Simple platform, bad customer service
June 16, 2022

Simple platform, bad customer service

Anonymous | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gusto

Gusto's platform is fairly easy to use, but if you have an issue, getting help resolving the issue will be frustrating, and time-consuming, and the issue probably will not get resolved.
  • Platform is fairly simple to use
  • Poor customer service. Today's issue was Gusto not depositing our payroll due to a Gusto system error, which they admitted. They will not do anything to resolve the issue. When we submitted payroll on time 2 days ago, their online system said that payroll had been submitted successfully. It showed a detailed list of how much each employee would get paid, the direct deposit amounts, etc. Today, on payday, our employees did not get paid. I logged into Gusto and it said that payroll had not been submitted. I reached out to Gusto customer service, and their response was: "Thanks for letting me know! We are currently having a system error. I checked with our engineering team and they said that they are actively working on a resolution to fix this. Our engineering team advised me to tell you that clear your cache & cookies as well, they are already on this and will be fixed sooner." So then I asked them to help me expedite payroll to get our employees paid sooner than 2 days, which is their standard. They said that expedited payroll can be processed in 2 days and there is nothing they can do. I have gone around and around with them for almost 2 hours, and they keep saying there is nothing they can do. They caused the problem, they admitted that they caused the problem, and they are refusing to fix it. Not paying your employees on time is a REALLY big problem, and Gusto is responding like this is the level of urgency of getting a FedEx package a day late for a shirt I purchased online. I am completely baffled. This is the 2nd time that Gusto customer service has been completely unhelpful in resolving the issue - this time, some of our employees may not be able to pay their bills on time.
  • Gusto bombards employers and employees with sales pitches for other non-payroll-related products.
  • Pay our employees on time
  • Create and file our tax returns on time
  • Help us resolve payroll issues when they arise
  • Our employees didn't get paid today due to a Gusto system error that was not communicated to us, so that's pretty bad for employee morale.

Do you think Gusto delivers good value for the price?


Are you happy with Gusto's feature set?


Did Gusto live up to sales and marketing promises?


Did implementation of Gusto go as expected?


Would you buy Gusto again?


If you want a system that is fairly easy to use, Gusto is good. The platform is not completely intuitive, but it's fairly easy to use. If you want to customize policies, etc, it takes a little bit of work and you may not be able to get the system to do what you want it to do. If paying your employees on time is important, I would not recommend Gusto as it does not seem to be one of their values. If you do not have a lot of spare time to resolve issues when they arise, do not use Gusto. I literally spend 1-2 hours talking/chatting with them each time we have an issue. It is frustrating. It does not seem that they train their customer service reps very well, and they are not empowered to resolve issues except inside an extremely narrow set of parameters. If there is anything unusual with what you need ("unusual" meaning pretty standard requests but not everyday occurrences), they cannot help you.

Gusto Feature Ratings

Pay calculation
Benefit plan administration
Not Rated
Direct deposit files
Salary revision and increment management