Guzman y Gomez - Kotara — Restaurant in Newcastle-Maitland

Poor Service & Unfair Treatment of Delivery Drivers

I placed an order and left work, expecting it to be ready at 5:15 PM, as estimated by the app. When I arrived at 5:20 PM, the app already showed “order ready,” but the staff told me they were still making fries—which I never even ordered. Clearly, they marked it ready early just to manipulate their average prep time—I get it, I work in retail too.

What really stood out was how they treated a DoorDash driver. They were forcing him to start the delivery while still inside the store, which is just rude and unnecessary. Drivers should be allowed to start deliveries at their own convenience—like after safely placing the food in their car. If there’s no verification code required, the staff’s job is simply to hand over the food, not dictate how deliveries should be handled.

And if they’re so concerned about process efficiency, why falsely mark orders as ready when they’re not? No attention to customer experience, and nothing special about this location’s GYG food—same as everywhere else. Zero...

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...

As a delivery raider I believe I deserve respect as well. A lady asked me to to bring thermal bag and brought it. She asked me to varify the order I did it.

Then, without giving me the order she told me to do confirm pick up. I replied “I have not picked up the order yet, how can I confirm? I am happy to confirm pickup once you hand over it to me. She rudely took back the order from the table.

I believe confirm pickup means I have already picked up the order. Then why should I do it when she didn’t even gave me the order ? If my English is wrong please correct me.

If she said Please do it I would definitely do it but I promise she was rude. She pretended as if I am a thief.

I feel sorry for the other delivery raider who get this type...