Five Guys — Restaurant in Orlando

I had the worst experience I’ve EVER encountered with any restaurant. I ordered online at 9:30 pm or 940 pm. And I live 15 minutes away so I got there at 9:55Pm . I sent my son in to get our order and as he brings back the food I start to check my burger. I ordered a BCB with grilled green peppers. When I opened my burger I noticed that I only had one small piece of bacon on my burger and proceeded to check all and they all had little to no bacon on them and my green peppers were cold no indication they were on the grill. I went inside with my burger open advising to the employees that I didn’t get the proper amount of bacon and my green peppers were not grilled. The employees called the manager who was sam and she said to me that she was all out of meat out of bacon and everything she has nothing left for the night. I told her several times I would like to speak to the Gm or get information to complain I asked for the email because she did not give me any information about the gm when they come in . She provides the email, I tell her again I want my burgers remade she says to me I offered you that. When she really told me she was out of everything. I then told her I opened this location many years ago when glen was the owner and know the five guys rule about customer complaints I told her that when a customer complains it’s an automatic remake. She said she doesn’t have time for this became argumentative and raised her voice in serveral occasions I remained calm and told her to stop yelling at me because I am not doing that to her and remain respectful. I calmly requested for my remake because the food was cold to touch and a refund for the bacon because there was none left. She then told me she’s not doing both it’s one of the other and if she was to remake It it would take over 20 minutes because they pre closed. Everything was put away before closing. She calls the Gm tells her I’m complaining about the food and at this point because of the back and forth my burger that was open because I am showing errors is all cold. She handled the phone to me the gm is explaining to me she is closing and I explained I paid for a bacon on all my items and should receive as such and the burgers were cold. She then asked for the manger to be put back on the phone the manger is saying out loud while on the phone you want me to remake it and refund it that’s crazy we have to do that, very shortly after she then starts telling her crew they have to remake it. Because everything was pre closed what typically should have been 8 min -10 min wait time became over 20 min. I arrived at 9:55 pm and didn’t leave until 10:40 something. Maybe even an hour. The manager was rude, yelling and raising her voice over their wrong doing for something I paid for and gave me hell to get the food i requested for. The easier thing to do was to simply apologize which was NEVER said and throw some bacon on the grill and offer that to me. I am understanding they are closing if she had jus made the bacon I would have rejected the remake but since she argued the entire time my food was cold and no longer gonna be able to enjoy it. That manager should not be a manager even while she was on the phone with the GM she was arguementive I had to say serveral times not to talk to me like that and tell her I am grown and you should be respectful and she says I’m grown woman too and claims I wasn’t yelling be fr be fr and I told her again she was and not to talk to me that way. What was meant to be a nice enjoyable meal turned into the worst restaurant experience I’ve ever encountered. I am going to write serveral reviews on all social media and help and advise all my family friends that this was the worst experience. If I was a secret shopper your crew would have failed tremendously. I hated the experience I had and I will not return because of the management you have choosen to be disrespectful to their...

I hate to pick on this location because every location around me is also a culprit, but they were my most recent experience. I go to Five Guys for one reason - cajun fries. I usually order a burger to go with them, but really, the fries are all I care about.

However, it seems like every time I order takeout or delivery, they give me regular fries. It's starting to feel like when they don't have the cajun fries ready, they just put regular fries in there figuring by the time the food gets delivered to me it'll be too late to change anyway, and DoorDash can just refund my $1.75 for the fries if I complain.

But I don't care about the money. I care about how I just spent an hour craving cajun fries, only to finally get my delivery and sulk with disappointment as I realize that, once again, I have been given regular fries. I want payment for my emotional distress, not for the price of the fries.

Also, my bag is usually overflowing with fries even when I order a "Little" size, but this particular order (yesterday), I actually ordered the "Regular" size because we would be sharing among 3 people. To my added disappointment, not only were they not cajun fries, there were barely any fries in the bag. Maybe 15-20 scattered across the bottom of the bag and that's it. I get far more fries even when I order a "Little" size! We did not have nearly enough...

Came with my girlfriend on time for a pickup order at the time specified, and they had not even started it yet (it wasn't even busy). We waited 10 minutes, and watched them drop one of the patties for my hamburger, then put it on the burger, wrap it, and try to sell it to me. I asked them to make me a new burger and they gave a lot of attitude saying "It wasn't a big deal" and "it happens all the time". While waiting for them to remake my hamburger, they proceeded to make fun of us (they thought we wouldn't notice). Additionally, when we got home, we noticed that our hamburger was soggy and inedible because they intentionally dumped a lot of extra grease on it out of spite (the wrapper was leaking). This definitely doesn't seem like the standard of quality that we're used to at five guys, and we won't be giving them our business in the future unless they change their staff at...