Guzman y Gomez - Mirrabooka — Restaurant in Mirrabooka

Hi GYG Team,

I’m writing to raise a serious concern about the service and food quality at your Mirrabooka drive-thru — an issue that’s happened more than once but most recently involved a staff member named Miran and, disappointingly, the team shift leader as well.

From the start, Miran was dismissive and rude. We asked for a few simple changes to our food, which he was reluctant to do and only followed through with after pushing. We also asked clearly three separate times to have guacamole added to all items, yet it was still missing when we received our order. When we reminded him again, he responded with a defensive and confrontational attitude — like we were inconveniencing him for pointing out his mistake.

What made things worse was the shift leader’s behaviour. Instead of helping or resolving the issue professionally, they came over and essentially backed up Miran’s rude attitude, creating the feeling that we were being ganged up on for simply wanting our order done right.

To top it all off, the food we received was cold and definitely not fresh — which added to an already frustrating experience.

And just as we were leaving, Miran sarcastically said, “See ya, buddy” in a clearly condescending and mocking tone. It was incredibly unprofessional and completely unnecessary.

This isn’t the first time we’ve had issues at this location. There’s clearly a recurring problem with staff attitude and customer service at the Mirrabooka drive-thru, and it’s damaging the GYG brand experience. We’ve been regular customers, but the continued disrespect and carelessness are pushing us to consider not coming back.

I hope this feedback is taken seriously and that meaningful steps are taken to improve both staff behaviour and food quality...

Honestly, I had one of the worst experiences I’ve ever had at this GYG location the other day.

My friends who ordered inside waited over 35 minutes for their food. While waiting for them, I decided to grab something through the drive-thru myself — which took another 10 minutes. When I finally got to the window, I was told I couldn’t use my $10 GYG Rewards credit because their scanner hasn’t been working “for a while” and still hasn’t been fixed.

I asked if I could at least get a copy of my receipt, but the staff member who served me went to check and came back to say they’d run out of printer paper. Another staff member — a young Asian woman — said it quite rudely, with zero care or professionalism. Because of all that, I even had to borrow extra cash from my friends just to complete my order, which was ridiculous.

What really annoyed me most was that, moments later, my friend (who ordered inside) told me she got a receipt just fine — so clearly they did have printer paper after all.

Between the long wait, being unable to use my GYG app rewards, the rude service, and the inconsistent information, it was just an all-around disappointing experience. We spent over $100 in total between all our orders, and yet there was no effort made to help, apologise, or make things right.

I’m a regular GYG customer at other locations, and they’ve always been great — my local store has even offered a voucher when there was a delay or a mistake. That’s how good customer service should work.

This store, however, needs serious improvement — in both staff attitude and basic operational standards. I don’t usually complain, but this was by far the worst service I’ve had in years from any...

ABSOLUTE DISASTER - AVOID AT ALL COSTS

Where do I even begin with this catastrophe masquerading as a restaurant? This place makes a root canal seem like a spa day.

Whether you're brave enough to venture inside or foolish enough to use their app, prepare for an exercise in pure misery. The "service" here moves at the speed of continental drift, and the staff treat customers like we're some kind of inconvenience to their day of standing around doing absolutely nothing.

Ordered through the app? Congratulations, you've just signed up to be treated like livestock! You'll stand outside in whatever weather Mother Nature throws at you while the staff parade past the pickup window like you're invisible. I've seen more acknowledgment from mannequins in store windows.

The food? Don't even get me started. It's like they took everything that makes other GYG locations decent and decided to do the exact opposite. My meal looked like it had been assembled by someone wearing oven mitts and a blindfold. Photo is meant to be 2x the same order.

The complete lack of pride from every single employee is genuinely impressive in its consistency. It's like they've perfected the art of not caring to an Olympic level.

Do yourself a massive favor - if you're in the area and hungry, literally go ANYWHERE else. The McDonald's next door will serve you faster, better, and with at least a shred of human dignity intact.

This place is an insult to food service everywhere. One star is...