AI reviews summary
The overall sentiment for Guzman Y Gomez is highly polarised, with a significant lean towards dissatisfaction due to inconsistent service and perceived poor value for money. While some customers report fast service and friendly staff at specific locations, a substantial number of diners across multiple stores are frustrated by frequent order inaccuracies and a decline in food quality. Key takeaways include recurring issues with the mobile app, cold food, and a perceived reduction in portion sizes relative to increasing prices.
Pros
- Exceptional Staff at Specific Sites: Multiple reviews highlight individual employees (such as those at Melton, Coffs Harbour, and Malaga) for being friendly, professional, and providing "above and beyond" service.
- Quality of Seasoned Fries: The "skinny fries" are frequently cited as a highlight, with several users specifically praising the seasoning and texture when served fresh.
- Speed of Service: When operating efficiently, the kitchens are noted for very fast turnaround times, particularly for in-store and drive-thru orders.
- Healthy Fast Food Alternative: Several positive reviews value the brand as a more nutritious and fresh alternative to traditional fast-food chains.
Cons
- Order Inaccuracy and Dietary Risks: A critical recurring issue is the failure to follow order details, specifically serving meat (chicken or pork) to vegetarians and missing paid-for "add-ons" like guacamole.
- Value and "Shrinkflation": Numerous complaints focus on small portion sizes, "teaspoon" amounts of meat, and high prices, with several users comparing the current offerings unfavourably to previous standards.
- Poor Food Temperature and Freshness: A significant volume of feedback mentions receiving "stone cold" meals, soggy chips, and "rubbery" or burnt meat, even when picking up orders immediately.
- App and Refund Difficulties: The mobile app is frequently criticised for technical glitches, and customers report significant frustration with the lack of a clear, responsive process for obtaining refunds when orders are missing or incorrect.
Verdict
Guzman Y Gomez appears to suffer from high variability between franchises, where excellent service at some locations is overshadowed by systemic issues with food quality and order precision at others. Consumers should be cautious when using the app for dietary-specific orders, as staff frequently fail to distinguish between vegetarian and meat-based items.
Salads are gross. Someone had told me they were okay, but they are just lettuce and a meat/mushroom option and then a sickly dressing. That is not a salad. Even a Caesar salad should at least have some tomato or at a “ Mexican restaurant” some pico. I would suggest ordering it without the dressing, but then it’s just lettuce and a fatty protein. And with no spice or spice option. At a “Mexican restaurant”.
Online order was placed via their IOS app. My daughter went inside and waited for her meal whilst I stayed in the car with my 2 younger children. After 10mins, I asked my daughter to check with staff. Staff advised her “…it shouldn't be far away.” TWENTY MINS LATER, my daughter texts me if I've checked in, so I check. It states order still in… Read more
progress. So I walk in, leaving my younger children temporarily unattended so my 12 year old can go wait in the car whilst I sort this out.
As soon as I walk in, I see my printed receipt with my name on it up on order shelf. I ask staff, “what's happening we've been waiting for 30mins.” (this was genuinely 30mins too, no over exaggeration). Staff state they're waiting on the Burrito. I then press, stating we've been waiting for ages. They look confused AF. So, I ask for a refund. No hesitation whatsoever, staff walks me straight to the counter.
As refund is being process (which ended up not working anyway, still waiting to hear back from them), I ask what happened. Staff member states they didn't know we were in the store waiting. I asked, what else was I supposed to do on the app? It stated order was being processed. She advised, they saw the receipt but weren't sure if we were in there yet. So I asked again, what else can I do so this doesn't happen again? She advised, go up to the counter to tell them we're there (my daughter did this after waiting for 10mins).
Why on earth do we need to "let them know we're there" when the app already states we're there? Just make my d#mn food & call out our number, isn't this how it usually works?
Actually terrible… I normally buy burritos after 10 pm… it’s been fed as if it is served to a stray dog… never ever will I try another G&G products… not once… multiple times… got stomach upset couple of times after eating stuff from G&G…
Reviews with attachments
Severs didn’t listen to us, gave us small meals when we asked for 1 medium 2 large and people screaming in the restaurant. Drowning out everyone’s conversations like, ladies we don’t need to hear your whole life story. And sitting across the room swearing around kids and talking inappropriate
Friendly staff – Great service, friendly staff, asked how our days been, apologised for waiting even though it was fast timing. Offered my 7yr old daughter icecream ot no charge.
Crawling insect in food and worse customer service at seven hills guzman y Gomez – The food we have been served was awful. There was a crawling insect ( baby cockroach ) in my food. Straight away I bring attention to service staff and she saw and admitted. I have request her to as I want to see manager on duty and the guy without apologies or any conversation talk back you want refund or another meal!! He also said it’s just fruit flies. What you want?? Refund or meal ??In disrespectful manner twice without any apology.
You post photos of nice fresh produce on the products but give nothing like this Its always slop Im sticking to zambreros
Ordered burritos and bowls from greenacres ,SA store The chicken was roasted to dark black, food was very cold like taken from fridge, big big chicken pieces, mini burrito bowl no chicken at all and filled with sauce mostly
In store, Caboolture, puchased mini buretto chicken meal with Lemon Ice Tea. Charged $9.90 for mini burreto and $7.00 for dink & fries = $16.90. On the website says above is $12 meal with $1.30 extra for iced tea = $13.30. I spoke to the manager and she said the staff are trained this way. Cashiers put in burrito then meal which charges extra $3.60.
My chicken burrito had a small piece of chicken bone in it. Not something you`d expect to find. Luckily I didn't swallow it. It was my first time trying this place and I was hoping to find it nice. The taste was incredibly bland and you get a better product with Old El Paso which isn't saying much. As it was a take away and I didnt keep my receipt I dont expect much of a response from them. This was at the Punchbowl, NSW store.
