Store Insights

Comments: Paid for a burger with extra patty and only got two. Paid for extra patty and did not receive. Agent Notes: Order #41074044806332432 Order Content 1x Hamburger (1 x $10.15) = $10.15 Select Unlimited Toppings: Ketchup x 1 Select Unlimited Toppings: Add Patty x 1 (1 x 1 x $2.00) = $2.00 Select Unlimited Toppings: Plain x 1 1x Cheeseburger (1 x $10.85) = $10.85 Select Unlimited Toppings: Mayo x 1 Select Unlimited Toppings: Ketchup x 1 Select Unlimited Toppings: Lettuce x 1 Select Unlimited Toppings: Pickles x 1 Select Unlimited Toppings: Grilled Mushrooms x 1 Select Unlimited Toppings: Grilled Onions x 1 1x Regular Fries (1 x $6.35) = $6.35 1x Regular Fries (1 x $6.35) = $6.35

Comments: I seem to experience issues at this location multiple times already. This particular time I placed an order for delivery and added in a tip for the driver however, for whatever reason the order is received as a pick-up which makes absolutely no sense when I added in a driver tip. Nevertheless, after trying to call the location over 5 times and the person who answered continuously hanging up on the call and claims we were disconnected which was just a lie. I requested to simply correct the issue but did not get any help and was told to place a new order and make sure I don't make the mistake of selecting pick up, which I have never done by the way and by then was just too late to reorder. I have to wait now to speak with a manager to receive a refund because the employee I spoke with had no knowledge as to what needed to be done and whom it needed to be done with or spoken to in order to resolve the issue. The previous other orders I have placed were either wrong or missing items and again some of the employees were of absolutely no help. Mind you I order five guys multiple times per week every week without fail for myself and my large family, so the orders are big and very expensive, but we love the food so we deal with it, but when these things happen it leaves a sour taste and causes me to want to go elsewhere. It's a huge disappointment because it happens often and I don't want to complain often as I feel we may be seen as "that complainer" and risk having our food either tampered with or purposely miss something I just don't want to risk that. I don't know who else to express these concerns with and oddly enough I just placed yet another order the very next day and this survey popped up, so I decided to fill it out and see if anyone actually cares about their loyal customers at Five Guys and properly address the issues and if not I won't be surprised at all because we as customers experience this very same treatment or issue far too often when it comes to food service and or delivery that it's become normal that no own takes the time and effort to put care in to what they do, but will see. I am not going to ramble any longer but there you have a loyal customers recent experiences. Agent Notes: Olo #41818634038575105 Order Type Pickup Subtotal $38.80 Tax $3.40 Tip $4.80 Credit Card (Visa - 9775) Billed $47.00 Bill Total $47.00

Comments: I dined in at the Selden location this afternoon with my wife. Joe took our order, I tipped, go my food and drink. The Coke was out on one machine and on the other tasted off a lot. I went back to the register and waited a few minutes, no one acknowledged me so I asked if I could switch to a bottle drink I would pay the difference. Nobody responded or even looked over. I waited another minute again and then asked again and it seemed to be a big deal to Joe and the other young guy. I was rung up for the bottle and told I cant switch or pay the difference I already paid for the other drink. Joe was short yet loud with me, and annoyed clearly. It was simple. I was just looking to get a fresh drink.