Five Guys — ~2,000 locations
The #1 complaint: Speed (15% of reviews)
Markets Sampled
States
CA, IL, IN, NJ, NY
How we collected this: We searched Google Places across 16 major US metro areas, selected 24 geographically diverse locations, and analyzed 120 customer reviews. These locations represent 33,791 total Google reviews. Complaints were classified using keyword pattern matching across 4 operational categories. This is a representative national sample — the same patterns appear consistently across markets.
Real reviews from Google — unedited
“He gets smart with me again and says no not ready I told you to go make your drink and wait on fries”
Schaumburg, IL
“Interestingly, the restaurant was not busy at all during my visit—only three young women were present behind the counter, chatting and joking among themselves instead of actively reading orders or ...”
Munster, IN
“No tray, no proper packaging—just a soggy, oily mess”
Five Guys
“I got a little hamburger "all the way" but forgot they use a lot of ketchup”
Downey, CA
“Just wanted to say that I have been to this Five Guys before never had to wait 20 minutes for a single Pattie burger , I drove 30 minutes to eat at this place with hunger cause I craved for a Five...”
Harrison, NJ
“Patiently waited in line for a customer who was placing an extensive order, asked the Cashier if I had to pay before placing my order since my uncle who was paying went to use the restroom, she ber...”
Five Guys
“By the time we got home the burger was so soggy”
Inglewood, CA
If this pattern holds across your 2,000 locations, an estimated 1,660 locations are generating operational complaints right now.
| Location | Rating | Reviews | Speed | Accuracy | Capacity | Quality |
|---|---|---|---|---|---|---|
Five Guys New York, NY | 4.3 | 5,635 | 40% | — | 20% | — |
Five Guys | 4 | 1,034 | 20% | — | — | 40% |
Five Guys New York, NY | 4.2 | 2,785 | 20% | — | — | 40% |
Five Guys Inglewood, CA | 4.1 | 618 | 20% | 20% | — | 20% |
Five Guys Jersey City, NJ | 4.3 | 1,245 | 40% | — | — | — |
Five Guys Chicago, IL | 4.2 | 1,252 | 20% | — | — | 20% |
Five Guys Harrison, NJ | 4.3 | 1,052 | 40% | — | — | — |
Five Guys | 4.2 | 1,366 | 20% | — | 20% | — |
Five Guys Mission Viejo, CA | 4.1 | 904 | — | — | 20% | 20% |
Five Guys Schaumburg, IL | 4.2 | 980 | 40% | — | — | — |
Five Guys Downey, CA | 4.3 | 927 | 20% | 20% | — | — |
Five Guys Los Angeles, CA | 4.3 | 953 | — | — | — | 20% |
Five Guys Munster, IN | 4.4 | 1,428 | — | — | 20% | — |
Five Guys | 4.2 | 1,460 | — | 20% | — | — |
Five Guys El Segundo, CA | 4.3 | 1,074 | 20% | — | — | — |
Five Guys New York, NY | 4.2 | 3,320 | 20% | — | — | — |
Five Guys Chicago, IL | 4 | 303 | 20% | — | — | — |
Five Guys Chicago, IL | 4.2 | 1,024 | 20% | — | — | — |
Five Guys New York, NY | 4.2 | 1,580 | — | 20% | — | — |
Five Guys Downers Grove, IL | 4.2 | 869 | — | 20% | — | — |
Five Guys Chicago, IL | 4.2 | 1,180 | — | — | — | — |
Five Guys Valparaiso, IN | 4.5 | 1,107 | — | — | — | — |
Five Guys Los Angeles, CA | 4.4 | 863 | — | — | — | — |
Five Guys Berwyn, IL | 4.1 | 832 | — | — | — | — |
estimated annual revenue at risk from operational complaints
Based on 300 orders/day/location, $12 avg ticket, 30% churn rate, and 4 annual visits. Industry estimates from QSR Magazine & Deloitte.
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