Five Guys — Restaurant in Charlotte

This location is a hit or miss, and more often miss. The temperature of my burgers have been lukewarm in the past visits, to the point where the cheese isn’t melted, so that tells me it’s not cooked to order or fresh. This last time, I ordered through Grubhub since I had a gift card and didn’t want to drive to the store. That was a mistake. I ordered a cheeseburger, regular fry, and vanilla milkshake. This wasn’t a cheap meal, especially ordering through Grubhub, it was over $30 (including fees, taxes, tip). My burger was not cooked all the way and there were raw spots within the patties…I’m not talking medium or even rare, just raw. It wasn’t cooked thoroughly, which is completely unacceptable. The regular fries barely filled the cup, which I’ve never experienced, I’ve always gotten plenty of extra fries which is something I look forward to at five guys. It wasn’t even the amount of a little fry. My milkshake was basically melted. I immediately called the number on the receipt to inform the restaurant of the issue, apparently there’s an automated system that picks up calls. I left a voicemail about the issues with my order. It’s been weeks and I’ve never received any callback, response, nothing. No apology, no we’ll fix it, not even an acknowledgment of any kind. I was waiting to hear back, but since there is clearly no customer service present, I’m writing this review. Very disappointed that I received raw, non fully cooked meat on a burger for over $13, the stingiest amount of fries for $8, and melted shake for $7. Way too much money and not worth it. I won’t be returning and don’t recommend...

It amazes me not only how popular this particular location is, but just the fact that they are always understaffed and still work super hard to make every order just right. I don't understand why the regional manager of this location doesn't pay the staff more. It's a shame that high school age employees have incredible work ethic and discipline, despite how much they have to endure (i.e., only having 2-3 team members on average showing up to their shifts) to provide excellent service for an entire zip code the way they do. The phones don't work for this location. I am not even sure online ordering is possible some days. Yet, you will find them giving you exactly what you ordered or doing everything they can to ensure your order is correct (not to mention resolve any issue you have with no argument, just continued humble service). If I owned this restaurant/establishment, I'd pay the employees +$20 per hour, manager +$65,000. I've had these burgers, fries and so have my family. We are worried that one day, due to the lack of care and professional support of the staff at this location, it will close. Hopefully, the men and women in charge of wages extend their appreciation for their staff being responsible for the best burgers in Steele Creek of Charlotte, NC with compensation and more of a commitment to developing it into more of a staple in this area. Good leaders find a way to pay for the great work those they lead do; I will keep praying for one such leader to step up and make a positive statement with raises and hiring of staff for this store to ensure it gets to stay here for...

We all know how good this chain can be. Unfortunately, this is not one of their better locations.

I frequently pick up orders here; often for customers, occasionally for myself. Usually there’s either an extended wait (as in the fries take longer than the burgers), or they omit an item from my order.

Five Guys corporate will tell you that they will have your order ready within eight minutes. That’s their standard. This location will make you wait that long for fries. Then there’s the milkshakes.

Milkshakes are relatively new to this chain. They’ve had a few years to adjust, but haven’t quite figured it out. Every time I’ve been there for a pick up involving milkshakes, they have the shift leader make it ten minutes before anything else is ready; either that or I have to remind them after the food is ready.

And then we get to the burgers. They claim to cook everything “juicy and well done”. It’s well done alright, crumbly and dry. They over cook everything; their saving grace is the delicious bread and fresh toppings. The meat from this location is not worth the price.

Five Guys is a decent burger chain, but their opportunistic franchising leads to inconsistency in their brand. The crew here seems to be disinterested and unmotivated, consistently. While they do have great locations in the Charlotte area, this isn’t...