Guzman y Gomez - Casula — Restaurant in Sydney

I am absolutely disgusted at the business practice that I have just been met with today on the 18th of April 2024.

I went in and waited 30 minutes in the drive thru queue. Wondered what all the hold up was. As I finally get to the collection window a young man tells me that they are giving away a 'free burrito' card but only if you show them that you leave a 5 star review and a positive comment on their google reviews page.

For those who think this is good business practice, please read this excerpt from the ACCC website:

"Incentives are offered for positive reviews Businesses that offer incentives to people to write a positive review risk misleading consumers and breaching the law. Incentives include offering discounts or free gifts.

Incentives offered to customers to provide reviews must be:

applied regardless of whether the reviewer leaves a positive or negative review clearly disclosed so consumers know the review was incentivised."

This is absolutely a breach of the law and I will be reporting this to the ACCC whilst conducting my own investigation on this business to assist with my report. I suggest you stop this illegal business practice and stop harassing customers to leave you positive reviews on your at-best 2 star franchise.

Food I receive is almost always squashed, put in upside down etc. Queues of about 20-25 minutes are common past about 4pm. About one in five visits I'll just be passed someone else's order then be forced to return back and ask to swap it out for my actual order.

With the knowledge of my past experiences I am just furious that they are now doing this to illegally 'purchase' google reviews such that those posting on here with real reviews of their poor establishment will be overshadowed.

AVOID...

31/1/24 - Ordered a burrito meal through Menulog (no option to select Wetherill Park, which is much better on the burritos but don't fill the chip tubs enough).

Guzman Casula were up to their old tricks again - I ordered NO Rice and Extra Ground Beef and I got LESS ground beef than the STANDARD burrito meal! All wrap and very little filling! This is the last time I put up with their shoddy service - next time I complain to CEO Steven Marks. If he closes the store - well and good.

+1 on most of the 1-star reviews here. In the past twice I ordered extra sour cream (a side) and was charged for it but didn't receive it (happened again tonight through Menulog - fortunately I could ask for a refund!), and another time was charged-for and given a Large Burrito meal after ordering a Medium. Never a problem with Wetherill Park (but Menulog doesn't deliver to my area from there when I want home delivery)

Counter service is very slow and, as usual, priority is given to the drive-thru and the counter ignored to the point where I had to tap my credit card and say "Hello?".

We are ALL customers. If you can't serve both drive-thru and counter concurrently, please hire more staff or close down completely.

29/3/23 - An update. I ordered a large burrito meal through GYG Delivery. It took over an hour and a half. The chips and burrito were as cold as the Coke was warm.

You can heat the food up (after removing the burrito foil, which means the burrito then falls apart as you try to eat it) and cool the drink but when you're hungry, that rather defeats the point...

Came here for lunch with a group of my work colleagues. Service was appalling for several reasons. Firstly when we arrived they served two of us and then the guy said sorry one sec and took 15 minutes to serve us again and he goes oh has someone taken your order like are you serious! . It also meant my work colleagues already received their food before we even got to order. As we were eating my friend found a 5cm piece of plastic in her burrito and was absolutely disgusted. she went up to the gyg staff and told them what she found in her burrito and they said we can either make it again or a refund and of course she didn’t want any other food from this gyg so she said a refund. The lady then goes oh a refund for the whole burrito? Only because my friend ate more than half of the burrito. Like are you serious? What type of customer service is that. The lady did not have an sort of guilt or compassion with what has happened and she was insisting that because she ate more than the burrito she should of only get a refund for half the burrito cost. It’s like she did not understand that a whole piece of plastic was found but let’s not worry about that, worry about the money. That’s so unprofessional and the staff need to be properly trained for these cases. We will not be coming back to this gyg that’s for sure. Absolutely traumatised and the lack of Respect for customers. gyg head office needs to look further into...