Guzman y Gomez (GYG) Mexican 4+

Every time I see a Guzman update I cringe... They need to simplify the process not complicate the process I didn’t discover the update until I went to the shop in Harbourtowne Queensland and showed the staff what was the problem and no one could help me especially the female store manager she wasn’t even interested... just shrug their shoulders and she didn’t even look at me when we were trying to figure this thing out. I had to go outside and create another account and password I think I’ve got about 2000 now and everybody I know are sick of passwords and accounts it’s just a way to get people‘s personal email details so that it can be sold to marketing interests. So once I got the app activated again I went back into the shop and took my receipt to ask if I could get them to credit me for the money that I had just spent in their store, no was the managers reply and that was the end of that so I decided to give it a one star review because in the past I have gone in and a different manager was very helpful in solving the issue that we had with the app because of an update. In future if Guzman Can create an update process that doesn’t log you out of your phone app then bravo there will be no issues, I’ve lost about $50 worth of spending credit because of the silly process.

Thanks for taking the time to send us this feedback, it is always appreciated! I am sorry to hear about the login issue you experienced after updating to our brand new app. Please each out to hola@gyg.com.au and they will happily assist you with recovering your old account and adding any points from your in-store purchases that were missed!

Waited in the cue at the Pakenham branch for nearly an hour- an hour passed my selected pick up time to find that my order was sitting under the counter in a cupboard due to the staff having no room for new orders being prepared on the counter.
At 30mins I went inside to confirm my order was ready as I wasn’t able to get the window due to the large amount of people waiting and because we couldn’t hear any yelling of numbers being called out- i was told it was still being prepared, so I went back outside to wait near the pick up area. At 50mins went back to window as the order numbers being collected had now gone way passed my order number, finally getting to the window she removed it from underneath the counter.. And it was cold. No apologies nothing. If you’re going to do that have a heated cupboard!!

Continue to check the orders already made and continue to yell out these order numbers until picked up, or create a system that is actually effective. Maybe put a screen with order numbers that are really for collecting on it .. it was beyond ridiculous. I watched many people inside and in drive thru get there orders within 5minutes. ‘Jump the cue’ .. I don’t think so.

Hi Kassie, we apologise for thenot up to standard visit, if you can send us all details to hola@gyg.com.au, our team will be able to follow this up and look after you. Thank you.

For some reason they marked my card as fraud because I was eating GYG 2 times a day. I sent them 6 service tickets to resolve and they responded to only one of them saying that I was flagged in their fraud detection software. Nothing I could do to remove this even though my bank and visa did not have any issues. What’s strange is that they must be doing this in their account (not payment processor). This was linked to banning my account and any card I used on the account ( ie multiple cards from the same bank and other banks). I doubt that they comply with PCI-DSS. My banks informed me that they didn’t even try. I have since used my cards for multiple other purchases with other payment processors without any issue. They wouldn’t even tell me the payment processor so I could take it up with them. Their service on this matter was poor. ( also I could use the same card I store)

Another issue. The app does not work on public holidays. They say it’s an error, but it’s because they have a surge charge I store and can’t apply it on the app. If only they tell you this so you don’t have to try many times to get the app to work before going to store

Thanks so much for taking time to send us this feedback! We are sorry to hear about your difficulties with payment and really want to help resolve this for you. If you reach out to our team at hola@gyg.com.au they will happily investigate this further for you.