Need to contact

Guzman y Gomez

and make sure they reply?

Guzman y Gomez (GYG) is known for friendly, efficient customer service, both in-store and online. While there’s no dedicated phone line for customer queries, GYG provides prompt assistance via their online Help Centre, app support, and attentive in-store managers.

The brand’s welcoming vibe is frequently highlighted by customers, who say they feel "like part of the GYG family." Additionally, GYG maintains active engagement on social media, swiftly responding to customer comments and concerns on platforms such as Facebook and Instagram, reinforcing their commitment to resolving issues promptly.

While GYG maintains strong overall customer satisfaction, typical complaints include:

• Incorrect or Missing Items: Occasional order mistakes like receiving the wrong food or missing sides, sauces, or extras, causing inconvenience upon discovery at home.
  
  
• Portion Size & Food Quality: Complaints about smaller portions or inconsistent quality, like insufficient meat fillings or items occasionally served cold.
  
  
• Allergy and Special Requests: Rare but significant instances where dietary requests or allergen information wasn't properly followed, causing inconvenience or distress.
  
  
• Delivery Delays & App Issues: Problems related to delayed delivery or technical glitches, such as store closures affecting app orders or live tracking issues with Uber Eats integrations.
  
  
• Slow Refund Processing: While refunds typically are issued promptly, some customers experienced delays in complex cases, occasionally requiring follow-up.
  
  

Overall, most issues get resolved effectively, with GYG offering replacements, refunds, or credits to ensure customer satisfaction.

Here’s the best way to quickly reach GYG customer support:

1. Online Help Centre & Enquiry Form:
Use the GYG Help Centre to submit your query or complaint via their easy-to-use online form. Include order numbers, store details, and photos if possible for fastest resolution.

2. In-Restaurant:
For immediate assistance, speak directly to the restaurant manager or staff. Many order issues, like wrong items or cold food, can be rectified on-site immediately. Store phone numbers can be found via the GYG Locations page.

3. GYG App Support (Delivery Orders):
For issues during active deliveries, contact Uber support directly within the GYG app. Navigate to your active order, tap "Help," then select "Message Support" for real-time assistance.

4. Social Media:
Reach out via direct message or comments on GYG’s Facebook or Instagram pages. The social media team is responsive and can quickly guide you toward resolution channels.

5. Email (Corporate):
For general corporate queries, GYG lists an email (support@guzmanygomez.com). However, using the online Help Centre is generally faster for customer-specific concerns.

Pro Tip: Always include detailed info (order number, date/time, location, photos) when contacting GYG to facilitate quicker resolutions.

Order Cancellation

Orders typically cannot be cancelled once placed, due to immediate preparation. For errors, quickly call the restaurant directly. Staff might help if the food hasn’t been prepared yet.

Refunds & Satisfaction

GYG handles refunds on a case-by-case basis, ensuring customer happiness. Issues like wrong orders or unexpected closures usually lead to prompt refunds or meal replacements. Use the Help Centre enquiry form for refund requests or replacements.

Returns Policy

Food, being perishable, can't be "returned" traditionally. Instead, GYG will either remake or refund unsatisfactory items upon notification. Immediate in-store reporting or online support submissions are advised for prompt solutions.

Pricing and Price Match

GYG doesn't offer price matching but regularly runs loyalty promotions (GOMEX points) and discount days (like $5 burrito specials). Incorrect online pricing issues can typically be rectified quickly by contacting customer support.

Food Quality Assurance

GYG guarantees fresh and quality meals. If food doesn't meet expectations (cold, incorrect, or substandard), GYG remedies the issue through refunds or replacements to uphold customer satisfaction standards.

Delivery Policy

GYG delivers via Uber Eats, clearly outlining delivery fees during checkout. Delivery issues (late or missing orders) are addressed by either refunding payments or re-preparing food for pickup.