Five Guys Burgers & Fries
reviews and complaints

I have had some weird glitches.

I also recommend that if a card is expired and you are forced to add the same card again with new expiration you should auto delete the old card. Instead your app keeps it and keeps it defaulted on the current order.

Which means you have to go all the way back to edit cart page and then back through payments in order to select the new card.

Then the cards look the same on the credit card page which creates confusion.

Also, add some communication ahead of time about tracking my location so that I can turn it on in settings before I place my order. This solves the problem of the soggy sand which, that’s a big deal. You should brag about it.

Lastly, you guys are pretty ruthless on delivery apps. My last order was $27 on your app. It would have been $50 on DoorDash. That’s disheartening.

I ordered food on the app to find out 30 mins later that the store closed at 4pm?

Any ways when I called the store to get my money back the manager said I needed to call DoorDash. I said I ordered it on the FiveGuys app and she said well not her problem and hung up on me!

So I called Door Dash and of course they helped as much as they could but since the store took the charge they have to be the ones to refund. DooDash was great with their Customer service EVEN THOUGH they had nothing to do with it.

Any ways call the store to make sure you can order because they sure like to take your money when they are close and then close the door on your refund when they screw up!

So my bad lesson learned and Local burger shops will get my business. Which I should have done in the first place.

LOW FIVE Five Guys LOW FIVE!

The previous version of the app was perfect for me. I could pop the app open and re-order my favorite meal as I got into my car when I got off from work.

Now the app is stuck in phone mode, so everything is tiny and in the corners, and there are so many sub-menus that it no longer takes just a couple of presses, and takes six times as long even if you can quickly move all over the screen to hit the tiny buttons that show up everywhere. Then as if I could not remember to order a drink with my favorite, it brings up a drink menu, then asks for my phone number even though it has it saved.

It takes me about six times as long just to re-order a favorite.

This app is no longer convenient.m I may as well call in my order, as that will save me time even though I will have to pay in the store instead of online.

I want the old version back.

I really did like the ordering system. It was simple to the point, checkout was easy, but ran into a huge flaw AFTER placing the order.

I’m no newbie when it comes to food apps and ordering via mobile. So keep that in mind.

After placing the order, it seems as if the food would be ready at the “pick up time”, just show up, pick up, leave. The whole point of a mobile order is to skip the line. Turns out after waiting 5 mins after my pick up time and order changed from “in progress” to “completed” I wait in line to see if I had to check in or something.

You DO have to check in at the cashier. Why even bother with this app? What time does it save if I have to wait in line regardless?

Even if you have to wait in line, for the love of god just make a prompt during the checkout process saying you have to check in. Not hard. Kind of important.

Five Guys didn't really think this one through. I ordered online and went to the store at the time indicated on the email acknowledgement. There is no one at the pickup counter to help you. You have to get the attention of the cashier and tell him you placed an online order. People in line are glaring! He'll ask you to shout your last name from the pickup counter. He then actually enters your order for fries (your burgers are already done and waiting). No time saved at all. Lots of hassle and angry people in line. This is an app for the sake of having an app. If your business model is fresh cooked food then putting that order under a heat lamp while you wait for the customer to show up is absurd. So an app just doesn't work for Five Guys even though they are trying to be friendly to the younger smartphone set which is their demographic weakness.

The app automatically logs me out every afternoon when I open it order lunch.

The UI feels clunky and I sense a small amount of lag during inputs. It’s also clearly outdated - the big red “FIVE GUYS” that is displayed when I open the app doesn’t even take up my whole screen. It’s as if the screen was developed for the iPhone 6, before Apple expanded the size of their screen. In addition many UI elements are clearly low resolution and appear blurry.

Finally (and I didn’t take stars off for this but it’s a feature I want) the app has no rewards. Most days I’ll get alerts from competing companies saying I get a free entree or double points. I’ll often ignore them and still go for Five Guys just because I love their burgers so much, but just as often other companies tip the scale in their favor even if I’m ultimately only getting a 50 cent discount in the end.

