Five Guys — Restaurant in Peoria

Ordered through uber eats for self pickup. Was given pickup time of 9pm. Received notification that the food was ready for pick up at 8:58pm shortly after arriving. The door was locked. With the current COVID19 situation precautions are understandable.

So my wife knocked to get someone's attention. They looked at her, then went back to their cleaning. It was apparent that they had no intentions of talking with her. I knocked louder and motioned for them to approach, at this, the manager stormed out from behind counter and shouted, "We're closed! Leave!" accompanied by a terrible expression and aggressive body language. We noticed a pickup order ready and waiting so we tried to express through the closed door that it might be our order, prepaid for, just here to pick up. We were ignored further. Moments later the manager storms back out, "CALL THE COPS! I'M CALLING THE COPS!".

I shouted through the door that if we could just talk to someone we could figure out what to do and resolve whatever misunderstanding was clearly taking place. This was met with the two young female employees shaking their heads as though my request was ridiculous as the manager spoke on the phone, presumably with the police.

We waiting for a moment trying to wrap our heads around this insane behavior before the manager ordered one of the other employees to throw the awaiting pickup order (which did turn out to be ours) in the trash. She then shouted from behind the counter that the police were on their way.

In sheer disbelief, we waited for the police to arrive. When they did, they informed us that they had been told two people were causing a public disturbance and that they were scared. While we did knock loudly after being met with such aggression from the get go, we were never threatening in any way, simply begging to speak to someone.

I was informed, through the police, that they have company orders that once the door is locked, they cannot open it again for any reason. I'm not unfamiliar with these types of policies having worked retail, as well as fast food in the past. We just wanted to figure out why we were given a pickup time at close and why the doors were locked before posted closing time. A refund would be handled through uber eats.

The entire experience was surreal. Be careful ordering from them through a third party app. They currently have special store hours and apparently will still accept orders AND make them up until close. Add to this that it appears they may lock the doors earlier than posted hours and you may end up talking to the police over something ridiculous (the police also found the manager's behavior to be rash and unusual)

There were four other people who came to pick up preordered food who left when we explained what was happening with our order. They were all confused that the store was responding in such a way.

Day time may be the best time to visit if you want to risk it. Avoid night shift if at all possible. Manager was middle aged woman with deepset eyes, dark circles, dark hair, tattoos on left...

I ordered from Door Dash, Five guys. We eat there on a regular basis, EVERY WEEK!

I fractured my foot so unable to drive, I received my order that totaled 75.86 granted there are door dash fees, HOWEVER, the burgers were way over cooked...hard like rocks and the French fries as well, as well as them being half full. The food deserved NEGATIVE STARS AS WELL AS THE SERVICE BY THE GENERAL MANAGER

I immediately called door dash, I offered to have them pick up the meals so they could see for themselves how awful the meals looked. They said they couldn't do that...I asked if they could resend and Id save the meals so they could bring back to the restaurant , they couldn't do that. I took photos and sent them to them. Then I said I wanted a refund, they gave me a 5.00 refund and although I reiterated all the three meals with three patties were burnt cold and hard they said I only said one was, which was an outright lie.I called door dash 3 times.

They told me to call the restaurant, which I did, although they are not responsible per say, because its contracted with door dash, its still their food....they could have at least redone the burgers and fries. I spoke with with two manager on three different occasions, said I needed to talk with the general manager, being a GM. in the business, because its THEIR BRAND I would have made it right by my customers, because NOW these once a week customers that come in that spend roughly $50 a week....they are losing that business permanently as the lack of care they took. The general manager did not even take the time to return the call.....

My followers on my blog...take note...I will repost there as well....as if you ever have an issue....IT WILL NOT BE HANDLED...at all...NO CARE or CONSIDERATION for the customer! See blog for Door Dash as well...which will be written separately

THANK YOU FOR LISTENING....Just trying to do what I have always done....watch out for potential customers...as sometimes no one...

Was super disappointed the last three times I've ordered from this five guys. The last two times I got delivery thru their app, food was cold and took 1.5 hours to be delivered the first time and an hour the second. They told me to contact postmates about my food because they outsource to postmates for delivery... Did that and postmates told me I had to get a refund from five guys they don't issue them when it's not ordered directly thru postmates. Frustrating to say the least, never got a refund from postmates or anyone.

So this last time I decide I'll go pick my food up. just as bad. I saw my food there so I mentioned something and got told it was almost ready... 15 minutes later they realize they never gave me my food (the burgers had been in the bag the whole time) , thru some burnt french fries in and when I asked for fresh fries less cooked (not burnt) they told me they don't undercook fries.

I worked in restaurants for 7+ years I know how long it takes to drop fries without burning them. It literally stunk up my car, so I think it was a combination of their oil was old, and they overcooked the fries/ or dropped the fries in twice. It took a week of me driving around with the windows down to get the smell out. Made me want to puke.

Burger was good this time though!

I love five guys, I've ordered there a bunch.. so I'm truly disappointed the last 3 times at this location sucked. Before that, a year and a half with no issues!

Hopefully they get their app straight with postmates. I'll never order postmates, or order for delivery on...