Five Guys — Restaurant in Town of Niagara

The store and its location are all good. The online order was completed promptly and correctly mid afternoon on a Thursday with only a few customers in the store when I picked it up. The only complaint I have is that while staff were outwardly friendly and provided the expected service, none of them would look me in the eyes while completing the final in-person transaction - one when handing over the bag of burgers and from another when collecting the milkshake. It was slightly unsettling and left me with the impression that something about the interaction was not right even though I had been friendly and courteous as you would expect any Canadian visitor to be. :) I didn’t tip, but I never tip for online fast food pickup orders. Or was this treatment because I didn’t tip?? Im guessing probably not and it might be a cultural attitude thing. Additionally and not a criticism of this specific store, placing the online order was not entirely smooth and seamless. The webpage (Safari on the latest iOS) had to be reloaded a few times before I could select anything and when attempting to use Apple Pay it wouldn’t complete the transaction because my Canadian postal code apparently wasn’t only numbers like zip codes are. I don’t remember any of this being a problem a year or two ago. No biggie, I just had to manually enter payment information to...

I almost forget that this location exists, if it wasn't for my craving of a really good burger and someone reminding me about this place, I would have just passed by it without second thought. I'm glad I didn't!

I ordered a Salted Caramel Milkshake, which was the most delicious milkshake I've ever had. It has a thickness to it, but not so much that you suck your brain out before you get any. You taste the salt after the caramel, has a creamy taste to it, light on the stomach.

I decided to order a Bacon Cheeseburger which is on the expensive side, but totally worth it. I'm plain jane with my condiments and just had them add mustard to it. The burger was hearty, very filling. I received two beef patty's, melted cheese between both of them and crispy bacon piled on top. Definitely not a regular burger joint, prices are a little high. I had also ordered a Regular Fry, which confused me when I got it. I had not only received a regular fry, but also a handful of fries on the bottom of my bag and a handful underneath the napkins that were on top of my burger. I wasn't sure if that's the normal, or if the guy was just being generous. Definitely was way more than I expected or wanted, they went to waste.

The staff were very friendly, attentive, and helpful considering this was only my second time here, my first visit was well over year...

My boyfriend and I stopped here to grab dinner. The line was long, as expected on a Friday night, but after making us and everyone behind us wait while they caught up on orders, the service continued to get worse.

We ordered and then waited by the glass. I ordered a lettuce-wrapped little bacon cheeseburger. My boyfriend ordered a regular little bacon cheeseburger. We waited approximately 20 minutes for our order, which would have been overlooked if the customer service had not been so terrible. They didn’t put any of the condiments I ordered on my “wrap.” They only put bacon on my boyfriend’s burger. As they covered the bowl with my “wrap”, my boyfriend told the staff it was supposed to be a wrap, not a bowl. They proceeded to state they were out of lettuce and called our order number to tell us (they did not). When my boyfriend said, “I guess y’all aren’t going to give us the bacon either.” The female, we are assuming was a supervisor because she was in a black shirt, stated, “sorry, bruh” (they ran out).So we paid extra for something we didn’t get on top of it all.

There was no sense of communication or customer service. The icing on the cake was the “bruh” statement. We will not be supporting this location any longer. I would suggest avoiding it, especially if there is a line longer...