Overall, good app. However the last update leaves me disappointed. I was excited to see "improved intuitive design" in the last update description. I liked your old design, and now it's better? Not so much. There are a few features I don't remember being there before, but overall I don't think the UX is better. It seems cluttered compared to before. And there are small things that bugged me. For example, it offered a place to enter a phone number for the order and I tried several times to delete "[protected]" before I realized I just needed to type over it. I tried to delete something from my basket by editing it and tapping the minus button in vain. I eventually figured out I needed to go back to my basket and find the delete button by swiping the item left. Things like this just make me a little sad remembering the old interface was so intuitive for me.

New review July 2022

Wow, what an update! Huge improvement over the previous version. This one looks like a modern iOS app. APPLE PAY support! So glad to see. All of my favorites came over without issue and the workflow to order is much cleaner and makes great use of app notifications rather than SMS they used previously.

One minor issue - should support Sign In with Apple rather than having to create an account but I’m just so happy to see this much of an update I’m not going to dock them a star for not doing Sign in.

Old review:
Love the food and service but this app misses the mark in many ways. Trying to create an account and neither the email or password sections take leverage the built in capabilities of iOS. App needs to support Sign In with Apple to simplify the sign up process. App needs to support Apple Pay. There is no reason an app today should ask for my credit card information.

I ordered 5 guys through the App. It offered me delivery no mention of a third party till I paid. Then I was sent a link to DoorDash. I haven’t heard good things about DD.

I ordered couple hours ahead. I received a link to my DD person. After over a half hour late, we called the DD person. They don’t work there and haven’t for some time.

We called the store. They wouldn’t help us because they say we ordered through DD, BUT WE DID NOT! I ONLY ORDERED FROM FIVE GUYS! The manager was absolutely no help. I called the customer service and they just gave me a quick apology and supposedly a refund. I’m waiting on that.

How can you offer delivery and not tell the customer it’s DoorDash? Then act like I ordered from DoorDash. Stupidity

It’s extremely disappointing, I just had surgery and my husband’s blind. So here I sit hours later with no food. This was supposed to be a thank you to my husband for taking care of me.

I love Five Guys fell in love when I lived in another state. The app is fantastic as it makes it easier to place orders pick up and make changes to any orders prior to placing orders. The only issue I have is that when you call to say you are outside to pick up your items they never seem to be able to answer the telephone. If you place a time to pick up, you would think it would be ready however it is not. I placed the order to be ready for 5:15 and it is now 5:24p and we were 4 minutes late! So do they make it when you get to the spot? If so say this and we will cal on our way in! Fries are usually great however this time limp and a little soggy seems they were sitting for a while how can this be when we were late and they were making our food or so it seemed. Seeing how the person next to us came and went and never got out of the car! Not sure Plymouth is up to par! I loved NY hence why I would continue on but man what is really happening here!

When I first started using the app I found it incredibly user friendly. BUT what I didn't like was that I could order my food but could not pay for it at my Winter Springs Fl. location.
Just didn't make sense that I could order but when I showed up to pick up my order I had to stand in a line with up to six people in front of me so that I could just pay for a preorder.
Started to go to BURGERFI even though it was out of my way their app allowed me to pay and just walk in to pick up counter n grab n go. Well I shared this with the 5 guys contact us part of their app and was told that 5 guys does allow to pay through app but my location opted out for that service. Well I'm happy to say that now they do !
Their app is now perfect and I will never go to BURGERFI again. Thanks for making it more convenient for your customers to pay through app so that we can now just grab n go without standing in line after we've ordered. Outstanding Customer Service! Great Bacon Burger Too !

