Five Guys — Restaurant in Madison

Yes I wish I could give zero stars. Horribly managed restaurant. Two separate occasions they did not value me as a customer in either experience. July 8, 2022 I ordered a hamburger with my desired toppings. When my order was called, I unwrapped my burger at my table only to notice that I was given a cheeseburger. I promptly brought the cheeseburger back to the pickup counter and sat it on the counter with the receipt next to it, then returned to my table to for a moment giving the employees time to review the mistake. Here is what is shocking: 8 employees were standing around the burger and receipt and none of them could figure out what was wrong with the order. I went back to the counter and the lead gentleman in charge asked me if something was wrong with my order. I responded, yes, I ordered a hamburger. Then all of them were surprised and screamed "Oh, it's a hamburger!". You mean to tell me that 8 people staring at a cheeseburger and looking directly at the receipt could not figure out what was wrong with the order they just made? 9pm and the restaurant was rather empty. The guy in charge apologized twice for making the order wrong. I reminded him, it wasn't the inaccurate order that was the problem, it was the fact that nobody could tell what was the problem with the receipt right there. That's embarrassing Five Guys. I didn't make the burger, you did. It clearly stated on my receipt "hamburger". Nowhere on my receipt is the word "cheese". A product you made, you don't see a problem with it next to the receipt. They re-made my order and I was not satisfied because it was rushed and the burger was sloppy. OK, bad experience #2: Aug 18, 2022, 11am. The store was rather empty. I ordered a hamburger, and as I was paying with my credit card, politely and with a smile I told her "I hope they get it right this time, they messed up my order last time". She simply smiled at me and said "Ok". She gave me my water and my receipt. Shortly after I walked away from the order register to the table immediately facing the pickup counter, many other customers quickly began to enter the restaurant. While waiting for my order, I began to realize that many of the customers who walked in after me had already been called up by their number to receive their food. I made the assumption that each of those customers called in their order and maybe just went to the order register to pay. I was order number 6. I listened for each number called out, and beyond order number 10 which was never picked up while I was there, I began hearing number 24,25,26, and then 27 being called. I became concerned. The same girl who took my order, was now calling out order numbers and looking into the crowd (and by circumstance, sometimes looking at me) seeking customers to pick up their orders. By now I am thinking, "Surely this same girl who keeps calling out numbers and took my order realizes that I have been standing here in front of the pick-up counter this entire time". Not once did she ask me anything. I did not feel cared for at all during my visit. I then went to the order register where a different girl was working the register to request a refund. The manager came over right at that moment and offered no argument. She did apologize, then said "Sir, someone took your order. We do not have any control over that, but I will refund your order". I do not accept "someone took your order..." as a valid excuse because I stood there the entire time waiting on my order....order Number 6 was never called. The manager wearing a black shirt tried to refund my credit card but was unsuccessful. She explained that she was unable to refund my card, and offered me a cash refund or to speak with the General Manager. I told her that I did not want a cash refund, but I would like to speak with the GM. She was adamant that she could give me his name not his number. Review the cameras, I never raised my voice or became belligerent. She took it personal and raised her voice with me. I left to avoid any further conflict. Five Guys owes me a refund since I...

Outstanding service and food. I sat by myself and enjoyed my food while noticing how extremely clean and well kept the restaurant is. The staff seemed to work like a well oiled machine as well. I appreciate the wonderful meal.... BUT THE OUTRAGEOUS COST FOR ONE MEAL 🤯 $18 for a bacon burger, regular Fri and drink is absolutely INSANE and part of the contributions that are leading to the cost of living sky rocketing in the Huntsville area. I will not be going back because of the corporation joining the "steal money from the masses train". I understand operation costs, staff costs and advertising... and there is absolutely NO REASON for the dramatic...

Every time I come I am welcomed with warm smiles. I know they don’t recognize me as a previous customer as I only come once or twice a month. But I feel like family anyhow. My food is always fresh, my order is always correct. And I’ve never had a single thought of complaint. I’m so grateful for this location specifically. I don’t eat burgers often, but whenever I’m in the mood for one, I come here and I’m overly satisfied. Classic cheeseburger, fries, rootbeer and of course, peanuts.

Thank you to your entire staff for making my experience an...