Guzman y Gomez - Toowoomba South

This business is completely lacking in anything resembling customer service. I ordered meals for 4 people through the app on 31/08. When we arrived to pick up our order, the girl was shouting out numbers and dumping bags on the counter without checking anything or acknowledging anybody. When we arrived home we found that one of our meals was missing. I tried 5 times to call the store to try to sort it out, only to be greeted with the same message stating that all staff were busy preparing food- Not mine, obviously. It also directs you to contact their customer service line if there is an issue- This is apparently only manned 9-5:30 Monday to Friday. Handy for a business that conducts the bulk of it’s trade outside of these hours. I left a message- still waiting to be contacted 2 days later. No dinner for me. I then tried the feedback section of their app- also silence 2 days later. So, this afternoon I went back to the store to sort it out. I asked to speak to the manager, the guy on the counter seemed hesitant to get one, so I insisted. After about 5 minutes a “ Duty Manager” came out to speak to me. I told him what had happened- stood there looking at me blankly. I stated again what had happened. No apology forthcoming. “ we can prepare the food now?” Was all he could offer. I said it’s about 2 days late. I told him I wasn’t leaving the store until this was sorted out. I asked for my money back- could tell he was very uncomfortable about doing this. He finally provided the refund. Not once throughout this exchange did he ask any questions or offer anything in the way of an apology. I can understand young staff being lacking in customer service and training, but for a so-called manager to be completely lacking in any type of communication skills deplorable. I wonder if I will ever be contacted by their Customer Service Team, who so highly value us and our feedback.

Absolutely the rudest staff serving I have ever come across. As soon as we walked in the three young teenagers serving made fun of us. When we proceeded to order they mocked my partners accent and in the end stuffed up our order anyway. They continued to very obviously direct insulting jokes towards us while we waited and made us very uncomfortable. Disgusting service.