Five Guys — Restaurant in Hampton

I have ordered burgers and fries from here at least 20 times now. I always order the same thing. A little bacon cheeseburger and fries. Never thought to leave a review until my most recent experience.

On one of my recent orders, my burger was incorrectly made with lettuce on it (which I hate). It's a texture/sensory issue for me, and so it was inedible to me.

I called and spoke with Todd Washington I think his name was. A/the manager at the Hampton location. He offered to remake it for me if I called back on a day when I wanted it.

Honestly, that in and of itself was really refreshing. He didn't try to pass the blame or gaslight me as it seems to be what businesses do these days "it wasn't like that when it left our store" kind of thing which I've heard. Still, I was a bit skeptical and was unsure if he would actually remember and/or follow through. That's happened to me before as well with other managers going back on their word, so these days I usually don't even bother giving feedback. But in this case I decided to call back and take him up on his offer.

Well, not only did he remember me when I called back, but he went above and beyond with my order. When I called, he took the order from me over the phone himself. I'm not sure if he made it himself, or if he oversaw it, but it was the best tasting burger I've had from 5 guys to date. And in fact prior to talking to him, I felt the previous order would be my last order there. Now I'll keep coming back since he single-handedly won me over. He was furthermore generous and kind to my spouse when he went in to pick up my...

If I could give 0 stars I would, horrible customer service and will never go here again.

Went there a few days ago and tried to pay with a gift card. Person taking the order seemingly did not know how to charge the gift card and instead told us there was insufficient funds. Before ordering, we looked up how much was on the card and it was enough to cover the meal so we asked if he was sure and if there was someone else who could charge the card for us. This apparently made him mad and as "punishment" decided not to give us our food after it had been made. Our food was sitting on the counter for 30 minutes before another employee noticed how long we had been waiting and gave us the food. Multiple customer had come after us, ordered, and received their food while we still were waiting. By the time they finally gave us the food, it was cold and barely edible.

I will never be going to this 5 guys again, this is simply inexcusable and I refuse to give my money to a business that punishes their customers for using a gift card. To me, this is a fire-able offense and the employee should be let go.

Go to the 5 guys in Newport News, trust me you'll have a much...

Came into five guys today. Went the restroom ( 6 months pregnant and can see) trying to use it the door has a code. Went to the front and ask politely for the code and this lady with dreads asked if I ordered restroom is for paying customers. So I stated I will order I just really need use the bathroom and she stated restrooms is for paying customers . Which pissed me off if it’s policy put it on the doors of the restroom etc. cause at this point your making up stuff as you go. It’s doesn’t even say it on the website and the tall light skin lady in the back rolling your eyes was sending me I don’t understand society . So I held my pee waiting for my order and calling corporate . Thanks for the best experience ladies you were amazing at your customer service. I hope you both have a blessed day and days. If you’re pregnant go somewhere else and eat or just Uber it. But after today I will get my burger else wear . Update: as I’m still sitting here eating cause I had to order before using the bathroom. Two different ladies just used the restroom without ordering. How convenient....