Today, I had a very unpleasant experience at the Five Guys burger joint located in the Bayside area of New York with the zip code 11360... I want to leave a detailed review, but I need your interpretation.
Today, my family of five visited Five Guys, a place I go to at least 1 to 3 times a week without fail. Just so you know, I prefer Five Guys burgers over Shake Shack's. I'm practically a regular there, but after 15 years of frequenting Five Guys, I experienced rudeness and embarrassment for the first time... And mind you, it was very crowded.
So, today, our family of five went to Five Guys, and we placed our order:
Two cheeseburgers "all the way" with everything on them
Two little bacon cheeseburgers "all the way" with everything on them
One little cheeseburger "all the way"
Two large fries
Three large drinks
After waiting, my order came out, but I only received two drinks. For the little bacon cheeseburgers, two of them and one little cheeseburger were served without any toppings. So, I immediately went to the cashier and told them that my order seemed wrong. However, they suddenly became angry and said, "What's wrong?!" So, I explained that I ordered with all the toppings, 'all the way' and 'everything on it,' and even double-checked. But they insisted that they weren't supposed to put any toppings on them, pointing their finger at me, saying, "That's how you ordered it. It's not our responsibility." So, I asked, "Why are you getting mad? I'm a frequent customer here, not my first time, and I've been a Five Guys fan for 15 years. I didn't order like this. Shouldn't you add toppings? They replied, "If you want, we can give you separate toppings." So, I said, "Why should I, who made a mistake? Why can't you just put them back in?" I asked, but they kept rudely saying that they did nothing wrong and why should they fulfill my request. They were rude and impolite, and it was very embarrassing, very unpleasant, and very dirty experience...!
I tried to endure it again and asked politely, "Can you please do it again?" but suddenly they shouted at me, saying, "Why do Asians demand so much?" Then they said to me, while shouting, "We can't fulfill your demands, bro, man, come on, nigga, bro..." How can Five Guys speak like that to customers? As a person who operates two restaurants in Manhattan, how can employees speak like that to customers? So, I suddenly couldn't stand it and said I wanted to talk to the manager right away... Then they said, "I'm the manager. Why is an Asian like you looking for a manager?" I was really at a loss for words... So, reluctantly, I just went back to my seat with the burger... When I was about to eat, the staff pointed at me, and the person who claimed to be the manager smiled and laughed at me... They stared at our table...
I felt really bad, so I went back with my burger, saying we couldn't eat this... I said I would complain to Five Guys officially. Then they said, "Do it. I'm Marco," while laughing at me... "I'm the manager here," they rudely said. So, I really got angry and started to hate Five Guys... So, I demanded a refund. But they said no, so I said, "What are you talking about? There are cameras here. Isn't the situation recorded on camera? I won't eat it. Give me a refund... I didn't even touch it..." I shouted, but I couldn't bear it anymore. Then they said, "Okay, I'll do it," and gave me my money back... As I was leaving, they said to me, "My name is Marco... Complain. Oh, really, how can the staff and manager of a big handmade burger chain like Five Guys have such low educational levels? I've been a customer at Five Guys for 20 years, but after this experience, I will never go back... If someone else goes, I will tell them not to go... It was really uncomfortable, and I had a really uncomfortable experience due to the racial discrimination words. I will officially complain about this, and I will tell all my neighbors in my town apartment complex about my experience... I will officially complain... It was really unbelievable... As a restaurant owner myself, I was really surprised to see that the manager and staff were not educated... I just wanted to hear a simple apology, but how can a manager say to a customer, "You did nothing wrong?" It's really unbelievable, and I'm still so angry that my hands are shaking... It was so unreasonable and unpleasant... read more