Five Guys — Restaurant in Orem

Alright, I realize this review will probably be lost in the mix, but hear me out.

Five guys has hands down, the most inconsistent quality of food I have ever experienced. Burgers will be either burnt or pink, and fries will be burnt or soggy - and you'll get either too many fries, or too few. When you do receive a "correct" order, it's a surprise to be sure, but I do dislike that they don't salt their hamburgers (bland) and over-salt their fries. The employees always seem eager to fix mistakes, but I feel too guilty to ask as they're always busy.

I've talked to a manager about this, not to really complain, as I just come here with work buddies who rave for the place, but to just get a gist of what the job is like and what they expect from them. Apparently even though they have an unchanging menu, the demands that the franchise shoves up their ass is slowly turning the chain into low-quality fast food, despite the fact they prep everything fresh every morning (which is actually kinda cool). However, it seems much more important to the corporate overlords that they churn out hamburgers in under 7(?) minutes than actually make customers happy. I don't think I've ever had an issue with how long I've waited for an order, so who knows if this has made a difference.

Yet from what I remember, these concerns are lost in the wind, despite the frustration of employees. The local franchise director (Blake?) apparently fires anyone who disagrees with him or raises concern on a whim, and he's lost almost every competent manager at other stores, due to his own incompetence. I won't be surprised if food quality continues to drop, but I have started to pity the coked-up employees as they scream hopelessly at each other, trying to...

So I’ve never really been to five guys, but I thought I would try it out because I hear so much about it. I called in while I was already there and made an order, when the person found out that I was there he told me that they have a drive thru. I rolled up they told me they had my order for me and asked for my card. At no time, on the phone or when they asked for my card did they tell me what my order total was. I ordered a “hamburger with everything on it” and a “water”. They brought it to me after a brief wait. They gave me a water bottle which I thought was interesting because I was used to getting a paper cup with water at fast food places. So I drove away and found a place to park and eat. I realized that they never told me how much it cost. So I look at the receipt and Ymir doesn’t say the price. So I go into my bank account and look at my transactions. $9.15. For a hamburger and water bottle. Given I could have asked for the price of the burger but I was prepared to pay $4-5 for a burger. After looking at the menu online I saw that the hamburger was 6.27. ( they had me back out of the drive thru since I had already ordered, so I never saw the prices) So with tax included I paid 2.50 for a water bottle when I never even asked for a water bottle I never asked for. As for the burger the patties were juicy and flavorful. The hamburger was not so bad. But everything else that happened will make me think twice before...

Five Guys gives you a much better burger for a much higher price. We accept that since it really is a great burger. I called in an order today and was told 8 minutes. I drove down there, arriving at about the right time. I went in and the guy at the register remembered that I had just called in an order. A guy came in from the back and they had a quick exchange. The guy at the register told me they forgot to drop the fries. He also confirmed that the burgers were already done. I indicated that if my burger is done and the fries haven't been started, it means my burgers are going to sit there getting old while I wait. He responded, "yep". He chatted for a quick minute with the cook (fries still not started). I told them I was just going to go somewhere else instead of having an old burger. The cook gave me a "thumbs up" and said, "okay". I took a quick pic of the feedback information for the restaurant and called the number once I got back to my truck. It is a number to a generic off-shore customer service desk. So, as I sit here eating my not-quite-as-good burger that I got, with a drink, for $5 less, just down the road, I'm giving local feedback the only way that is...