I have experienced the online order pick up via the FIVE GUYS app twice now at two different locations. I hate it. In my opinion when I use a online order app to pick up food I EXPECT the food to be ready when I get there. FIVE GUYS cooks all of your food EXCEPT the fries according to when you stated in the online app order. So... you take the time to tell them WHEN you will arrive and they wait until you actually arrive to cook your fries. This may be a plus for some people - not me. After arriving to pick up your prepaid food order you must wait in line to get your drink, if applicable, and to tell them ‘hey I’m here - start cooking my fries’. So I preorder AND I get to wait in line... so what was the point in ordering through the app again. This is the only food app I am aware of that you can’t skip a line or grab your food and go. If I use an app to pick up food I expect all of it to be ready when I arrive - AND NO WAITING IN LINE. For goodness sake add a on-line pick area or sign. Grrrrr.

The app itself is pretty good, and of course the food at five guys is always awesome. However, they seem to have a policy where they don’t start making your order until you actually arrive, no matter how far in advance you order, despite there being a very specific “your order will be ready at x time” when you order. It doesn’t matter if you get there 20 minutes after that time, you will have to sit around the restaurant and wait just like everyone else at the counter. It’s every location I’ve used, so it’s not like it’s just one location. EVERY competitor and for that matter every takeout app has your food ready so you can just run in and grab it.

In other words, this app is 100% useless for its intended purpose, and as much as I love five guys, unless I’m planning to eat in the restaurant, I order from wayback or mooyah because I don’t want to sit around waiting for food that I was told would be ready when I got there. I even tried clicking “I’m here” 10 minutes before arriving, and it still wasn’t ready when I got there.

There aren’t any options for easy/light or extra toppings.

• If we want light mustard and extra hot sauce - you can’t even do that on the app….

• If we want extra crispy fries with extra Cajun seasoning - nope, can’t do that either…

•If we want a milkshake with Oreos and just a little chocolate and a little peanut butter - nope, can’t do that either…

• If we don’t want tomato on the BLT - nope, we can’t even do that…

For the high prices that you charge, we should really be able to customize burgers/fries/shakes the ways we want them. All of those things can be requested if you order in the store….so why can’t you add the capability to the app? We would get five guys a lot more often if we could order ahead and actually customize it the way we want.

Also, we’d get five guys a LOT more often if our local stores offered curbside pickup or a drive thru. NONE of the 8 stores in this city or nearby cities have curbside or drive thru. We only get five guys a couple times a year right now, but if they had drive thru or curbside pickup then we’d be going at least once a month if not more.

this store offers the service to pick up the order outside. I made the order to pick up on the curbside because I really have difficulty walking, so this is easier for me. When I get to the store, the person who answers the phone tells me that they are very busy that if I can go in and I explain my situation and she told me it's okay. I wait for 30 minutes and call again and they tell me that they are very busy and that they cannot go out to leave the food out again I explain my situation that I cannot walk and they tell me they will send me my food. When I receive my food it is all cold and if I could speak to the manager and the employee tells me that if I want to speak with the manager I have to go inside. this is really unacceptable. I call the store and the female manager tells me that she has 3 calls out and that they are doing what they can. I'm sorry they didn't get to work but I think they would have to remove the services they don't offer so that we can look for another place where they do offer them. The truth is, this experience made my day bad and with the desire to never return

The app is priced right and it’s nice to order at home and have your meal ready when you arrive. The “Favorites” is poorly implemented, on the iPhone 4S the keyboard covers the entry field so the name must be typed blindly and there is no means to edit the name given, and more surprisingly there is not a means of saving a favorite order without actually ordering. Like, when you’ve just finished eating and you think of what you want to order next time. Lastly, if you look at an order “in progress” this app asks “Do you want to pay now?” when you’ve already paid. When you click yes your order is doubled. Fooled me, thought the app would be smart enough not to double order with out asking explicitly just that. Turned out for me it fooled the restaurant too. The staff asked me first off if I really wanted 2 orders. Told them I inadvertently did order 2 times and they answered “great, because we fixed 2 in case that’s what you really wanted.” Get a REVISION OUT FAST so you don’t confuse customers and your staff. This could close to a great app, I’ll stop by more often, promise, when this is corrected.

