Location complaint drill-down

Comments: To be honest, the burger was no where near as good as it was my first time. This was kinda grainy. The cashier just didn't seem like he wanted to be bothered. I pretty much satisfied my hunger on the peanuts. BTW. my wife and daughter had no complaints, just seemed like I was the unfortunate one.

Comments: They didnt have my order ahead of time despite placing it on the app, I had to re tell them my order, completing defeating the point of the app and leading to a 20 minute wait from purchase point to order received despite there being no other customers Agent Notes: Order #41600198172557322 1x Bacon Burger (1 x $11.99) = $11.99 Select Unlimited Toppings: Mayo x 1 Select Unlimited Toppings: Hot Sauce x 1 Select Unlimited Toppings: Onion x 1 Select Unlimited Toppings: Jalapeno Peppers x 1 Select Unlimited Toppings: Green Peppers x 1 Select Unlimited Toppings: Grilled Mushrooms x 1 Select Unlimited Toppings: Grilled Onions x 1 Included: Bacon x 1 1x Large Cajun Fries (1 x $7.89) = $7.89

Comments: From case 5MWDVH 2026-02-18 03:21 PM CST: The guest ordered a cheeseburger, and the burger has bacon on it, and he could not eat pork. To case 5MW6GH 2026-02-17 07:53 PM CST: To Whom It May Concern, I am writing to formally complain about an order I placed at your Five Guys location at 1628 Shore Parkway, Brooklyn, NY 11214 on February 17, 2026 at 2:34 PM (Order ID: AAA8HNHAACBF). I ordered two Cheeseburgers All The Way neither of which included bacon. However, when I arrived home after driving from your location, I opened my order and discovered that bacon had been added to one of my burgers without my request. As a Muslim, I do not consume pork. This is not a minor inconvenience consuming pork, even unknowingly, is a serious violation of my religious dietary restrictions. Because I was already home by the time I discovered the mistake, I was unable to return to the restaurant for a replacement, and the burger was not consumable. I am requesting a refund or replacement for the affected burger. I have photos of the burger with bacon as well as my receipt confirming no bacon was ordered. I hope Five Guys will take this seriously and review your order preparation process to prevent this from happening to other customers with dietary restrictions. Thank you for your attention to this matter. Sincerely, Suphian Tweel suph.tweel@gmail.com 734-776-4172

Comments: From case 5MWDVH 2026-02-18 03:21 PM CST: The guest ordered a cheeseburger, and the burger has bacon on it, and he could not eat pork. To case 5MW6GH 2026-02-17 07:53 PM CST: To Whom It May Concern, I am writing to formally complain about an order I placed at your Five Guys location at 1628 Shore Parkway, Brooklyn, NY 11214 on February 17, 2026 at 2:34 PM (Order ID: AAA8HNHAACBF). I ordered two Cheeseburgers All The Way neither of which included bacon. However, when I arrived home after driving from your location, I opened my order and discovered that bacon had been added to one of my burgers without my request. As a Muslim, I do not consume pork. This is not a minor inconvenience consuming pork, even unknowingly, is a serious violation of my religious dietary restrictions. Because I was already home by the time I discovered the mistake, I was unable to return to the restaurant for a replacement, and the burger was not consumable. I am requesting a refund or replacement for the affected burger. I have photos of the burger with bacon as well as my receipt confirming no bacon was ordered. I hope Five Guys will take this seriously and review your order preparation process to prevent this from happening to other customers with dietary restrictions. Thank you for your attention to this matter. Sincerely, Suphian Tweel suph.tweel@gmail.com 734-776-4172

Comments: Order # 42182343686144008 I just had the worst experience imaginable. I ordered for pick up at 2:20 pm. I come into the Caesars Bay location at 2:45 pm to find that my burger is sitting on the tin foil without anyone doing anything. After about 20 mins, he goes to make my other burger and attempts to wrap up the original that had been sitting there. I told them to make a new one and they did. Then they almost got my order wrong. I ordered extra pattys and they didnt put them on until I said something. I thought ordering pickup was intended to save time? My order was an hour late and there were only 2 workers and its not even dinner time yet. I will not be ordering again.

