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.

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.

DO NOT SAVE YOUR CREDIT CARD IN THIS APP…. I have dozens of food apps and never had any issues until ……… A couple months ago my 5 guys login info got leaked and my account which had my Credit Card info saved to it ordered 10+ different orders from 10+ different locations in like 5 different states in a 30-45 min span. By the time I received the first email saying I ordered something and i logged in to see what was going on there had been a spam of 10 plus orders all over the country. By the time i found a number to call and notify corporate that there is an issue all the orders had been picked up and the suspects gone. 5 guys did offer to refund everything and cleared all charges. Every other app has security measures in place when I log in from a new phone, location or even if I log in after a while of no use . Then usually require a text message to confirm . DO NOT SAVE YOUR CREDIT CARD in this APP