Five Guys — Restaurant in Derry Township

Surprised the employees at the Hummelstown Five Guys on Tues, April 17, 2018, when I ordered from their "Secret Menu" ... lol. I ordered a "Double Grilled Cheeseburger" which consists of two grilled cheese sandwiches with two burger patties inside. I added grilled onions, lettuce, tomato, pickle, & mayo on mine. After the employees put their heads together to figure out how to ring up the order, I was hit with the 'sticker shock' of this expensive endeavor, but this was my experiment ordering such an item so I forked over the cash and went to anxiously await my order.

When I unpacked my order, the "Double Grilled Cheeseburger" didn't quite fit in the foil they use to wrap up their sandwiches. It was a beast and very messy to eat, but that's not a complaint. After ordering the "Double" this go around, I believe the two extra pieces of bread from the two grilled cheese sandwiches serving as the burger bun was more bread than necessary and if I order from the 'secret menu' in the future, I'd just order two burger patties inside one grilled cheese sandwich. While this burger was tasty, it wasn't the best burger I've ever ordered at Five Guys. The reason I deducted one star was not because of the extra bread that I've already commented on, it was due to the grilled onions not being left on the grill long enough for them to actually start to caramelize. They were rushed and placed on the burger way too soon, and therefore the loss...

I usually love Five Guys. Is one of my favorite burgers, and I love their fries. For me it is a decadent treat, not a regular place for a meal. I decided to treat my family to Five Guys for our Memorial Day Holiday meal. (Means I didn't have to cook😉). I drove about 5 miles (20 minutes there, 20 minutes back) to pick up our food. I was so hungry and so excited for my meal. I opened my unusually small burger and found they left off half my toppings. My burger was missing mushrooms (I ordered extra), lettuce, tomato and BBQ sauce. Was just a burger with onions and green peppers. I am so disappointed. I ate the less than satisfying burger, and tried to call them to let them know about my experience, and they didn't answer. I called at 8:45pm, and perhaps they were closing early for the holiday, but I called an additional 6 times before 9pm, and the phone just rang and rang. It's one thing to have a disappointing burger that was not as I had ordered, but it's another thing to not be able to air...

I placed an online order on my way home picked it up but when I got home it was missing an entire burger out of the four we ordered. I called and asked them for a refund and to make it right. The person did not apologize, only made excuses, minimized and did not seem sure whether he would or would not make it right. What you say and what you don't say to a customer matters and we receive those messages loud and clear. Perhaps you should train your staff in actual customer service. You might consider beginning with an apology or owning the mistake you made rather than making the customer feel it was somehow their fault. My mistake was wasting my money at your restaurant and receiving lousy...