Five Guys — Restaurant in Omaha

While on the road, I checked Google Maps for some food options en route. I saw this Five Guys location, and that they had an online order option. Online ordering through Five Guys for pick up was simple and easy to understand, and well optimized for my phone. (If you've not had their food, it's burgers, fries, and shakes).

This location is in a strip of shopping stores. Google had its location wrong (wrong building!!), so I did have to detour to find it. For the size of this location, they were quite busy.

The food is made to order, so there's usually a short wait even if you're first in line. I odered online- so the food was ready by the time I arrived (in less than 15 minutes/as promised). The order was accurate, and tasty. Despite the heat of the kitchens (the whole cooking area is open, so you can see preparation), the staff was doing their best to serve everyone in a timely manner. The staff was polite and working efficiently as a team, but also looked as though they were perhaps short staffed and just coming off of a rush- a bit stressed and hustling.

I did go back through the line to purchase a fountain pop, as that was not available online. They have a Coke Freestyle machine. Despite the puddle on the floor that looked like someone had lost some of their ice, the machine was functioning correctly and had each option that I tried available. Ketchup, lids, straws, and napkins were all stocked. Would...

I visited this location for the first time on April 18th. Went to wait by the pickup counter and after 15 minutes of not being greeted, helped or even acknowledged my sister went up closer to the counter. The employees continued to talk around us and not even ask us if we needed help with anything. Our order supposed to be ready at 8:44. It was 9:00 when I finally went up and said hey do you guys know when our order will be ready? They looked at each other, laughed and gave it to us. No kindness, terrible customer service and by the time I got to sit down and eat my food it was all soggy. This is not okay. When someone goes to a restaurant or even fast-food chain, they should immediately be greeted and helped as soon as someone is available to do so. It was almost completely empty in the restaurant and all 5 of the girls standing around did nothing to greet us or help us. They didn't even give us our order when it was ready. I am completely dissatisfied and disappointed. Definitely not wanting to visit this location again.

UPDATE: Since writing this review I have spoken with corporate and managers. I was promised a refund and it has now been 2 months since the incident and I still do not have a refund.

Update as of 1/05/2024: I finally got compensated for my bad experience. The new manager was extremely kind and helpful. Looks like they got new staff which is...

A lot of people seem to love this place. The beef patties are cooked right as you order them, and the wide selection of toppings available is fun as you can get exactly the burger you want.

Bottom line, it's a good burger place. There are a few things that make me wonder why it is so popular...

The fries are fresh cut, meaning they are basically greasy and flaccid. They taste more "potato-y" thanks to the skins being left on, but no one really likes a limp soggy fry.

The burgers are great for about 3 bites, but then you might as well get out a fork because they are so juicy and sloppy, especially with extra condiments/toppings. The bun basically disintegrates and the burger patties slide apart. This can be partially avoided by getting the "little" cheeseburger, which should be called a "regular" cheeseburger. Some people must love a giant mess of a burger, but I just don't get it.

They offer peanuts for some reason... I guess something to do while you wait? Wording on the box asks that you not take them out of the store so as not to affect people who are allergic. If they are worried about people with peanut allergies maybe they shouldn't put them at the front of the store right next to the door. Or maybe just not have peanuts? Not like you'll be hungry after you reach your last fork full of...