Guzman y Gomez - Browns Plains — Restaurant in Logan City

I never felt so humiliated my whole life as I was at this store. Here are the order and time stamp details if someone from the Guzman Y Gomez customer management team are serious about my feedback and this review are interested in. Bill Date: 26 Mar 2022, Time: 07:37 PM AEST and Order No. 3224. I had ordered my regular order - I really mean it is my regular as I have ordered the same for the last 10+ years at GYG across Australia, including many times at Browns Plains, QLD GYG. I have placing my order at the counter and paying through EFTPOS, I waited for good 20 mins for my order to get ready. I know that is unusual but being a Saturday evening, I thought it was taking longer than usual. Then I walked up to the counter and I tried to catch the attention of someone to see what is happening. It took 10 mins to even to listen to me. Finally when I got some attention, I asked the young lady, who apparently was the shift lead at that time, as to what is delaying my order, showing my receipt. Her response without even looking at the receipt was, I called for you and you did not respond. Which is true lie as my order was never prepared. After, I politely asked the young lady to recheck, she told me that I had under paid my order. I was shocked as to what she was saying. After we both checked at receipt, there was a mention that I laid $6:00 and that $8:00 was owed. She immediately walked up to the front register/order receiver along with another lady in shift at that time. All three of them took few minutes going through my receipt and God knows through their counter display screen. Then the apparent shift lead walked up to me and said if she can take my receipt and then after taking it from my hand, all three of them went through it and the shift lead walks back to me and says that I have under paid the EFTPOS by $8 and blames me that my account had insufficient funds and therefore I could only pay $6. I know that she is speaking is rubbish as I have atleast thousand dollars in my account associated with my account and also it is impossible for someone to do partial EFTPOS. When I asked her how on earth can someone do partial EFTPOS payment, she snatched the receipt out my hand and then went to the counter and got $6 cash and she said that I must immediately exit and that I can complain it to anyone. Hope someone from GYG reads this, verifies my loyalty account with GYG and does something about such an arrogant shift lead who not only knew that she and her front order taker has screwed it up but also had the audacity to blame it back on me that I under paid an EFTPOS which is technically impossible but was insulted after 30 mins...

Negative 5 if I could. Customer service is disgusting. I’ve thought about writing a complaint the last three times I’ve been there. Won’t be going back ever again. Last time the mangers was so rude after explaining to her that the order the gave me was wrong, she didn’t want to hear it. This time I waited in a queue for over 20minutes to get my food. My chips were basically frozen and I paid more for what I ordered as they got that wrong also. I then had to wait again in a queue to let them know. But this time I had to wait at the speaker twice for the staff to “speak to her manager” and then be spoken to as if I was new customer that drove in. I explained what happened again. All this took up another 5 minutes of my time to then wait another 10 minutes in a queue. I asked for corn chips and queso and got corn chips, hot chips and queso? No apologies, no compensation for the almost 30 minutes of waiting in queue’s at their store. They took the chips and queso back hopefully they didn’t serve to any customers behind me and replaced my chips for yet again. The “large” queso was basically empty (convinced they did this on purpose) didn’t even last the bag corn chips. I asked for a copy of my receipt and was told that I would have to wait in the bay but this time I was so frustrated at their poor customer service to be told “I get you’re hungry”. Not a single apology or compensation for my time and their screw up. Certainly could have gone without my dinner tonight if it meant I did not have to deal with that. Fix your staff and teach them basic customer...

What a disaster Drive through sat 25.11.23. Aprox 7pm Female half way through my order cut me off from ordering I went to pay and finish my order Pick up window i asked where my currios where they said not on order I said i ordered them and female verabllly acknowleged the currios Pick up window said i had to go back into que i said it was their fault I said its your staff fault Staff asked if i wanted to speak to manager i said yes Manager not ant good at customer service She also said i had to go back Through drive through if. I had no cash I asked the manager to go and ask drive through person if i had adked for the curros I felt like that they thought I was the one juat not wanting to pay The que was too long to rejoin the que. When i had already ordered the first time. When i got home the crunchy chicken Tenders were not crunchy at all I do think had they seen a oven at all. Then they was no mayo for the tenders And no cheese on the nachos . The ice cream was very nice Heads up People make mistakes hiwever. When the manager dosnt care about the inconveince it causes the customers then your business will suffer in the ling run Ive run a small business for 13 years and never treated. A customer like I was made to feel tonight. Please. Train your managers in postive Conflict...