GYG - Is This a Misleading Practice?

Food on 09/05/2024 - 11:05

I recently attended Guzman y Gomez for the first time for their $10 burrito or bowl promo last Sunday.

I added on a large meal upgrade, asking for a Coke Zero for the drink. I was charged $7.50 for the meal upgrade, upon questioning "isn't it +$6.50 as per the menu" they couldn't really give me an answer why stating "the prices have gone up"

Upon questioning their online enquiries, someone from HQ stated (in short) 'from $6.50' price is only inclusive of a 600ML water, and any other drinks are extra. Their menu boards show a coke next to the offer with no mention of what's included.

Let's get this straight - I'm not making a fuss over one dollar. It's just whether they are conducting a misleading pricing practice or not? One dollar might not be much for me, one person, but if they con 1000s of people a day. Or have they covered their behinds with "from"?

If Hungry Jack's popped a coffee next to a whopper meal, but only post mix drinks were included, wouldn't there be outrage over the same sort of thing?

Poll Options expired

  • 6
    Not Misleading
  • 170
    Misleading
Food & Grocery

Related Stores

Guzman y Gomez
Guzman y Gomez

Comments

  • RobBoss on 09/05/2024 - 11:19
    +18

    You may report this to ACCC. Is it misleading? Looks like it.

    https://www.accc.gov.au/consumers/advertising-and-promotions…

  • Porker on 09/05/2024 - 11:22
    +2

    Was your coke 390ml or 600ml?

    Indeed confusing menu, but the difference between the two above is $1. The store not clarifying either in person or on menu is indeed annoying.

    If charged $7.50 for 390ml then even dodgier.

    • Food on 09/05/2024 - 11:27
      +1

      I received a 600ml. Didn't ask for 600ml specifically, but assume the cashier would have had the option to specify which.

      • Porker on 09/05/2024 - 11:30
        +3

        Ah.. k. The HQ response makes sense if the context was that the $6.50 includes 600ml water or 390ml soft drink - if you'd like a 600ml soft drink then that costs extra.

        Putting all that aside, my experience in general these days is that the 'care' (ie. clarification) that you're perhaps wishing existed at the time of sale doesn't exist anymore. Lots of drones working about so many won't go that extra to clarify a situation.

        • Food on 09/05/2024 - 11:33

          Yes that's totally fair, seems a fair bit of the onus should have been on the staff member to 1- know and 2- be able to clarify, none of which they did. They were very standoff-ish too. Meh

  • Trying2SaveABuck on 09/05/2024 - 11:30
    +3

    ive been caught out by this before be careful GYG - i like their food but they are a bit missleading

  • Food on 09/05/2024 - 11:36
    +5

    For transparency, here is the HQ responses.

    One
    Two

    I appreciate them crediting me with $1 rewards…. đŸ˜‚đŸ˜‚

    • KaTst3R on 09/05/2024 - 14:17
      +1

      Here is $1 credit so you can spend another $20 in our stores. Thank you for your business.

    • RobBoss on 09/05/2024 - 14:59
      +9

      TBH, we need more people like you who would go the extra length to make everything a tad bit better for the rest of us. It's the same with shops charging a 50-cent surcharge as a flat rate; they should all get reported since most are for under $10-20 and most definitely exceed what the bank charges them. It's not about the money. Say no to dodgy practices.

      • Food on 09/05/2024 - 15:13
        +6

        Thanks Rob. It does feel quite petty to argue over $1, but as I've said, it's the moral aspect - and the thousands that pass through daily.

  • payless69 on 09/05/2024 - 11:40
    +1

    Steve and Bob, just 2 yanks.
    Go out and find them!
    Maybe they worked for Gerry before?

  • djsweet on 09/05/2024 - 11:48
    +2

    I guess they think Large from 6.5 is clear enough. And indeed a 390ml soft drink is the same price as a water, and a 600mL soft drink is a dollar more expensive than that on the menu. So it all makes sense. I agree, it isn't clear enough. At the very least, the register staff should be able to explain it to you. Sounds like its not even clear enough for them to understand and they work there!

  • AngoraFish on 09/05/2024 - 11:59
    +3

    I like the food, but don't get me started on their business practices. For example, the app automatically pops up that your order is ready after 4 minutes, even though I have never seen them take less than 10 minutes to prepare an order, and sometimes as much as 25. And they will never even start making a coffee until the order is ready and I'm actually standing there, meaning that I end up sitting around another 5 minutes while the food gets cold. It's a waste of my time.

    • jm7 on 10/05/2024 - 06:04
      +1

      Agree. Super annoying. I think they have KPIs to meet so the staff just say it's ready when it's not. I also find picking up in store for app orders frustrating - unclear where to wait, often get ignored and/or uber eats drivers push in front.
      And the drive through is also annoying for app orders because you have to wait for them to make the just ordered meals in front of you when yours is supposedly ready and they never use the waiting bays (at my local anyway).

    • Joey2scoops on 10/05/2024 - 07:52
      +2

      Yes. I've had a go a number of times. I do my order on their App. It says it will be ready at 6pm. I go inside to pick it up, nothing. Someone asks what order in waiting for. I given them the number and they start preparing it at that point. 6.20 I have my order. Despite several discussions with HQ over this, their app and their processes remain unchanged.

      • jm7 on 10/05/2024 - 09:24

        Yep, it's definitely an issue that their management is unwilling to fix. What's the point of having KPIs that are not enforced and only result in a bad customer experience.

  • nubzy on 09/05/2024 - 14:34
    +6

    Typical for GyG. I have always thought their promotions were misleading and have a very poor view of the business overall.

    • original15 on 09/05/2024 - 15:21

      Good luck on their IPO tho right
      Years years years in the making

    • jm7 on 10/05/2024 - 06:22

      Agree. But their food is quite good and priced well for what it is.

      • nubzy on 10/05/2024 - 10:10

        I don't mind it as far as fast food goes. But I think it is exorbitantly priced for what you get, which is majority rice. And the portions have shrunk big time.

        • jm7 on 10/05/2024 - 13:26

          Agree. But adding all the extra freebies - coriander, pickled jalapenos, red onion and the spicy sauces makes it pretty decent.

  • brendanm on 09/05/2024 - 16:37
    -2

    It literally says "from $6.50". This would obviously be for the cheapest option, which is generally water. Price increases from there.

    • Food on 09/05/2024 - 18:27
      +4

      I understand. My view is that it should actually show (or name) water - not coke!

      • brendanm on 09/05/2024 - 19:22
        -2

        You could say the same thing about anything though. New house advertising always shows the fanciest facade and most expensive inclusions, then says "from $310,000". New car, they always show the top spec model fully optioned, alongside "from $29,990".

  • LFO on 10/05/2024 - 13:37
    +2

    I recently attended Guzman y Gomez for the first time

    Hopefully it will be the very last and only one …

    • Food on 10/05/2024 - 16:41

      Yes, but not some sort of "I will never be using your services/shopping here again" Karen rant. I'll just make my own burrito lol.

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