Five Guys — Restaurant in Madison

Edit 6/7/25: I am editing my review to be a big fat zero. What I thought was miscommunication I now recognize was incompetence and lack of care. The response I received to my feedback was a cookie cutter generated AI/HR script where they didn't even bother to read the script, or edit the script - specifically the part that says "Best regards,

[Your Name] Five Guys Customer Service Team"

How lazy and embarrassing. There was no miscommunication. If you are so incapable of creating your own feedback and need to resort to an AI script - perhaps your servers and management could be replaced with AI as well. They'd be significantly more effective.

Original Review:

I did not get the opportunity to eat the food on my visit - but in the past, if id be posting the review of the quality of their food, I would give it a 5.

We all know Five Guys is expensive. But when you want good food, you're willing to pay that good food price.

One of the beauties of Five Guys, no matter what location you go to, the Add-Ons are unlimited, and free (except adding a patty which is understandably $2.50). This is a universally understood feature of every Five Guys restaurant, and what justifies that cost of their food - quality, and customizability.

I ordered: 1 Grilled Chese Add 2 patties Add Tomato Add Grilled Onion

1 Little Fry

The manager of the restaurant was confused - and assumed I was ordering 3 burgers. I repeatedly asserted, no, I am ordering "One sandwich. Just one sandwich. And one little fry". I had my order written down with the words "Add-on" next to each item. There could be no mistaking what was requested when the term "add-on" is used, especially at a Five Guys restaurant - not by an employee and certainly not the manager.

When arriving home, I was shocked to discover my bill was 39 dollars, and I had received three sandwiches. According to the Five Guys website, where you "select your add-ons" as part of their online POS system, my order would have been 13.75$ (the website only enables to add 1-Patty, so we assume another 2.50$ on top of that for the requested second patty).

My requests for one sandwich, with Add-ons, should have been no more than 16 dollars.

Again, I'm fine paying 16 dollars for a good burger - I'm not fine paying 40 dollars for 3 burgers, that I explicitly stated I wanted "one sandwich".

I understand mistakes are made. I went for my refund, problem solved. But, I've never seen this manager before...and I'm curious, how someone who is in charge of operation of this restaurant is not familiar with what an "Add-On" is...

If I ordered a salad at a restaurant, and asked them to add bacon, and add cheese, and I received 3 salads, I'd be pretty confused how such an elementary mistake could be made...

It was 8pm. I was starving. I got my refund and left..I'm sure the food would have tasted great - but I'm not sure I'm comfortable frequenting a restaurant that does not know how they operate...I'm honestly baffled that the word "add-on" confused the Manager of the restaurant so much I almost paid 40$ for something. I'm glad I went back and got my refund - however, the manager also neglected to refund the 5$ tip. I was too hungry to wait longer and resolve it - so, I left.

I'm genuinely so confused how such a basic mistake could be made by the person in charge of the location to the amount of more than double...

Clean, at first when me and my son walked in my son asked if it was new, I asked why he thought it was new and he said its so clean, then I went on to tell him that it has been here for years. Fresh food, me and my son got the food and sat at the table we first ate the french fries first and let the burger cool off because they were steaming hot once we got them, when we were eating the fries my son said that they were rich in flavor, so once the burger was done cooling off we started to eat them, me and my son both got double cheeseburgers with toppings on them we’re very fresh and the burgers were nice and charred the perfect amount of softness with a slight bit of crunch the buns were nice and soft my son got lettuce on his. He said the lettuce was crunchy. Unlike the other burger places where the lettuce is soggy. I got a double cheeseburger with mushrooms and onions. I thought there was a perfect amount of mushrooms and onions, and it wasn’t greasy like other burger places as well. Good service, when we ordered we got our cups and straws right away so we want to go fill up our drinks so then we went back to our table and we got the peanuts that they have there ( The peanuts are unlimited refills) so we ate those they had the perfect amount of salt on them and about two or three minutes later we got our perfect hand, smashed burgers, and feasted like Kings and Queens.👌👍👍👍👍 beverages stay...

A nice and clean place. Very professional staff who always greet respectfully and as a person. I've been coming here since day 1 of opening and it has always been amazing. If you have got a long drive home, I recommend asking for a plastic bag (please recycle) along with the brown bag they give you by default. The only reason why I recommend it is because the oil of the fries may break the bag if you wait too long to eat. The burgers are fresh, juicy, and very delicious. A mouth full of flavor in every bite. The wait isn't too long. A bit pricey but you get what you pay for, personally, for me it is worth every penny. Regular fries are enough for two people. Milkshakes are amazing too. Parking may be difficult at times because it is on the main street but give a few minutes and something always opens up because a lot of people come and go due to the other stores around like quick check and UPS. Amazing place for a family dinner, fast and great service, and handicapped...