Guzman y Gomez - Leopold — Restaurant in Leopold

Worst customer experience ever had, would give 0 stars if possible - not someone to write negative reviews, but I feel this experience is worthy.

The Leopold GYG is a 30 minute drive, but was chosen by my sister for her birthday dinner, so we decided to give it a try.

Ordered on the app at 5.59pm on a Thursday, about 5 cars ahead of us and it wasn’t until 6.25pm that we made it to the ‘hand-out’ window. Was told to head to the waiting bay after already waiting 25 minutes, which we did.

After another 25 minutes waiting (now 6.50pm), at least 15 cars had driven through from behind us, and over 10 different walk-up orders had now been severed, we went inside to ask where the order was.

Asked to talk to the manager, who after being informed spent at least another minute doing something before he turned around towards us. We then asked about our order, having now waited roughly 50 minutes for a $70 order, with the manager stating that it is still being made, that they are “understaffed” (could see 9 staff members in the kitchen) and “training new team members”.

After another 3/4 minutes waiting inside the store, we received the meal - absolutely NO apology by the manager on duty.

Disgusting service and clearly a change of management is needed. Will not...

I know when you get Mexican delivery you trade authenticity for convenience, and I accept that tradeoff. I ordered delivery from GYG last night (7pm on a Saturday) and was prepared to pay the high cost of $40 for a burrito meal and a sundae for the convenience, but I also expected a meal that tasted worth that price.

In comparison to other Mexican fast food across Geelong, my meal arrived with basically no flavour. The pulled pork doesn't appear to have been cooked in sauce or spices, and the only sauce in the burrito was the liquid that comes out of a can of beans, which permeated through the rice. I was able to mostly salvage the taste by pulling the burrito apart to scrape out the beans and smother it in aioli, but was disappointed to have to do this to be able to eat it.

On the plus side, the chips that came with the meal were well seasoned - I wish that had been used in the preparation of the pulled pork.

Service was quick and food arrived warm enough to eat, and the burrito itself was well wrapped, so no complaints about the staff. Just a shame it was mostly...

Probably a ‘one and done’ for me unfortunately, which is a shame. I figured I wouldn’t go in the first week of opening just to let them iron out any teething issues, but obviously they’re still sorting those out.

Pre-ordered from the app at 6:56pm for a 7:16pm collection; they sent it through to the kitchen at 7:06pm (good) and I finally was able to collect at 7:36pm (not good).

I could cop staff shortages as a legitimate excuse if there weren’t three people on the front counter staring blithely out into the distance at any one time. I could also cop a 20-min delay if there was even a little acknowledgement or apology when handing over the food (there wasn’t).

I obviously accepted it with a smile, because being rude with fast food workers is pretty awful, and this seems like the best line of feedback. As for the food itself – my enchilada, while very filling, was cold in parts and almost impossible to cut through with the provided cutlery. The chips were great.

I wish them all the best but it’s back to...