Five Guys Burgers and Fries

The staff needs a retrain on how to greet its customers not very pleasant to deal with and this is 3^rd time at this location and same ???

My burger was amazing. It tastes like homemade goodness. And they clearly advertise no preservatives which gives me peace of mind. The staff was very friendly to me. The service was a bit slow but I can’t complain when you can see them making your burger from scratch and putting in fresh fries. The ONLY reason why I didn’t give 5 stars is the price. $ 11 for a bacon cheeseburger and fries (no drink). That’s crazy pricy but I can’t say that it will keep me from going again. It’s a dang good burger.

Place was fully staffed but overall the experience was a bit disappointing in terms of cleanliness of the business. Place was a bit dirty and I had to carefully redo my order a couple times to get it correct.

Food is good but customer service is nonexistent. Food is the only reason for the rating. Most of the food places in Pearland have poor customer service and this place is no different.

The food is good but the customer service is shit. I called in a order and had a rude little bitch on the phone with an attitude. Other then trying to order the food is good.

The food is fine here, but this location might better be labeled as 3.25 Guys… The young woman at the counter is *not* the warm cheerful welcome that Five Guys is known for having, two of the four prepping the food are really on top of it. And I’m pretty sure the prices went up – 8+ dollars for a fast food two-​patty burger? The burgers are good, but I can get a burger *and* fries at a sit-​down restaurant with friendly cashiers for that price.
My first experience at this location started with one of the employees sitting on the curb out front, apron and all still on, having a smoke. When I went in, the woman at the counter had an expression and attitude that exuded her distaste for customers coming in and expecting to do business there. Curt, eye-​rolling, cutting me off before I was done ordering… Not a winning combo.
There was only one guy at the grill (I knew a third was out front, but not sure about 4 & 5). I’m pretty sure he was new and hadn’t gotten the tutorial on the other jobs yet, because when she yelled «2 patties!» He just started fumbling with the buns. I ordered without a bun, so the girl tells him «you don’t need a bun» and he continued to fumble with the bun package and put a bun on the grill. When she was finished taking my order she looks back and says «I told you ‘no bun’ — she ordered it in a bowl.» You could tell by his response he was totally mind-​blown by the possibility of a no-​bun burger. Also, no burgers had been started…
I moved over toward the condiments and observed that it was a good thing I hadn’t ordered a drink, since both trash bins, one of them partially dismantled, were rolled into the walkway in front of the drink station. Maybe Guy 4 was out at the dumpster with Guy 5?
All of the sudden, excitement and movement commence in the kitchen! One very capable and cheerful cook is back there now, coaching New Guy (and by coaching him, I mean undoing the things he’d done wrong and doing everything himself while explaining). Another woman had shown up too, quiet, but working quickly. Smoking Guy eventually showed up too and got to work. Grouchy Guy (/​Gal) kept taking orders with her previous gusto. The trash bins still sat unattended…
I got my food, got back to the place I’m staying and realized they hadn’t given me the mustard I’d ordered. No utensils and napkins like my usual location either. Bummer. Oh well. I was hungry, so I made it work.
I went again after a week or two to give them another shot. All 5 Guys were there and working this time, two or three loudly carrying on as Five Guys cooks are known for! «This will be great,» I thought! Then Grouchy Guy (/​Gal) was ready to take my order, but I had a hard time telling at first, because when I walked up she just stood at the counter looking over my shoulder, not acknowledging me. Finally she looked at me with irritation, which I gathered was her cue that she was waiting for me to tell her what I wanted (the elementary teacher in me *reallllly* wanted to say «use your words, Honey…», but I didn’t).
As I started to order, the other woman walked up to the other register and asked her a question, and Grouchy Guy (/​Gal) interupted my ordering by proceeding to converse with her colleague. Really? Then she looked back and was like «What did you say?» I repeated myself and started again, and she interupted me again! What. The. F??? I should have just walked out then, but Hungry Cara tends to be more diligent in matters of acquiring food than Indignant Cara, so there I stayed. After being interupted a third time, I was finally able to complete my order.
As I waited, the guys at the grill carried on with gusto. Once my order was ready, New Guy (who had the role of getting fries into the bag and calling numbers tonight) stood at the counter and meekly called a number (well, meekly in comparison to the kitchen activity and grill sounds). It took a couple times for me to hear him over the fun, but I went over and relieved him. I was smart enough to check for mustard this time (there wasn’t any, but they got me some) and grabbed napkins. I still forgot utensils. Oh well.
The two stars here are mainly for the food and for the one guy who really displays that service and fun attitude Five Guys became successful because of. I can forgive a new staff member not knowing all the ropes — we’ve all been the «new guy» at some point in our lives. In the future, however, I will *not* be handing my money to someone who clearly would be happier if my money and I weren’t there bothering them. It’s where I cross the line. I need to branch out a little more anyway, I guess…

Worse restaurant I’ve been to. They forgot my order until I asked. Then they gave me a burger that had been burnt so badly that it was crunchy and make the worse taste in my mouth for hours. Thirty five minutes later a burger and a ‘sorry’.
I used to love Five Guys but I guess all good things come to an end !!

Delicious burgers, and I personally have always had my orders done right. It’s pricey, but that’s what you pay for a good burger and fries.
All that said, yeah, the register is primarily worked by bored teenagers who would rather be with their friends than take your order. The food is good enough for me to ignore any less-​than-​perky customer service.

Cashier looked pissed to be working, and did not pay full attention to our order. Later on had to go back up and ask to have it fixed due to her lack of concentration.

Usually very consistent but today the kitchen seems off their game. Orders are taking way too long to fill and the soda machine is not working properly. Nobody behind the counter seems too worried about either problem.
Noticed right after making the post that they have a repair man from coke here. Interesting that they are selling sodas knowing that the Maxine isn’t working correctly.

Love five guys but this time my burger was wrong and the patty were small. I expected more and better service.

Arrived on a Thursday night and found only two people working the store and a big line. The person who took your order would go grill the previous order while customers waited. He was ringing people up as their food came out. He said «we don’t have a grill man.» I don’t know what the deal was, maybe a mass sick out, but this was not acceptable to have two people working an entire five guys. Restaurant should have been closed with this staff level.

I ordered for bacon cheeseburger and they gave me a regular burger. The bacon is missing and even the mushrooms that I added are missing. Took about 25 mins for our order to come out. So dissapointed.

No flavor. None. Just wet buns from greasy patties. Fries were great, but burger was barely worth eating. I was starving, so I ate most of it.

The place is set up like all the other ones. I love the fact that you can watch your food being freshly prepared! The Burgers was great! Fries were hot and REAL potatoes. I made conversation with the crew and they were so polite. The manager Aaron made me a special kind of burger and it was great. I am definitely coming back for more and would recommend this place to anyone needing a great FRESH burger fast.

Not much to say but the burgers are great!!! I have always had good service and the food is consistent.

I know there are some bad reviews for this place but I love it. I crave their cajun fries. When you order a large you get a bag filed with fries. Two people will have trouble finishing them. I hurt myself on their fries. I’ll be back again and again.

The burgers are great — fresh ingredients. I absolutely love the cajun fries and I often go just to get an order of fries alone!

Hey it’s a lil hood I must say lol. But to be fair the quality of the burgers is pretty consistent with the other locations. Very expensive as always but it’s a change up from Whataburger

My burger was just ok. I was expecting such an outstanding meal that maybe I over expected and ruined it for myself. The actual burger was ok but the fries were way too much. The seasoning they use was way too much. I found myself drenching my fries with ketchup just to mask that seasoning. I think I spent way too much for my meal and don’t think I’ll be back anytime soon.