Guzman y Gomez - Toowoomba South — Restaurant in Queensland

This business is completely lacking in anything resembling customer service. I ordered meals for 4 people through the app on 31/08. When we arrived to pick up our order, the girl was shouting out numbers and dumping bags on the counter without checking anything or acknowledging anybody. When we arrived home we found that one of our meals was missing. I tried 5 times to call the store to try to sort it out, only to be greeted with the same message stating that all staff were busy preparing food- Not mine, obviously. It also directs you to contact their customer service line if there is an issue- This is apparently only manned 9-5:30 Monday to Friday. Handy for a business that conducts the bulk of it’s trade outside of these hours. I left a message- still waiting to be contacted 2 days later. No dinner for me. I then tried the feedback section of their app- also silence 2 days later. So, this afternoon I went back to the store to sort it out. I asked to speak to the manager, the guy on the counter seemed hesitant to get one, so I insisted. After about 5 minutes a “ Duty Manager” came out to speak to me. I told him what had happened- stood there looking at me blankly. I stated again what had happened. No apology forthcoming. “ we can prepare the food now?” Was all he could offer. I said it’s about 2 days late. I told him I wasn’t leaving the store until this was sorted out. I asked for my money back- could tell he was very uncomfortable about doing this. He finally provided the refund. Not once throughout this exchange did he ask any questions or offer anything in the way of an apology. I can understand young staff being lacking in customer service and training, but for a so-called manager to be completely lacking in any type of communication skills deplorable. I wonder if I will ever be contacted by their Customer Service Team, who so highly value us and...

Went in on a Monday evening and got 2 chicken nachos, one as a meal. The music was so loud it gave me a headache in the 15 mins or so that I was waiting for my order. I was served really quickly at the register but it took ages for my food to make it out. Now, with the set up you can see and hear everything in the kitchen. I heard the guy packing the orders call for my large chips a half dozen times, meanwhile a bunch of small chips kept going out on other trays (some were orders taken after mine). This wouldn't have been an issue but I could see that the rest of my food was already in the bag waiting and even the guy calling for my order wound up telling them to hurry up and give him the large chips before any more smalls. I paid $2 for sour cream on both nachos, I kid you not, you could see a line where someone had scraped something white across the top of the food, but there was no sour cream there. It would be more appropriate to call it essence of sour cream, and definitely no business charging for it. It wasn't even a line of sour cream. I would absolutely believe it if they told me they put a line of sour cream on it and then scraped it off. Also, there was barely any cheese in the nachos. Maybe enough I could say they grabbed a pinch between 2 fingers and sprinkled a dusting on it. Naturally, they were cold by the time I got to my car with them, though the chips were relatively warm. I couldn't make myself finish the nachos and ended up throwing them out. The chips tasted nice though. Good seasoning and at least they weren't stingy with those. 10/10 not worth the money or time waiting. And before anyone mentions they must have been busy, they had a couple of online orders being picked up, 2 people taking away and one table of people. I have worked fast food. When you have 5 or six staff on that...

There's something about this place that just keeps pulling people in—like a magnet for the hungry and the hurried. It’s always clean, always packed, and undeniably a fan favourite in the area. I mean, if you’re looking for a place that knows how to deliver on the “fast” and the “food,” this is it. It’s become my go-to spot when I need something that’s not just going to fill me up but knock me out with flavour. You know, the kind of meal that makes you sit back and reconsider your life choices, but in a good way.

My usual? Oh, it’s the large Spicy Chicken Grill Burrito, of course. And not just any burrito—I'm talking about the one drenched in Smokey Chipotle Salsa. I like my food to bite back a little, but let’s be real, it’s still light work for me. They could probably crank up the heat a notch or two, but that’s just me showing off my iron stomach. And if you’re feeling a bit fancy—or just have some extra cash to throw around—do yourself a favour and get the fries. These aren’t your average, run-of-the-mill, soggy potato sticks. No, these fries come with a seasoning so good it should be illegal. One bite and you’ll swear they’ve unlocked the secret to happiness.

But let’s not forget the real MVPs here—the staff. They’re the unsung heroes of this culinary adventure, always friendly and ready to serve with a smile. Honestly, between the food, the service, and the vibe, it’s a wonder I ever leave. If you’re in the area and your stomach starts growling, you know where to go. Just be ready for the flavour bomb that’s about to go off...