Five Guys — Restaurant in Town of Vestal

Quality is slipping. When it first opened, they had a big staff to handle the busy times. All the staff seemed happy to be there. My most recent visit - yesterday - whole different story. Understaffed, and everyone seemed displeased to be there. Didn't see one staff smile once the 15 minutes I was in the place. Ordered online and still had to wait. Was told the wait was for fresh french fries. Then I watched the unhappy staffer fill MY bag with the dregs of the unfresh french fries rather than the fresh ones that had just come out of the fryer. That never would have happened in the past. Then got home to find that they'd left bacon off one of our bacon cheeseburgers. Also an oversight that never would have happened in the past. The burgers didn't seem as fresh either. This could be the paradox of success. They got SO successful they are unable to fully meet the demands of the busy times. I think we'll make our own burgers...

Another solid franchise hurt by terrible service at this location. I placed a curbside order this past Sunday via the app and followed the pickup instructions to the T. Called when I arrived as requested and was told my order we be out in a minute. I then waited for 15 minutes and no order arrived. I called the store again 3 mins before closing and the phones were already switched off. When I finally got someone’s attention from knocking on the window I was told they have no idea what happened to my order and the on-shift manager couldn't give me back my money because it was an app order, never offering to just make my order. I was told I’d get a call the next morning from the store MGR regarding my refund. Still no call. Terrible service and a regular customer now lost forever. No question the frachise has good food, just buy it at a location where they respect...

We love the food here but we hate the wait. Last night we waited a little over 20 minutes for 2 burgers and a fry. The place was pretty much empty except for a family in there with us. They waited well over 25 minutes. The people coming and going with their call ahead and online orders was a steady stream though. Apparently if you want to get your food in a some what timely manner you can not order there (however, even some of them, had to wait). It appeared that they were possibly training new employees. At one point there were only 2 burgers on the grill, a bunch of people waiting for their food and so many people behind the counter it looked quite chaotic. Why there were only 2 burgers cooking with so many waiting was beyond me but they must have had reasons for it. In conclusion I have to say, the food is yummy but the wait makes it...