Five Guys — Restaurant in Ottawa

It's sad to see customer service drop so much in a chain that I really enjoy. The food is still tasty, and they are still very generous with their portions. Their menu has plenty of choices and they have great poutine topping options. I also always enjoy snacking on their peanuts when I come in person.

Unfortunately the people working there come off as spiritless and they take advantage of services like Uber eats but don't take accountability for any errors on their side of the process. I don't think it's a big ask to make a short delivery to fix your own mistake, it's something other customer service agents have done for me before and it's something I've done for customers while working at a diner. Four people isn't really understaffed for a small burger joint, especially in the evening when they are much less busy, and yet that's the reason they gave for not having to fix forgetting an entire meal in their order.

I only ask for the level of service I expect from myself or my own team and it's disappointing to see so few other restaurants willing to go the extra mile for...

one of the most famous burger chains in North America, notably for their taste and service, and still at the top today.

their burgers are solid, well-cooked with great tasting toppings. I have not had any instances of old, off-colour, or bad tasting toppings in their food. their fries are fried in peanut oil, giving them a unique flavour and crispness, and their milkshakes use a great selection of mix-ins, including fresh fruit.

in the event of a mishap with the food or staff (our issue was with the packaging breaking open), the manager kept an incredible level of customer service and rapport with us, genuinely unmatched. they offered an entirely free order to reimburse us after our issues were made clear, likely not cheap for them considering their pricing model.

that's the only reason this isn't 5 stars; the pricing is the highest of any burger chains I know. in my opinion, it's worth it for a killer burger and fries, but it's not affordable in the same way as McDonald's or Burger King, aligning more with a beefcentric Zak's Diner or lite gastropub in terms of markering...

Awful experience here tonight. We ordered and paid, and the receipt never came out. The cashier called over a lady who held up both cashes trying to figure out what had happened, with no luck. A manager finally came and tried to assist while we stood there not understanding what was happening for over 5 minutes, when he finally grabbed an old receipt and asked us for the order again so he could write it down and give it to the kitchen. I asked what was going on and he just said it didn't go through, even though I did pay for it and saw it approved.. absolutely zero apology or direction from there. We finally got the food and took one look in the bag and they just dumped the entire cup of Cajun spiced fries over the burgers. How do they expect anyone to even get to their food with this practice? We've gone to many Five Guys before and never had such a poor customer service experience. To boot, the fries were awful, almost a sponge like texture. Thankfully the burgers still tasted good, or else it would be a 1...