Guzman y Gomez - Hamilton — Restaurant in Newcastle-Maitland

I ordered 2x burrito bowls and they were both served with rice that was extremely undercooked. The chicken was also overcooked. Both burrito bowls had minimal toppings - I paid extra for guacamole to receive the smallest amount. I have had GYG a fair few times to say I know how much should be in my meal.

It was really unpleasant to eat. I had two mouthfuls and thought there was no way I can continue eating this so I took it back up to the counter and explained to the employees what was wrong with our meals. I received no apology from staff. I waited around 30 minutes in the store to receive my new meal and did not receive an apology for waiting so long. When I tried my replacement meal the rice was a mixture of undercooked rice and properly cooked rice. After this experience I am really put off by GYG.

Overall the GYG at Hamilton Newcastle has poor customer service and poor food quality + quantity. I recommend any other store but this one.

I am still waiting to hear back from my...

Hi there, I feel like every Sunday night, whoever people works in the kitchen has no idea of how they been working. Every time I have ordered this bowl either chicken or beef , there is always missing chicken, next time avocados and next time beans like every single time only on Sunday night. I have complained but then they say you can complain through this website and once you complain about it then the website response saying this website is no more working . Seriously kotara Guzman is ruining the brand and messing up with peoples order. No more I have ordered when I can get same food from other equally priced restaurant such as Taco Bell and mad mex. The manager really needs to step in to see what is happening. Just because people does not complain or post means they are happy with your food service. No...

The food is great. Keeps getting better every time. Try the slow pulled beef. It’s so good with the combination of the medium sauces. Amazing and filling. Finally a restaurant that fills people’s tummies up.

There are a few down sides through. The order taking staff aren’t the nicest and sometimes rude, I’m Asian so that might be it, but they need to be nice to everyone if they are in customer service environment who are in the front line. I don’t know, maybe it’s just me but it happened twice with two different people. I can evade this by using the amazing app they created. I’m loving it and no more facing the order placement ladies at Hamilton, NSW.

Staff in other locations have been warm and inviting though and I’m thankful for that.

Loving Guzman Y Gomez and will keep...