Five Guys — Restaurant in Florence

I'm disappointed. I've been to this location a few times and have had great experiences. If it were not for today, this would have been 5 stars as usual. Today, the person taking my order was just not listening. That was the beginning of a downward spiral towards "Meh". I ordered 2 doubles. He rang 1 double and one single. He didn't get half of the toppings ordered, but added a patty. We get our food 1 double, 1 single with half of the toppings missing. We asked for the manager as we were charged for the extra patty and didn't get it. Here is where the whole thing veers off into strange. The manager asks if I want a "Patty"... Half of the single is eaten, so what am I going to do with a hunk of meat? How is that hunk of meat going to be served? I'm confused. My wife suggests that they remake the whole burger correctly. The manager then pauses as though we are trying to get over. So, I suggest that they refund the extra patty. When I came up, fast food was about the "Experience" and managers were trained to guard the customer experience. Managers knew that the cost of a replacement sandwich was far less than taking a hit to the "Experience". My experience was not guarded, so now the location's rating will have to take a hit. I hope that this was just a bad night and that I will get to re-write this review at some time in the future. Do better folks. Money is tight. When I spend it, I expect the "Experience" that comes with the brand....

Five Guys is known for great food. Today's burgers were just meh- no real seasoning. The fries were great but way too many- these are garbage reheated. Applebee's quesadilla burger is WAY superior and comes with fries so about $5 cheaper per order.

Tipping is to appreciate service...after service provided, not in anticipation of future service. I tipped anyway because I'm terrified to eat the food otherwise, but calling my ticket number to come pick up my food is not really service, especially with a $40 counter service ring. Also, why is there only a community roll of paper towels available? This is the equivalent of a roll of tissue sitting on the stall floor- at least you can wash up after. Disappointed in...

8PM on a Wednesday:

Cleanliness: I was surprised they were even opened. Parking lot was empty and there were two customers in the dining area. Dining area was extremely clean.

Service: I was greeted with a friendly smile. The employee helped me understand the menu and my order was correct when I got home. I was also given a full paper bag of peanuts for the kiddos.

Food Quality: The burger patties are their best quality. However, my wife's bread was soggy. I dont reccomend getting sauces on the burger (get it on the side). I've had better fries before, but the large fry was more than enough to feed 2 to 3 people.

Overall: The service will bring me back but the food needs...