess it’s back to...