Five Guys — Restaurant in Conroe

I've eaten at this Five Guys many times hence the two stars instead of one...but yesterday was definitely my worst experience. I would say they get our order wrong about 1/3 of the time. Yesterday we ordered Door Dash. Most of our family is dairy intolerant. We placed the order correctly but all burgers were delivered with cheese. I called them directly to see how to remedy the issue. The guy on the phone didn't know what to do and once I explained that we couldn't eat it due to intolerance he said "so do you want a refund...or...what?" He wasn't snarky, you could tell he just didn't know what to do with the situation. I told him a refund would be fine. He puts me on hold and I'm assuming talks to the manager. Gets back on the phone and simply states "sorry, we can't give you a refund." After some silence since I'm waiting for him to let me know how they'll make it right I said "so what is your all's suggestion on how to remedy this?" He replied that they could either give us a gift card or remake the order. I was fine with either one of those options but I did tell him my husband had to head to an interview so if they wanted to do the remake option it would have to be another day but that I was fine with a gift card too. He seemed confused by the remaking on another day part and put me on hold again and sounded like he told the manager he didn't know what to say to me which was confusing since I told him either option was fine. They just hung up on me... I did take it up with Door Dash at that point and got a refund but me snd my husband were quite perturbed by their unprofessional response of...

I took my wife here today (Saturday around 11:45). There was no line, and as it was our first time, we took a minute to figure the place out and look at their menu. Our order taker and cashier, Chyna, was awesome! She explained everything to us, and helped us pick what we wanted. We got two burgers, and an order of five guys fries, and an order of Cajun fries, with two drinks. The kitchen is in full view, and they shout the orders out as they are placed, so you know this stuff is made to order. The kitchen is very clean! Staff is awesome! The burgers were great. Flavor wise, I feel the beef patties were not seasoned, or barely seasoned. The buns could be thicker, or toasted, because both of ours were falling apart before we were halfway done. But, still tasted fine. Just messy! The fries were great! We had two "little" orders and they were anything but little. I wonder what the large order looks like!! Restaurant is clean with plenty of seating. I knocked a star because despite our good food and environment, the price! For two burgers, small fries and drinks, it was $35, plus tip (well deserved tip). It seems for a burger joint this is a bit high. I would like to go back, and probably will, but paying nearly $20 a person for a burger meal is up there. Either way, if that doesn't bother you, definitely give this...

The entrance is confusing for someone who has never been there before. There is no immediate indication pointing where a customer should go to order. I watched this happen twice more while I was eating.

The restaurant was dirty. Tables weren't clean despite there only being two other small groups besides my own. The floors around the tables were dirty with dropped food and litter.

The food was okay, I got a bacon cheeseburger all the way. The bacon was stale and hard to chew, like day old bacon heated up in a microwave.

Originally I was going to get sweet tea to drink, but I decided not to after tasting it for sweetness. It was a little too sweet for my taste, and that wouldn't have been a problem as I could have added unsweet to balance it out. But, the tea was old. It tasted off and was not good. I got a cherry coke instead, I reccomend doing the same.

Over all, it seems like there is very little daily maintenance that gets done. Either due to understaffing or poor management.

The atmosphere was strange. The music choice was poor and did not set a comfortable mood to enjoy my burger with stale bacon. Lots of clashing chords, it sounded like the soundtrack to a horror movie.

The best part of my visit here was leaving and not looking back. Avoid this place and eat...