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          Business Profile

          Fast Food Restaurants

          Five Guys

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Fast Food Restaurants.

          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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          Complaint Status
          Complaint Type

          • Initial Complaint

            08/26/2022

            Complaint Type:
            Service or Repair Issues
            Status:
            Answered
            Transaction Date: 8/18/2022 | Amount of money paid to the business: $12.09 The business committed to provide me: 1 Hamburger and 1 bottle of water Nature of dispute: Five Guys did not make my food order. Five Guys blamed another customer for taking my order, which is not true because my order was never made. Five Guys management refused to take responsibility for lost or stolen orders. They told me that someone took my order and they do not have any control over that. I asked for a refund. The manager was unable to provide me with a refund through the POS system to my original method of payment to my credit card. She offered me a cash refund which I refused due to my payment being made to my credit card. It is my opinion that my experience was worsened by over 20 people who came in after I did who all received their orders, but mine was never made, and now they tell me that they can take my payment for my order via credit card, but cannot refund my payment via the same credit card. I left the restaurant with no food, and no refund. Whether or not the business has tried to resolve the problem: Only the shift manager who offered me cash. This was not acceptable. Order Number: ************ This is the second negative experience I have had with this business.

            Bureau response

            09/14/2022

            MESSAGE FROM BUSINESS:  9-14-22 Mr. Jay ***** called BBB to say he wasn't able to give this customer a refund on his debit card (machine not working) but did offer a cash refund and remake his food. Customer rejected both and left.  Mr. ***** is still willing to refund the cash.

          Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩

          BBB Rating & Accreditation

          A

          This business is not BBB Accredited

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          Reasons for BBB Rating

          Contact Information

          100 Moon Shot Dr

          Madison, AL 35758

          Visit Website
          (256) 325-8402

          Customer Complaints Summary

          1 total complaints in the last 3 years.

          0 complaints closed in the last 12 months.

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