Guzman y Gomez - Shellharbour — Restaurant in Shellharbour City Centre

I get the exact same order every time I go to guzmen.

Consistently the rice is crunchy (like its half cooked) either given wrong sauces or no sauces, Consistently missing drinks when ordered, pay for extras which are never recieved, pur average order is nearly $60, which is alot of money, this is my splurge of takeaway when I want take away.

I called to advise the sauces were not correct & my rice was so crunchy it was inedible. The lady I spoke with assured me if I came down they would make me another one correctly. I went to the counter, a young man asked if he could help me, I told him the situation he walled over and spoke to a lady then went and had a conversation with someone else at the counter. I was just left standing there. I had another lady sent over to question what was wrong with my meal (that I had already explained when I called) then asked me where my bowl was to check, although I had showed her the photos on my phone already and the lady on the phone didn't ask me too bring it down. I had to ask again for my sauces as I had put them both on my original bowl, which she was reluctant to give them to me.

Good news, I got my sauces right this time, bad news, rice is STILL crunchy... what an absolute waste of $20, in the bin it went, for a second time.

WHY is it so hard to make this right? Why would I waste my time in having to go pick up this a second time?

You need to have a serious evaluation of your service and food preparation.

This is not good enough

Update

Got in touch with customer care, they were kind enough to give me a Guzmen credit covering 3/4 of my spend, denied a refund after not wanting to return. Actually annoying, this place was good a...

I went here at 9:30pm lastnight 16/12/24 on a monday night, to what looked like a group of teenagers running the business, laughing and making jokes when i arrived. I was served by a worker, i believe they were female, they wore a black snapback and had pale skin. Anyway when she approached to serve me she didnt say a single word which made it awkward, not even a hi or hello she was just mute and stared at me, so i said hello, i told her my order, i told her the filling i wanted, eventually the only thing she asked was what size and what drink i wanted. Moving over to eat the whole place was dirty, rubbish everywhere so i sat on the cleanest bench i could find. When my food came out my chips were so cold, not even a single bit of warmth, extremely stale, they mustve sat around for awhile, and to to top it all off i went home sick, i now have food poising i assume its from the chicken in my cali burrito, here i am the next day still in bed trying to recover from this terrible experience. Note to self, dont ever go to gyg late, dont order if a bunch of teens are running the business, i usually always see older workers who overlook everything and make sure things are being done right, i feel like last night their was a lack of care from the workers. Ive been to gyg many times over the past few years and this was the worst experience of them all by far, nobody does it as good as gyg fairy meadow theyve never let me down. Probably wont...

I’ve never been a fan of Mexican at all and would usually prefer to go without than have it… definitely a convert now. With my partner in hospital and my mind elsewhere, it’s been food on the run all week. Had GYG’s Tuesday and it was fantastic. Food tasted great, staff were friendly and provided great service. Been back 3 days in a row now. Each time the staff have been great, efficient in taking the order by making sure I was getting what I wanted (spicy or mild?, guac & sour cream?, as a meal?, any drink?, would you like a bag for that? etc etc etc, I know basic things but most places seem to have forgotten the basics). Just all round friendly. Haven’t had to wait more than 7 or 8 minutes even in the lunch rush hour. Yesterday I watched one staff member showing another how to do something, they both were cool, calm and collected, respectful to each other and just got it done… All in all it’s been great being able to get good food from somewhere with staff who definitely appear to take pride in what they’re doing and work well together....