Five Guys — Restaurant in Cherry Hill Township

Let me just say, if I contacted the GM first, I would've gave 4/5 stars.

I ordered online yesterday 2.11.24 to try the grilled cheese with the added patty that I have been hearing about and wanted to try finally. I picked up my order and when I got home, I took a bite out of the sandwich and realized there was no patty inside that I paid for. I immediately called the restaurant back and was told that for a refund I would have to call back the next day between 7a-4p. The guy also offered me a free meal but that wasn't the issue. I then proceeded to call today to speak to the supervisor and the young lady said to me that the supervisor was not in at the moment. I asked her when she was going to be available, and she said that she would be walking in at any moment and took my info down for her to call me back. I waited almost an hour for a call back and I ended up calling the restaurant back after not receiving a phone call. When I did call back, the young lady I guess couldn't hear me and I ended up having to call back about three times after the clerk kept saying she "couldn't hear me" Finally I was put on the phone with the supervisor. I told her my situation because she stated she didn't know what was going on. She then tells me that I had to call back Wednesday since the GM was not coming back until then and the GM was the only person who can do the online refund. I thought this was ridiculous because I felt like I was getting the runaround. I ended up asking her(the supervisor) for the GM email or phone number and she gave me the number to Stephanie King and just by her energy I felt calm and relaxed because she right away said if this was a mobile order, I can easily fix this, and she did just that! I'm honestly not mad about the patty anymore it was the runaround the store tried to give me but then Mrs. Stephanie just made it so simple, and I literally got my refund back in five minutes talking with her. Keep her on the team!! Give her a raise because her energy made me change mines. I was honestly pissed off at the beginning of the call and happy at the end and that's what customer...

I hardly leave reviews but I've been compelled to leave one this time...So I'm a huge five guys fan, have been from the beginning and have been to many different locations. This one has never been a problem until as of maybe a year ago. Nowadays it just seems like kids are running the place and frankly it's no different than a McDonald's experience, except a lot more pricey. Toppings are always lazily and poorly cut, fries are always waaaaay oversalted and twice now I have had stuff missing from my entire order and burgers made incorrectly, and the only way they offer you a refund is if you drive back there and request it in person. They won't refund your card or your original form of payment, just cash, which I find completely ridiculous, so to this day I have not received any money back for the missing items in my order. Not to mention this location also doesn't really follow covid protocol, yep your food is being cooked maskless and you're shoulder to shoulder with other customers who happen to not care about personal space whatsoever. Next time I'll drive out further to the Cinnaminson location since I have not had issues there. And look, I'm not looking for a first class experience here, I just expect something slightly above a typical fast food joint when you're paying this much more for...

The food at Five Guys is pretty good but this location I went return to anytime soon. I ordered my food online at like 5:23, It says my food will be done by 5:31, I get there 5:45 and call. The guy said ok "we're just waiting on your fries and we'll bring it out" (curb side) I'm totally fine with that. After watching people that pulled up since I been there walk out with their food (like six different people), I figured maybe they forgot to bring it out. I go inside at like 6:25 and ask for my food. THEY NEVER EVEN STARTED IT YET. Never made my order that I placed online, never made the order even after I called and said I was outside. Even if they messed up and didn't make it until I got there, they would have got away with it. I didn't even go inside until around thirty minutes after the call. I have no idea why they didn't make it, doesn't even make sense. Got my money back after a bit.

Edit 2023: I forgot about this experience and went lol. I actually got my food this time but it was over priced trash. Why the hell would a double bacon cheeseburger and regular fry be $23 dollars? Y’all food has never ever been that good. I wish I could take away...