Five Guys customer service issues often involve missing burgers, fries, toppings, milkshakes, hot dogs, wrong customizations, refund requests, online order problems, app issues, delivery complaints, duplicate charges, catering orders, gift cards, food quality, peanut and allergen concerns, and follow-up with a specific restaurant. Because Five Guys orders are highly customizable and may be placed in-store, online, through the app, by local call-in order, or through a delivery provider, the best support route depends on how you ordered and which location prepared the food.
Start Here: Best Five Guys Support Path
Use the route below before submitting a general complaint. This helps Five Guys identify whether your issue belongs with the local restaurant, customer feedback hotline, online order system, app support, gift card provider, catering route, or delivery partner.
- Wrong or missing food: Contact the Five Guys location that prepared the order and keep your receipt or app confirmation.
- Refund request: Call the customer feedback hotline or use the official contact form with your order number, location visited, and total cost of the order.
- Duplicate charge: Five Guys says some duplicate-looking charges may be temporary. Contact Five Guys if the extra charge does not fall off after a few days.
- App or online order issue: Use the official Contact Us route and include screenshots, order details, location, payment date, and device information if relevant.
- Order change after app checkout: Five Guys says app orders cannot be edited after being placed. Call the restaurant location to ask about possible changes.
- Delivery issue: Check whether the order was placed through Five Guys directly or through a third-party delivery app. The delivery provider may control courier problems and some refunds.
- Gift card issue: Use the official gift card page or balance phone number. Do not post the full card number or PIN publicly.
- Peanut or allergen concern: Review Five Guys’ official nutrition and allergen information before ordering, and tell the cashier about serious allergy concerns.
- Catering issue: Contact the restaurant or online ordering support with the catering order number, pickup time, and location.
How to Contact Five Guys Customer Service
Five Guys provides a customer feedback hotline, an official contact form, online ordering, restaurant location pages, gift card support, nutrition and allergen information, and app support. For restaurant-specific complaints, start with the location that prepared your order when possible.
The corporate office address is best used for corporate correspondence, not urgent refund requests or missing-food complaints. For a recent restaurant issue, call the customer feedback hotline, use the contact form, or contact the restaurant location involved.
Information To Have Ready Before Contacting Five Guys
Before calling Five Guys customer service or submitting the contact form, gather the details that help support identify your order, restaurant, app account, payment, or gift card issue.
- Five Guys restaurant location, city, and state
- Date and approximate time of your visit, pickup, delivery, online order, or app order
- Receipt, order number, app confirmation, online order confirmation, or catering order details
- Items ordered, including burgers, toppings, fries, hot dogs, sandwiches, milkshakes, drinks, or add-ons
- What was missing, incorrect, delayed, cold, overcooked, undercooked, unavailable, or unsatisfactory
- Photos of the food, packaging, receipt, or app error if relevant
- Five Guys app account email or phone number, shared only through official support
- Payment date, amount, and last four digits of the card if needed, without posting full payment details publicly
- Gift card purchase receipt, activation receipt, or balance issue details, without sharing the full card number or PIN publicly
- Delivery provider name if a third-party delivery app was used
- The resolution you want, such as refund, replacement, gift card correction, duplicate-charge review, manager follow-up, apology, or written response
Five Guys Refunds, Wrong Orders, and Duplicate Charges
Five Guys says refunds are available when issues arise, but the company needs order details to review the request. Be ready to provide the order number, location visited, total cost of the order, and a short explanation of what went wrong.
Common refund reasons include missing fries, wrong burger toppings, missing bacon, incorrect milkshake, wrong pickup order, food quality issues, app checkout errors, delivery problems, or duplicate charges. If the issue happened in the restaurant, ask the manager for help before leaving when possible.
If your card appears to have been charged more than once, Five Guys says the extra charge may be temporary in some cases. If it does not drop off after a few days, contact Five Guys through the official contact route and include the date, amount, location, and order confirmation.
Five Guys App, Online Ordering, Pickup, and Delivery Help
Five Guys supports online ordering through its website and mobile app. The app can save order history, favorite stores, favorite meals, and saved payment options. If you have trouble with an app order, include your account email, device type, order number, restaurant location, screenshot of the error, and whether you were ordering for pickup or delivery.
Five Guys says app orders cannot be edited after they are placed. If you need to change a topping, pickup time, special request, or order detail, call the restaurant location as soon as possible. Five Guys also says special requests are not processed through the online ordering platform or app, so you may need to call the store after placing the order.
