Five Guys — Restaurant in Texas

I wish I would have personally given Areti and Timo more of a tip. If anyone out there is reading this and is at this 5 guys please tip Areti and Timo! They did Awesome!!!

I don’t write reviews however this one was burning in me so i had to write it. It is particular to this 5 guys on 6630 Spring Cypress right now (mid year 2021), because eventually people move on and go to a different job, or a different store but I had to give recognition and acknowledgement to Areti, Timo, and Davis!!! They do a great job at this store.

When I first walked in I could tell that there was some tension going on before I walked in, ( I don’t know what was going on if they were really busy before i got there or what… with that said) when I walked in no one was at the register, which was fine. I don’t particularly care to eat out that much, i was exhausted, and was wrapping up my day, so I had some time, but even before I had 2 steps in the door Timo hustled up to the register and greeted me so pleasantly I felt like I was walking into the house of a family member.

I probably asked way to many questions for a person who was just ordering a burger and fries, and Timo did a great job walking me through the situation. (I can be difficult when it comes to what I want on my food sometimes, I know it can be annoying… Timo did great!!!)

I finished my order and paid… and then…. I changed my mind about something which would have cost more money, and I offered to pay cash for the difference… Timo seemed a little confused because we went through that whole rigmarole just to order a burger and fires and then I reneged. She said “one second i need to check with my manager” then hustled to the back to speak with the manager (Areti), who was on the phone, (it seemed like an important call I could see through the window in the door to the back from the kitchen) Timo said something to Areti, it was really quick then, Timo hustled back and said not to worry about it.

The wait was a little long (im sure due to the aforementioned tension) and I was waiting outside, Areti was waving me in and was giving goodies to some of the people inside due to the long wait, and offered one to me.

But this is the kicker… after all that my food came out and i was eating it there and observed a few things. Timo and Areti did a really good job keeping cool under pressure, as I was sitting there eating I got a sense that it wasn’t just a quick thing that had happened I just got there right as the dust was settling.

Another thing I noticed, Davis, who I had no interaction with, was working hard, I was there about 30-45 mins, and she just kept going and going. Sometimes the trivial things go unnoticed, but from what I was sensing I’m sure she was caught in the crossfire of whatever was going on, and she was doing a great job cleaning up and paying attention to detail in her work. (Continues as Wolves.N...

I used to come pretty often due to your delicious burgers.

Definitely a great flavor for such terrible employee service. I ask for a small hamburger and a fries "No salt" over the phone, when I arrive to pick it up they told me that they never received my call, that maybe I had called to another store, but they told me that it literally would take no more than "6 minutes" to be ready my order. Just after more than 20 minutes passed, I started to ask for my order with no one saying anything to me and I decided to call the manager.

The manager explained to me that it had taken longer because they had to cook Fries without salt for me, after that he walks direct to the woman who was preparing the fries and asked her NOT to put salt on the following one so pointed out to me the manager explained to her that I had already waited for too long; so as soon the manager turns the woman put salt over the fries, again and again, ignoring the above; therefore, I begged her not to put it on the next one since I had already waited a long time (by the way, my consumption of salt is restricted by medical order), immediately she just turns around saw me get up the shoulders and put salt back to all the fries!

Incredible and unacceptable !!!

The manager approaches and tells me that the account goes to the restaurant, to which I replied that I did not want anything given away to me, that it had been more than half an hour when I was asked to wait for just 6 MINUTES, meanwhile the woman who had done that kept laughing and turning looking at me challengingly while still preparing fries in such a way that the manager had to send her to the kitchen due to her mocking actions. Finally, I left the store without my burger and almost 40 minutes after I arrived.

The manager named Anthony behaved in a cordial and professional manner, but he should have taken preventive action long before this unpleasant incident happened in other words, in a short time after the delay. The same manager told me that this woman's name was Trinity.

The least a client expects is to be mock by an employee in such a way, stay waiting for more than half an hour, had paid, and leave...

This has happened multiple times when ordering for delivery through Uber eats and this Five Guys restaurant where Uber eats does not allow a request for condiments, so I call into the store personally and request condiments and they double check they repeat my order information and they say no problem we'll do it for you, but when the food gets here no condiments such as ketchup and vinegar, etc., are added. I am finally posting about this now and about this specific store because during this power outage due to Hurricane Beryl, we literally have no condiments in a refrigerator as we've lost everything on day 7 of the power outage here in the Spring/Woodlands area and I called in imploring our situation that it's really important we receive at least some ketchup and some vinegar for our +$40 order, they were very nice and said yes of course we'll add it --and yet, once again, when the order got to us of course it did not include any of the condiments but more than that the milkshake was completely melted and the fries for both orders were soggy and undercooked, so we are stuck with $40 worth of food with poor quality and not even condiments to save it. When I called back to this Five Guys store I was placed on a very long hold talk to the manager and he was just like "look, what do you want me to do?" and I was like you really need to talk to your staff, this was not just a basic miscommunication given how many times this happens at your specific restaurant... and he had no response, no way of making it right, basically not even the common courtesy of sorry ... So, basically, if you are eating here just go in person make sure you have everything you need and that the quality is as expected do not try to order out from this restaurant...