Five Guys — Restaurant in Coral Springs

I ordered from this location via DoorDash last night and it will probably be the last time I do so. I placed an order for a cheeseburger, fries and shake. My very kind DoorDasher called to say that their shake machine was broken and the store’s policy was no refunds on DoorDash orders but he’d be happy to get something else for me. A policy of no refunds didn’t (and still doesn’t) make sense to me so I asked to speak with someone who worked there. One of the workers came on and reiterated that they don’t offer refunds so I could choose something else or not. I asked what was comparable in price to the shake ($6.98) and I was told…a $2 soda. I didn’t know how to respond so he said if his manager was ‘in a good mood,’ he might be able to give me a burger so I said that would be fine. He asked what kind of soda I wanted just in case he couldn’t sway his manager and I stated my preference. When my DoorDasher showed up, guess what was in his hand? A soda.

I have several issues with the way this played out. It’s fine that the shake machine was broken but what kind of a policy is no refunds, especially when you’re offering something you can’t actually provide to the customer?? Then to say they may or may not be able to help, depending on the manager’s mood, was next-level. I understand that it was a Friday night and they were probably slammed as well as possibly short-staffed but it boils down to basic customer service, which this...

So here’s my dilemma with this place…I have been coming here for years and never have I had a problem until today. My son waited for over 20 minutes for a mobile order and not once was he approached about why was he there. Instead the employees were sitting there talking about how they are going to smoke weed etc. When I get the food it’s cold and when I call the manager Monique she tries to make excuses for her employees and says that my son should have gone to the front and ask for the food. Never mind asking the customer how can they help them, the customer is now supposed to know what the store protocol is. Instead of the manager apologizing and providing a refund I had to demand a refund and she said I would need to bring the food back?! I’m supposed to drive 15 minutes back to the restaurant so that I can merit a refund? This is the worse customer service I have ever received. I will never go back here again. Please hire competent people that actually care about your customers. Because I’m not even going to go into details of how the girl unprofessional the girl who answered the phone was…she thought I was an employee and said “who this?” This place is a joke! It took close to 30 minutes to finally...

Ordered for pickup - a Little Cheeseburger (Mayo, Ketchup, Lettuce, Pickles, Tomatoes) and a Little Bacon Cheeseburger (Mayo, Ketchup, Lettuce, Pickles, Tomatoes) and a large order of fries.

When I arrived, I was the only customer left in the place when an associate asked for the name on my order. After about five minutes she handed me my bag and I left.

After getting home, I found the two burgers buried underneath the extra fries they always add to your bag, which is usually a really nice perk. However, all of the fries were undercooked and greasy.

The regular cheeseburger was okay, but the bacon cheeseburger was a complete screw-up -- it had no bacon, and instead of ketchup and mayo it had onions and mustard! How do you mess up an order that bad? Makes you wonder how many orders are done wrong when there is more than one customer present.

In times like this when prices are high and dining out is more of a treat than a normalcy, you better make sure your employees are well trained, and capable of doing their job. We won't be going back to this Five Guys location...