Five Guys — Restaurant in Huntersville

First off, this place is clean every time I go rather if its busy or slow, the employees are friendly, and helpful and never felt rushed when Im asking them a question, and the food quality is always good just like any other five guys i've been to. now is all these things outstanding? maybe for many fast food places it is, but as much as i have been to five guys, it almost seems like these are pretty standards which is probably why I always feel good about going into one of these chains.

But last week since my wife was out of town, I ordered me a Burger and some fries for dinner on the DoorDash app and whole time while waiting I just couldn't stop thinking about having those fries with my burger, however! when the dasher came, and dropped off the sealed take out bag, I opened it up and found out Im missing my fries! there isn't any traces of fries ever being in the bag! immediately I know that it isn't the dasher's fault since there is no way for them to see inside the sealed togo bag they just had to take five guy's words for whats inside. so instead of contacting doordash, I reluctantly called up five guys and let them know what had just happened. believe me I dreaded calling because this corona virus has got everyone uneased and its just awful to add on to it. so not expecting anything out of it I just simply called to want to let them know maybe be careful next time try not to miss an item for the dasher because I do order doordash quite frequently when she doesn't want to cook. Anyways an employee picked up and I told her what happened she was very apologetic and immediately got me on the phone with the general manager that was there at the time, and the GM Ashley was also quick to apologize to me explained to me what had happened and give me options of what I can do about going in to get the fries again, or filed a claim thru doordash since it was ordered thru the app, but since neither of the option was ideal because I wasn't able to drive that day, and it wasn't doordash fault, she immediately offer me couple of free burgers coupons for the hassle and physically mailed it to me, literally took down my name and address over the phone, while apologizing for the incident, and today I got them in the mail. I feel like, lots of people think that when you do good, no one notice, when you do something bad, everyone can't wait to point you out. thats kindda true sometimes especially in this business, But what I believe will make a difference in a customer's opinion is when a problem do occurred, you show your genuine effort to help a customer or correct an issue, turning that one angry/disappointed customer into a happy and satisfy customer is what make a great customer experience story that will last a long time. any manager that can take an incident as an opportunity to turn a regular customer to a customer for life, is the type I would hired for my business. not afraid of challenges not hesitate or flustered under pressure and quick with the solutions. let her be a good example of how a business should treat a customer when there is a problem. needless to say I am impressed and I am definitely a Five Guys fan especially in this location where Ashley manages.

Thank you guys for reading, sorry for it being so long, having been in the hospitality industry for more than 20 years, I take customer service very seriously and this is one of the very few times that I come across a manager that...

Burgers were better than McDonalds, but not the best. We didn't get a receipt, so we had no clue what order number was. We ordered at 6:12 to eat THERE. We waited a half hour for our food. And I kept having to tell someone (different people) what my order contained. The ice machines weren't working, and one of the workers dropped the f bomb very audibly while my daughter came up to see how much longer because she was hungry. My husband and I got 2 burgers, 2 fries (one for each of us) and she got a grilled cheese. My husband said we're never going back. Can't say I disagree. And it was the first time we have been to this location after living here for 15 years. Considering the name, we thought it would have been better, definitely expected...

I've been customer of Five Guys for, approximately I think it was 20 years, I believe I was in Virginia traveling and visited one for the first time. I found the hamburger to my surprise and french fries there were so many I was totally amazed about the quality and quantity and price. While I was in Virginia I was living in my mobile home traveling throughout the United States, I stayed and I forget the location for 7 days and went there every single day. The local location, where I live now in North Charlotte, or very quiet and courteous my food, was excellent and hot I took it out to my car to eat, I would strongly recommend if you want to go to hamburger and a large portion of fries that's the...