# Our payroll bombed and Gusto won't fix it

Today is payday, and our employees did not get paid. Gusto requires that I submit payroll 2 days in advance, which was done. I submitted payroll, and the 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, payday, our employees did not get paid. I logged into Gusto and it said that payroll had not been submitted. I never received an error message or a notice that there were any issues. I immediately resubmitted payroll, and when Gusto's office opened 2 hours later, 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 you 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, the error means that some of our employees can't pay their bills. DO NOT SIGN UP WITH GUSTO PAYROLL.

##### Post Metadata
- Posted at: about 4 years ago



## Comments
### Comment 1

Very similar to my experience. Their support seems helpless to actually change anything. 

My take is that they’re laser focused on gaining new users to show a rocket ship trajectory to their VCs and eventually their bankers for the IPO. They know that payroll software is very hard to switch from. Most people will be frustrated for a year or two before jumping ship. They’ll be public by then, so it’s not really a problem for them that your employees didn’t get paid. So why would they worry about it? 

Infuriating. 

##### Comment Metadata
- Posted at: over 3 years ago
- Author title: Owner




## Related Product
[Gusto](https://www.g2.com/products/gusto/reviews)

## Related Category
[Payroll](https://www.g2.com/categories/payroll)

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