I recently had the pleasure of ordering five guys on the mobile app around 8 o’clock on a Sunday. Upon entering the store early, the team was very friendly and engaged in quick conversation. I inquired on how to order grilled jalepenos on the app and was told that the best thing to do was to place my order and then call to verifiy that I would like them grilled as there was not option to choose. Awesome! As I was waiting for my order the employee went above and beyond and already placed a few jalepenos on the grill for me to take with my order. Now that is customer service. You should be proud of your crew working on the 29th of December. They did the store and the company proud. I will definitely be back and spread the word around town on the great service.

Second time trying five guys in two years. First time I ordered online and I was charged but the order was never put through to the restaurant. I contacted customer service and my $20 was never refunded but I did get a $5 gift certificate. I tried to use the gift certificate a few weeks later and it was not valid so I did not order. A new location has opened up close to me so I tried to order again. Tried the website 3 times and never worked. I downloaded the app and tried twice only to receive an error message. This is annoying because I have to waste my time setting up the account only to have it not work. So I decided to drive to the restaurant and order in person which wastes more time. I walked into absolute chaos and almost left immediately. I decided to place my order anyway. The staff was very professional, my order was completed very quickly and I was very impressed with the service. I have worked in the restaurant industry many years and I know when a place is overwhelmed. They were but the staff did a great job keeping cool and giving fantastic service!!! This was at 5pm on a Saturday afternoon when I’m sure the people in charge of the app and website were at home enjoying their weekend. Great job staff to the staff at the Gratiot location in Roseville!!!!! Shame on your IT department.

If you tap the "Order Again" button on a delivery order, it converts the order to a pickup order and gives zero indication unless you know to look for some fine print in the upper-left corner of the screen. If you accidentally submit the order, there's no way to cancel it in the app. You have to call customer service, give ALL your contact info, and read off the order number – which is 17 digits long, unbroken by spaces or hyphens, and shown in fine gray print – and just trust them that the cancellation will go through because they "can't" send you an email confirmation until at least the next day. And if your order goes through, it's fulfilled by DoorDash – who absolutely will not lift a finger to help you if the driver delivers to the wrong address (which of course they do sometimes), requiring you to again call Five Guys and go through the same arcane process as for a cancellation. How this happens in 2024 is beyond me.

I mostly love this app because it makes it extremely easy for me to quickly order what I want, from where I want, every time. That’s pretty much what I want in any app that helps me purchase things. However, there is one confusing and annoying feature (or lack thereof) that has so much promise, but totally falls short of being useful. It’s the feature that allows you to see your historical orders, and repeat one of them, with one click. If I’m looking through several historical orders, the information is only useful to me if I can see the details, like which condiments were added to each burger. This feature is of no use to me if I can only see that I ordered one bacon cheeseburger, one cheeseburger, and one regular burger, but I can’t see which condiments were added to those burgers.Please fix?