Five Guys — Restaurant in Maryland

This review is for the 5 guys at 10015 York Rd in Cockeysville, MD.

I wish I could give it less than one star as we never received our food.

We have eaten there in the past and the food used to be good and at one time the service was friendly. However, this time we ordered online and after waiting an hour for our food, I gave up. This is after asking several times if our order was almost ready and every time they would gesture to burgers on the prep table and say those are yours right there.

At one point I became thirsty so I walked to the 7-11 in the next shopping center to get a soda (I wasn't going to ask the staff at Five Guys for a drink, because they already seemed annoyed when I asked about our food). When I got back from 7-11 a woman who had also ordered online about 25 minutes after I did, had gotten her order and left (I know when she ordered because we had talked while we waited). People who had came in and ordered in the store after I had arrived to pick up my online order, received their orders before I did ( our order was not big - we only ordered three burgers and one order of fries.)

After waiting an hour I asked for a refund, because when I asked about our food one last time, they still gestured to the prep table and said those are your burgers being made. I realized then we were not going to get food from there though I did not understand the reason.

My wife and daughter suggested it was because I was wearing a US ARMY ball cap and a jacket with a Army logo on it. In hindsight makes sense as we were the only ones who did not appear to get their food, and when I asked for a refund no employee said so much as a, "sorry about that," and the employee who gave me my refund appeared to be giving me disapproving looks.

I have included a pic of the online receipt and the refund, note the pick up time and the refund time. I also included a pic of the hat and jacket I was wearing.

I don't know if all 5 guys are anti-military, but my feeling is that this one is. My recommendation is to stay away, or at least don't wear military attire if you want to get your food.

Worst food ordering...

The food is....Five Guys. The burgers are delicious, the fries are wonderful. It's unhealthy, greasy, pure deliciousness. So why the 2 star rating? I've ordered from this location twice using their online ordering system for in-store pickup. The first time, I showed up and they informed me that they had just accidentally given my order to the wrong customer, and as a result, had to remake it. Ok, errors happen....but by the time my replacement order made it into my hands, it was 40 full minutes after my pickup time. I wouldn't wait 40 minutes in a fine dining restaurant, let alone a fast food joint.

So we decided to give this location a second chance. Placed the same order again a few weeks later. Showed up at my pickup time, my order wasn't ready. By the time they got it in my hands, I had stood there for 32 minutes.

Who on earth is willing to wait over half an hour extra past their pickup time for fast food?? Not sure how this level of logistical incompetence is possible. Really disappointed.

Also, on neither occasion did they attempt to make up for or even so much as acknowledge how insanely poor the...

Went here the evening of 9/29/21 and there were at least 4 people working (3 African American guys and 1 Caucasian guy). There was a male customer waiting on the opposite side, a couple toward the center and another guy to the right of them who told he he had already given his order. I come in and no greeting whatsoever but the biggest reason why you should not come to this location is because of the poor customer service which reflects either how poorly they were trained or the low qualifications this business accepts in hiring employees.

I stood there for a good 15-20 minutes and not once did they acknowledge my presence, show any interest in taking my order, say anything to apologize for the wait or that they would be with me in a few minutes or even say anything to stop me from leaving the establishment to get food somewhere else! Your loss FIve Guys!

I went somewhere else for 2 burgers and immediately began telling them about my recent experience at this Five Guys location. I was told that lots of people told them how rude the people were at that Five Guys, so stay away and spend your money...