Guzman y Gomez - Malaga — Restaurant in Western Australia

TERRIBLE. Look, I understand that it's fast food and you can have teenagers or young adults working for low wages and you can't expect 5 star service or products, but the MALAGA GyG location consistently disappoints every time I try to order from them (convenient from where I live). I've tried many times to give them another chance and whether I order from the store or on doordash there is always something that I can't help but complain about. If the GYG front office is actually paying attention to these comments, PLEASE have a quality control check on this location. Every other GYG near Perth I go to is amazing with friendly service (again, not asking for Michelin star service) Belmont, Hayes, Mt. Lawley have all been great. Going into the Malaga store feels like the employees are playing a game where they see who can avoid talking to a customer the longest. The employees see customers standing there and look at them and act like they don't see them. They also talk to customers like the customers are bothering them. The food takes forever, I've had plenty of orders had to be taken back because they were incorrect. And the quality of the food is never close to what you expect (poorly constructed burritos, cold ingredients, bowls made with no care).

GYG seems like a very good business so if any front office people are reading this, please monitor this location better because there are plenty of people in Perth that love GYG, but going to this location is really frustrating. It's been like this for a while.

Unwelcoming atmosphere due to unfriendly staff, poor attention to detail, poor preparation of food. If you are in the area it's worth going to McDonalds or Zambreros or anywhere else. This...

DISGRACEFUL is a term I do not use lightly but unfortunately this is the only way to describe my and my family's experience!!! I have always been an advocate for GYG but unfortunately this will no longer be the case. My 3 boys and I visited the Malaga branch last weekend and spent close to $130 or so, across a couple of transactions. While this may not seem like a huge amount, the least we would have appreciated was a "clean and enjoyable" meal (i.e.) I found a long piece of hair in my chips. When I highlighted this to one of the staff members behind the counter, he did the right thing by apologising and replaced the chips HOWEVER, as luck would have it, the second serving came out with a strand of hair as well. When I went back to the same staff member and relayed the issue for the second time, he started laughing in my face and said, "oh wow! not too sure how that could have happened!" and continued laughing, which he thought was the best way to lighten the mood. I was by no means looking for "freebies" but a conversation with the manager would not have gone astray...no such luck. The burritos that my boys and I ordered were cold and the spicing was wrong. My boys went back to the staff members a little while later and requested a couple of cups of cold water, only to be given 4 cups of boiling hot water and a cup of ice - the only way I can see this is a poor attempt at a joke! Needless to say, my family, friends and I will not be visiting this branch again nor do I recommend anyone else to support this branch of GYG...an absolute joke of an establishment that unfortunately taints the name that GYG has built...

Edited: originally had this as 1 star due to the below issue. Manager has taken the time to make things right with me so I have nothing negative to say. Appreciate the effort in finding a good resolution for both parties. ——————————————————————————

Worst customer service I had received to date.

Went through the drive through and was met with the girl infamous ‘is that all?’ girl mentioned in the most recent reviews.

Ordered two meals and when I got home realised that there was only one packed. No problem right? I drove back to the store, walked to the front counter and politely explained the situation. The kid at the counter went into defensive mode and not resolution mode.

I was incredibly offended by the way I was treated. Wearing hi vis PPE, covered in iron ore dust and rocking a safety glasses tan, I never thought I would be profiled as someone who would try and scam for $15.

Eventually, my burrito was remade (without the guacamole I paid for). Shoutout to the two employees and manager who were the only ones out of 6-7 people who attempted to resolve the situation.

I was offered to eat for free next time (of equal value to my last order) but can’t forget the disrespect I was given. I’ll claim my $35 dollar voucher and eat at zambrero’s in the future. A better resolution would be to just refund my order so that I never have...