Five Guys — Restaurant in West Springfield

TERRIBLE, HORRIBLE service and food this time!

Order taker acted like she misunderstood everything, even though it was repeated. She almost slipped in two bacon cheeseburgers instead of one, when I caught that, all of a sudden it became a larger burger, but I caught that too.

When asking for a small fry, make sure you WANT a regular fry (that's the one between the smallest and the largest.

--- Their small sized fry is called a "Little Fry". I asked for a small and was given a regular, because I didn't refer to the small as a "little fry". So they automatically bill you for the one that says regular fry.

Our burgers were burnt! (Pictures to follow) I've never had that happen here, in fact even a couple of the fries were burnt. But the burger was absolutely terrible. It was the "thinnest" burger I've ever eaten there. They were completely flattening them on the grill.

Not edible, mine went in the trash can.

I hope my next review is better.

1st Review:

This is one of my favorite no frills places to get a burger, dressed exactly the way I want it.

My one complaint is, they don't have kid sized burgers.

They kind of make up for it though if you really love hand cut fries, the portions are very big.

They serve hand spun milkshakes as well, I'm told they are very good, but I've never tried them myself.

The manager is GREAT! I have no idea what his name was but he's got a great, sense of humor and was quick to fix a problem. All the employees looked happy, which is a good sign that your boss...

unfortunately, this is one of the worse five guys i've been to. as someone who used to work for a five guys (different location), the standards i'm used to almost don't exist. after waiting a couple minutes for our order to be taken, we were met with polite dismissal. two burgers and fries shouldn't take much longer than ten minutes, right? especially when the five guys training videos recommend 5 minutes per order, with no more than 8 being acceptable. twenty minutes after we ordered, and with at least 2 orders that had come in after ours coming out first, we were greeted with fries that were somehow soggy immediately, unsalted, and one of the burgers with incorrect toppings. had they been busy, i would have understood. but there were maybe 3 groups in the store, plus a grubhub guy (who also commented on the slow service) and one or two employees on break. if what you pride yourself on is the ability to choose whatever you want to put on a burger, messing up those toppings is kind of a letdown. my main source of blame goes to the manager on duty at the time. your workers cannot do their job if you slack, and what i saw today was slacking. leading by example isn't hard, and yet he managed to fail. sadly, this is a commonplace event. almost every time we've gone, it's taken 15 minutes or more despite the fact that there are more employees behind the counter than there are customers. the second star on here is because this is the only five guys close to where i live. it's...

I only went here because my nephew wanted to. It was my first time to Five Guys. As we drove into the parking lot, I saw a gentleman cleaning up trash, and as we walked in, the place was clean, and the staff was pleasant and helpful. The first thing I noticed, which has become an unwanted trend, is the machine requesting a tip. This tip culture has gotten out of hand. I finished paying and sat down. Our food came quickly, but in a bag, not a tray, not sure I get that. I opened my burger, and it was a double, I thought I had opened my nephews, but nope, regular burgers are doubles. To get a single you have to order a "little burger". Really, that is what I would order for my 10 year old. The menu is very misleading. The fries were hot and fresh, but there was enough salt to resupply Utah. Most of my meal went right in the trash. And to top off my visit, I refreshed my drink, and the mix was off, so it tasted horrible and wound up getting dumped out. Needless to say, this was not only my first, but also my last visit to any 5 guys.

Not a good value...