Five Guys - How not to deal with a complaint...
Cust Service - Thanks for reaching out to us.
We're really sorry to hear you received incorrect toppings inside your burgers. During high demand, mistakes can happen, especially if the crew are new and need to be trained. We can understand your frustration on this occasion.
We have passed this on to the team at Solihull so they are aware of the issue and it is top of agenda at their daily shift briefs. Quality control checks will be prioritised to ensure incorrect toppings can be avoided in the future.
Customer feedback is really important to us at Five Guys as it allows us to continuously learn and improve, so we would like to thank you again for getting in touch.
ME- Hi, Thanks for the reply, but how do I get a refund for the burgers that weren't correct? Having mayo put on your burger when you don't eat or like it ruins it and while I appreciate your apology, it doesn't resolve the problem that what I ordered and paid for wasn't what I received. I look forward to your reply. Many thanks
Cust Service- Thanks for getting back to us.
Unfortunately, we're unable to offer compensation on this occasion as the toppings are free of charge. We previously offered you a voucher for 1 fry for the courtesy of your child who received hot sauce inside their item.
Whilst we appreciate your concerns, we are the contact for Five Guys at the UK Head Office and have taken the appropriate steps to review all this information accordingly.
We apologise for the inconvenience this may bring but unfortunately we will not be escalating this further.
Me- I am stunned by your flippant response. You may offer the toppings free of charge but is it's not unreasonable to expect to receive what I have paid for and should you not supply what was purchased, again, it's not unreasonable for you to rectify the problem. It's a bit like ordering a pair of trainers and asking for them to be blue and a red pair get delivered. I wouldn't expect the trainer company to just say sorry, but the colour is free and therefore that's that - I would expect them to either refund or replace them. I have three children, my youngest at 8yrs old doesn't like hot sauce and that was on his burger last time so he didn't eat it. Offering free fries wasn't great, but it was the first time there had been a problem and the response was prompt so I accepted it. My eldest child doesn't eat mayo and that was on his burger this time. Fortunately he doesn't have an allergy... Had I known your response would have been to do nothing, I would have packed up everyone's food and returned to the store to resolve, albeit at much greater inconvenience to myself and no doubt greater cost and inconvenience to the store to replace all the food. I've ordered a few click and collect burgers from this store over the past year or two and never had an issue to date until the last two orders. Please can you provide me with a name and contact of someone at Five Guys UK Head Office that I can escalate this to. Many thanks
Cust Service- Thanks for writing in.
As mentioned before we are the contact for Five Guys at the UK Head Office and unfortunately we will not be escalating this further.
We apologise for the inconvenience.
Me- This has left me speechless. I will find a contact to speak to and I will contact my credit card company to request a refund.