Location complaint drill-down

Comments: Hello Five Guys Customer Service Team, Im writing to share some feedback after a few disappointing experiences at different Five Guys locations recently. Ive noticed a decline in quality at stores in multiple cities, which has been surprising given how much Ive enjoyed Five Guys over the years. In Austin, TX, the burger patties felt noticeably smaller, and the overall taste just wasnt what Ive come to expect. The toppings were consistently cold, which took away from the experience as well. At the White Plains, NY location, my order was missing fries entirely. When they were brought out afterward, they were already cold. Ive also noticed that fry portions in general seem to have been reduced both the cup size and the amount that used to be poured into the bag. That generosity was always a hallmark of the brand, and its hard not to notice the change. What makes this especially disappointing is how much I used to admire the story behind Five Guys. I remember listening to a podcast about the companys early days, where the founders involved their kids in tasting and choosing the best ingredients and toppings. That focus on flavor, quality, and doing things the right way really stuck with me. Based on my recent experiences, it feels like the brand has drifted from those roots. Five Guys used to be the place to go for me growing up, and I genuinely wanted to keep supporting it. Unfortunately, these recent experiences have made it difficult to justify returning, and for now I dont plan to come back until I see a noticeable improvement in quality and consistency. Im sharing this feedback because I still care about the brand and hope its helpful as you evaluate operations and standards moving forward. Thank you for taking the time to read it. Best regards, David Wolgin

Comments: Only 2 kiosks? I had to walk out since no one was there to take my order. People at the kiosks were very slow. It is faster to actually have an employee take the order. It was my 1st time in over a year going to five guys. I'll try you again next year or maybe 2028

Comments: To whom it may concern I picked up my online order, I ordered a large regular fry with a bacon cheeseburger and 2 more items. My bacon cheeseburger was missing some toppings and they gave me Cajun fries which I cant not eat anything Cajun. I called the store directly but every time I pressed 2 to speak with a manager, it would just leave me on hold and automatically hang up. After a few failed attempts, I chose the option to place an order Surprisingly a rep picked up. I explained my situation and she said they would have to contact the store directly, which they tried to. but did not get a response. I was told to just keep calling back at a later time but every time I do its the same outcome. I am extremely frustrated.With food I cannot eat on top of going through all these loops to get a partial refund. Please help me?

Comments: My order was incorrect. It had the right reciept but the burger was the wrong one in the foil. Agent Notes: Order #41281730637889554 Order Content 1x Cheeseburger (1 x $11.29) = $11.29 Select Unlimited Toppings: Mayo x 1 Select Unlimited Toppings: Ketchup x 1 Select Unlimited Toppings: Mustard x 1 Select Unlimited Toppings: Lettuce x 1

Comments: Order did not meet the typical five guy standards. Burger bun has a fraction of the sesame seeds as usual, burger itself was very dry/ overcooked and the burger itself was soggy upon arrival. I have very disappointed

Comments: From case 5MVM7G 2026-02-15 04:43 PM CST: I already submitted that we did get our French fries. Upon opening my burger there was also mayo on it. Please refund one of the hamburgers as well. To case 5MVM6H 2026-02-15 04:30 PM CST: They forgot to include French fries on our recent order. We ordered a large and regular French fries and did not receive them.

Comments: From case 5MW59X 2026-02-17 06:58 PM CST: I have sent two messages about issues with my online order from 2/15. My fries were not included and one of the burgers had mayo on it. Please refund me for the fries and burger. To case 5MVM6H 2026-02-15 04:30 PM CST: From case 5MVM7G 2026-02-15 04:43 PM CST: I already submitted that we did get our French fries. Upon opening my burger there was also mayo on it. Please refund one of the hamburgers as well. To case 5MVM6H 2026-02-15 04:30 PM CST: They forgot to include French fries on our recent order. We ordered a large and regular French fries and did not receive them.

Comments: I ordered a coke bottle with my order but it was not delivered. Please refund me $3.29. My order number is 41882807025352706 This has happened multiple times with this restaurant by the way. Very frustrating. Agent notes: 41882807025352706 Order Content 1x Little Cheeseburger (1 x $9.59) = $9.59 Select Unlimited Toppings: Mayo x 1 Select Unlimited Toppings: Ketchup x 1 Select Unlimited Toppings: Mustard x 1 Select Unlimited Toppings: Pickles x 1 1x Little Fries (1 x $5.69) = $5.69 1x Coke Bottle (1 x $3.29) = $3.29

Comments: I put an online order, the cheeseburger no bun bowl only came with one patty instead of the advertised two. The large fry bag was barely filled as well. Not pleased with the service.