Guzman y Gomez (GYG) Mexican

I attempted to make my order on uber eats and it came up with an error so I downloaded the app. The app would not open the page to allow me to pay with Apple Pay, the app did not open the page to allow me to put my card details in. I attempted to make an account to see if that would work however it came up with an error and wouldn’t verify my phone number (the first step to making an account). I restarted the app with no success. I made the order on the website and it would not work there either. I tried on my phone, on my computer and on my sister’s device. I called my local GYG and they were polite but offered no helpful solutions as they were unable to take an order over the phone. Honestly, I’m a patient and technically capable customer however the complete and total inability to make a delivery order through ANY of the available or logical pathways is not only shocking, but incredibly frustrating and astonishingly disappointing. How a major franchise is able to run on such a weak and bug-infested online service is tragic and genuinely embarrassing. I hope that this business will be able to maintain a functioning and reliable network soon, not for myself, as I would be lying if I said I would ever consider making an order in the future, but so that ongoing customers can be spared from this upsetting experience.

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.

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.