Five Guys — Restaurant in O'Fallon

Our entire order was screwed up from the start. My boyfriend ordered a large drink and the employee rang it up as a regular sized drink and then didn’t even offer to correct the mistake for us. Usually, we try to be as understanding as possible, so we took the regular sized drink and didn’t say anything. Clearly, that wasn’t the only detail that was missed when taking our order either. I ordered a Little Hamburger, all the way and a regular fry. My boyfriend ordered a Bacon Cheeseburger, all the way with no mushrooms or onions, add jalapeños. We received a small fry, a double cheeseburger and a regular cheeseburger with jalapeños. The buns were completely soaked in grease, so bad that it leaked all over our bag. They were by far the worst burgers I’ve ever seen. So soggy that you couldn’t even hold them!! I can’t even figure out how our order could’ve been messed up so badly. Not one single item was correct. I am dairy free, which is why I ordered just a hamburger, so I was unable to eat mine. We paid $34 for the worst fast food experience I’ve ever had. Extremely disappointed and will be sure to never go to the Shiloh, IL Five...

So after attempting to call 5 guys approximately 30 or more times I gave up and just drove in to the store. The store was empty, so I asked the person at the counter what’s wrong with their phone. The cashier said, “Oh, it was off the hook”. Really? That’s really interesting as it seems their phone is always off the hook at exactly the very time I want to place is an order. Either management is oblivious or management really doesn't care if customers can place a call through to 5 guys for an order due to the phone being off the hook. Why not do something different and show a little pride in your establishment. Either answer the phone; get a better phone system where there’s absolutely no issue at all with customers getting through to 5 guys to place an order on the phone; or fire the individual(s) who are so telephonically challenged. What’s funny is they actually have the registers pre-programmed for customers to select a tip. The burgers are expense enough, they don’t need more of my money in their pocket. Here’s a TIP – ANSWER the phone. If I can’t place an order over the phone, I am not coming...

Very disappointed in my service last night. I ordered online using the app and was given a 5–10-minute timeframe. I get there 12 minutes later, and my order was not ready. I only ordered Reg. Cajun fry and a Salted Caramel shake. My fries were dopped immediately which was fine, then when the employee went to make my shake a police officer comes in. The officer asks for video footage, then the person who was almost finished mixing my shake walks away and doesn't come back for over 5 minutes. I asked another person who was standing there if they could finish, and they claimed not knowing how to use the machine. I departed 10 minutes later frustrated. I also saw the police officer standing in the lot with someone before I walked in, so it was not a burning emergency. It looked like someone's parked car was hit. I feel they could have communicated better and ignored me as my money had...