Five Guys — Restaurant in Federal Way

We did an online curbside pick up order, to be ready at 6:45 pm. When we parked, at 6:42, I called the store to let them know we were there. The employee who answered, I'm pretty sure his name was Ethan, said that they had just gotten hit with a bunch of orders, they were a little behind and that our order would be ready in about 5 minutes. Not a problem in my book. Then at 6:54 pm I called again since no one had come out with our order. I thought maybe I had ordered it wrong online, that I had chosen in store pick up instead of curbside. Same employee answered, said they were behind schedule and that if I could come in the store in about 5 mins that would be great. So I went in, the employee pointed at where the cups were and I reached over the counter, grabbed one and got my drink. Then my order was set on the counter (they didn't say my name, or just said it really quietly because I had to check the bag to see who it was for). Went out to the car and started on the food. Realized both of our little bacon burgers had NO bacon and at least one other topping was missing. I wouldn't have gone back except that you pay extra for the bacon so I wanted to get my monies worth! Went back in, stated our problem to the employee. He said something like, no, it's on the bottom, so I literally had to pull out a burger and show him the lack of bacon anywhere! Instead of offering to remake our burgers or refund our order, he said, well, I can give you a side of bacon. OK I guess?? Maybe it was just because of the experience but both the burgers and fries seemed like they didn't taste as amazing as usual. Through this whole experience, I never got an apology and was made to feel like I was being a jerk customer. So about 30 minutes later, when we got home, I called the store and asked to talk to the manager. I was hoping to be able to get a time when the manager was in so I could ask for a full refund, which I felt I deserved. He said "speaking", and I'm pretty sure he was the same employee I had been dealing with in the store. His name is Ethan. At that point, I knew I wouldn't get anything from them. I went ahead and told him my grievance and I finally got an apology. But he blamed it completely on the other employee, saying that he has to recheck everything he does and that it's really a 3-man job and there were only 2 of them but if I wanted to I come into the store the next day and he would give me something. I don't think he said he would refund my order, I think it was more like a gift card or coupon or something. This is not the 5 guys close to me, it's 20 miles from my house. I didn't mention this to Ethan, he had already made his lack customer service skills apparent to me. But I will never go to this 5 guys again, and I will warn others to do the same! It's a good chain with good food but this location is ruining...

Hot dog wasn't cut in half. It was 2/3rds one side and 1/3 on the other which burned up and over cooked. We were the only people in the dinner and they couldn't keep there attention on our order. They talked about how closing shift yesterday didn't do dishes. The female appeared to be on shift but not really working. The guy was trying. The hot dog was sitting exposed on the counter while cooking 5 other burgers. The bacon is cooked in the french friers which over cooked the bacon to where it just crumples out of the leaf of lettuce. The french fries were the last to start cooking and managed to be over cooked. I was only given a cup of fries. All other five guys I have been to gives you a cup and then extra in the bag. I had to leave it took so long for them to make the order otherwise I would have stated yelling. When my husband brought the order out the car, the hotdog was supposed to be on a salad wrap, wasn't a wrap was two single layer of lettuce on each side. I picked it up and all the (pre cooked mushrooms (meaning they were being kept warm in a warmer because they were cook some amount of time ago)) fell out. A lettuce wrap is supposed to be a wrap not just a piece of lettuce like from a hamburger. In fact my husband had only one leaf of lettuce on his hamburgers. I got the feeling they were trying to give as little food as possible. I will never go back. Maybe they are...

Greasy smell and floor. You'd think that a burger joint like this would be fast and affordable by the way it looks, but I'm always surprised at how slow and expensive they can be. I'm not entirely sure why. Don't get me wrong. I know they're making the burgers to order, but it still takes so much longer than it ought to, and two people can't seem to get out of there for less than $30. For Federal Way, that's not a good deal. There are a dozen places to get a burger around here, and a few of them can get you two burgers and beer for the same price in a much nicer environment. That explains why this Five Guys location always has seating available. Still, they do have the best bacon, and the burger quality is great. I just don't think it's "$30 great".

This chain is also the source of my favorite conversational dad jokes:

Me: What do you want for dinner, sweetheart?

Her: I was thinking about Five Guys.

Me: Woah! That sounds intense! How bout you start with two and see how that goes?

I know, I know. Everyone's made that joke, but people are still making obvious jokes about Dick's,...