Five Guys — Restaurant in East Naples

Awful experience. At first I thought it was Door Dashes fault but then realized it was this Five Guys location. Went online to place an order decided to use Door Dash, it was how they deliver. My food never came. 4 different people went to pick it up no contact from Door Dash finally called the 4th person who went to pick it up. They states that Five Guys didn’t know the toppings for the order so they couldn’t make the food. Mind you it’s been an hour for 4 burgers. I called and they left me on hold for 13 minutes. I ended up driving there and the shift manager proceeded to say she never got the order and couldn’t help me at all. She then said she was just a kid who flipped burgers. Puzzled I said I thought you were the manager she said she was. A bit confusing if you ask me. I expressed to her that she would be just as upset waiting for an hour and then calling and the phone was placed down and you were left there for 14 minutes. Then she walked away and refused to help rectify this situation. If she’s just a kid flipping burgers then hire people who can handle these situations. I called the number in fine print in my email and spoke to Nicole who said she needed to send a request for a refund. I’ve never heard of such a thing. I also asked to file a complaint against this chain and the staff working as they refused to help and even give me the road we are on ( on vacation not from the area) for the women on the phone to file this request. They have cameras look it up. We will see I’m waiting if I get refunded. After an hour an a half no food and no money back.

This world has really changed and not for the better. I really hope people start acting like human beings again. No help, no understanding....

We stopped by this location for dinner tonight and received poor service. We ordered 2 burgers, 1 with bun, 1 without a bun (lettuce wrapped). The cashier told me that she didn't recommend the lettuce wrap because it "wasn't a real lettuce wrap". I told her that was fine, as my husband has a wheat allergy and usually orders the lettuce wrap at FiveGuys. She then replied that the lettuce wrap was just "Too messy to make or eat" and we should just get it in a bowl instead. My husband and I didn't want to cause any issues, so we told her it was fine and she could just put it in a bowl. My husband's burger bowl was thrown together like a bunch of slop in the container. He says he would not ever order that again and would have much preferred the lettuce wrapped burgers he usually orders.

Additionally, there were employees talking and texting on their cellphones in front of guests and the women's bathroom was disgusting. It is obvious that the staff need more training in this location.

We will go to other locations...

Do not order from this location they are thieves! Tried to place a food order online for puckup totalling over $21 and after entering my credit card info the website said unable to complete please phone in your order. Well I am at work and do not have time to phone the order in so I gave up. Then when I looked at my CC they have not only charged me $21.27 once but TWICE. When I called to be sure I will not be charged $42.54 for food I did not get. Mgr just said its my fault for ordering online and tgat I must have made the mistake. She then said if I want my money back I must go to MY bank get ststements of charges and bring them in to THEIR store before they'll do anything. They are crooks preying on folks that do not keep an eye on their accounts. I will NEVER go to...