Five Guys — Restaurant in Coral Gables

I honestly don't know why I keep coming back here. We usually order online, but that is a huge mistake. You are better off going inside and ordering to go in person. There is an app that is supposed to allow you to clock your arrival time so that the food can be ready. It clearly doesn't work. I arrived 20 mins after I placed my order, only to be informed that they havnt even started it yet. (This has happened the past 3 times I have been to this location) Supposedly there was an issue with the printer. This is the same excuse they always give me. Even worse...once they "found" my order it took another 30 mins for it to be ready. 2 burgers and a hot dog. Not very complicated. While I was waiting, people who walked in off the street and ordered food, received thier orders before I did. I'm not sure how that is possible since my food was ordered long before that. On top of the terrible service, the prices are rediculous. 6 dollars for a hotdog with nothing on it, and nearly 12 bucks for a regular cheeseburger! The only reason I didnt give this 1 star is because the food tasted good once I finally got it. I will think long and hard about returning to this...

Customer Service protocols need to be re-worked urgently. It's beyond apparent that the staff at this location isn't following Five Guys nationwide corporate policies and procedures but instead localizing those policies to their own discriminatory biases. This needs to urgently be corrected. The food I purchased as inedible. A complete waste of time, gas and money. The staff member they allowed to answer the phone was ill-equipped skill-wise by their own admittance and just totally adolescent in her behavior overall. Shame on you Five Guys. -5 star experience.

UPDATE: I immediately escalated these concerns outside of Google and was contacted by the District Manager. He 1) graciously welcomed the Voice of the Customer and 2) expressed very sincere intent to enforce Five Guy corporate standards here locally. As he managed the entire S. FL area, he'll ensure standardization in how customers / people are treated at Five Guys area-wide. My money spent on inedible food is being refunded. I'm increasing my rating based on this vision. Watch this space as I plan a return visit (and re-rating) soon and will audit my experience..of course while having fries...

🦗Bugs 🦗 So this would totally be a 5 star review cause I love me some Five Guys burgers. I don't eat it much cause it's pretty far away. Had to do some work up by UM and decided to stop for lunch. Yum. Got a burger with bacon lettuce tomato. Took a bite, piece of lettuce falls off and right before I put it in my mouth SOMETHING tells me to look at it. So I inspect. There were bugs (I knew what they were cause I have a garden; aphids) I took 5 of them off the lettuce and put onto a napkin. I take it to the register not making a scene or anything cause I mean aphids are hard to control. Well I tell the staff and show him the napkin with the bugs , he says let me tell my manager.She was making the burgers. He tells her ,she offers to make another with no lettuce. I accept, and say no tomatoes either. I stand there watching the whole time. NO ONE DOES ANYTHING ABOUT THE BUG INFESTED LETTUCE AND CONTINUED TO SERVE IT YO CUSTOMERS !! I then had to take it upon myself to inform everyone in there about the lettuce. Not even disappointed about the lettuce, more the way things were handled; absolutely...