I made an app order for my store I always order at and it was sent to the wrong location. It was sent to Southlake and my store is Euless. I live in Euless and was right by the store when I placed the order. I went in to pickup and the manager Abraham who kept calling out name as if I was that person picking up an order for them I told him not I’m here for an app order and my name. He told me that he did not have an order for me and that if it was sent to the wrong location that I had to call that location and cancel or go to their location and pick it up. Abraham told me he was busy and I’m on my own and he could not make the order there because the payment was at another location. I called customer and spoke with Bunby who just canceled the order...no refund no apology nothing no correction. Bunby argued with me because I asked for a supervisor and was told I could not speak with one then place me on hold for 30 mins then released the call. I called back and had the same exact experience with Ammia and even worse with Wasim. That was my VERY LAST time with Five Guys. Had to find food @ 9 o’clock for me and my kid!

The app’s got it all with no strings attached: step-by-step order process, virtually no bugs or other issues, and a nice look and feel to it. Ever since learning about that fine place in 2012, you’d be hard-pressed to say that I wouldn’t go there often anymore. Indeed, I do: while McDonald’s is clearly superior in terms of modernizing the hamburger and the kids meal that comes with it all, I would be arrogant to say that I too support using harmful chemicals to save money on ingredients, not to mention absurd; that’s where Five Guys comes into play here. Now, just listen.
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Concerning the main chain itself, no extras come with Five Guys or anything: nothing artificial (but see later), nothing processed, nothing frozen at all. But we’re not here to talk about the place. We’re talking about the app itself: you’d be hard-pressed to find any major issues with it hidden deep below the surface. It works just like any mobile app should (as mentioned above). Virtually no quirks or nothing; just plain, pure programming functionality.
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The only reason this app just misses out on 5 Stars is because recent events have started to cause Five Guys as a whole to lose its unique voice, such as using artificial ingredients within its milkshakes and other dessert products, and including VERY artificial drinks in its drink dispensers. But it doesn’t drop to three stars, either, since the original basic menu items have been left intact, although this can certainly change. Eat well!

I think this is a minor bug they can fix but until then, I can't fully evaluate. When there is no five guys in the area, it seems to hang. It will continue searching as if its expecting a 5 guys to be built in the vicinity. In other words, it searches indefinitely and I can't get beyond it. Granted, there is no point in using the app if there is no 5 guys. However, I travel and would like to know if there is one around me or not. If it loops, I will have wasted my time. Anyway, they get 2 stars instead of 1 for thinking of the customers time and for having one of the tastiest burgers out there. A fix may net them five stars which is a lot to say for me :)

In the shocking absence of app feedback on the five guys app I’m updating my review here. This glitch has gotten very annoying particularly because it seems like such a simple issue to fix and has gone unaddressed for 11 months to date. When I finish placing an online order I am always asked to confirm my phone number. What it shows initially is always wrong. What it’s doing is prefixing 1 to the area code so the number it shows starts with (152) instead of (520) and I always have to retype it. If you could strip off/ ignore the country code before the area code that is all it would take to fix it. I’m unable to submit my order before fixing the phone number first.

So I placed a mobile order in order to pick up my food and limit exposer to other people. I arrived for pick up 5 min after my order was suppose to be completed (per the app) yet the young people who worked at the five guys in McKinney TX had not even started on my order and asked me a lot of questions about my order before finally finding it. But what I think is the worst the two people who assisted me were wearing gloves and they went from making burgers to typing in the register back to making my burger without ever changing gloves gross.. I will not only never use this app that took forever to download again but I will not be returning to this five guys location...

