Five Guys — Restaurant in Durham

Update: I was very Impressed with the upper Management response. I received a call within 12 hours! They offered to feed the staff anyways! They truly care about their customers.

This store has poor customer service. I am an Area Supervisor for another local Restaurant. The staff had worked really hard this weekend so I decided to buy them food. I asked them what They wanted and they said Five Guys. While I realized it was close to closing time. I decided to try to call first to make sure I get the order in. The Phone was off the hook. So i decided to order Online. By the time I got the food order completed online it was 8:55 PM. I am not far from them so I jumped in my car and went up there since the online order was not going to be ready until 9:04 PM. On my way there the Manager or Shift Runner CALLS me! (conveniently all of a sudden the phone works) He says what do you want to do with your order we do not open our doors for security reasons past 9:00 PM. I said make it. He said he would have to cancel the order since it wouldn't be ready until after 9 PM. I told him I want his District Manager's Number. He said he would have to look it up. I said well do that. He said see you when you pull up. I thought I that point he was going to make our food and have it ready when I got there. WRONG! Side note... First off if this is company policy then the online ordering system should be set to cut off orders at 8:30 pm or 8:45 pm to prevent orders from coming when they can not hand them out. Why would you take a consumers money tell them to be at 9:04 pm which by the way is after close. So moving along in my story. I arrive and call and tell him I am here to pick up my food he said I told you I cancelled your order. Then FINALLY he mentions "it didn't matter anyway we ran out of cheese" He did not mention at all when first called me about the cheese. Nor did he give me the option to have them leave it off. Since we work at a restaurant with cheese since they are unable to keep up inventory on a necessary item for operation. I ask him did he have a chance to look up the District Managers number. He said no he didn't have it but he could give me his GM number. I said I did not want it I wanted the District Managers number. I then told him he could call his GM and then get the District Managers number from him. So he then put me on hold. Came back with someone phone number named Chris which I would be surprised if actually was the District Managers number. As I write this I get an email notifying me I was getting a refund due to security reasons and that he told me when he called me that they had no cheese. (which he didn't. tell me that until after I arrived at the store). I then called Five Guys guest relations department. I asked if an order is sent online is a store suppose to make it? She said yes. Even if it won't be ready till after close? She seemed uncertain. She told me she was making a report and someone in the field will be in touch with me. I guess we will see if they do. I will upgrade my review based on the response I receive from...

I ordered my meal online as a curbside order. Upon arriving to the store 15 minutes later, I indicated via the automated link provided by Five guys that I was outside. Per the website, the store would be notified that I was outside. I also called into the store to remit the same. The associate advised that my order would be brought out. After waiting outside for 15 minutes, I called back into the store to inquire about my order. The same associate advised that he would have someone to bring it out. After waiting another 5 minutes, I called the store requesting to speak with a manager. I spoke with Pamela, the assistant manager, who was rude, non-teaponsive, unapologetic, and defensive. Consequently, I told her that I wanted to cancel my order to which she hung up on me. I watched from my car as she continued with preparing orders instead of migrating to a register to cancel my order. I, therefore, called the store again, and requested to speak with Pamela regarding her behavior as well as to receive written confirmation that my order had been canceled and the money refunded. Instead of Pamela coming to the phone, I was diverted to another manager, Karen (??) who instead processed the cancellation and had an associate to bring my cancellation receipt outside.

I have no plans of returning to Five Guys at this location. If Pamela is the standard that has been promotable to management, I have no confidence in this location and the trickle down effect that this type of behavior from a manager will have on the rest of the...

Unbelievable and atrocious behavior from management. We placed an order with a third party delivery service and were told an item we ordered was unavailable. This was relayed to us by the driver, who said the Five Guys employee they spoke to was so rude that our driver felt scared and left with the items prepared. We were informed that we would have to come back tomorrow to get the items that were missing. We were not offered a refund. When I called the restaurant immediately upon learning of this, I asked for a refund. The cashier who answered the phone was polite and said they would have to get their manager. While the phone was set down I could hear the, presumably same, rude and angry man refusing to take the call as the manager on duty and passing the buck to the cashier to tell us we would have to call back in the morning to get the GM to issue the refund. I asked for the name of the manager working this evening and was told it was Philip Laney. I actually worked at a Five Guys, and during the 15 years I spent working in food service there is never a time when the restaurant does not have a supervisor or manager who is qualified to issue to returns. I feel very bad for any of the workers stuck with a manager this unprofessional, rude,...