Five Guys — Restaurant in Sand City

After waiting 30 minutes for my order that i placed ahead of time, I finally got my food, but not the shakes. When I asked about the shakes, he asked for my order slip back (apparently hadn't read it) and started making them. After me, there was another customer that had a shake as well.

He had to go and get cream to put in the machine, and when he made them, they were already melted.

I left, only to get home and realize that both of my burgers were wrong, neither had bacon (which is extra) and had all of the wrong topping on them. I don't know if we were just given the wrong burgers, or if they were made incorrectly.

The phone number listed in the app didn't work, since they had disconnected it in the store.

I came back for a refund, to which the shift supervisor said he'd have to ask for approval from the district manager. He didn't, and was able to process a refund, but only started with the burgers. I had brought back all of the food items and the shakes didn't even make it home so got thrown away. I had to specifically ask to get refunded for all of the items I had brought back.

This is way too much to have happen for a $40 order of fast casual food.

I regret leaving a tip when I ordered, because I didn't get that...

I love the fries here but not huge fan of the burgers. I find them greasy. However that’s not why I’m rating this place a two stars. I know many people love the food menu here. My issue is with the workers. I don’t expect a white linen service but I do expect some common sense. There were five people working and taking. I only ordered a large fries and was given number 76. As I sat and waited for my order, I noticed they called number 71. The orders before me had multiple items. I saw many fries sitting Ana waiting for the burgers or whatever else to get cooked, yet they made me wait till my sequential number turn came up. Common sense will tell you that small single items can be processed quickly. Ok while I waited a good 15 minutes for this fries, I totally expected it cooked to perfection, but instead I got some semi cooked fries that were mushy and limp. What on earth is going on? Don’t these guys get trained to wait till the fryer’s timer goes off?? I thought they at least got some training. If you make people wait at least make sure the food...

I’m a huge fan of the chain but unfortunately this specific store has let me down the same way more than once. The first time placed my order ahead and when I showed up 10 minutes after ordering I waited an additional 15 minutes. I’m pretty patient so this really wasn’t my issues. They read my order back to me as they handed me a bag and I left. I got home to find someone else’s order in my bag, honest mistake but they did keep me waiting for something I think should be ensured after taking so long. Nonetheless I went back and reordered what I wanted. A week later I ordered Uber eats and my driver showed up with a door dash order. I called 5 guys and they told me it wasn’t their fault and there was nothing they could do. I don’t know what I was expecting but I was hoping they would have some sort of customer service and take the blame. As much as I love the chain, I won’t be back to...