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Business Profile

Restaurants

Five Guys

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Restaurants.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/22/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Given a gift card for birthday on oct 12 2021. Last tried to use jan 23 2023. ******* said card doesnt work. We kept asking her to try cause there was money on it ($25). I have tried using card multiple times but keep getting told it doesnt work. Online says there is still $25 on the card as of today. Filed an online complaint on fiveguys website, no response! Phone there home office complaint line on feb 06,2023, left info and still no response. A person should not have to be fighting with company for four months to use a product they sold! This gift card was purchased at this same store i keep trying to use it at. Now i would like the gift card cashed out so i can go to a store that will appreciate my business.

  • Initial Complaint

    Date:11/02/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    September 30th, 2022, my five guys online account was hacked and someone placed Order # ***************** using my account and debit card. It has been over a month since the incident and I still have not been reimbursed. I have called corporate three times and have gotten no resolution. I could file a charge-back with my bank but that would result in them shutting off my card and changing its number. All of which is a hassle for me as I have several auto-draft services that use this card. Additionally, Five Guys should better protect their consumers from such an attack. Something as simple as asking for the CVV or two-factor authentication could have avoided the entire thing which I am sure that I am not alone in this occurrence. Five guys lack of basic internet security should be addressed.

  • Initial Complaint

    Date:10/02/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    There was a fraudulent charge of $93.56 pending on my bank account. I called five guys corporate office to request the charges be reveresed and i live in new your state and the corporate office said that the $93.56 charge was done in georgia. Therefore it is a fraud charge and i have been waiting for five guys to reverese the charges with no call or email. Now the charge has posted in my bank account and five guys has yet to correct the situation. I want a refund of the charges that are not mine as i do not know anyone in georgia and i live in upstate ny. I will be more that happy to take this further the courts if i have to.

  • Initial Complaint

    Date:06/15/2022

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    During COVID I have been generously tipping when placing online orders with Five Guys. The tip,option is right on the screen before checking out. I was tipping to supplement wages earned by the workers. Found out recently that workers are paid a flat hourly rate and dont get tips. So where has the tip money gone? Is the corporation pocketing it? I want to know if I have been scammed.

Five Guys is NOT a BBB Accredited Business.

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