Comments: Guest said that the store needs to hire more people, because they are waiting for 30 mins already, also the coca cola and sprite coming in at the same time, goes together

Comments: From case 5MZ5G6 2026-03-09 02:36 PM CST: I was really excited about the 40th Afterparty promotion since we missed the first one. I placed my order for pickup at 2:30 PM but didnt receive it until 3:20 PM. The employees working were clearly understaffed. The woman on shift was doing her best to keep up with the large volume of orders, but she had over 30 orders to manage and was the only one actively preparing them. She handled the situation as well as she could under the circumstances. However, management should have done a better job staffing the store. This location is always busy, and on a day with a promotion like this, it seems reasonable to expect an even higher volume of orders. Waiting nearly an hour for a pickup order was unexpected and unreasonable especially from a large franchise like this. To case 5MZ5D9 2026-03-09 02:19 PM CST: From case 5MZ5G5 2026-03-09 02:36 PM CST: I was really excited about the 40th Afterparty promotion since we missed the first one. I placed my order for pickup at 2:30 PM but didnt receive it until 3:20 PM. The employees working were clearly understaffed. The woman on shift was doing her best to keep up with the large volume of orders, but she had over 30 orders to manage and was the only one actively preparing them. She handled the situation as well as she could under the circumstances. However, management should have done a better job staffing the store. This location is always busy, and on a day with a promotion like this, it seems reasonable to expect an even higher volume of orders. Waiting nearly an hour for a pickup order was unexpected and unreasonable especially from a large franchise like this. To case 5MZ5D9 2026-03-09 02:19 PM CST: I was really excited about the 40th Afterparty promotion since we missed the first one. I placed my order for pickup at 2:30 PM but didnt receive it until 3:20 PM. The employees working were clearly understaffed. The woman on shift was doing her best to keep up with the large volume of orders, but she had over 30 orders to manage and was the only one actively preparing them. She handled the situation as well as she could under the circumstances. However, management should have done a better job staffing the store. This location is always busy, and on a day with a promotion like this, it seems reasonable to expect an even higher volume of orders. Waiting nearly an hour for a pickup order was unexpected and unreasonable especially from a large franchise like this.

Comments: From case 5MZRS7 2026-03-12 11:07 AM CST: Guest said the employees and manager were rude and ordered online as a guest for the BOGO offer without applying the code, disputed the charge with his bank because he didn't get 2 burgers. Wants to be contacted and wants the second burger. Order no: 42231097471533057 Amount: $11.61 To case 5MZP66 2026-03-11 09:15 PM CST: I went to pick up an order I placed online. After waiting for a while for my order to be ready, I was informed by staff that they ran out of patties and could no longer fulfill anymore orders. They told me to contact customer support for compensation/refund.

Comments: From case 5MZNFV 2026-03-11 08:04 PM CST: From case 5MZVWN 2026-03-12 05:20 PM CST: BOGO AFTER PARTY Location was out of product and guest did not receive his order. Order #42234692359208961 Order Status: Closed | Ordered on 3/11/2026 8:34:49 PM $18.78 Refund Request from Guest To case 5MZNFV 2026-03-11 08:04 PM CST: Placed an order but items were unavailable. Requesting a refund for items not received. To case 5MZNBR 2026-03-11 07:56 PM CST: Customer placed an order, but the restaurant ran out of items. Requesting a refund.

Comments: From case 5MZS7N 2026-03-12 12:34 PM CST: I had placed an order last night, but our order was cancelled by the store because they ran out of patties. However, on the App, it is showing that order is completed and was picked up. Why wasn't this updated? I never picked up because it was never made. We were told to call for refund, but nobody answers the call. And because of this, I cannot use your promo code again although my order was never completed. I am requesting refund for the order I never got. My order # is 42234168641634318. Please help. To case 5MZRB9 2026-03-12 08:43 AM CST: I don't know why it's showing "order picked up" on your side because my order was cancelled by that store. I went in to pick up my order but we were told that they ran out of beef patty so they cancelled many orders including mines. And still it's showing my order went through. We never got our order. Therefore, I want my full refund. My order # is 42234168641634318. Thank you! Agent Notes: Payment Summary Payment Status:Billed Total:$21.18

Comments: From case 5MZXRH 2026-03-12 08:33 PM CST: Customer ordered online pick-up and the system says complete she tried to pick-up but the store still not done making it and waiting for 45 mins Customer want to cancel and ask for refund Order #42256083712688151 To case 5MZX2W 2026-03-12 07:22 PM CST: I ordered ahead for 7:45 the place was backed up no worker could help me cause they were super busy I never got my two burgers please help

Comments: Customer said he waited long in line for an hour, and then both of the burgers patties were raw and soggy. He wants another order. He doesn't blame them because they were overwhelmed that night. He wants to be contacted.