Five Guys — Restaurant in Gastonia

Ordered online on a Friday night. Get to the store and am told they are OUT OF BREAD. Offered to substitute hotdogs or wraps, not why I chose the establishment. Long story short, I have to go back home to pick up the card I used in order to do a refund, I get back 20 minutes later, there are a couple dozen customers and now they have bread. I stand at the pickup counter for 10 minutes, thinking they knew i would be back very soon and my order should be ready. I go unacknowledged for 10 minutes while my order bag sits empty on the shelf. I go to the register to get my refund and am asked why no remake. Maybe because I ordered online to minimize my wait and now I’ve been in the waiting room two times and they clearly are going to make me wait for all the other orders before getting to mine.

So I have many questions, 2 of the most pertinent are: 1) How’s does a high priced burger joint run out of buns on a Friday night? 2) I provide a contact number with my order so why didn’t one of the 8 people working contact me as soon as placed the...

I give it a 3/5 ONLY bc there was a line and expensive for a burger joint. -As we stood there, It gave us a chance to figure out what we wanted, since we had no clue, never been there at "Five Guys". We heard it was crazy good food. But the menu did not make it easy for us to decide. Everything is separate. NO meal deals LOL...which would have made our decision so much easier. No buy a special burger and get a fry...kind of thing. Then I realize, not only do you have to figure out what kind of burger you want... but the burgers don't come with product on it. You have to decide, lettuce, tom, onion, etc., and your condiments. I was over the craze by that point. So we left. However, I must say, being a walk in and take out with people willing to stand in line to wait, testifies for something- that their food is probably well worth it. And at $30 bucks for 2 burgers and 2 fries...it should be worth it. Maybe we'll try again another time when we are not in a hurry and don't have 50 million people waiting behind us that have been...

I’ve tried to give Five Guys multiple opportunities to address my concerns, but my experience with their customer service has been just as disappointing as my visit to their store. Despite reaching out three times—through customer service, their website, and in-store—I haven’t received a single response.

During my visit, my food order was incorrect, which was frustrating enough. But what really bothered me was the lack of attention and care from the staff. The employees seemed more interested in their personal conversations than in ensuring orders were fulfilled accurately. Even worse, I witnessed the young lady at the register handle garbage and then touch the boxes of gloves without washing her hands. This is unacceptable, especially in a food service environment.

Overall, my experience left a lot to be desired, and the lack of follow-up from customer service only adds to my disappointment. I expected more from a brand with such a strong reputation, but unfortunately, I can't recommend this location based on...