Guzman y Gomez - Capalaba — Restaurant in Greater Brisbane

-GYG Capalaba and Head Office Stole $100-

I am not one to write reviews but this may be the only way I’m heard. (This isn’t in regard to the employees)

This in regard to management and main office for their lack of responsibility. A month ago $92.30 was quite literally stolen from me through order on their app. After ordering and paying, I drive 20 mins to pick it up for them to say there isn’t an order. But the payment went through? Weird, so I had to get out of my car and walk in (bear in mind, there’s a pandemic going on) and I got told, even with very clear and concise proof of a transaction, they can’t honor it and I have to repay and reorder. That I did with no other choice.

They couldn’t refund me so all they did is wrote an email address on a piece of paper of head office to contact them. It was a insinuation of “not our problem, you need to fix it”. Couldn’t even speak to the manager who was 3 meters away.

After emailing and two weeks later, Sally from head office practically says it was a void transaction and I need to contact the bank. The issues just keeps on getting passed on and my nearly $100 is floating out there somewhere.

I’ve had an absolutely horrible experience and it just comes to down to a faulty app that scams customers of their money. When you try to call/email, 2 week responses and never hear back from again. Their way of handling issues is pitiful and needs to be addressed. Have fun trying to contact head office, close to impossible to talk to a real human or get a swift response.

Update as of present (2 months later): Contacted bank because GYG never got back to me after my reply. Funds are...

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I love GYG. It's always my go to. Really frustrated with the service though. We frequently order the family fiesta. A few days ago we tried to order it via the app and pick up through the drive through as usual. As we tried to order the fiesta, the price would update from $43 (with the bare minimum selected and no additions) to $48.40. This was strange and so I decided to go in and enquire. I was swiftly told that apparently the fiesta was no longer a thing you can order and that it was going away. They then said it was not meant to be on the app/website and it was a mistake. I was somewhat perplexed because.. it was on the app, very clearly and I showed the girl that served me (I can only assume she was a manager of some sort since she made no effort to actually check with someone) this on my phone. She basically just said 'yeah, it's coming up with the actual price of the items if you ordered them normally, so you would have to pay the full price'. Needless to say, I didn't order the food. Fast forward to today and I take another look at the app only to find that not only is the fiesta pack still there but it is also coming up at the correct $43 price. This annoys me on many levels but what frustrates me the most is that the girl will have charged me more for what was very clearly a fault in the app. Yeah, it's $5 but this is not typically how customer service works. I didn't order again today as it's just kind of annoying. Not sure if/when I will come eat...