Five Guys — Restaurant in Houston

I had an extremely disappointing experience at this Five Guys location that I feel compelled to share. I placed an online order with an estimated pickup time of 7-10 minutes, but what should have been a quick pickup turned into a 25-minute ordeal.

When I arrived, there were 7-8 people in line ahead of me. Despite being there for my pre-ordered food, I watched every single person who had ordered after me receive their meals first. This was clearly a result of poor order management and organization.

When I approached a large hispanic guy claiming to be the manager about the delay, the interaction was unprofessional and concerning. He was wearing a red shirt (managers typically wear black), and when I politely inquired about why my order seemed to have been overlooked, his response was dismissive and rude - essentially telling me to take my food and leave because I was "wasting his time."

Beyond the poor customer service, I observed some concerning food safety practices. The same employee was moving between the register and food preparation without proper steps, which raises legitimate health and safety concerns as well. To make matters worse, when I finally received my order, the large fries were clearly skimped on - nowhere near the generous portion Five Guys is known for.

It was clear that my order had been missed or misplaced, and rather than acknowledge the mistake and apologize, the staff became defensive and unprofessional. The lack of accountability and basic customer service training is evident.

I understand that busy periods can be stressful, but if someone can't maintain quality service and food standards under pressure, perhaps they should consider finding work in a less demanding environment. Five Guys is typically known for quality food and service, but this location falls far short of those standards. I won't be returning to this particular restaurant, and I'd recommend others consider different locations if they want the Five Guys...

Came to this location only to wait almost an hour with hardly any communication and lots of unprofessionalism. Waited outside for 10 minutes only to hear through another customer that walked up that the store was closed earlier due to power going out. There were no signs on the door or any communication from the actual employees, even though they stood in the building and watched multiple people try to knock and get their attention to figure out what was going on. A doordash driver came to pick up food and only after another customer in the parking lot called the store and stated she was calling corporate was there an employee that came out and said it’d be 10 minutes. After 10 minutes, the driver knocked on the door again which the same employee came out and said it’d be another 10 minutes. After that 10 minutes they then took the driver inside where he waited for about another 10 minutes. After the driver got the food and was walking out, only then was a sign posted saying “kitchen issues”, not that the store was closed or delayed in opening, or any other communication. Multiple people then still were coming up and knocking while the employees inside just were ignoring everyone and...

Please don't eat from here. I had ordered a burger and fries from here a week ago. As the short female staff put the burger in the brown paper bag, it fell right through and dropped on the floor. Although it was wrapped in foil paper, she didn't throw it out instead she sneaked it on the table and put it in a new paper bag with fries. She even laughed about the situation with her coworkers and whispered to them about it. I watched as it fell through the bag and made eye contact with her. When it was time to serve me the food, I asked her “Are you going to give me the burger that fell on the floor?” and she knew she was guilty because she threw it out right afterward. They made me a new burger and I told her to give me new fries because the burger that fell on the floor touched the fries as well. She had an attitude. I can't believe she was really going to serve me a burger that fell on the floor. That's disgusting. I never went back after that incident. I should've asked for a refund honestly. Please if you're going to order from here (which I highly don't recommend) WATCH them...