Five Guys — Restaurant in Thornton Township

I placed a pickup order. My husband picked the food up and I immediately called the location after he arrived home. My burger was missing bacon, pickles etc and it had a small bit of lettuce. The employee who answered the phone repeatedly laughed and yelled at me during the conversation while I was attempting to find a resolution. When I inquired about what was so funny about my order being wrong he told me he was laughing at his coworker who was playing with the gum she was chewing.

They eventually told me I needed to reach out to the online team for a refund as they could not provide me with one at store level. I came back to the location for a remake and there were 2/3 people ahead of me in the line to order.

The cashier who was still chewing the gum tried to signal to the manager that I was there since she saw the food bag in my hand. They talked about me while I was standing there. The manager told me to call support and eventually offered to remake my food after my rebuttal. I tried to hand him back the original food I was served and he told me to throw it in the trash. I also notified the manager of what happened on the phone and the employee playing with her gum while making food for people and his response was “I didn’t even know she was chewing gum.”

I waited approximately 15 minutes for the food and was handed a bag with nothing but a burger. I asked about the fries and he said they only remade the burger since the fries didn’t have an issue. I reminded him that he told me to throw the food away and he laughed. I asked how that made sense for me to not have the fries I ordered to go with my burger. I then told him any other restaurant would’ve remade the order for it to be fresh. The manager said “well that’s not how we do it here.”

I left feeling absolutely disrespected and disregarded. The team was laughing as I was leaving the store. They exhibited extremely poor customer service and the inability to problem solve or use basic...

Visited on 4/30/24 at approximately 6:15 p.m. The young lady who took my order was friendly, but it was not genuine. It was obvious that she was cordial because it was expected. She stepped slightly to the back to alert somone else that a customer was present. Another young lady came out- no greeting, grabbed gloves and started the prep for my order. As she waited for the burger to cook, she placed her hands on the back of her shirt to rest them

She then stuck one of those hands into the cheese, and was ready to place it on my burger at the appropriate time. I called out "Excuse me", no response. I did so again, and though the third person present heard me, a young man, he did not alert her. She finally turned towards me (after the third time) annoyed and said, "Huh?" with a turned up (frown) expression. I asked that she change her gloves, since she had her gloved hands on her shirt. I repeated this again because she made no effort to come closer to hear me.

She acknowledged that she heard me by turning her back, removing her gloves, getting a fresh pair and then selecting another piece of cheese (the first was thrown out). Needless to say, I will never patrionize this location again. Five Guys is by far my favorite fast-food burger spot, however it is hit or miss on food safety at various locations, and the prices are not worth that. All of the employees present looked younger than 25, closer to late teens, maybe 21 for one or two. The lack of emotional intelligence and basic ccustomer service skills contribute to my decision. The cashier was the only one who seemed like she was happy to be there, even if she was just going through the motions. Also, the food was not as good as I've had in the past. The only bright spot is that I went inside to watch my food being prepared, which I hadn't intended to do. (I'm glad that I did.) I was the only customer present from...

It's 5 star service + 5 star fast-food - 1 star prices.

Simply put, I don't care that the service is friendly, and that the food is far above any other fast food burger. I care that a burger, fries, and a diet coke cost over $20. These aren't "inflation" prices. They are what they charged before any tumultuous times.

More specific to this location? They took up the "front" spot in a TERRIBLY designed building with hard to manage parking. So, parking was a chore. Add this to the never-ending line at Starbucks (at the other end of their building), and you're treated to gridlock ON TOP of your overpriced meal.

So, when I get my tax return...