Five Guys — Restaurant in Lubbock

In my short time in Lubbock so far, I have heard positive feedback from locals about Five Guys restaurant. I visited this restaurant September 25th, 2025, with a experience I was disappointed in.

Starting with the good, this restaurant keeps a clean facility. No bad smells. No trash where it shouldn't be. I appreciate a clean place like anyone else. As far as good experience, that pretty much wraps it up.

Without being specific, what made this visit not appreciated was how errors were handled. There was an error that occurred on the ticket, which was taken care of by the lack of an ingredient they ran out of for the night. This caused me to have an incorrect meal without trying to fix it, because the ticket contaiend an error. My meal should not suffer because of a mistake I did not make. What should have happened was 1. Bare minimum, let me know about my meal not a different person. 2. Try and at least offer an alternative item, to me not a different person. The main complaint is, please try to resolve the issue with the correct customer. Be the first to offer a solution. Never just assume the problem is fixed.

If you're the staff reading this, thinking I'm an entitled person that doesn't know what they're talking about, I used to work in this industry and never dealt with errors this way.

All in all, this was my experience. Again, not trying to be specific...

Honestly I love burgers and Ive never been to five guys before. I ordered the bacon cheeseburger with everything except tomato like a typical burger joint only to find out it has mushrooms with it and I had to pick it all out like a child. My second burger I ordered was a cheeseburger and the man there didn't even ask what I wanted with it so I assumed he did the same with the previous burger. Nope a plain mediocre cheeseburger that's about the equivalency to a McDonald's Angus burger. I also ordered Cajun fries and their regular fries which one was just a bag full of fries and the other one cold. Five Guys is a extremely overpriced burger joint that still is behind the times when it comes to how burgers are ordered, making a simple combo and customer service. I was shocked that there was an option to tip a burger joint. There are no waiters or servers so why would anyone tip other than just to do so out of guilt. This will be my first and last visit to the overrated burger joint. You shall remain at the bottom of the burger joint list with in and...

How do you screw up an order when the customer goes the the 5 guys app. Enters the order for you and you still get over half the order wrong.

To make things worse when trying to check the order you couldn't even tell they were burger, it looked like a squashed lump of bread, cheese, and meat.

47 years old and have never seen that bad of an order and that big of a mess. Management is to blame, not a kid that didn't care about the customer or any other excuse. If I could give a negative score other than a one star I would.

Also offering free food is not an acceptable substitution. Food prepared that bad is unacceptable, why would I want more of that kind of served food?

I'll even give my name at the end of this review, due to the strong feelings of disappointment and hope that people actually read this and not get their food at the Lubbock Five Guys Restaurant on Marsha Sharp.

Craig...