Five Guys — Restaurant in Longmont

I was refused service for following the rules...

I came into 5 Guys to get a burger on 1/19 at approximately 6:30 with a friend. I had a mask on, my friend did not. I had come in with the intention of ordering my own burger. We were not planning to pay together; separate people, separate orders. My friend was asked to put a mask on by the manager, he did not have one. He asked if the establishment had one he could use, they did not. He then saw everyone seated at tables without masks on so he took a seat.

I then tried to order burgers and was refused service. I asked why. The response was "I can't serve you because he is not wearing a mask." I then responded "Okay, but I am wearing a mask and following the rules why can I not order a burger."

I was met with the same responses. I then tried to clarify that I just wanted to order a burger for MYSELF and was still refused. I understand if someone is not following the rules you have the right to refuse service and ask them to leave the establishment, I have no problem with that. Kick them out if you need to. What I don't understand is how you can refuse service to a customer who IS following your rules just because they are associated with someone who isn't. I had done nothing wrong. Extremely upset and confused by this situation I left the establishment. While I know these are unprecedented times, I hope the manager can receive training on how to serve people that are...

I am from Denver, where Covid is a bigger problem than Longmont, and we do not have a mandate. Apparently this store is located in the only county left with a mandate. Granted, the mandate is not their fault. What is annoying though is that they don’t have any masks for customers available for free or purchase. I don’t know how that makes business sense to be out ten cents from giving someone a mask when you are going to get an entire food order that’s most likely 100 times that amount. It’s laughable that they will likely lose thousands of dollars turning away customers just because 1. They’re one of the few stores that actually confront people about not having a mask and 2. People who live in literally any other county don’t carry a mask around and one isn’t provided to them. If the franchise owner is ever reading this I’d get a new GM or managers as it seems like you could increase your profits pretty easily with a few things. I would suggest not going here. If you read the county health center health updates regularly and follow them on twitter and are up to date on all the guidelines as soon as they drop, this is the store for you. If you’re anyone else. Don’t go here. It’s overpriced anyways. Maybe you could lower your prices if you didn’t leave profits on the table, like the $300+ company catering order I was going to inquire about and place. Just a...

I've heard so many good things about five guys but just never really get around to going there. Today that changed. We were nearby and my girlfriend really wanted to go so we placed an order online and headed over. We arrived about 1 or 2 mins after the time the website confirmed it would be ready. As I couldn't find my mask, she went in to pick up the food and I secured us a table outside. More than 30 mins later she came out, a little flustered, but otherwise excited to eat. Determined to not let that spoil it we started eating. As annoyed as I was that it took so long, it was infinitely more annoying to realize that, based on how cold the burgers were, they had simply left our food on a shelf and forgotten about it. Despite the fact that order after order of higher numbers were called out, when she got their attention and effectively reminded them we existed, they claimed they were just waiting on our fries.... When the fries came she asked about our shakes and then had to wait even longer while they made them. Im just not interested in patronizing a place that handles things this way. After a couple bites we bagged up the food and returned it and left politely, trying very hard to be rude to someone who probably didn't deserve it. I get that things happen, but it's going to be difficult to get past this...