Guzman y Gomez - Fountain Plaza — Restaurant in New South Wales

After getting rebuked for trying to collect my order when the app said it was ready, (ready in the app means ready for you to go and stand and wait for 5 minutes to be called out) got home to discover the mushroom burrito we ordered was actually a chicken burrito.

Hats off for successfully getting a vego to eat chicken for the first time in 20 years!

Furious, I drove all the way back to the store and was brushed off with a casual 'yeah we realised there was a mix-up' from the manager on duty (who was also the one bagging the online orders so was likely directly responsible), I had to pretty much demand an apology, only to be offered to remake that one burrito. Forget about the rest of the meal all sitting at home going cold.

I took the matter up with GYG head office as I thought surely this wouldn't be representative of the chain's approach to customer service as a whole, and maybe I had just got the wrong person on a bad day. Well, the disappointment continued as I was told I couldn't receive a refund for part or all of the meal as I didn't take photos! This was infuriating as I returned the incorrect burrito to the store, in person, and the store had acknowledged fault to my face. GYG eventually admitted the store had taken responsibility but photos are the policy regardless! Note if you have an issue in store you will need to collect evidence, even if the store acknowledge fault. That sure builds confidence.

I was given a small token of GYG dollars in 'good will' but not enough to pay for a single burrito let alone refunding part or all of the meal.

Our family now been going to Mad Mex instead. A little bit more out of the way when we need to collect a quick takeaway order, but being made to feel like a valued customer makes all the difference.

We won't be going back to GYG.

(Edit: Noting the generic response from GYG. I can only imagine they didn’t read the review as If they had, they would know I have already contacted their customer complaints team and been unsatisfied with their response.

I don’t know what would be more insulting, asking me to submit another complaint or not reading my review and just pasting a generic response to give the...

Mouthwatering Nachos Bowl: A Taste of Mexico in Every Bite!

As a connoisseur of Mexican cuisine, I recently had the pleasure of indulging in the Nachos Bowl at GYG. Let me tell you, it was an explosion of flavors that left me craving for more!

From the moment the bowl arrived at my table, I was greeted with a tantalizing aroma that hinted at the deliciousness to come. The presentation was impeccable, with a generous heap of crispy tortilla chips layered with savory toppings.

First, let's talk about the quality of the ingredients. The tortilla chips were perfectly crisp, providing the ideal base for the medley of flavors that followed. Each bite was a delightful combination of creamy melted cheese, tangy salsa, hearty beans, and perfectly seasoned grilled chicken. The freshness of the ingredients was evident in every bite, and the portion size was incredibly satisfying.

What truly sets this Nachos Bowl apart is the attention to detail in the flavor profile. The balance of spices was impeccable, with just the right amount of heat to tantalize the taste buds without overpowering the other ingredients. The addition of fresh cilantro and jalapeños added a refreshing kick that elevated the dish to new heights.

The service at GYG was also exceptional, with friendly staff who ensured that my dining experience was nothing short of stellar.

In conclusion, if you're craving authentic Mexican flavors in a satisfying and delicious meal, look no further than the Nachos Bowl at GYG. It's a culinary journey that will leave you coming back for more time and time again....

I made a GYG account on the 6th of Feb with a new number and couldn't see my free burrito in the app. I called someone named Trinity and she said once I get to checkout I should see it there. I didn't and ended up paying $17.40 for a burrito at GYG at Fountain Plaza. I get there and explain to an employee named Thomas about my situation. He apologies and tells me to come in tomorrow and if the burrito isn't on the app that he can give me one for free

So the next day after work, I returned to claim my free burrito only to be told by the manager that what Thomas said isn't right and any app inquiries have to go through the app support, and I will not be receiving a free burrito

So I spent money I never should of had to spend, I spent 20mins after finishing work to get here and am told that what I was told last night is wrong and I'm not getting a free burrito

I feel scammed quite frankly, plus the manager acted as if I was lying and exclaimed that he was there last night and didn't tell Thomas that. I've wasted an half an hour getting here and now have to go back empty handed. I have emails and have only recently got this phone number so there's reason I shouldn't have a free burrito

More annoyed at the fact the manager said he couldn't assist, I'm unsure why he couldn't just make me a burrito and take accountability for what his employee said. It really didn't make sense how he didn't care that his employee lied to me essentially, or the manager just didn't feel like giving me a burrito

Really disappointed, you guys definitely...