Guzman y Gomez - Braybrook

Iced Lattes have almost zero milk here. Feels like you are cutting costs too hard and thinking the customer is stupid. Feedback is here you don’t need to be lazy and ask me to do anything - have already done the work for you.

William · 2025-12-09

Today, December 5th, at around 2pm I went through the drive-thru and the girl who attended me provided really poor service. She was not friendly at all, and when handing over the order — I’m not sure if it was the same person — she gave me the food and walked away without even responding to my “thank you.” It’s important to have friendly staff, as this is also part of the experience. They should teach their staff to be more polite, because next time I would prefer to go somewhere else. Also, I ordered my food mild and they gave it to me spicy. Very disappointing, honestly.

Gabriela Torres · 2025-12-05

Worst experience ever at GYG — staff need serious retraining. I’ve been to this same GYG location twice before, and both times were fine — but this third visit was honestly a disaster. I waited over 40 minutes for my food even though there were only three customers inside and maybe three cars in the drive-through. What made it worse was that there were around eight staff working, yet not a single one seemed to care. I stood at the counter trying to get someone’s attention, even said “hey,” but they completely ignored me — just walked past like I wasn’t even there. The only thing they said after a while was “we’re busy”, which made zero sense considering how quiet it was. I also noticed drive-through customers who were told to park in the waiting bays were sitting there for 20+ minutes before getting their food. When they finally went inside to ask, the staff’s response was basically, “When did you order?” or “Can I see where you ordered?” — no apology, no urgency, nothing. And the food? Easily the worst I’ve ever had from GYG. I ordered a burrito and a quesadilla — the quesadilla was practically empty, with just two small pieces of chorizo and the rest just melted cheese. Then I checked my burrito and it was soaking wet, literally dripping water. I don’t even know how that happens. For a brand that usually prides itself on consistency and good service, this experience was unbelievably bad. Having that many staff but still being this slow, rude, and careless is unacceptable. I’ve always been a regular GYG customer, but after this, I honestly don’t feel like going back — at least not to this store. I really hope GYG management reads this and looks into what’s going on here, because this is nowhere near the GYG standard we expect.

ravi rana · 2025-10-25

The food is nice but don't have a problem with anything as the customer service is terrible. Only contactable through email and take days to resolve issue. In the meantime, you are out of pocket and out of food. I did an Uber delivery. My meal was delivered to the wrong house. They didn't touch it as I caught the driver a out to leave their driveway. The food bag was not sealed. And if this is $7.10 of chips, that is disgusting. I had to email them and find something else for my grandchildren to eat with their taco. This was Friday night. Monday I get a message from GYG of a $7.10 refund and no refund on the delivery. I ordered direct through GYG not Uber. GYG customer service is appalling, On another occasion I tried to claim the 'free barrito' for signing up to the app. The manager at the store simply said, "you have to email customer service". I have worked in the customer service industry for many years and this is the poorest customer service I have experienced. Hot food, you need as responce immediately. This is the meal we purchase for now, not next week.

Karen Davis · 2025-08-18

I I ordered bowl with extra black beans and have no beans AT ALL!!! This is the third time already its happening and my third time complaining about this. As a loyal customer, this kind of service is very dissapointing. Even you gave a refund but at the time, I WANTED TO EAT THE BLACK BEANS and the refund cant possibly cover how dissapointed I was when I open the box and see NO BLACK BEANS FOR THE THIRD TIMES IN PROBABLY A MONTH!!!! You need to address this with the braybrook team URGENTLY!!!

Silviana Viorenza · 2025-07-16