Review Insights · App Store
Five Guys Burgers & Fries
Five Guys Franchisor, LLC · 254,418 ratings · ★ 4.9
4.9
★★★★★
254,418 ratings
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Top complaints - extracted from 32 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"order"
14 negative reviews mention this · 44% of all complaints
★★★★★ "Change Needed. Doesn’t allow you to track current status of the order if you click off of it. Doesn’t put anything in the alerts on your iPhone either for the current status." - technojerry
2
"account"
7 negative reviews mention this · 22% of all complaints
★★★★★ "Can’t make a password. Tried to make an account and it would not let me make a password" - alrsantos08
3
"work"
6 negative reviews mention this · 19% of all complaints
★★★★★ "Used to work. Place an order and get an email but the app still thinks I haven’t placed the order. So I can’t say I’m on the way or I’m here. So the app is pretty worthless." - jwhowardjr
4
"doesn"
5 negative reviews mention this · 16% of all complaints
★★★★★ "Change Needed. Doesn’t allow you to track current status of the order if you click off of it. Doesn’t put anything in the alerts on your iPhone either for the current status." - technojerry
5
"placed"
5 negative reviews mention this · 16% of all complaints
★★★★★ "Used to work. Place an order and get an email but the app still thinks I haven’t placed the order. So I can’t say I’m on the way or I’m here. So the app is pretty worthless." - jwhowardjr
6
"update"
5 negative reviews mention this · 16% of all complaints
★★★★★ "Cannot disable only marketing notifications. If you want order updates you have to accept receiving marketing notifications as well. Uninstalled ✌️" - iMemeThere4iAm
7
"wrong"
5 negative reviews mention this · 16% of all complaints
★★★★★ "Broken, buggy signup form. I haven’t even gotten into this app yet and I already hate it. The signup form is a mess. God forbid I want to autofill my email…you can’t do it and the app crashes every time you try. Ok, let’s enter it manually and move on. I tried to u…" - Giv’r 207
8
"notifications"
4 negative reviews mention this · 13% of all complaints
★★★★★ "Ad Notifications. They’ve recently started sending advertisements through the app notifications. The only way to turn them off results in all notifications being turned off. They really need to split the order status notifications from their marketing notifi…" - Miniragnarok
9
"completely"
4 negative reviews mention this · 13% of all complaints
★★★★★ "Missing Key Functionality. If the main purpose of this app is to allow for ordering to avoid the waiting time at the store, it’s missing a piece of functionality that makes it unusable. Not being able to add custom instructions to the fries (like ‘no salt’) means you…" - Dave_LA
10
"trying"
4 negative reviews mention this · 13% of all complaints
★★★★★ "Great but occasionally glitchy. It keeps showing a never ending load screen when trying to pay for my order. It goes through, but does not tell me. It caused me to order the same thing twice, and once again glitched. Freezing the entire app. I have the newest phone, and f…" - Seankdksrmans
11
"burger"
4 negative reviews mention this · 13% of all complaints
★★★★★ "Update ALWAYS Required. Genuinely annoying to live in an age where you need an app AT ALL just to order a burger. This app requires an update EVERY TIME I go to order it. Developers, I work in IT too. Stop taking yourselves so seriously. The menu has 6 items on it…" - Kid_atomik
📋 All 32 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Ad Notifications
They’ve recently started sending advertisements through the app notifications. The only way to turn them off results in all notifications being turned off. They really need to split the order status notifications from their marketing notifications.
Cannot disable only marketing notifications
If you want order updates you have to accept receiving marketing notifications as well.
Uninstalled ✌️
Uninstalled ✌️
Marketing Notifications
I want notifications about my orders. I do not want marketing notifications. Please allow me to have one without the other.
Used to work
Place an order and get an email but the app still thinks I haven’t placed the order. So I can’t say I’m on the way or I’m here. So the app is pretty worthless.
Can’t make a password
Tried to make an account and it would not let me make a password
Update ALWAYS Required
Genuinely annoying to live in an age where you need an app AT ALL just to order a burger. This app requires an update EVERY TIME I go to order it. Developers, I work in IT too. Stop taking yourselves so seriously. The menu has 6 items on it. Also, the payment and checkout always breaks and bugs out. Not even sure if the payment processed this time. I got the text, but I also got an infinite loading screen for 60 full seconds and no confirmation. I guess all those app updates and they still couldnt knock down the most important thing...payment. Uninstalling, I need to diet anyway. STOP UPDATING YOUR SLOP APP.
Meals removed
Crazy to take away the “Add fries and a drink for $6” already five guys is expensive but $18 for a little hamburger, little fries, and regular drink before tax is completely nuts, unrelated to the app but $15 was pushing it, $18 I can’t eat here while being responsible
Poor app service
It would be great if you could update your app to include a comment section to add extra pickles, extra lettuce, or crispy fries. You could also add an extra spot on each selection. There needs to be some way to fully customize your meal. If not then you have to ask them when you get there and it’s not worth the stress. Please update.
Worst App UX Ever. They served me just bread and meat.
This app is incredibly user-unfriendly. There is zero basic explanation of how the burger is configured. When ordering, the toppings were listed under 'Optional,' so naturally, I didn't select them, thinking it would come with the standard toppings. But guess what? I literally received just buns and patty. Who on earth eats a burger like that? It makes absolutely no sense to hide essential ingredients under a vague 'optional' section without any clear warning. Fix your terrible app interface.
But manager is kind.
But manager is kind.
Apple Pay???
Can’t use Apple Pay unless you separately add credit card anyway so what is the point?
