Guzman y Gomez - Kawana — Restaurant in Sunshine Coast Regional

Hey Guzman y Gomez, we need to have a real talk. I've been a die-hard fan, handing out 5-star ratings like they were burritos. But my latest visit felt like a plot twist in a telenovela.

Ordered through the app, picked up at 7:46 - right on time, or so I thought. Got to the pickup area, and it was like I was invisible. The GIRL behind the counter was doing a great job of staring at dockets but not so great at handing out orders. Waited for what felt like an eternity, and nobody even looked my way.

The staff wasn't exactly winning any awards for friendliness. Everyone else got smiles and greetings, but I got the cold shoulder. I’m not Sherlock, but it felt a bit off, like maybe they weren't thrilled to see me, for whatever reason. Meanwhile, people who strolled in after me were getting their burritos like it was a race. Not cool !!!!

Here's the real kicker. I've seen reviews mentioning the less-than-friendly staff. It's not just about a one-time thing; it seems like a pattern. Guzman y Gomez, your hiring process needs a remix. We want people who are into customer service, not those who seem to be counting down the minutes until their shift ends.

Fast food doesn't mean sacrificing on quality service. Your customers, including me, expect more. Let's shake things up, bring in folks who want to be there !!!!!!!!!

Finally, when I got my hands on my order, excitement turned into disappointment. The food was cold. Like, Arctic cold. Not the warm, delicious goodness I was expecting. I'm all for chilled vibes, but not when it comes to my dinner. Oh, and don't even get me started on the chicken situation. It was like they were hosting a chicken famine in my burrito. Less chicken than usual, and I like my protein, thank you very much

Look, I get it; bad days happen. But this felt like a bad day turned into a bad experience. If you're gonna serve cold food, at least pair it with a warm "hello" and a smile. It's just good manners.

Now, onto the cleanliness situation. I get it; kitchens can get messy, but the scene I saw on the floor was not a Picasso masterpiece. The kitchen floor looked like it needed a serious date with a mop. A clean environment matters as much as a tasty burrito.

I used to be your 5-star cheerleader. This visit? Not so much. It's a reality check. So, Guzman y Gomez, let's step up the game. I’m all about supporting local spots, but a bit of friendliness and hot food wouldn’t hurt, right? We want the Guzman y Gomez we fell in love with, not a disappointment...

I’ve been a loyal customer for the past two years, regularly ordering from this location without issue — until recently. In the last month alone, I’ve had two incredibly frustrating experiences that have completely shattered my trust in this place.

A few weeks ago, I ordered a Cali Burrito via the app. When I got home, I discovered it was missing both the fries and rice — the two things that define a Cali Burrito. All I got was some filling and veg. I let it slide, assuming it was just a bad day.

But tonight was the final straw.

I ordered a regular burrito without cheese as I’m vegan. Not only did the staff ignore my request and include cheese (which was already melted and impossible to remove by the time I got home), but the person at the counter was also incredibly rude. When I tried to confirm my order was correct — after my last experience — I was completely ignored. No acknowledgment, no eye contact, just the bag tossed at me like I was an inconvenience.

I didn’t catch their name, but the staff member in question was blond, wore glasses, and was working on the evening of July 25th, 2025. Whether it was a lack of training, carelessness, or just plain bad attitude, this kind of service is unacceptable.

I won’t be returning. You’ve lost a...

Ordered online tonight and put 630pm as pick up at the birtinya store and when I paid it said that my order will be ready asap tried to ring the store straight away and it went straight to kawana store was told they dont have a phone number yet and they would message the store then I get a call from the birtinya store very rude staff telling me that it's ready and they make the food in like 2min of getting order but I explained he didn't have a store number and the kawana store said they would pass the message on he just kept debating with me and going on about the time and tried to make it like I was at Fult my friend did the same as we are at work and put a few orders through it's very bad customer service and isn't the customer always right I won't be going to that...