Five Guys — Restaurant in Vaughan

I had to edit this review, because the quality has fallen off at this location so badly that I will never return. These guys are taking SO MANY shortcuts. Wendys has better quality than this Five Guys.

My number one concern is that I have received 3 orders in a row where the buns were NOT TOASTED AT ALL. For the third one, I stood right at the glass and watched them do it. They took buns straight out of the bag and made the burger. The sauces absorbed through the bun by the time I got home (1km away!). I picked it up and it fell into several soggy fragments.

Add to this the level of stingy portioning I have seen from this Five Guys, including tiny fry portions, undercooked fries, 1 tiny leaf of lettuce barely 4cm big on a whole burger, little bacon fragments that barely qualify as one strip, underweight patties (yes, they make their own patties and I would bet any money these are nowhere close to the 4oz uncooked that they promise).

The manager contacted me after I wrote 1/10 on a survey. He emailed me saying that he assures me this is not their standard and that he would call me to follow up. He asked for my number. I gave him my number, he didn’t call. I guess they figure people will just give up and that you don’t need...

Bad customer service, the server entered the wrong item “grilled cheese sandwich”, instead of “veggie sandwich” that I wanted. I caught it when he printed the receipt and pointed it out to him. He kept insisting that I had selected the grilled cheese and he had not misheard me. The veggie sandwich is slightly cheaper, instead of refunding the difference to me the server tried to convince me that both are the same price. When I showed him the list price, he tried to get me to upsize my fries, then he tried to get me to go for the veggie cheese sandwich so he wouldn’t have to refund the difference. After I patiently explained that I cannot have cheese since I’m lactose intolerant, he finally got his manager to refund the difference.

I don’t care about the small price difference, but I do care about the principle- if you make a mistake in taking down the order, own up and explain to the customer how you will fix it, don’t try to put it on them.

This location is not well run, the peanuts were finished and not refilled even on request. There were no napkins anywhere and you needed to stop mid meal and go to the counter...

On point. The burger was perfect and tasted great. It was so nice to actually get a burger that also looks like the advertised picture, instead of something that seems like it was put in somebody's back pocket before they went horseback riding. Although the burger is closer to a standard for taste, the fries are so much better than any regular fries. I think it's the peanut oil they use. They also give you a ton as you can see. That was the smallest size fries as well. The establishment is in good shape and clean, but they do need to get their washrooms fixed though, the good news is that the family one that was working was clean. Good job checking my COVID passport. They actually scanned my QR code. Located in a plaza just off highway, it has good parking and is easy enough to get in and out of. Andy was great, and the rest of the staff were also friendly and efficient. One of the better Five Guys I've been to. ASIDE: Hawk also had lunch right outside the window. Who would have though they would have good...