Doesn’t work
Doesn’t load
Yay
I placed an order on the app, refunded it, never got got the money back…
Broken, buggy signup form
I haven’t even gotten into this app yet and I already hate it.
The signup form is a mess. God forbid I want to autofill my email…you can’t do it and the app crashes every time you try.
Ok, let’s enter it manually and move on. I tried to use the phone’s generated strong password. Nope. It hides most of it behind some yellow gradient and doesn’t copy it to the “confirm” box. You can’t manually type it, because of the stupid yellow field masking. You can’t even delete the password, because that field is now completely frozen.
Let’s close the app and try this for 4th time.
Now I’ve finally done all that the slow, manual way and I’m ready to enter my birthday. The dates are wrong. I select June 17. The form shows 06/16. I have to select June 18 for it to show 06/17.
It took me nearly 10-15 minutes just to create an account, which is a pretty bad omen for how the rest of this terrible app is going to work…
Update: I deleted this terrible app and went back to Uber Eats. Even with uber charging $2 more for the burger, it somehow came out to the same price. There are no rewards or loyalty benefits from five guys so what’s the point of this broken app?!
The signup form is a mess. God forbid I want to autofill my email…you can’t do it and the app crashes every time you try.
Ok, let’s enter it manually and move on. I tried to use the phone’s generated strong password. Nope. It hides most of it behind some yellow gradient and doesn’t copy it to the “confirm” box. You can’t manually type it, because of the stupid yellow field masking. You can’t even delete the password, because that field is now completely frozen.
Let’s close the app and try this for 4th time.
Now I’ve finally done all that the slow, manual way and I’m ready to enter my birthday. The dates are wrong. I select June 17. The form shows 06/16. I have to select June 18 for it to show 06/17.
It took me nearly 10-15 minutes just to create an account, which is a pretty bad omen for how the rest of this terrible app is going to work…
Update: I deleted this terrible app and went back to Uber Eats. Even with uber charging $2 more for the burger, it somehow came out to the same price. There are no rewards or loyalty benefits from five guys so what’s the point of this broken app?!
Trash app
Literally nothing works when trying to create an account or actually placing an order.
No auto sing up with google or apple account
Like the tittle says, how difficult is it?
App does not work
When trying to sign up the app gets locked up. Then when trying to order it cycles off a never orders. Same issues when trying to order online thru website
Gross
Fris where rocks
No customer support
Couldn’t cancel placed it it the wrong place had to drive a hour to get my food worst app to order food
New update is bad
App is SO glitchy, some of the buttons go to the wrong thing. They set my birthday wrong and it can’t be changed so I just deleted my account instead.
Constant “Oops, Something went wrong”
I’ve had this app for a while and every time I use it something goes wrong. I have to completely close out of the app multiple times for anything to update or for my payment to go through…
Limitations
You can’t customize order things like extra condiments.
So bad
Apple Pay don’t work
Platform
Creating an account is an actual nightmare, do better
Forced tipping
This app FORCES you to tip something. Absolutely unacceptable
What?
I just downloaded the app and tried placing a delivery order. When I went to press the check out button, I got an error message stating "orders below $0.00 can be delivered. Your order was not placed and you will not be charged". That doesn't make sense. I have 2 items in my cart ready to order. Very annoying
Change Needed
Doesn’t allow you to track current status of the order if you click off of it. Doesn’t put anything in the alerts on your iPhone either for the current status.
Can’t stop spammy push notifications
The app is mostly fine, but there’s no way to stop the spammy push notifications without turning off all notifications. It’s frustrating and disappointing to have an otherwise decent app be so disrespectful of a person’s attention.
Missing Key Functionality
If the main purpose of this app is to allow for ordering to avoid the waiting time at the store, it’s missing a piece of functionality that makes it unusable. Not being able to add custom instructions to the fries (like ‘no salt’) means you have to do it in person making the app a missed opportunity. It’s an easy accommodation in person that is completely ignored on this app.
Great but occasionally glitchy
It keeps showing a never ending load screen when trying to pay for my order. It goes through, but does not tell me. It caused me to order the same thing twice, and once again glitched. Freezing the entire app. I have the newest phone, and full cell service.
Need “on the side” option
Food is great but the app needs an “on the side” option for things like lettuce and tomatoes that when left on the burger get soggy and wilted.
No way to cancel or alter order
I have had multiple times where I have put in order and it put it in the wrong location and I’ve tried to call or do anything to cancel it and never get any response and just OK if you use it right but quite often have I had problems
Authentication flows are terrible
Trying to create an account is awful. The password field is WAY too strict for a fast food app. When you leave the app to generate a password in a password manager, fields in the form reset. If you want to modify the password you typed (so you can satisfy the strict requirements) typing another character can delete the whole password you entered. And it doesn’t consider all special characters to be special characters. It feels like a poorly-executed account creation for a bank website with how much effort you have to put in.
Also, I placed a pickup order and the app never alerted me when the order was done. But someone else I was with did get an alert and his order wasn’t complete yet. Five Guys needs to figure out how to fix the notification system and processes.
It took me almost a half and hour to set up an account and order my food because of the above. And then the food was cold because there was no announcement it was ready and no notification. Overall a bad experience.
Also, I placed a pickup order and the app never alerted me when the order was done. But someone else I was with did get an alert and his order wasn’t complete yet. Five Guys needs to figure out how to fix the notification system and processes.
It took me almost a half and hour to set up an account and order my food because of the above. And then the food was cold because there was no announcement it was ready and no notification. Overall a bad experience.
Sentiment summary
99%
Positive (4-5★)
0%
Neutral (3★)
0%
Negative (1-2★)