Five Guys — Restaurant in Toronto

An Extremely Disappointing Experience

I recently had the unfortunate experience of visiting Five Guys, and I must say, it was one of the worst dining experiences I’ve ever had. I had heard some decent things about the restaurant, so I decided to give it a try. However, from the moment I walked in, it was clear that this was going to be a regrettable decision.

First and foremost, the customer service was absolutely atrocious. The staff was unbelievably rude and unprofessional. When I approached the counter to place my order, the person taking it seemed annoyed that I was even there. They didn’t greet me or acknowledge my presence—just stood there, staring at me like I was an inconvenience. It felt like they were doing me a favor by allowing me to order food from their establishment. The lack of basic courtesy was shocking.

As I tried to ask questions about the menu, the employee’s attitude only got worse. They were dismissive, impatient, and gave me one-word answers as if they couldn’t be bothered. When I finally managed to place my order, I asked if it could be prepared in a certain way, only to be met with an eye roll and a sarcastic remark. This kind of treatment is completely unacceptable in any customer service environment, let alone in a restaurant where the expectation is to enjoy a meal and feel welcomed.

The wait for my food was another nightmare. Despite there being very few customers in the restaurant at the time, it took an extraordinarily long time to get my order. I could see the staff in the back chatting and laughing among themselves, completely ignoring the fact that people were waiting. When I politely inquired about the delay, I was given a cold, dismissive response. It was as if they didn’t care at all about providing a decent experience.

When the food finally arrived, it was just as disappointing as the service. The burger was hastily put together, with toppings falling out of the bun, and it was barely warm. The fries were soggy and tasteless, clearly not fresh. It felt like no care or effort was put into preparing the meal, which was a stark...

One of those places that specialize with a few menu items and are really good at their craft. I don't think I can compare this place to other typical burger 'joints' as their burgers and fries are really good and a notch (or two) above the rest.

A 'little' burger is a single patty and a 'regular' is a double-patty. Same sized bun, brioche style with sesame. 15 or so available toppings including sauteed onions or mushrooms.

They typically use 2 slices of american cheese, so you need to specify if you want less.

Fries are fresh-cut and fried in peanut oil. Salted or Cajun (preferred). They will serve fries on a paper cup inside the paper bag then top it off with more fries (excellent!!).

Milkshakes, Soda from fountains (coca-cola products).

Hot dogs and nothing else.

Orders are made to individual preference so they don't really stack up a heap of burger patties and serve them out in a jiffy. You'll have to wait until your order is done (the way it should be)...

The restaurant is reminiscent of 60s style diners with white and red accents. Their numerous awards and reviews are framed on the walls.

You will be familiar with this restaurant if you frequent the Virginia , Washington DC area in the 80s and 90s.

There are sacks upon sacks of fresh peanuts (serve yourself) and potatoes from different north american sources, so beware of allergens for those who are...

I used the Skip the Dishes service to place an order for a Burger, Fries, and Milkshake. My order arrived to my home by the delivery driver without the milkshake. I called Five Guys to let them know. They told me that they forgot to give the milkshake to the driver. When I asked them to either refund the cost of the shake or arrange for another shake to be delivered to me, they said that there is nothing that they could do and to submit a complaint to Skip the Dishes instead (which takes a long time). They other option that they gave me was to come and pick-up the shake myself which was not an option for me because I don’t have a car and the restaurant is too far away. That is why I used the delivery service! When I made my point to them that because this was their mistake and not mine, they should take responsibility for correcting this, they said that there is nothing that they could do. This is very disappointing customer service considering the restaurant admitted that they made the error and refused to fix it, leaving me an unsatisfied customer. For this reason, I will never order...