Five Guys — Restaurant in Burlington

So I've been to this five guys location several times now, and for the most part the service hasn't been bad. Slow yes, but bad, no. However, on my most recent visit I placed an online order at 709 p.m. and was told in the app it should be ready in 8 to 13 minutes. After arriving at the restaurant, I stood in line with many other people who had online orders. Long story short, it was 44 minutes after I placed my order before the food was finally ready. We were told by the manager that any in-store orders would go before our online order regardless of the time the order was placed. This meant that my order, which again was placed at 709 p.m., would be preempted by any and every order that was taken in store even though those orders were taken after my order was received online. As you can imagine, while I and many other people were waiting for our online orders to be ready, they kept getting preempted by in-store orders. I literally saw the staff take the yellow receipts for the online orders and push them aside so the white receipts for in-store orders could be processed. When I and others asked the manager why they were doing this he replied that it was company policy. Absolutely absurd! All orders, regardless of whether they are in store or online should be processed in the order in which they are received based on the timestamp when the order was placed. I could not believe what I was seeing, and that online orders were just being pushed aside and forgotten about in order to fulfill the in-store orders that came in after, and in some cases well after the online orders had been placed. Again, it was 44 minutes after I placed my order before it was actually ready because of this ridiculous policy, or what I assume must have been a misunderstanding of the policy by the manager who was running this store. Absolutely unacceptable. I heard many people say that they would never return to this location after this experience. I love five guys food, and will definitely give it another try, but I am very hesitant to place an online order again. I sure hope someone in management reads this and corrects the problem because they will lose a lot of online business, including people who are doing Uber eats...

We stopped at the Burlington location on the way home and placed a to go order. When we got home burger was raw. I tried to call restaurant about it and automated recording said if placing a to go order down load app. and place it through there. If you need to speak to an associate press 0, when pressed 0 no ringing or anything just get a message saying sorry missed your call leave a message and we will return your call then disconnected the call before you could leave a message. I tried several times Saturday night and through out the day Sunday. We live in Greensboro but was coming from Raleigh so that's why we stopped at this location. Wasn't driving 20+ minutes for them to correct. This has been my favorite restaurant even during radiation treatments I could still eat here opposed to other restaurants. However always went to one in Greensboro instead. After this will not...

Giving a High Five to Five Guys in Burlington NC at the Huffman Mill Rd location. Stopped on the way to the airport with my son and husband and wow was I glad we did. I had never eaten at a Five Guys before being from the part of Virginia I'm from there are none around us. First let me give a special shout out to Rebecca and Z and everyone working that day for incredible & friendly service, wonderful food, super clean dine in area. They were all smiling, with professional friendly attitudes delivering 5 star customer service. Great job. If you want fresh made to order burgers exactly how you make it at home with real French fries not frozen, washed down with an amazing milkshake then program this Five Guys location into the GPS and get moving you'll be glad you did no doubt. Thanks for Five Star Food, service and atmosphere Five Guys. Definitely will be back to...