Mariana C.
Yelp
**Short version: $52 dollars for 1 adult and 1 child to eat mediocre quality food. Hair in food. Ready on time, but rewards system/app rarely works. Cannot order milkshakes ahead here, only in person, and can't earn or redeem points on/for them when system is inevitably down.
To be fair, this updated review would be a 2.5 out of 5, but because you have to choose whole stars it got rounded down as an average of my last couple of experiences here.
To lead with something nice I will say that the Ghirardelli Chocolate shakes here are amazing. In the future, I think I'll just come here to get that.
My recent visits have been mixed. One larger order a couple months ago ended up missing most of the toppings and condiments ordered for 7 hot dogs. As it was a to-go order we did not know this until we reached our destination and did not have time to go back, so we simply made-do with what had made it.
Today, I went to order ahead in the app with my rewards account, and the app kept crashing. I tried it on another device, and it had the same issue. So I signed in using a web browser, and was able to place my order, earn points, and redeem an award I had earned on my account. Now, most of a year into existence, you still cannot order milkshakes online or in the app from this location specifically. You can order them ahead from Pike and Rose, no problem.
The reason this is relevant, aside from time/convenience, is that this store seems to regularly have issues with the account system, so you can't earn points or redeem rewards. The cashier that helped me today was apologetic, and tried to enter my phone number, when the app qwerty code scan didn't work, but to no avail. I know it wasn't her fault, but more often than not the system is down at this store.
My online order was ready on time, so I waited for the shakes to be made, and went on my way. The burgers were ok, made to order, but just...mediocre today? Kind of dry even though they were just made? My destination was a 4 minute drive, so it was not that they suffered in transit. I've taken 5 Guys on much longer drives, and did not have this issue.
The next reason this score was rounded down was the hair in my french fries. They were also sad, oily, and all small chunks to begin with. I try to be an understanding customer, but hair in my food literally makes me (physically) sick, it's a reflex I haven't been able to overcome as much as I'd like to. Put an abrupt end to an already below-average meal.
The final reason the rewards system being down matters is the same criticism I have of every burger fi as a franchise. It's simply too expensive for a fast food burger. We ordered 1 kids meal, 1 regular cheeseburger, 1 side of onion rings with 2 cheese sauce cups (because they are very small) and the total came to 39 dollars! That is without drinks! If 1 adult burger and side and one kids meal comes to $40 dollars without drinks, that's simply not a good value for this quality of food. The shakes (only come in 1 size) on their own cost $12 and change. That's about $52 for 1 adult and 1 child.