Five Guys — Restaurant in Billings

One star is because they wouldn’t help my 80-year-old, disabled dad by bringing his carry-out order to his car. I order my dad a meal from time to time from restaurants in Billings that are convenient for him (easy to get into with his walker or with curbside pickup). In their online order system there is a check box for “special assistance required.” I hoped that would cover something like curbside pickup for disabled individuals. He thought it would be hard for him to pick up his food because it was quite crowded. So I called and asked if someone could bring him his order. After I explained the situation to the employee, she simply responded with, “we don’t do curbside.” I said, “I get that you don’t do curbside, hoping you can help him out” and was about to ask what “special assistance” meant on their website but before I could, she shut me down again. I completely understand if they don’t do curbside pickup, but sometimes you just have to be a human and have some compassion. If I’m in the wrong here and there is a company policy that the employees would have been be breaking by helping an old man, then 1. What does “special assistance” mean if not helping people with special needs? 2. I get it and 3. Fix your policy. Empathy makes for good company policy. Hope you can do...

If I could leave zero stars I would. We live 15 mins from five guys - one way. So, we decided to order online ahead of time so that our wait wouldn't be as long. I arrive at 6p, the guy at the register calls out the pick up order and then I ordered a shake. I was the only person in line at that time. I walk to the end of the counter and wait. Now, I've been to five guys in other states and typically if they call out a pick up order they either hand you your bag of food or say, "it'll just be a min." I waited. Got the shake, waited some more. Then a huge debate team came in so I had to step to the side. I waited 25 mins and said something once I got my food (that I waited 25 mins). The shake for my mother in law was completely melted and I said, " hey, when I got here the guy at the register called out the order and no one said anything." He then asked me how long I had waited. I let him know, very nicely, that I had waited for 25 mins. All I got was an, "oh, sorry." I was so mad I just left. I will not be visiting the Billings Five Guys again for a very long time, if ever. There are so many great local options that treat their patrons SO...

Delivery drivers, beware: This Five Guys location is consistently unprofitable to pick up from. As a Dasher, I’ve given this place multiple chances, but every time it’s the same issue—they don’t start making the food until after you arrive, even if you show up exactly when the app says the order should be ready. I understand the goal is “freshness,” but the app’s timing is generally accurate, and if Five Guys started orders when the ticket appears like most restaurants do, drivers would be in and out on time.

Instead, many Dashers know this place is a guaranteed wait, so they treat it as a break or errand stop while the timer runs, because it’s just not worth it. I usually stay until the app lets me leave due to excessive wait time, and even then, the food hasn't even been started, just a lonely ticket taped to an empty bag.

There’s also almost always a long line, which only adds to the delay. I wish this location would take a cue from other restaurants and prep orders as soon as they come in. It would help customers, drivers, and the restaurant itself run...