Five Guys — Restaurant in Elkton

I went to Five Guys in Elkton, MD two weeks ago to pick up an online order that my fiancé placed. Online it said that the order ( one cheeseburger,fry, and milkshake) would be ready in “7 minutes”. So I rushed down to the new location and was probably 2 mins later than the ready time listed online. When I got there the order was not ready and I was asked to wait. I’m thinking no big deal and they were getting busy around dinner time. I had order number 49 that day.

I was given the milkshake from the order so I figured the food would be up in no time. I waited for about 15 more minutes and then I heard orders #50 through #53 being called but not my order. So I asked the cashier and she seemed to be a little clueless so I had to explain my order and how long I’ve been waiting. She then asked the kitchen staff and they too acted like they didn’t have that order. She tells me they’re working in it and it’ll be ready soon. Another 20 minutes go by and now I’m seeing other people who ordered online come and go as they quickly get served. The orders being served are orders over #60 and my order was #49.

I again approach the cashier who is again surprised to see me as if it was the first time (no one had checked on the guy who stood in the same spot for over 30 minutes to ask if he was being taken care of). I told her my whole story again and I told her that if I had to wait much longer the milkshake would be more milk than shake. She then asked the kitchen staff again and again she told me the they were working on it. Maybe 5 later my order comes up and of course the militia melted. The cashier asked if I wanted her to make me a new but at this point I could not stand to wait another 10 minutes.

This kind of lack of customer is inexcusable and is honestly the reason why many new restaurants in Elkton do not last long. Maybe they had an off day or the online system was promising times that did not match the speed of the store. All I know is that each time I had to check with the cashier to get an update, I’m almost certain that if I didn’t ask her for updates that I would have been there...

Worst manager EVER!!!!!! I feel sorry for the employees there. We are long time patrons of Five Guys and so we were very excited to see that they were coming to our community. We never had any issues in the past. This location opened and this was our second time visiting. We ordered on-line, arrived and gave our name so that our fries could be dropped. An HOUR later, discovered that they never started our order. Okay, maybe need to work out some kinks with this being a new location (I am a Franchise Business Consultant and so I get it). We brought it to the attention of the manager. One would think that he would have AT THE VERY LEAST apologized. Nope. He actually walked right by us to the back and never said a word. I had to ask the employees if our order was now being prepared. One of the young ladies responded "Yes, they reprinted it and they are making it". After a few minutes, we went to the cash register where the manager (if you can call him that) was standing and showed him the on-line order. He offered nothing. My husband said "Can I at least get a drink for this inconvenience?" The manager gave him 1 cup for a drink. Let me add that the order was for 3 people and cost nearly $50. It was interesting watching my husband sip his drink, while I sat and waited for the order. The young lady sweeping the floor apologized and said that she was not yet trained behind the counter. My guess is she was around our daughters age (16). Wow, how can a child have more consideration than a grown man??? We will continue to drive to DE for Five Guys until this manager is gone! To the owner of this location... you CAN find a better manager. You have purchased a good franchise with a good reputation. This manager is quickly establishing a poor reputation for your business. It was obvious that he does not care about your business at all!! I am hoping that he is just a manager and not the owner of this location as that...

I’m going to say this one time and one time only to the owner who owns this new Five Guys Burger. Monday June 20, 2022. I called your store at 9:56 and was told by a employee that you was closing at 10. I ask to speak to the manager and said that me and my wife was hungry and wanted to place a order and that I am 5 minutes away from the store. The manager took my order and I was very impressed by that. Things employees do to make a owner make money at last minute is classy in my life. There was 4 employees 2 females and 2 males and as I pulled up they opened the door for me because they locked it being after 10:05 when I got there and all 4 of them was very polite and not angry like some employees get when a last customer calls or show up. Hopefully someone from the company sees this and just mentioned it to them how special those 4 employees before closing made me and wife stomach feel good. Jorge from Newark Delaware. Now I don’t have to go to the five guys in...