Guzman y Gomez - Rutherford — Restaurant in Newcastle-Maitland

Not about food, but bad experiences as a past worker.

Just to start, most people in there were lovely and very open to helping, but there were many 3 or 4 co-workers who, it felt like, went out of their way to mess things up.

I am not a very loud person and was unable to yell loud enough to be heard across the noisy kitchen and be heard by more than the person next to me. Which, obviously, makes rush difficult when the people next to me would rather gossip or ignore me. I tried to get things myself and would get yelled at, "you should ask for them. It's faster than walking". Yes it is, but only if you hear and acknowledge what I said. I was even told at one point, about half way through my time there, that I "wasn't allowed to touch" the things I needed when I tried to get them myself (this one happened when there were no orders sitting around and I was the only one on line at the time) On my last shift, I was told by one older co-worker, that to "speed things up" I would "actually tell people what I needed". I didn't think anything of it as this co-worker was always rude to me, acting like she was in charge when I was already being helped by the shift manager (being only a few shifts in). When rush started, I stood at the start and she stood at the end of the line, with one of the cooks in the middle (usually there is no cook in the line, but it was short staffed that day). When I needed something, I did what I usually do, I got the attention of the person in the middle and asked them for what I needed. I got "You need to say it loud enough so Kaz can hear you" (any other co-worker would either get the item (it being right in front of their faces) or ask the person next to them and pass it along) and then he continued what he was doing. This happened a few times over the next few minutes and the order items got longer. Eventually the shift manager had to come over and help me, she call out the items that I would need. The co-worker at the end was not happy and was in a bad mood for the rest of the day, banging trays around and swearing. Before I went home, the shift manager talked to me about telling the person next to me when I needed something, like I normally did. I was too upset to tell her at the time that I had tried that, and had been ignored. I didn't get anymore shifts after that, I didn't quit and I didn't get fired, there hasn't been a single message anywhere from anyone. And it wasn't this situation that caused it, because I had gone from 3 shifts a week to 1 over the previous few weeks. So I don't know what...

We can't even contact this organization since they don't allow telephone or email contact.

That, says a lot about this company.

After a whole year from my last post (see below), I figured I give this store another chance to "not screw up".

They failed!

Aside from never again will I ever visit a GG:

Firstly, when serving 3 tacos, don't drop toppings on them like they are a single serving, they are not (see photo).

Secondly, treat each taco as a separate serving and top properly.

Thirdly, if you can serve Nachos with toppings in a container, you can also serve Nachos without toppings in the same container. Instead of puting them in a bag.

When I asked for this, the low IQ manager (Lexi) said they could not because of “Health and Safety”. Which, of course, is nonsense.

I thought maybe after responding to my last post, a year ago, the upper management took upon themselves to retrain their supervisory staff and similarly stop hiring low IQ workers.

Nothing has changed. So Never Again!

Older Post: As usual, this place along with most stores suffers from company's organizational structure which trickles down to district managers and then store managers.

It should not be acceptable to senior managers that there are so many similar complaints which in my opinion stems from lack of clear organized prep and service, leaving much of decision-making to incompetent managers and incapable staff.

Like every other time, they messed up my order with messy and under-served hard tacos.

The Guacamole was tasteless and to top it off they left Avocado skin in the Dip (see photo with arrow) and the Avocado was left in really big chunks (see photo with circle).

This company seems to need an organizational restructure with better training for senior management and diligent coaching of store managers.

There must be a system to vet unqualified applicants, when it appears anyone with an application at hand is hired. Then trained by the incompetent staff to be...

Guzman was definitely a favourite for my partner and I for awhile but for the past couple of months every time I go there, there’s always something wrong with my order. I always pay for extras and they never seem to put them on. I ordered a burrito bowl with extras and paid for them. I even had two types of meat and got the receipt. They had run out of brown rice which was fine and offered alternatives to help resolve that which was nice of them and the girl I spoke to had really nice customer service. The problem was when I got home and opened the bowl to find half of the extras I had paid for missing again. No chicken, no jalapeños, no salsas. It happens almost every single time I go there now and it’s so disappointing as I’ve always loved Mexican food and was really hoping for a nice dinner. I just wish that they would read orders more carefully as I’ve always paid good money for good food and it never seems to happen. I work in food and it’s not that hard to read an order receipt to get it right. I have wasted so much money paying for extras and they always miss at least one of them. Please make sure your staff read orders more carefully as I’m sure I’m not the only person with this issue as it happens...