Been using the app for ordering from five guys for years. I knew something was wrong when my favorite orders weren't immediately available. Ok, so I was no longer logged in and the app had obviously updated... ok. So now trying to order a burger involved almost triple the number of clicks and kept expanding on the screen. Now I also had to add a phone number, even with ccard details. Seriously people, it wasn't broken before - compare the complexity of old version and this one and ask yourself if this is "better". Oh, and to add insult to injury, the "bowl (no bun)" option never came through and so am now awaiting a new burger... I'll get over this first world problem.

The app looks good and seems intuitive enough. Everything was straightforward right up until it came time to pay and I was presented with an alert that stated I have to call in my order. Adding a tel link with the number to the selected store or even providing the number somewhere would have been helpful. I could have done that and saved the time of installing the app and setting up an account.

The location:

Emory Road
7531 Barnett Way
Powell, TN

Please note I am not saying anything negative about this Five Guys location itself. All employees are always friendly and courteous.

I’ll update this review after the next time I try the app... if it actually works as intended.

After spending several minutes building three custom burgers fries and drinks I was quite excited about how simple everything worked except the check out. We’re placing the order it was rejected several times. Instructed me to call the store. When I called the storeTheir staff informed me oh Yeah we have that problem a lot people just come into the store and place their order. Why would you have a nap or even more importantly why are you working around the problem and not resolving it. So… I spent another five minutes on the phone trying to understand someone who was at going everything OK route was reading from the shopping cart. Next time I’m not sure I miss around with the app.

Let’s ignore the fact that five guys is the most expensive fast food burger restaurant in the world, and focus on what they should be doing with this app. Order history is worthless. We eat at five guys often and sometimes I order it but sometimes my wife orders it. It’s always the same thing but sometimes we might have an extra burger or one person isn’t eating with us. Go look at Jimmy John’s app. They have a long order history and you can add a previous order to your cart then add to it or remove items. Buy here at five guys we have to make the order from scratch EVERY TIME. They should use some of that cash they’re raking in from their overpriced burgers and fries and hire a UX engineer to fix this app.

Currently, a favorite represents a specific order at a specific location. If you save a favorite, it is added to the list, permanently. You cannot edit, rename, or delete the favorite. All you can do is add another favorite to you growing list. I even deleted the app and reinstalled it in order to try to create a fresh list of favorites, but even this does not clear the list.

At this point it is easier to build my order from scratch each time. I really want to use favorites, but I chance placing the wrong order for the wrong location since I have a handful of favorites that I need to either delete or to rename.

Also, I think that my online ordering account with my email adresss should link to the iOS app.

The basic functionality of ordering through this app is great. Paying is another thing... I tried to use two gift cards but there was still a $4 balance after inputting the cards so I added my credit card to take care of the remaining balance. It lets you believe that this combination will work (because all three entries were shown) until you actually press the button to pay... it defaults to your credit card... and not the gift cards... so I paid $30 more than I should have... unless it also zeroed out my gift cards, in which case I spent $60 for two burgers, two shakes and a reg fry... the gift cards I input no longer show up. Your burgers are awesome but your app is the reason I’ll be reconsidering another visit.

The [censored]s that created the app leave you with a summary page of your order. This page doesn’t show you an in-store order number, or your name. The app prompts you to go to the pickup counter, but the person at the counter can’t associate the order displayed on the app with anything in production. Yes, there’s a super long order number, but they can’t (or won’t) do anything with it. They’re also unwilling to look deeper, and it’s hard to even converse with them because of face masks. I turned to the app in the first place because in person ordering was hit and miss because of face masks. The prices you pay at Five Guys demand much higher service. The food isn’t that good. The app does little to bridge the gap, especially if they’re busy.

I’ve been going to Five Guys for years and years and have pretty much always ordered the same thing through the app. However, for some reason they recently decided to remove the extra cheese option. Now I can no longer order my usual through the app which has made it useless for me. You can still order extra cheese in store so I don’t understand why they would remove it from the app. Even if they charge extra at least give the option. Aside from that, it would be nice if they added the option to choose to have your fries cooked when you order online so you don’t have to wait for them when you arrive. Kinda defeats the purpose of ordering ahead (though it does still save some time). It would also be nice if you could add a tip right in the app.

