Guzman y Gomez - Kirrawee — Restaurant in Sydney

We made an online order for pick up through the app on Friday night. When we got there they told us our food was being packed.

We waited 15 minutes before we asked them for our food for the second time they grabbed a bag that had been sitting there the whole 15 minutes we were waiting. The bag was not kept hot in any way, it was just sitting on a bench.

When we quietly told them that we had seen this bag sitting there for 15 minutes and the bag/food was now cold, they tried to argue back that they had just put the bag up and had called out our number, despite us standing right next to the pick up place and watching them send up orders the whole time.

When we told them we had been paying attention, they kept reiterating that the food had just come up and were really reluctant to remake our food or listen to us in any way. They just wanted us to go away. It was embarrassing and frustrating to ask them to please remake our food for the fourth time in front of other customers who were staring at us. We just wanted to walk away with no food and no refund because of the way they were talking to us.

They finally took the bag away and told us they would remake it fresh. Not even 2 minutes later we were given our order. We were sceptical about how fast this service was, but we were starving and embarrassed, so we left. Lo and behold, when we got home (3 minute drive) the food was ice cold and chewy. Didn’t seem fresh in any way.

Was so disappointed after this whole ordeal. We just wanted a hot meal and instead got cold food and gaslit...

One of THE WORST guzman experiences ever. Not generally the kind of person to leave reviews but working in sales myself you definitely made a very bad impression.

To cut it short an order was incorrectly made and we informed the service lady of this, she asked if we could still have it and obviously we said no as it was completely wrong. We were kind of met with an annoyed expression but never the less she turned around and told old mate on the serving line with the tattoo on his arm and we could clearly see him from the front counter shrugging and hitting our food, then the dude proceeded to just grab 1 of the incorrect items (out of 2) and just kind of lumped it into one hand and closed the box and tossed back it to the service lady.

Luckily enough service lady told old mate that wasnt right so made the bloke redo the whole thing so he stomped off and chucked it in the bin.

These kind of tempermant issues youd expect out of a child or puppy.

Don't go...

The disparity between time to collect and actually receiving the order is consistently ridiculous. You can't randomly be inundated out of the blue every day I've ordered from you. I get that your busy, as are all of us. But seriously, fix your timing system. When you know times are laughed at so you arrive 300% later than what you advised, only to be told "sorry, not ready yet". Is enough to walk. So I did. How can every other store I've eaten in get it right and you can't ever achieve something remotely close. i will fill out the details on the link you have provided, however may i suggest a better action? Rather than give those that read reviews the impression that this is not your acceptable standard, it would e a great deal better if you actually rectified your times given to reflect. If you had to discount the bill if more than 5 min later than the time you publish, im confident change...