Five Guys — Restaurant in Maryland

Livid isn't even the word for my most recent experience. My fiancé and I frequent this location weekly. Most of the staff are very kind and helpful. I'd like to highlight Brady who works there. He goes above and beyond, and is so kind. I look forward to seeing him when we do stop in.

However 2/20/25 the manager that worked that night is horrible and should not be in a public-facing position. Every time we come here the order is incorrect. I understand mistakes happen , however how hard is it get the order correct after its repeated multiple times? We got home and discovered that part of our order was incorrect . We call and Brady answers ( like I said he is so helpful and kind ) he proceeds to get the manger. I was explaining to her that once again the order is incorrect, I will drive back but can you confirm it will be remade. Can you believe the audacity of her to hang up in my ear? I drive 20 minutes back to Five Guys asking to speak to the manager and initially no one spoke up. After speaking to her, I asked the reasoning for her hanging up she plainly states " Because we were busy" . She refused to remake the food and after asking for a refund she then forces poor Brady to issue the refund ( he clearly is not trained on it because he's asking her for assistance ). She then begins to yell out poor directions to Brady from afar instead of coming to the register to do it herself.

Now im even more upset because this is taking 10 minutes. Five Guys I am beyond pissed about this incident. She is rude, immature, and you guys need to give Brady a raise and her position ASAP he is a...

The food was okay. It's not as good as it was once upon a time. The cheese wasn't melted on either of our burgers. The cheese was cold to the touch and the burgers were room temperature at best. The bun was falling apart at the first bite. I have no idea how they manage to pull off hot fresh food made to order that ended up being cold/room temperature! And even though we were the first in line, the cashier proceeded to wait on absolutely everybody else before she finally made my milkshake. I was pretty much done eating and about to leave when I had to walk up and and let them know I still hadn't gotten my milkshake after I had already asked about it once. It wasn't even very busy in there. Maybe a total of 6 people placed orders after us. So I was a little annoyed that I didn't have my shake to go with my food. The service nor the food was quite as good as it used to be. I love Five Guys but wasn't crazy about...

The Good:

The establishment was clean.

The Bad:

I do not see how this place is still in business while it provides the least amount of service possible and jacks price of their substandard food sky high. For the price of their food, we should have (1) waited on; (2) had the food served to us; (3) offered at least trays with our food on it rather than greasy paper bags; and (4) had more comfortable seating than just wooden tables and chairs with no cushion. You would think since the astronomical amount of money we give them is not going into the service, it MUST be going into the quality of the food--no the food was substandard at best. It is no different than what you can whip up at home for yourself. This place was an absolute rip off.

Judgment:

STAR RATING: 1

I do not recommend this place at all. Take your business elsewhere an astronomical amount of money for subpar service and...