I ordered large fries, Sautéed Vegetable Mini Nachos With Guacamole and enchiladas staff give me this large fries looks like small fries, in nachos there are some mini peaces of mashrooms and in enchiladas they don’t any kind off souse and they add too much capsicum ….
First time to try not very impressed with it at all was cold I live 4 minutes away from there shop not very impressed with the cold food at all big wast of money
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absolutely horrified when i opened my gyg nacho bowl to find a STRAND of hair in it. this is really unnaceptable and the workers haor shpuld be tied back enough to avoid this happening. we shouldnt have to tolerate this as customers who spent over 50 dollars on this meal. and i couldnt finish this as i was disgusted with the hair.
The location was extremely dirty in the Rhodes Burrito Shopping Centre.
I ordered my meal and I got 2 $3 tacos. I was very disappointed as there was no meat, cheese or lettuce. The tacos were also very stale, this disgraceful and outrageous and I would love a full replacement for the order we placed. If I could I would give 0 stars. Very upset and disappointed.
- +1
⭐ 1 Star I ordered from GYG Richlands on 3rd October 2025 and was extremely disappointed with the food quality. The quesadilla I received was burnt, with large pieces of charred black residue stuck on it (photos attached). The burnt taste made it almost inedible. This order shows a serious lack of care in food preparation and quality control. Very disappointing experience.
I ordered a taco, and it was the most ridiculous thing I’ve ever seen it came with a bunch of salad and hardly any meat. What a lack of respect for the customer. On top of that, the attendant, an Indian woman, was extremely rude.
The drive through at Robina GYG was impossible to hear. The Cali burritos had hardly any chicken on them and pretty much were just a burrito with soggy chips, that i paid $15 each for.
Latest follow-ups
Gave up due to difficult menu – I can not really write any reviews of the food, I found it so difficult to understand the menu, after explanation by the staff I understood even less. I don't understand what is the marketing team there for in this company.
Follow-up · No change, I am permanently discouraged from further visit.
I've been buying breakfast here since they opened and in two weeks or so I have to ask the Indian staff to make my large soy flat white again because it has two to three centimetres of foam on top. Ironically, their screens advertise 'baristas';… Read more
there are no baristas at Ashfield 2131, trust me. So, after is it 6 months? my new year's is resolution is to shop elsewhere in future. I see Oliver? Brown is now open - they make good coffee - and for 2 years I drank coffee at Cafe Cheery Beans upstairs - also Indian run and they make perfect coffee every single time, same ingredients, same soy milk, and perfect! - I have a new appreciation of their commitment and skills. Now to prempt G & G response, no, it is not true as Sedin tried to claim that is you leave a flat white sit for 3-4 mintues it will produce 2 - 3 cm of foam, that is bollocks
Follow-up · not sure why i'm asked to follow up; believe me or not. it's up to you.
I ordered 3 shredded beef brisket taco's from the Palm Beach store. When I opened the meal at home , there was no tomato salsa on any of the tacos and one taco had no lettuce or cheese in it. The taco's looked as if they were just thrown together.… Read more
When I called to complain, the manager stated that the taco's we probably made by one of the "kids" working there. So if you are purchasing a meal from this Guzman &Gomez take a good look at the food you have paid good money for. I rate this store with 2 thumbs down and will not return.
Follow-up · I will NEVER return to GuzmanYGomez again, as in my opinion there is no quality in the way they prepare and present their food. So my "experience" with them has NOT tempted me to visit their establishments.
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Positive reviews
Had lunch at Guzzies today. Worne Ponds Geelong. Great service. Food was delicious. Kids got ice cream for free. Place was clean and staff were very efficient at their tasks.
When GYG first opened in Darwin their tacos were the BEST as the company used Chipotle seasoning for their spicy tacos. I had their spicy tacos today and all taco shells and ingredients were drizzled with the liquid hot sauce. There is a difference and these tacos are just not as great as they once were. Probably won’t buy again
Had a burrito,fries and coffee today from GYG but the fries were left out of the bag. Popped round the drivethu and the girls were so lovely. Quick apology and replaced with a large fries. Want to call out nice service, they were really just so lovely. The burrito was super yummy too. Mistakes happen and how we go about rectifying them really makes all the difference in life. Melton store
Negative reviews
Went in store at Rothwell with my grandchildren. We stood waiting to be served for between 5-10 minutes without anyone even acknowledging our presence. There were at least 5 employees present. Finally ordered. Kids nachos with chicken - the chicken was burnt and inedible. My nachos had a tiny dollop of avocado and tomato and a decent amount of… Read more
beans. Hardly any cheese visible. Burrito wax probably the best meal. Sorry but I won’t be attending this place again.
I've had intermittent issues with the App not allowing me to login - and my local franchisee (fairfield) bi-weekly lunch order has missed out on my repeat business. Head office couldn't give two hoots at helping, so I guess I'll just go to Zambrero?
My first (and last) Uber delivered meal from G Y G. Two of the three meal items were stone cold and were enclosed in some horrible cold doughy pastry looking stuff that tasted awful. The taste of the 3 meals overall was pretty ordinary, nothing like real Mexican food! Fries cold, soggy and mashed up with cold chicken. Won’t be seeing me again!
Recent reviews
I am very disappointed because I went onto the gyg website and saw a ceaser salad and I was very excited. I was so excited I was going to buy it but I went onto the gyg app and THERE WAS NO CEASER SALAD. I very sad and disappointed and I think they should not be false advertising and getting everyone’s hopes up just to disappoint them. I expected better from gyg.
Ordered a Burrito as a medium meal and was over charged, to make things worse the Burrito bowl was on a bed of rice, I hate rice, this is not a Mexican dish. Awful place.
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