Five Guys Burgers & Fries 4+

I went in to place a to-go order. I was informed the servers weren’t working and people would have to order online. I did that. However, on a different note, what’s happened to the use of calculators? They’re available on all cell phones, and… everyone has one, especially the younger kids left to run the store! There were several people at this location at the same time I was. Some left! So, Five-Guys… that revenue went to your competitors! This is ridiculous on the management of that store!! Had I been the manager, I would have used a calculator to prevent folks from going elsewhere!

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.