Guzman y Gomez - Lake Haven — Restaurant in New South Wales

not a good experience at all tonight at GYG Lakehaven, I had been a huge supporter of GYG Lake haven & Tuggerwb, tonight’s experience has tainted everything.

The last few weeks Lakehaven have forgotten to add hashbrowns to my meals when delivered through the GYG app. I called up each time, spoke with the very friendly and enthusiastic worker, but I forgotten his name but he was a manager. He said he will note me down and for me to come in and they will look after me.

I came in at about 7 pm today, given it’s night time they don’t do hashbrowns, I placed an order for two bowls and told the young man at the register about my name being in a book, but he wasn’t sure what it meant. I waited for the food that I ordered. I spoke to the lady who handed me the food, who said she was the manager on duty. She said she checked the book and I could have two fries, I said thank you. I don’t need two fries, could I please get a serving of chicken, she said no

I explained, I have been a very loyal supporter of GYG, and she said it’s not her fault. I told her I did not want fries. She said she is only following the rules and that the chicken cost extra. I said, it would be nice if you could make it easy, given I had already spoken to the Manager and he said he would look after me and I’m here now.

She refused, then I asked for a refund for the food I had just ordered which was in my hand. She grab the food quickly and was very supportive of giving me my money back and getting me out of the store! She took the $50 worth of food back and gave me cash.

I was shocked, that the lady who served me was in a managing role, very poor customer service service and has tainted my experience with GYG Lakehaven in Tuggerah. Have never experienced this, and I also work in hospitality and retail

I hope one of the twins see this, and train the...

I have just had an extremely disappointing experience with the delivery aspect of my order. I placed my order at 6.55pm, The Uber driver accepted my order so obviously the store made it. The expected delivery time was 7.35pm to Gorokan (2kms) I called the store at 7.05pm to see if the driver had picked up the order yet as I watched him drive into the coles carpark and then leave lakehaven in the opposite direction to my location. The store advised that order was ready but hadn’t been picked up yet. I also contacted the driver and had no response. The time increased to 7.45pm so I called the store again and asked if I could come and get it myself which I did. When I arrived to the drive thru everyone was well informed so no issues and when I got to the pick up window they had made my order again fresh which I really appreciated. Once I returned home at around 7.25pm the driver finally responded telling me that he was on his way to the store. Too late mate! Don’t accept the order if it’s going to take you 45mins to get it delivered. Not cool. The manager and the staff handled an infuriating situation and turned it around. I will be picking up from now on. Shout out to Jade that I spoke to on the phone for resolving the problem and making the...

Very upset right now. They should not be allowed to have an app to order its a joke of an app. I went to change the time only some how it changed the date.I went to cancel the order there is no cancel button. Went down spoke to management last night was told this is a very common thing and regular complaints about it. because of how the app works .but she couldn't do anything had to go through an online form. I did that with my proof. I also tried to speak to them this morning was told the same. I asked if I could get in contact the area manager or him me so i can cancel and get my money back . I was told his unreachable and this has really made me upset. So tonight they will be making my meal but i won't be there as no one has responded,have told them 2 times I can not have it tonight. The gyg website says completely different stuff to what i was told by instore management. Coming from management experience I've never seen anything or heard of anything like it . I find this very unprofessional and disgusting treatment of its customers as its not cheap food. It's a shame because we do like the food but what has happened here I don't think I'll be going back.

AS I STATED ABOVE they are well aware of the app issues from...