Five Guys — Restaurant in Hamilton

Refused to take order, insensitive, discriminative, deceptive, poor customer service.

Friday evening my special needs aunt took it upon herself to order dinner at Five Guys Stone Church Mountain. She called, preordered, arranged a ride, triple checked that she had the exact change for the order and sat at the front door for precisely 15 minutes (the exact time the staff said it would take for the order to be ready for pick up). She insisted that she was going to go in by herself without any assistance.

To my surprise, she walked in to Five Guys and a few minutes later walked back out, clearly flustered, insisting that we leave NOW. Upon some insistence, she explained that there is no order under the name she gave and that they will not serve her at all until they have confirmation that she has called whatever Five Guys location she placed the order with to cancel that order. I was absolutely shocked that they down right refused her business but also by the insensitivity against a special needs woman. I called another Five Guys location to see if that was where she accidentally placed her order, with no success. Since her phone was left at home and the redial option not currently available, we told the staff that we cancelled the order and asked if we can now please place an order?! (Which is ridiculous as customers pleading to make an order) Finally, yes she could order but was scolded and warned to be more careful next time. Once my aunt left the building after receiving her order and to avoid further triggering her, I approached the staff and asked for the name of the woman who was handling my aunt and ultimately treated her with such insensitivity. I was faced with “it wasn’t me” by one staff then another girl approached with blonde hair and glasses and said that no one would have refused her order, which is suspicious because my aunt was insisting we leave NOW. I also object to the insinuation that my aunt was untruthful. I asked this blonde haired girl with glasses again, the name of who was addressing my aunt. She stated that she is the team lead and for confidential purposes she cannot disclose anyone’s name- which is misleading because in customer service jobs such as a cashier at a fast food joint, asking for a first name isn’t an inappropriate request. I asked where the girl was so I could ask her name personally so the team lead did not have to disclose information that she felt confidential, the team lead explained that the girl went on break. I insisted that I would wait. She said that I must leave. So in my final desperation, I asked the team lead for her name. She said Tony. Once I got home, I noticed on the receipt Lorrie L. was the name of the cashier, described by my aunt as a blonde haired girl with glasses. I am disgusted in the treatment of a special needs woman, the treatment of any customer for that matter and the lack of sensitivity and opportunity to have my complaint heard. We are regulars at this location and they have lost our service. I also work with people who are special needs and will definitely share this experience about the discrimination we experienced this past Friday evening. I really hope that changes are made. And if the only way I can be heard and protect my aunt is to continue to share this experience with anyone and everyone, I will and this review is just...

Updated review belowYou won't find a better burger anywhere. Never frozen....nothing in them except ground beef. They are a little more expensive than other burger places, but I don't consider their burgers fast good.Updated reviewNovember 2024. The quality and service sure has taken a nose-dive at this location. I was there last week and placed two separate orders. The first was for a bacon-cheeseburger with an extra patty in a bowl. I saw her put the patties in the container, but I couldn't get their attention. After the guy wrapped it I asked him to check because I was pretty sure she'd only put two patties in. Sure enough there were only two. Then the second order (again, ordered separately on a different ticket) was messed up too. It was for a little cheeseburger, with the toppings on the side. When he started packing it up I asked him to check that order too. He was packing two of the metal containers. I asked if there was a bun in one of the containers. He said no. This was for a cheeseburger in a bowl. I showed him the receipt and asked him where on the receipt it said in a bowl. He walked over to the garbage and dropped the bag in ~ he did not seem happy. Then there was today. I was there with my husband and he does not like to complain. If I had been there on my own I certainly would have. The fries were like cardboard. They were not cooked properly. It was then that my husband said the same had happened the last couple of times he was there. Undercooked fries I think we are done with this location of Five Guys. As mentioned, the food and the service has...

Today was my first experience with five guys ,as my and my husband went to order we had stated hello to the male cashier and told him it was our first time . Upon ordering we asked if the fries came with any of the burger items the cashier stated "I recommend a milkshake and fries" for one we didn't ask for a recommendation for two we were extremely shocked on the fact that one burger by itself was 12.00 so me and hubby ordered a burger each and a fry total was 35 dollars . Recieved our food about 7 mins later fries are all over the place in the bag (traditional I'm assuming) we take out our burgers the top and bottom buns are all mushy along with the toppings and it just wasn't satisfying at all besides that the floors were literally an ice rink they were so slippers on everyone was jumping to the carpets even walking on thw entire floor of the restaurant was slippery not just one area . FYI this happend today at lunch Def first and last experience not impressed especially on the price of the entire menu . Also I noticed somone eating peanuts .then near the ketchup I noticed a huge tub of peanut with no label are they for the customers...staff... ?? Just bad experience overall I have 6 kida and just to get iut to have lunch is extremely important to me and I also noticed stacks of high chairs? If I brought my kids to five guys it'd cost roughly 150 for everyone ..ridiculous not family...