For delivery problems, determine whether the order was placed directly through Five Guys or through a third-party delivery app such as DoorDash or Uber. Delivery platforms may control driver issues, delivery address problems, courier delays, missing-item credits, cancellation requests, and some refunds.
Five Guys Gift Card Support
Five Guys gift cards can be used at participating U.S. Five Guys locations, on FiveGuys.com, and in the Five Guys mobile app, subject to the gift card terms. You can check a gift card balance online or by calling 1-877-729-1815.
Gift cards should be treated like cash. Five Guys’ gift card terms say cards may not be replaced if lost or stolen without proof of purchase. If your gift card was not activated, was lost, was stolen, was drained, or does not show the correct balance, keep the purchase receipt, activation receipt, packaging, email confirmation, and card details for official support.
Never post a full Five Guys gift card number, PIN, barcode, activation receipt, or balance screenshot in a public review. If fraud is suspected, contact Five Guys and your payment provider promptly.
Five Guys Catering and Large Orders
Five Guys offers catering at participating locations. The official FAQ says catering has a 15-sandwich minimum and requires 16 hours of notice. Availability can vary by location, so start the order online or call the nearby Five Guys to confirm catering options.
For catering complaints, save the order confirmation, restaurant location, pickup or delivery time, contact name, phone number on the order, and photos of any missing or incorrect items. Large orders are easier to review when you can show the exact quantity ordered and what was missing.
Five Guys Food Quality, Peanuts, Peanut Oil, Nutrition, and Allergens
Five Guys is strongly associated with burgers, fresh-cut fries, peanuts in restaurants, and fries cooked in refined peanut oil. Five Guys says peanuts are served in all restaurants and warns that there is always a risk of cross-contamination in its locations.
Five Guys says its fries contain no gluten and are fried in refined peanut oil in fryers that cook nothing else. The company also says burgers are grilled without oil, but customers with serious allergies should still review the official nutrition and allergen information and talk to the restaurant before ordering.
If your complaint involves food safety, allergen exposure, illness, foreign objects, undercooked food, or possible contamination, keep the receipt, food packaging, photos, location, date, and time. If someone may be having an allergic reaction or medical emergency, contact emergency services or a medical professional immediately instead of waiting for a customer service response.
Five Guys Rewards, Coupons, and Promotions
Five Guys does not currently offer a rewards or loyalty program. If you see a Five Guys “rewards” signup, points offer, free burger message, or suspicious coupon, verify it through the official Five Guys website or app before clicking.
Coupons, offers, gift card promotions, app messages, and third-party delivery promotions may have restrictions. Save the offer terms, expiration date, participating-location details, and screenshots before checkout if the discount is important to your order.
Company-Owned and Franchise Five Guys Locations
Five Guys has corporate and franchised restaurants. Some location-level issues may need to be handled by the restaurant manager, franchise operator, corporate customer support, or a delivery provider depending on the restaurant and order type.
For store-level complaints, provide the exact restaurant address. This helps Five Guys route complaints about service, cleanliness, wait times, food quality, missing items, restroom access, employee behavior, order accuracy, local hours, or manager follow-up.
Privacy and Public Review Cleanup Tips
CustomerServiceNumbers.com allows customers to share Five Guys reviews, but public comments should not include private information. Describe the issue clearly while keeping payment, account, gift card, delivery, medical, allergy, child-related, and employee-private details out of the review.
Do not post receipts, order numbers, payment details, gift card numbers or PINs, account screenshots, app verification codes, phone numbers, email addresses, home addresses, delivery details, medical or allergy details, employee private information, children’s names, or children’s photos. If your complaint involves a child, allergy, medical concern, payment dispute, or delivery address, share sensitive details only through an official support route when necessary.
Scams, Fake Five Guys Coupons, and Account Safety
Be careful with fake Five Guys customer service phone numbers, fake refund sites, fake loyalty programs, fake rewards pages, fake coupons, fake gift card balance pages, fake delivery support numbers, phishing emails, text scams, and social media giveaways. A legitimate support process should not ask for your password, full card number, gift card PIN, verification code, remote access to your device, or payment through a gift card or cash transfer app.
If you see an unfamiliar Five Guys, delivery app, restaurant, or gift card charge on your card, check your Five Guys app history, email receipts, gift card purchase records, delivery app history, family member orders, and saved payment methods. If you still do not recognize the charge, contact your bank or card issuer promptly and consider using ChargeOnMyCard.com to research unknown card charges.
Five Guys Reviews on CustomerServiceNumbers.com
At the time of this update, the Five Guys listing on CustomerServiceNumbers.com showed 0 reviews and a 0 out of 5 star rating. Because there are no current CSN reviews for this listing yet, this page should not claim that CSN reviewers commonly praise or complain about specific Five Guys issues.
