Five Guys — Restaurant in O’Fallon

Saturday, August 13, 2022 - Order#: 11946252609798148 I ordered a cheeseburger and large French fries via the Five Guys app. When I arrived to pick up my order I was told they were out of fries. The manager, Kristine Y., said I could come back another time for the fries. She went on to explain that they ran out of fries and it was too late to wash and cook more. Let's keep in mind that I placed the order at 9:01pm. The store closed at 10pm. Per my email receipt, the order was ready at 9:07pm. That's plenty of time to cook fries. I declined the offer and requested a refund. Kristine Y. said she needed my actual credit card to refund the money since it was paid online. I explained that I did not have my credit card. I paid it via Apple Pay online. She insisted that she could not give me a refund without the actual credit card. I refuted that assertion, and insisted on her refunding me cash since the payment have already been made online. Kristine was visibly upset that I insisted on receiving cash, or credit on my card, since they were unable to provide the product I paid for. To make a long, unfortunate story short, Kristine asked what kind of woman goes around without a purse and credit cards, and then twice made derogatory remarks about me being a Muslim wearing hijab. We had an exchange of foul words before she threatened to call the police. I welcomed her to call the police since the whole thing was blown out of hand over me requesting a refund of money paid for a product out of stock. Kristine refused to call a district manager to assist her or grant her permission to refund my money, which I suggested she do. Instead she told me her drawer would be short and she's the manager. It's unfortunate that Kristine identified herself as a manager. Why Five Guys would hire someone racist, extremely unprofessional, and lacking basic customer service skills and knowledge is beyond me. Two employees working at the time claimed to not know the phone number to the district manager when I asked for it to deescalate the situation. One employee even claimed he didn't know his manager's name when I asked for it. Thankfully, I found her name on the receipt after she finally gave me cash to refund the cost of the fries. Why she chose to argue instead of simply refunding my money from the start is still a mystery to me. I called customer service for Five Guys and hope Kristine will be terminated immediately and that they review the videos. If not for the many pleasant experiences I have had at Five Guys I would have certainly released videos online of that racist exchange with that "Karen." This incident left a very bad taste in my mouth. I look forward to seeing how management handles...

I would never have written this review if it happened one time, but it’s ridiculous at this point. My boyfriend and I love five guys but the first time we went in we were greeted by an older man named Rick, I believe. He seemed nice at first but it got a little weird. He was more concerned about looking me up and down and talking rather than just taking our order with people behind us. Months down the line we come in again, even though I was a little weirded out from my previous experience and was a little uncomfortable. He did the same thing that trip, but talked even more and continuously complimented me infront of my boyfriend and his friend. Finally, the cherry on top… today was it. We will NEVER be back. The minute we walk in Rick looks me UP AND DOWN and compliments the smallest tattoo on my leg. (My arms are covered in tattoos, so to pick the smallest one on my body and the most simple… a little odd). And one compliment would be fine. But this guys goes on and on about how good my tattoo is and doesn’t even look at my boyfriend. I was very short answered with him and anyone one would know I was clearly uncomfortable because he wouldn’t stop. We will never be back. Hire better people and not creeps. He was nice the first two minutes we met him the first time, but now it’s...

This location was by far the worst one I've been to and had one of the worst customer service experiences here that I've had in years, older lady working the register was incredibly rude not just to me but my 10 year old son as well from the moment we started ordering, incredibly condescending and just terrible attitude all around and near the end of ordering i heard her randomly say "put that down" to my son so naturally I looked over and he had just been looking at one of the gift cards they have near the register...no value on them of course and it wasn't like he was going to take it hes 10 years old he was simply just looking at it because he was just curious of the place it was his first time ever eating at a 5 guys, horrible experience especially for him as a grown adult you should never be mean to a kid its completely uncalled for when all they're trying to do is order their food and you just keep speaking down on them, this was the first time visiting this location but have been to many others a bunch especially when I use to be a doordash driver I've never had a bad experience at any of the other locations and won't be coming back...