Five Guys — Restaurant in Ellisville

I need to preface this by stating that I have previously worked at Five Guys for almost a year. My criticisms are based upon that knowledge of how a Five Guys should be.

I have been to this Five Guys on two recent occasions and neither one of my experiences were all that great. The first time was about a month ago. My fries were not crispy like they should be, my burger was still a little pink in the middle, like it shouldn't be, and it took about 16 minutes when there was only 5 people in front of me. Fast forward to today. I even asked the Manager to have my fries "dropped on the press." Five Guys Standard is to put the fries in the fryer when the burger patty is being flipped over the first time and pressed down to level it out. However, based upon my observations, this was not done. There was only one other person there and he was already eating. When I got my food, it took almost 9 minutes, which is better but still outside of the Five Guys Standard of less than 8 minutes, made even worse when I point you back to my previous comment about how many people were there. When I checked my fries, they were not crispy at all. They ranged from slightly undercooked to obviously undercooked, not having that crispy outside and soft inside that a Five Guys fry should have.

Five Guys has good food ... when they make it the way Five Guys says that they should. Burgers that take 7 minutes to turn into a juicy, well-done burger. Fries that are hot and crispy from being twice fried. But this location, and several all Saint Louis locations, do not make it by that standard. I got a subpar product from a business that has...

Had been routinely ordering from this location of late.....Placed a web order. Arrived and stood/sat at the pickup counter. 45 minutes later after many others coming and going.....and the cooks/cashiers repeatedly staring at me but not speaking to me or even greeting me.....I inquired as to the reason for delay. I was told that my food was ready and the girl grabbed a bag from atop the fryer that had been there for at least 20 minutes already. They could tell I wasn't happy but offered no apology. When I sent an email to them, providing the feedback, the manager whom answered the email was argumentative and went into great detail as to why my experience happened and justified the entire thing.....saying she remembered being there when it happened....and even watched it back on camera after I sent an email. I asked her why she apparently watched the whole thing in real time and remembered being there but did nothing and she continued to rationalize the situation and blame me for standing in the wrong spot!?!? She offered a 5 dollar coupon to make up for a 25 dollar meal being ruined. When I asked her if the extra 20 dollars was worth losing a customer, she stopped responding to emails. Oh, and btw, the food isn't that good on its best day. Good, but not at all worth the price tag and arrogance they have to not issue coupons or loyalty programs. Would NEVER go back to...

Please Read Honest True Review! I went to the South County location about a year ago and it was a train wreck. They tried 3 times to get my order correct but couldnt for some reason and had to wait 30 minutes thru that ordral. So my 17 year old son and I went last night around 7pm to the Chesterfield location. I thought we should try it out one more time..... Sure as your reading this the Cashier guy says I'm sorry we are out of buns. ...oook so he says we can put it on a hot dog bun. I said ok no problem. We get our food 35 minutes later and they are out of ketchup. So now we are trying to eat the burger on a hot dog bun with no ketcup and fries. I'm sorry I'm a very reasonable person and actually tip very well and all that but I'm done with 5 guys burgers and fries .. How does a burger joint run out of buns and ketchup....I know... a place that losses business that's how. Its like a brain surgin without a scalpel. Lol You almost just have to laugh. Bad management will put you out of business trust me I have owned mine 21 years. One more thing.... 26 dollars for 2 burgers on a hot dog bun and one meadum order of fries and 2 drinks sorry kinda expensive for what your getting. I know I eat out everywhere from the burger joints to the middle of the road places 5 days a week. You be the judge if you want to go but I...