Guzman y Gomez apologise after customer finds piece of glass in meal

A customer has slammed the response of a fast food franchise after making a shock find in a takeaway meal.

A CUSTOMER who found glass the size of a “20 cent piece” in a meal from a popular Gold Coast food franchise has slammed organisation’s response to the incident.

The retail worker, who did not wish to be named, found the piece of glass in a serving of nacho fries purchased for lunch at a Guzman y Gomez outlet in Helensvale.

The customer said they were more shocked by the business’s response than the glass that cut the roof of her mouth.

“I went back into the store with the rest of the food and asked for the manager,” the customer said.

“The girl in there was quite young, so was probably a shift manager and she panicked and went out the back to call the store manager, which is fair enough.

Glass found in a Guzman y Gomez meal by customer on the Gold Coast. Supplied

“When the store manager rang back they offered me a new meal, which I couldn’t eat because my mouth was sore and said I could have a refund.”

Not wanting to make a scene, the customer told the frazzled young employee to pass on her details to the store manager to discuss the situation further.

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After two days without hearing back, the customer contacted the head office and again didn’t get a reply.

Frustrated, the customer took to the organisation’s Facebook page close to a week after the incident to voice her concerns and within 10 minutes she finally heard back from them.

Guzman y Gomez informed the customer they will pay her medical bills and provided her a $30 gift voucher.

Glass found in a Guzman y Gomez meal by a customer on the Gold Coast. Supplied

Guzman y Gomez said they take the safety of its crew and guests very seriously.

“We conducted an immediate investigation and the source of the object was identified,” a spokesperson said.

“Corrective action has been put into place to prevent this from occurring again.

“We have obviously apologised profusely to the guest, offered to refund the guest the cost of the meal and we have also credited the guest’s Gomex/loyalty account.”