Five Guys — Restaurant in Short Pump

Dear Five Guys Management Team,

I am writing to express my extreme disappointment with the service I received at the Five Guys location in Short Pump on October 29th, 2023. On Friday, I had a regrettable experience when my order was missing the fries, and I visited the store today to discuss this issue with the manager, Ali.

During our conversation, I informed Ali that I had called the store on Friday to report the missing fries. I was assured over the phone that I could come by anytime to rectify the situation. However, Ali stated that he was the General Manager and claimed no knowledge of the issue. Not only did he fail to offer a simple apology, but he treated me with a complete lack of professionalism and empathy.

Ali identified himself as the store manager but did not acknowledge the experience or offer an apology until I pointed it out myself. Even then, he failed to inquire how he could resolve the situation. This encounter was not only disappointing but also utterly unacceptable. I am a regular customer at your establishment, visiting almost weekly, and this experience was disheartening.

I must express my frustration that I will no longer patronize your establishment as long as Ali is the manager. Additionally, I will share my negative encounter with others, which I hope will serve as a cautionary tale about the unprofessionalism and lack of customer service I experienced. It is essential for any business to address customer concerns with care and respect, and my experience with Ali failed to meet these basic expectations.

I sincerely hope that you take this matter seriously and use it as an opportunity to improve the level of service at the Short Pump Five Guys location. Your immediate attention to this issue is greatly...

This was my first time at a Five Guys and for $26 I got a hotdog, cheeseburger, fries and a drink. Let me first say that no fast food restaurant is worth that much. Even with self serve free peanuts.

I ordered the Tiny Burger all the way, Hotdog all the way, Tiny fries and a drink. All the extra toppings are "free." There is nothing tiny about the fries; I was served an absurd amount. Enough for two to three people. The burger after unwrapped was sloppy. They weren't busy; so, this must be common practice. They slice their hotdogs in half which is a big turn off for me. The burger although titled "Tiny" was plentiful.

Everything tasted okay but nothing stood out. Their fries are fresh but they are not double fried so they aren't crispy. They did have a good balance of salt. I think the best part of the meal were the fries and they were just okay. McDonald's and even Wendy's have better tasting fries. I truly believe that Wendy's burgers have much more flavor and for the price, their sloppiness is acceptable.

Although the staff was friendly, I won't be visiting any Five Guys in the foreseeable future with those prices. I can not recommend this franchise to anyone. I can have a full service lunch experience for...

Let me tell you, I ordered a burger with lettuce, tomato, bacon and of course the MEAT. For a change, I decided to be brave and try that Cajun fries (LARGE)- don't judge me. I had my Mom with me, I am not exactly sure what she ordered, didn't matter to me because I wasn't eating it. 😂 I know she ordered a small fries. ☝🏼

The foods came back fast and hot, yessssssss! But, I had cheese on my burger, I DIDN’T CARE, because we all make mistakes and I am not going to collapse from the cheese. I couldn't tell which bag had the small fries to give to Mom. WHY? Both bags were loaded with fries!!!! If you hate when they being STINGY with your foods, like anybody got time to be counting the litte fries in their head. Don't worry, they're not STINGY, so if you are greedy (I like to say, if you have a large appetite😒 because that's what I called myself).

I went to town on that burger, and looked at my Mom's burger too🤭 I don't do spicy foods well, but the fries were GOOD- I didn't eat all of it in one setting.

I was not disappointed and hope they keep the great...