The app works great. But (at least my locations) the lack of an on-line order pick-up window makes it useless if you order during a peak time. I stood in line for a good 5-10 minutes at the order line just to let them know I was there and then stood another 20 minutes for them to get food for all the people who had placed orders before I could tell them I was there.

My food was sitting there the entire time. All they had to do was throw in a fry, hand it to me, and I'd be out of the way. Instead I got to watch everyone else be handed fresh food while my order is becoming less fresh as I waited for them to finally get around to giving it to me. I would have been better off ordering on arrival- it would have taken just as long and the food would be fresh.

We ordered a variety of food along with a milkshake for delivery, got out our food and realized we didn’t get our milkshake. By the time we looked outside the driver was gone. The app gives you all phone numbers to call the store itself with issues. Called the store, they said to contact door dash. Contact door dash, they say they can’t help you because you paid the store directly. The store says they can’t help you because the driver picked up the milkshake. Long story short, probably a great app for pickup, but not for delivery because they use a third party delivery system that seemingly has no accountability involved. I know there are bigger problems in the world than a missing milkshake, but I was really looking forward to bringing all the boys to my yard.

Where to start. Our last order was an unmitigated disaster. We ordered 5 burgers and every single one was missing at last one topping. The fries were a mix of skinny and steak fries. The steak fries were awful, not sure where they came from. All the fries were burnt, likely due to an effort to cook 2 different sized fries at the same time. They forgot our milkshakes, so the hot food was in the car with us getting cold, while they made the shakes. It took almost 10 minutes to get 2 shakes. The shakes more closely resembled chocolate milk in their consistency and we couldn’t taste the coffee flavor at all. Worst meal we’ve ever had there, but the last in a long line of messed up curbside pick up orders. Will not be ordering from the Mishawaka location again.

It’s 11:27 and I’m still waiting, put in my order at 11:01.

I watched 3 cars and a group of 4 walk up, also saw they got food and were done before I got my food...

I had called and let them know I was here, as I ordered while in parking lot (just had surgery, so husband drove me to it).

I called again, let them know it’s been more than 20 minutes, in which they replied they were bagging it up.

At the end of this my food came out... fries were nice and hot, burger was cold.

Five Guys used to be my favorite, there have been so many mess ups on mine, is almost every time. West and Drew are always having to fix the mistakes. Been a while since I’ve been here, think this is just a sign to stop eating there.

Btw, they were not busy until a few minutes after my order.

Sorry to say goodbye!

First the app is easy and intuitive to use.

But the real issue is how the employees are incentivized to mark the orders complete before they are actually ready to be delivered.

Let’s look at what just happen to me.
Order placed through app for curbside at 11:32am with a claimed completion time of 11:43a.

I pull into the parking lot and hit arrived at the store at 11:45a. I get a wave.
In the app the order is showing as complete @11:41a

11:50a I walk in the store, nothing in bags so walk back out to my car.

11:56a my order is delivered to my car.

More than 13 minutes past to estimated time and 15 minutes past the completed time.

I wouldn’t even be complaining if the time estimate was accurate. I’ve got plenty of things I could have done with those 15 minutes but now they are just wasted sitting in my car.

I made an order online. Super easy. No problem.
Got my burger not the 7 min after the order but 17 minutes later
I made the order in my car to save time figuring it was dinner time. Not many people in here, three people ahead of me who got their orders before I did. I had four people standing around until I said I was looking for my order. The cashier said it was ready and it was not at all.
IT WAS NOT even prepared!
No condiments as requested either.
I got a plain burger without what I ordered.
The receipt clearly said what I asked for on it.
The people doesn't even look at you except for the cashier who was nice.
Not my favorite location after this experience.
I decided to treat myself and I paid for an un-enjoyable meal.
I was in my car on the way before I opened it to eat.
It was not one mistake, it was many.