Five Guys

One of the best burgers I've ever had. I just recently dined at your place and had a great experience there. When I ordered, your staff were kind and accommodate me. The Cajun fries are delicious, and I ordered one more serving to take home. Their cheeseburger is also a tasty and juicy patty. My stay there feels nostalgic because of their retro vibe.

I am the owner of the restaurant Alejandro G [redacted] the General Manager of the restaurant, notified me that a customer complained that he received an erroneous charge from the restaurant We looked in our system to find the charge for $and were unable to find it I told Alejandro that because the erroneous charge was not in our system we would not be able to refund it via credit card I told Alejandro to call the customer back and let him know why we couldn't refund his credit card In addition, I told Alejandro to inform the customer that I would put the cash equivalent in an envelope and leave it in the safe with his name on it so he could pick it up at his convenience Days later I received a call from [redacted] stating that he had not heard back from us and he was upset I apologized to him and told him what I had done and told him to come into the store at his convenience to pick up the moneyAlejandro informed me that [redacted] came in and got the money I believe the matter has been resolved

Thank you for your e-mail The place was in Huntington, WV The restaurant staff gave us the relevant information regarding who to contact, etc And the main complaint that I have is with the main office in Virginia as they have not gotten back to me about the next step even after multiple calls from me I even left a message at the risk management office, but am still waiting to hear from them, although I don't think they will return my call at this point

July Dear [redacted] : Please be advised we have received your correspondence of July regarding the above captioned matter and a claim for damages regarding dental work as a result of an incident which allegedly occurred at the Huntington, West Virginia location.This incident was immediately reported to our insurance carrier and contact was made promptlyAlthough the customer did call risk management, they were advised several times that this matter was turned over to a third-party to complete the investigation on our behalf and that all communication would be conducted through that partyCommunications were already sent to the customer advising them of our position regarding this matter so we consider this matter closed at this time and the above referenced complaint without meritShould you have any additional questions or concerns, please feel free to contact meSincerely, Randy J., CPCU, ARM, CPCP, MBCI, AIC Director of Risk Manager

Thank you for your e-mail. The place was in Huntington, WV. The restaurant staff gave us the relevant information regarding who to contact, etc. And the main complaint that I have is with the main office in Virginia as they have not gotten back to me about the
next step even after multiple calls from me. I even left a message at the risk management office, but am still waiting to hear from them, although I don't think they will return my call at this point

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected]
Regards,
*** ***

From: Micah C***Date: Thu, Oct 6, at 3:PMSubject: ID ***To: "***@myRevdex.com.org" Customer Resolution to Revdex.com letter and case: *** The details of this matter are as follows:Complaint Involves:Customer Services
IssuesCustomer’s Statement of the Problem:On May 6, my friend and I just got off of the subway when my friend had to go to the bathroomWe were forced to order a $drink in order for my friend to use the bathroomIn addition, the fountain drink had something in itWe do not make habits of drinking fountain drinks because of the effects to our systemIn a recent law class a professor mention to the class that business cannot deny anyone the use of thir bathroom that are clearly designed for the public, and or disabled person such as us.Complaint Background:Product/Service: drinkPurchase Date: 5/6/2016Problem Occurred: 5/6/2016Model: n/aAccount Number: n/aTalked to Company: 5/7/2016Name of Salesperson: Purchase Price:$2.19Disputed Amount:$2.19Desired Outcome/Settlement: I would like my money refunded , and maybe a free mealAnd better customer service.Desired Settlement:Refund Hello Ad, I am sorry to hear of your experience at the Highland Park, DC location and that it did not meet your expectations as it concerned using the restroom, and having to make a purchase to do so.We would be happy to refund the cost of your drink and a bit extra towards your next purchase. Please email ***@fiveguys.com so that we can arrange this for you. Thank you for your time! Micah C***Customer Relations Manager________________________ FIVE GUYS Enterprises, LLC Richmond HighwayLorton, Virginia 22079Phone: ###-###-####Fax: ###-###-####Email: ***@fiveguys.comWeb: www.fiveguys.comFollow us on ***! ***.com/Five_Guys P Please consider the environment before printing this email Confidential: This email is intended only for the person or entity to which it is addressedThe information contained in this email may be confidential and privilegedAny retransmission, review, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibitedIf you received this email in error, please contact the sender immediately and destroy the material and delete it from any computerThank you

3 July 2015Dear [redacted]:Please be advised we have received your correspondence of 27 July 2015 regarding the above captioned matter and a claim for damages regarding dental work as a result of an incident which allegedly occurred at the Huntington, West Virginia location.This incident was immediately reported to our insurance carrier and contact was made promptly. Although the customer did call risk management, they were advised several times that this matter was turned over to a third-party to complete the investigation on our behalf and that all communication would be conducted through that party.Communications were already sent to the customer advising them of our position regarding this matter so we consider this matter closed at this time and the above referenced complaint without merit.Should you have any additional questions or concerns, please feel free to contact me.Sincerely,Randy J., CPCU, ARM, CPCP, MBCI, AIC Director of Risk Manager

I am the owner of the restaurant.  Alejandro G[redacted] the General Manager of the restaurant, notified me that a customer complained that he received an erroneous charge from the restaurant.  We looked in our system to find the charge for $25.31 and were unable to find it.  I told...

