Had an issue with Guzman y Gomez? Get a real response.
How to submit a complaint with Guzman y Gomez
Submitting your complaint to Guzman y Gomez (GYG) is easy, fast, and designed to ensure your concerns are swiftly heard and resolved.
Fastest Method (Recommended):
Use the GYG online enquiry form via their Help Centre. Include your order details, loyalty account (GOMEX) number, receipt, and relevant photos.
Alternate Methods:
- Email: Directly contact customer support at hola@gyg.com.au for app or loyalty account issues.
- In-App: For app-specific concerns, utilise the app's Help or Feedback section.
- In-Store: Address immediate issues directly with the store manager or staff on-site for instant resolution.
- Phone: GYG doesn’t have a dedicated complaints hotline. For urgent issues, contact your specific restaurant via GYG’s store locator.
Include all relevant details upfront (order number, time, location, receipt, photos) for the quickest resolution.
GYG’s complaint handling is efficient, transparent, and customer-focused. Here’s what you can expect:
- Acknowledgment & Follow-Up: Typically within 1–2 business days, GYG’s Customer Experience team will contact you for any further details required.
- Investigation: A dedicated support agent reviews your complaint, verifying details with the restaurant, checking orders, or app records.
- Resolution Offer: Depending on your issue, you may receive:
- Immediate replacement or refund for incorrect orders.
- Complimentary meals or refunds for food quality concerns.
- Account corrections and point restoration for app issues.
- Immediate replacement or refund for incorrect orders.
- Transparent Communication: Regular updates via email or phone, polite acknowledgment, and clear timelines.
- Timelines: Simple issues are resolved within days. Complex cases typically take no more than 30 days.
- Dedicated Support: GYG assigns a clear point of contact, often introducing themselves by name to ensure personal accountability.
- Outcome Assurance: GYG aims to match their resolution directly with your complaint, prioritising customer satisfaction and operational improvements.
Common complaints against Guzman y Gomez
Common customer complaints about Guzman y Gomez typically revolve around these key issues:
- Incorrect Orders: Missing or incorrect items, commonly resolved with refunds or replacements.
- Food Quality & Portion Size: Inconsistent meal quality or insufficient portions, typically resolved with apologies and compensation.
- Long Wait Times & Slow Service: Delays during peak hours, staff often offer compensatory items for significant inconveniences.
- Dietary Requirements Ignored: Allergy or preference issues, taken seriously with staff retraining and refunds.
- Customer Service & Staff Attitude: Instances of rudeness or poor service addressed promptly through management intervention and staff retraining.
- Health & Food Safety (Rare): Serious food safety concerns trigger immediate investigation and refunds, involving external regulators if necessary.
Guzman y Gomez complaints submitted through Ajust
On 22 June 2025 I ordered chips and they arrived crushed and broken, which ruined the meal. I’ve always enjoyed GYG, so this felt careless and disappointing. I contacted them requesting a replacement order to restore my confidence in their service. - Michelle
Since May 2025 I’ve visited GYG two to three times a week, but rude staff across several Victoria stores and missing account points have made visits frustrating. I contacted the help desk online multiple times and the points still weren’t fixed. I just want the correct points added and to be treated respectfully. - Lucinda
Order number 78 was a vegetarian nacho bowl but it contained meat, which directly conflicts with my religious beliefs. I couldn’t eat it and had to discard it — I’m distressed and seeking a full refund for that order. - Gurpreet
Order 915033891, due at 5:48 PM from Deewhy (we’ve since moved to Manly), kept getting delayed and never arrived — it ruined our evening as my kids were waiting for dinner before bedtime. I’m asking for clearer communication and transparency about delivery delays going forward. - Gary
How other consumers Guzman y Gomez complaints got resolved
Wrong Order (Replacement): Customer received the incorrect burrito. The restaurant promptly remade the correct order and provided additional items as an apology.
App Glitch – Loyalty Points (Support Team Intervention): Customer lost loyalty points after an app update; GYG support merged accounts and restored points promptly after email communication.
Rude Staff (Apology & Voucher): Customer experienced dismissive staff behaviour. GYG management intervened swiftly, apologised, coached staff involved, and provided a complimentary voucher as compensation.
If you're not satisfied with GYG’s initial response, escalate your issue clearly and respectfully through these steps:
- Follow-Up: Respond to the original support communication to inquire about your complaint status.
- Request Escalation: Ask explicitly for a supervisor or senior manager to review your complaint.
- Alternate Channels: Reach out via social media platforms (Facebook or Twitter) to escalate publicly, prompting a swift resolution.
- In-Store Escalation: If issues persist at a specific location, request contact details for the Franchise Owner or Area Manager.
- GOMEX Member Escalation: Highlight your membership status for app or loyalty concerns, involving specialists who manage the GOMEX program.
Being clear about your expectations helps GYG deliver a better outcome when escalation becomes necessary.
Should GYG’s internal process fail to resolve your issue adequately, external regulatory bodies are available:
- State Consumer Protection Agencies:
- ACCC (Australian Competition & Consumer Commission):
Report systemic issues via ACCC’s website. - Food Safety Regulators:
Report food safety concerns to local councils or state food safety authorities immediately. - Privacy Concerns:
Report breaches to the Office of the Australian Information Commissioner (OAIC).
Escalating externally is a last resort, but it ensures your consumer rights are protected under Australian law.
Use these verified resources to lodge complaints and seek support:
- Online Complaint Form – Recommended fastest method.
- Email: hola@gyg.com.au – General customer service and app issues.
- GYG Help Centre – FAQs, guidance on making complaints.
- GYG Store Locator – Locate stores for direct complaints.
- GYG Privacy Policy – Handling personal data and complaint timelines.
- External Complaints: ACCC and state consumer protection agencies (NSW Fair Trading, etc.)
Guzman y Gomez Complaints FAQs
How do I make a Guzman y Gomez complaint that gets resolved faster?
The fastest way to submit a Guzman y Gomez complaint is through their online enquiry form with all your order details included. This helps GYG verify your issue quickly and avoid back-and-forth delays. Adding photos, receipts or your GOMEX number upfront usually speeds up the investigation, so you get a clearer response sooner. If you need an alternative channel, email and in-store conversations also work, but they typically take longer.
How long does Guzman y Gomez take to respond to a complaint?
GYG usually replies to complaints within one to two business days. Most simple issues are resolved within a few days, while more complex complaints typically stay under a 30-day timeline. Their team often introduces themselves personally, asks for any missing details, and updates you through email or phone so you always know where your case stands.
What should I do if Guzman y Gomez isn’t resolving my complaint?
If GYG isn’t resolving your complaint, reply to their original message and request escalation to a supervisor or senior manager. Clear expectations help the team prioritise your case. If you’re still stuck, you can raise it in-store, on social media, or through consumer protection bodies like NSW Fair Trading or the ACCC for broader issues. Escalation ensures your concern is taken seriously and moves forward.
What outcomes can I expect from a Guzman y Gomez complaint?
Most GYG complaints end with a practical fix such as a refund, replacement, loyalty point correction or a complimentary voucher. Their customer experience team reviews your order, checks store records and matches the resolution to the issue raised. This means incorrect orders, app glitches or poor service are usually addressed with a clear outcome designed to put things right and restore your confidence as a customer.
You’ve done your part, now it’s time to hold Guzman y Gomez accountable.
Take the final step and submit a complaint that gets seen and responded to.