Five Guys — Restaurant in Newton

I would give zero stars if I could. I ordered online 1 HOUR before arriving at Five Guys, because I thought that would give ample time to prepare my order. Upon walking up to the pick up counter, multiple employees kept asking me for my name and order confirmation, and each time I pulled up my phone to show the email confirmation of the online order I placed. According to the employee, she said that their computer did not see my order. I confirmed with her that I placed the order to the correct Five Guys location at the right date and time, and that the money already left my credit card. After asking me about my name again, she gave me a barely working pen and a piece of paper bag, and told me to write down my long order by hand. I've ordered food for pick up so many times before, but this is the first time where I had to hand write a long order with all the toppings in the burgers. While I was confirming with this female employee that they did not indeed have my order and that there were no other way to pull up my order details other than me handwriting my order, a young female employee yelled at me as if it's my fault that their computer is malfunctioning. I did not expect to be yelled at when I just came to pick up my online order. Five Guys needs to retrain these employees on how to properly resolve situations like this where it was their fault that their computer did not register my order instead of yelling at a customer and telling the customer to write their order by hand. Moreover, I also had a lot of hard time understanding the employees due to their accent, which made the situation even more stressful. After they got my order on their paper bag, I had to wait another 10 minutes for my order that should have been ready when I walked in. This is pointless if I still have to wait for an online order I placed 1 HOUR before arriving to pick up. I am very dissatisfied with the service at this Newton branch and will never come back to order from here, and will let others know to not go...

I found Five Guys when looking for a burger joint to have a Mother's Day cheat meal and decided to give it a try. I've been driving past this place for years and had no clue it was a burger joint. They have on-line ordering and this is something I love so I don't have to wait around should a place be crowded. The place was very clean and the employees were very busy working - unusual in some places - and everything was clearly marked so even I knew where to go pick up my burger and fries. As soon as I approached the area I was offered assistance, said my name, got the waiting bag and told me I can pick up my shake at the end of the counter. Well, wow! there were 2 beef patties - huge in comparison to the 'filler patty' guys down the road. The taste was so good so good, cooked perfectly, smelled inviting and I ate that baby like I had never indulged in a burger before. I actually loved the fries as well! I usually don't get fries because I just don't like them but, hey, it's Mother's Day. they were cooked to a nice golden fry brown with an awesome tater taste - the way they were meant to be. My special indulgence was a coffee shake - because you have to in a burger joint! My goodness! so creamy, so coffee-y, so good going down. the worst part about this whole thing is it had to end. the good thing - I'll be sneaking back more often now I've discovered a real burger joint in the neighborhood. Oh, there is plenty of parking too. Thanks Five Guys for making my Mother's Day wonderful after all - my first without any of my kids with me -...

I usually love 5 guys but had a really distressing experience at this location. My friend and I were waiting calmly and happily for our food when the man behind the counter started scolding and yelling at us in front from across the room in front of the entire store of customers. We were completely embarrassed in front of a crowd of people. He was yelling that he had called my name 3 times and continued to aggressively yell at us about this. By this point we had already cleared up with the cook that we were there and we were not upset at all about waiting an extra 5 minutes. I don’t usually write reviews but as a chill and sensitive person I’m still upset and embarrassed by what happened. I hope that there was some kind of misunderstanding because no one should be yelled at in front of a crowd of people for no reason— especially when they are a paying customer. I hope that other people don’t have to go through what we did in the future....