Five Guys Reviews & Complaints

Five Guys reviews and complaints often focus on menu prices, burger and fry quality, incorrect or missing items, online ordering, delivery, refunds, gift cards and customer service. Experiences can vary by restaurant, so the specific location, order channel and receipt details matter when evaluating or filing a complaint.

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• Business: Five Guys Enterprises, LLC
• Official website: FiveGuys.com
• Customer Feedback Hotline: 1-866-345-GUYS (4897)
• Support hours: 8 a.m. to 12 a.m. CST
• Corporate office: 1940 Duke St., Fifth Floor, Alexandria, VA 22314
• Main review themes: Prices, food quality, order accuracy, delivery, refunds, app/online ordering and service.

Five Guys is a fast-casual burger chain known for customizable burgers, fries, hot dogs and milkshakes. Public reviews include both positive and negative experiences. Positive feedback often mentions burger customization, generous fry portions and friendly service. Complaints more commonly involve high prices, greasy or cold food, missing toppings, incorrect orders, delayed delivery and frustration when seeking a refund or follow-up.

One restaurant experience should not automatically be treated as representative of every Five Guys location. Staffing, management, order volume and franchise or operating arrangements can differ by restaurant.

High Prices and Value

Price is one of the most frequent themes in Five Guys reviews. Customers sometimes compare the cost of burgers, fries and drinks with lower-priced fast-food chains and question whether the meal represents good value. Prices can vary by market and ordering channel, and delivery orders may include additional charges.

Cold, Greasy or Overcooked Food

Reviews sometimes mention burgers that arrive cold, fries that are soggy or overcooked, or meals that seem excessively greasy. For pickup and delivery orders, timing and travel distance can affect temperature and texture, so the restaurant location and ordering method are useful details in a review.

Incorrect or Missing Items

Customers may report missing toppings, incorrect burgers, omitted fries, drinks or incomplete delivery orders. Check the order before leaving when practical. For delivery, save the digital receipt and take photos when they help document the issue.

Restaurant Service and Cleanliness

Public reviews include both praise and complaints about employee interactions, wait times, dining-room cleanliness and order handling. When reporting a service problem, identify the restaurant, date and approximate time without publishing private employee information.

Five Guys allows customers to order online or through its app for pickup and, at participating locations, delivery. The company states that fries and milkshakes may be prepared when the customer arrives to help preserve freshness.

Online-order complaints can involve duplicate charges, difficulty modifying an order, special requests that cannot be entered through the platform or an order being sent to the wrong location. Five Guys says online orders must be prepaid.

The company also states that if a duplicate charge remains after two or three days, customers should contact Five Guys through its support page.

Most Five Guys locations in North America offer delivery, and the company also works with major third-party delivery platforms including DoorDash and Uber Eats. Delivery complaints can involve late arrival, cold food, missing items, order mix-ups or an order marked delivered that was not received.

If a third-party delivery platform processed the order, begin with that platform for driver, tracking and payment issues. If the restaurant prepared the wrong food or omitted items, contact Five Guys as well.

Five Guys states that refunds are available when issues arise. Customers can call 1-866-345-GUYS (4897) between 8 a.m. and 12 a.m. CST or use the company’s online contact form. Five Guys asks customers to provide the order number, restaurant location and total cost of the order.

If a refund is approved, ask how it will be returned and how long processing is expected to take. Timing can depend on the payment method and whether Five Guys or a third-party platform processed the transaction.

Five Guys sells physical and digital gift cards. The company states that eGift cards can be used for in-store and online orders and that gift-card balances do not expire.

If a gift card has no balance or cannot be redeemed, Five Guys directs customers to its contact form. Keep the card number, purchase receipt and any order or activation confirmation.

As of September 17, 2026, a Better Business Bureau profile for Five Guys in Lorton, Virginia showed that the business was not BBB accredited and listed 5 complaints during the previous three years, with 2 complaints closed during the previous 12 months.

That BBB profile should not automatically be treated as the complaint record for every Five Guys restaurant or franchise. Individual locations may have separate business profiles or local ownership structures.

As of September 17, 2026, the main Five Guys Trustpilot profile displayed a 1.9 out of 5 TrustScore from 911 reviews. The profile was unclaimed and stated that the company had not been inviting reviews. The displayed distribution included 59% one-star reviews and 17% five-star reviews.

Common themes include price, food quality, order accuracy and service. These are self-selected consumer reviews rather than a representative survey of all Five Guys customers.

1. Start with the restaurant. For a current order or service issue, ask for the manager at the location involved.
2. Keep documentation. Save the receipt, order number, screenshots, photos and delivery confirmation when relevant.
3. Contact Five Guys Customer Feedback. Call 1-866-345-GUYS (4897) or use the official contact form.
4. Identify the ordering channel. If DoorDash, Uber Eats or another third party processed the order, also use that provider’s support process.
5. State the requested resolution. Explain whether you are seeking a replacement, refund, billing correction or management follow-up.

For readers who need a corporate-office and escalation guide instead of a review page, ZeroStars’ sister site maintains a dedicated Five Guys resource:

• Five Guys corporate office, headquarters and customer-service information on CorporateOfficeHeadquarters.com.

Many Five Guys restaurants operate under franchise agreements. Restaurant management generally handles same-day food preparation, order accuracy and local service, while Five Guys corporate support can assist with broader customer-service and digital-order concerns.

When filing a complaint, identify whether the problem is tied to a specific restaurant, an online order, delivery, a gift card or a corporate policy. That distinction can help route the issue to the appropriate team.

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Have you ordered from Five Guys recently? Leave a ZeroStars review describing the restaurant location, ordering method, prices, food quality, missing or incorrect items, delivery experience, refund request and whether the restaurant or corporate support resolved the issue.

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Updated September 17, 2026. Restaurant policies, prices, review counts, BBB information, delivery options and contact details can change. Verify current information with Five Guys or the applicable restaurant before relying on a specific policy or support route.