If you have contacted Five Guys about a restaurant complaint, wrong order, missing fries, refund request, duplicate charge, app order, delivery issue, gift card, food quality concern, peanut or allergen question, catering order, or support experience, you can leave a review below. Helpful reviews mention the location, issue type, support route used, and whether Five Guys responded.
How To Escalate a Five Guys Complaint
If your Five Guys issue is not resolved, start with the restaurant manager when the problem involves a recent visit, missing food, food quality, wait time, cleanliness, restroom access, employee behavior, or same-day order problem. If the issue involves app ordering, online payment, delivery, duplicate charges, gift cards, privacy, or accessibility, use the support route specific to that issue.
If you still do not receive a response, follow up with a concise written complaint that includes the restaurant location, order date, receipt or order number, issue summary, support route used, and requested resolution. For serious food safety concerns, you may also contact your local health department. For suspected fraud, phishing, unauthorized charges, or drained gift cards, contact your bank, card issuer, or gift card support promptly.
Frequently Asked Questions About Five Guys Customer Service
What is the Five Guys customer service phone number?
Five Guys lists its customer feedback hotline as 1-866-345-GUYS (4897).
What are Five Guys customer service hours?
Five Guys lists customer feedback hotline hours as 8 AM to 12 AM Central Time.
How do I get a refund from Five Guys?
Call the customer feedback hotline or use the official contact form. Have your order number, restaurant location, total cost, receipt, and a short explanation of the problem ready.
How do I complain about a Five Guys location?
Start with the restaurant manager if the issue is immediate. You can also contact Five Guys through the official contact form or customer feedback hotline with the restaurant location, date, time, receipt, and requested resolution.
Can I change a Five Guys app order after placing it?
Five Guys says app orders cannot be edited after they are placed. Call the restaurant location as soon as possible to ask whether they can help with a change.
Does Five Guys offer delivery?
Many North American Five Guys locations offer delivery. Availability depends on location, and Five Guys also works with major third-party delivery companies in the United States.
Does Five Guys have rewards or a loyalty program?
No. Five Guys says it does not currently offer rewards or have a loyalty program.
How do I check a Five Guys gift card balance?
Use the official Five Guys gift card page or call 1-877-729-1815. Do not post your full gift card number, PIN, barcode, or balance screenshot publicly.
Is Five Guys safe for peanut allergies?
Five Guys serves peanuts in its restaurants and cooks fries in refined peanut oil. Five Guys warns there is always a risk of cross-contamination, so customers with serious allergies should review the official allergen information and contact the restaurant before ordering.
Where is Five Guys corporate office?
Five Guys lists its corporate office as Five Guys Enterprises, LLC, 1940 Duke St., Fifth Floor, Alexandria, VA 22314 USA.
Who owns Five Guys?
Five Guys says it is a privately owned company and does not currently have plans to go public.
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Share Your Five Guys Customer Service Experience
Have you contacted Five Guys about a restaurant complaint, wrong order, missing fries, refund request, duplicate charge, app order, delivery problem, gift card, food quality concern, peanut or allergen question, catering order, restroom issue, or support experience? Share your review below and explain which support route you used and whether the issue was resolved.
Please do not post private information such as receipts, order numbers, payment card details, gift card numbers or PINs, account screenshots, phone numbers, email addresses, home addresses, delivery details, medical or allergy details, employee private information, children’s names, or children’s photos.
Page Update Note
This Five Guys customer service page was updated on June 30, 2026 to reflect current customer feedback hotline hours, official contact routing, updated Alexandria corporate office address, refund and duplicate-charge guidance, app and online ordering details, delivery information, gift card balance support, peanut/allergen warnings, privacy cleanup guidance, live CSN review status, and related Five Guys complaint resources.
Customer Service Numbers Disclaimer
CustomerServiceNumbers.com is not affiliated with Five Guys Enterprises, LLC, Five Guys Holdings, LLC, Five Guys Operations, LLC, any Five Guys restaurant, franchise owner, delivery provider, gift card provider, app provider, payment processor, catering provider, or related company. This page is for informational purposes only and is designed to help consumers find customer service routes, complaint options, reviews, and support resources.
Contact details, customer service hours, phone numbers, corporate addresses, refund procedures, app features, online ordering rules, delivery availability, catering options, gift card terms, menu items, allergen information, restaurant participation, franchise processes, and company policies can change. Always verify important information with the official Five Guys website, restaurant location, app, receipt, confirmation email, gift card terms, or support route before sending private information or making decisions.
