Five Guys — Restaurant in West Vancouver

Extremely disappointing and unacceptable. This was one of the worst food experiences I’ve had in a long time. The fries were completely overcooked — dark, burnt, and overloaded with salt. The burger tasted old, with an unpleasant smell that made both me and my daughter feel nauseous shortly after eating. I’m truly shocked by the lack of quality and care.

We ordered from the West Vancouver (Park Royal) location on Thursday, May 15th — and honestly, we wasted both our money and our health.

I paid $31 for two meals, one drink, and one fries, which was extremely overpriced. In my opinion, the real value of what we received shouldn’t have been more than $10.

For the price I paid, the food was absolutely not worth it. I’ve even kept samples of the food in case I decide to pursue a formal complaint.

I expected much better from a place like Five Guys. This level of quality is simply unacceptable and needs serious attention.

I usually don’t leave reviews, but I feel the need to share our experience. After taking just a small bite of our food, we informed the cashier at customer service that we were not satisfied and wanted to return it—or at least return one of the items. Unfortunately, they told us it wasn’t possible.

What was more disappointing is that they didn’t even consider our feedback. They simply said, “The food is okay in our opinion,” and basically made it seem like the problem was ours for not liking it.

We ended up throwing the entire meal away, which was frustrating and wasteful. It’s not just about the food—it’s about how customer concerns are handled. We walked away feeling dismissed...

I have went to Five Guys in downtow Vancouver before and I enjoyed their services and food. I went to this same restaurant in Park Royal with the same expectation I had for downtown one and it was really disappointing. The crew who placed my order didn't even say hi to me for like three minutes and was not friendly at all unlike the crew in downtown. I did not order the burger but their burger making technique was frankly terrible and the fries i ordered were just terrible and terrible. The fries were soaky as hell, fries i make at home is much more crispier (I am damn serious). I ordered regular fries and dispite it being regular, it was even smaller than the little fries from downtown. (Well I didn't even finish the fries because it was so soaky so it didn't matter but I expect is to be the same if it has the same store name) Also the staff who gave me the fries was pretty rude, I mean she didn't even say a word to me. I hated the experience here, and I would never go back again. If you want five guys from Vancouver, just stick with downtown one, it's just like 15 min ride...

Is there a way to give zero stars? They really didn't do anything to earn a star on this one. The absolute worst order I've ever gotten from five guys. Fries were just room temperature. Not hot at all. I ate a couple right away and they were not hot. Tasted stale. The manager on duty was just standing there with her arms crossed as if she didn't want to be there. Not sure why she couldn't take my order. Instead she got someone to come out of the back which took a minute. Burger was also pink in the middle which is completely unacceptable considering they smash the burgers down thin on the flat top. I guess they're trying to get people sick. Also took the order home and I wasn't all the way back to get my burger remade, and get fresh hot fries. As someone who's worked in kitchens if you grind the meat in house you can cook it to however you like but we all know they aren't doing that. I wouldn't call myself a regular but I do eat there about twice a month. I would have lived with the fries being stale. But the burger being pink inside had turned me away from eating...