Five Guys Burgers and Fries
Queja 214330 Detalles

At 4PM on Saturday, I called our order ahead for a 4:50PM pickup to eat in-house as my children rarely get to see their father at mealtime due to his retail management work schedule and we planned to drive an hour to meet him on his short lunch break. Hoping we would not need to wait with an advanced order, I arrived at 5PM and my order hadn't even been submitted to the grill yet. I paid and checked my receipt and noticed that they had added two additional items to the bill that were not requested. At that time, the cashier asked that I sign the original receipt as an authorization for charges and that the small amount would be credited to my debit card. I told him I would like a new receipt with the correct total before I signed any credit authorization, and he at first argued with me that it wasn't possible, until I told him I refused to authorize and asked to speak to a manager. By this time, it was nearly 5:15 and we had spent too much of my husband's short break standing in line to fix the issue and still waiting on our food. When it was all said and done, the process took nearly 25 minutes to rectify.They ended up voiding the order and re-entering. Why wouldn't they just do that to begin with? My kids had 20 minutes to have a meal with their father that we hoped would be a nice, leisurely experience. I could have gone to McDonald's and had a more satisfactory one. The manager said "ma'am we've removed two fountain drinks and the items you didn't order from you bill. Sorry about that." I'm not one to be petty, but I would rather have had him remove nothing from the bill than two free fountain drinks that cost the brand pennies. I am incredibly unsatisfied and doubt we will ever return to the Ithaca location. I will wait until I know we have more time to enjoy the food we love so much and travel to Camillus or Binghamton.- Regards, Amanda