Alejandro that because the erroneous charge was not in our system we would not be able to refund it via credit card.  I told Alejandro to call the customer back and let him know why we couldn't refund his credit card.  In addition, I told Alejandro to inform the customer that I would put the cash equivalent in an envelope and leave it in the safe with his name on it so he could pick it up at his convenience.  Days later I received a call from [redacted] stating that he had not heard back from us and he was upset.  I apologized to him and told him what I had done and told him to come into the store at his convenience to pick up the money. Alejandro informed me that [redacted] came in and got the money.  I believe the matter has been resolved.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]@richmond.Revdex.com.org.
Regards,
[redacted]

Thank you for your e-mail.  The place was in Huntington, WV.  The restaurant staff gave us the relevant information regarding who to contact, etc.  And the main complaint that I have is with the main office in Virginia as they have not gotten back to me about the next...

step even after multiple calls from me.  I even left a message at the risk management office, but am still waiting to hear from them, although I don't think they will return my call at this point.

I am the owner of the restaurant.  Alejandro G[redacted] the General Manager of the restaurant, notified me that a customer complained that he received an erroneous charge from the restaurant.  We looked in our system to find the charge for $**.** and were unable to find it.  I told...

Alejandro that because the erroneous charge was not in our system we would not be able to refund it via credit card.  I told Alejandro to call the customer back and let him know why we couldn't refund his credit card.  In addition, I told Alejandro to inform the customer that I would put the cash equivalent in an envelope and leave it in the safe with his name on it so he could pick it up at his convenience.  Days later I received a call from [redacted] stating that he had not heard back from us and he was upset.  I apologized to him and told him what I had done and told him to come into the store at his convenience to pick up the money. Alejandro informed me that [redacted] came in and got the money.  I believe the matter has been resolved.

3 July 2015
Dear [redacted]:
Please be advised we have received your correspondence of 27 July 2015 regarding the above captioned matter and a claim for damages regarding dental work as a result of an incident which allegedly occurred at the Huntington, West Virginia location.This incident was immediately reported to our insurance carrier and contact was made promptly. Although the customer did call risk management, they were advised several times that this matter was turned over to a third-party to complete the investigation on our behalf and that all communication would be conducted through that party.
Communications were already sent to the customer advising them of our position regarding this matter so we consider this matter closed at this time and the above referenced complaint without merit.
Should you have any additional questions or concerns, please feel free to contact me.
Sincerely,
Randy J., CPCU, ARM, CPCP, MBCI, AIC
Director of Risk Manager

On June 28th I purchased food via the Five Guys website for pick up. A few friends also placed a similar order so we could pay separately by credit card. My card was charged $9.18. (order #Order # XXXXXXX)X x Bacon Burger (1 x $6.59)= $6.591 x Little Fries (1 x $1.99)= $1.99SUBTOTAL $8.58 TAX $0.60 TOTAL$9.18One friend went to pick up the food and asked for all orders, the counter person gave her the food and assured her that she had 4 total orders, it is sometimes difficult because Five Guys will separate certain foods even in one order so you can not simply count all the bags. She was trying to verify all the orders. Understandably the worker may have been frustrated as it was dinner time and the place was busy. She was assured all the food was there and urged to make room for orders going out.When she returned we were one order short. I immediately called the store and was told the order was still there and they would hold it. I explained in is 20 minutes there and another 20 back add in the 20 minutes it took to get home from the restaurant for the first trip and the food would be an hour old. The worker never offer fresh food so at this time I asked for a refund. I was told they do not do refunds at store level and I must contact the corporate office to have a credit billed.I have now contacted the Five Guys corporate by phone, and e-mail(x2) and have not been given any indication they will refund my money, I have only been told it will be looked into.I am not sure what is taking now 3 weeks, I ordered food, I did not get food due to their error and I would like a refund.Desired SettlementI would either like a refund for my food that I paid for or an offer for this same food. I only wanted fresh food to begin with and I can't seem to get even that.