Guzman y Gomez - Rhodes — Restaurant in Sydney

I’m extremely disappointed with the service I received today 5.10.25 at 2pm at Guzman y Gomez Rhodes.

I ordered six $3 crispy beef tacos for my kids, specifying five crispy, one soft, plus a large chips and two sour creams on the side. When the food arrived, they were crispy chicken tender tacos instead. I politely explained there must have been a mix up, as I had ordered beef, not chicken.

The staff member insisted it was my mistake and flat out refused to remake the order. I then asked to speak to the manager, and the response was even worse. She told me it was “policy” not to waste food and that it was my mistake, saying, “So you want me to throw this in the bin and waste food?”

I explained that my kids don’t eat chicken and asked why I would ever order crispy chicken tacos if that were the case. I even turned to my kids and asked if they’d heard me say “chicken” they all shook their heads.

The manager’s attitude was incredibly rude and unprofessional. It’s absurd to suggest it’s against policy to remake six tiny tacos that literally have only three toppings. Are you kidding me? To make matters worse, I realised they also overcharged me — I paid $38.70 in total, which seems higher than it should have been, likely due to the chicken order I never asked for. I didn’t even get a refund.

After some back and forth, they reluctantly remade the tacos but still got it wrong, making all six crispy instead of five crispy and one soft as I had clearly requested. To make things worse, the tacos were half filled and sloppily made, and the server aggressively placed them on our table.

They should be ashamed of how they handled the situation, especially in front of children who were sitting politely and waiting. By that point, I was too upset to continue arguing.

Overall, a terrible experience. Poor service, zero accountability, and no respect for customers. I’ve eaten at many Guzman y Gomez locations and never experienced such dismissive treatment. The Rhodes branch seriously needs better staff training and a reminder of what good customer...

I have placed order through GYG app order number 3065. I had few issues with the order. This time the order took 20 mins to prepare as usual, its always the same thing at Rhodes GYG that orders are delayed and app says it will be ready in 5 mins, Its really disappointing. I took this order as takeaway and with my order I ordered churros, as it was takeaway so when I reached home i saw there was no churros in the bag. Highly disappointed with service how can they miss things like that. I guess we all should check everything in front of them before taking takeaway parcel. I had to call them for telling them my churros is missing, the girl on the other side dined that i have placed order for churros thats why they didn’t prepare churros for the order. Then i told her can please check recipt or you want me to send the copy of the receipt, still she dined very confidentiality. After 5 mins of argument she finally said yes i can see you order for churros but unfortunately my staff forget the order so he didn’t prepare the churros. I asked if they forgot then while packing nobody saw the order what missing in that. She replied we are soo busy that we really don’t check this. After hearing this I was like this the worst customer service ever. Then she said i will take your details and next time when you come in i will give yor “free churros”. I asked what do you mean by “free churros”, she replied the one missing from your order. GYG management pleas answer this; how this is free churros? I have already paid for it… right??? I have been there few time and all the time i had to wait for my order even they are not busy, and free churros. Please GYG management look into this, this is highly disappointing and very for...

We ordered two items vegan and both arrived at our table with cheese in them. We immediately let the staff know that we can’t eat dairy as we requested “vegan”, and the gentleman who had brought us the food acknowledged it, apologized and took the food back. A minute later a lady - assuming the manager - came to our table and said “are you SURE you said no cheese?” Her tone was accusatory and rude. I said we certainly said vegan and were never asked “do you want cheese as well”. So yeah, cheese shouldn’t have been there. She then said reluctantly “we can take it back but letting you know it will take 10 minutes.” Having had no choice, we said it was okay.

They probably pushed our order to the very back and we waited 10 minutes and the same not so lovely lady brought our food to us - frustrated and with no apologies. As if this was somehow our fault.

People aren’t responsible to teach your staff taking the order about simple dietary requirements Guzman. 65% of the world population is lactose intolerant. Maybe not adding cheese by default, training your staff properly and teaching them manners when they’re at fault would be nice too. Or if you made food in front of people like other Mexican restaurants do, you could prevent mistakes like this.

That is if you want people to come back. We will not be...