Five Guys — Restaurant in Brookfield

It looks like all the reviews written before me have been super positive, however with our experience yesterday I was extremely disappointed all around.

When we walked in, there must have been 6-7 employees behind the counter. By the time we got to the register to order, 4 of them disappeared. We ordered and sat to wait for our food. There were probably 3 other groups of people waiting for their food as well. Not busy at all. It took 25 minutes to get our order.

There were only 3-4 employees working behind the counter. One taking orders or just standing there, another SLOWLY working the grill, another literally walking back and forth taking his apron on and off (that’s literally all he was doing), and another pushing a cart slowly around, but not doing anything with it.

There was no sense of urgency and total lack of leadership for efficiency with making the orders and delegating tasks. All groups waiting for their food waited way too long for how many employees were there. So many places are understaffed, but not this place. They seemed over staffed but lacked greatly with providing decent service.

Not to mention- so over priced! $40 for two burgers, one order of fries, and a milkshake. The floors were nasty and they forgot our milkshake.

Total let down. What happened to customer service and...

Had an AMAZING experience at the newest Five Guys at 16730 W Bluemound Rd in Brookfield, WI. Ridiculously personable gentleman greeted me as I walked in. I don't know how he knows me, but I'm apparently his "brother". Musta been called "brother" 17 times while I was in there. I felt less special as my time went on in there as he called everyone "brother", but my word, was he awesome! I watched as a young lady who I recognized from the Brookfield Square Five Guys was cooking with care. Another gentleman was carefully putting a burger together as another guy, in a black shirt, which led me to believe he was the manager, worked on the grill. Lastly, the greeter was getting scoops of fries and handing out bags of food. All were courteous, but the dreadlocked young man who greeted me never stopped talking. I run a business and listening to this guy with his positive nature made me feel fantastic. I had planned to eat in my car, but decided to sit in the lobby to listen to him work. Word to the wise, Five Guys: I handed this young man my card if he was ever looking for employment. Get this guy to move up your ladder! He gave off a great first impression! Oh, and the burger is still my favorite...

On Christmas Eve, my boyfriend and I decided to try out five guys for lunch. We both had never been to this location nor dined at five guys in many years. Keith warmly greeted us at the register and we immediately felt his positive vibes. Keith had us laughing with his good natured humor and great attitude! Keith and staff were efficient and kind! The food was delicious! The positive vibes were out of this world! Especially on Christmas Eve, the time we all love to be with the ones we love, and here Keith and staff were happy to be there and serve others! Definitely the most special team I've experienced in my 45 yrs of life! Thank you thank you Keith, Ashante, Cat and Carla for making me and my boyfriend's Christmas lunch so warm, positive and pure magical!!! I would recommend this Brookfield location to everyone and definitely 5 star...