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Five Guys Delivery Snafu

February 02, 2023 03:35AM
Has it happened to anyone?

I had time to kill, figured I'd do a 5G delivery shop. I'd enjoy the milkshake - try the food for review purposes - and pitch it cause it won't be hot how I like it. In the morning I TESTED the location I'd be in - and the correct 5G delivered there. In the late afternoon I went to my delivery spot, put in the order. Again - it said the RIGHT location name on the website. Next thing I know I get a text saying Mr Blah-Blah would be arriving with my food.....BUT from a different 5G location. Weird part is - - the location he came from is 2 miles more on Google - and 3 minutes more drive - I can confirm it because I'm familiar with the area. Anyhow, joke was on me - I was out 30 + bucks. The burger was bad - but I got a shake out of it and surprisingly the fries held up. Normally I'd be mad but I had REO Speedwagon playing in the car- impossible to be mad you know? In retrospect maybe I should've filed the report and Put "NO" on the address question - but then who knows if they'd count it. I cancelled the shop with explanation. Ugh- I've done 6 shops so far all were approved fine so hope this one doesn't count too hard against me.

Just thought I"d mention it here.....
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More About Five Guys Mystery Shopping
February 02, 2023 02:37PM
Ugh, that is frustrating. So I'm guessing you ordered directly from the 5G website/app? I've never heard of the 3rd party companies switching the location on you. I don't know if it would work, but if that happens again, maybe you can cancel the order if you see it coming from the wrong location.
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February 02, 2023 04:21PM
This happened to me last night. I have TRIED to get a delivery from the location 6 miles from me. There is no way I could figure out on the 5 Guys website to change or select the location you are ordering from. It always defaulted to the one 1 mile from my house.

Until last night. I placed the order and it wasn't until I got the order confirmation e-mail that I noticed it was for the location 6 miles away.

Luckily, that location was available for delivery on the board so I grabbed that shop. Then I rescheduled the shop for the location 1 mile from me to today. Hopefully this doesn't happen again.

If you ordered from the 5 Guys website, I believe you could have called the location or the 866 customer service number and they could have cancelled the order. I'm not sure if you ordered from a third party if they could have cancelled it or not.

I was thinking perhaps there is something in the 5 Guys system that would divert orders to a nearby location if one location gets more than they can handle.
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February 02, 2023 05:08PM
Yes, right off the 5G website on my laptop. As far as canceling I dont know if I'll take that chance. The 5G website - the moment you click delivery has a visible disclaimer about no cancellations/refunds due to one entering the wrong delivery location - - -- while that is a separate issue, I dont see how they'd issue a refund if they fulfilled the order - just used a different store.

Weird- I will be vacationing in Florida in the near future - I entered in my location on 5G site - and again it lists a location that is easily 8 miles further than another FG. Then I refreshed it, tried again, and now it's the right location. I dunno, the delivery shop might go into my Russian roulette category and I'm not a fighter, I'm a lover. Actually I guess I'm not a lover either. Man this whole thing hits the self esteem
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February 02, 2023 10:20PM
BB19, maybe you should not have canceled the shop. The client should know that the delivery locations are not as advertised on their website.

"I told myself to quit you; but I don't listen to drunks." -Chris Stapleton
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February 02, 2023 10:36PM
In retrospect, fully agree with you. I had already wasted the money, at least by filing it - they could be alerted to it. Will keep in mind next time - although for delivery I'm seriously thinking that either I'm literally 2 doors down from the store , or no delivery shop.
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February 06, 2023 04:53PM
As the great philosophers, The Who said - "We won't be fooled again!". Delivery 5G shop - 1.2 miles from DD's school where I pick her up. 4 mins drive - tops. So I didn't assume, I just tested it. I click the order items...and it shows a 5G location that is 5.2 miles and at least an extra 10 min drive. I'm glad I didn't assume this time.

Seriously thinking of just parking in the same strip mall, albeit at a different store with different address and ordering it for delivery. The driver might even figure out that all needs to do is walk across the parking lot. I would of course fulfill all the shop requirements - it doesn't say anywhere that delivery distance must be a certain amount.
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February 06, 2023 07:32PM
I wonder if the 5G website automatically changes to another location if the location you are shopping is too busy or can't handle new orders for whatever reasons.
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February 06, 2023 08:04PM
I remember when I work for the delivery service..

We have a restaurant that is across the street from a hospital/clinic .. People would order lunch all the time for them... I liked going there because it was right across the street and I could have it deliver to them with in 5 minutes after picking up the order smiling smiley
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February 06, 2023 08:21PM
@BusyBeeBuzzBuzzBuzz wrote:

I wonder if the 5G website automatically changes to another location if the location you are shopping is too busy or can't handle new orders for whatever reasons.

It could be, but I could see the location while I typed in my order - guaranteed it wasn't busy. Perhaps 4 customers in there.

Edited 1 time(s). Last edit at 02/06/2023 08:21PM by BabyBooey19.
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February 21, 2023 10:30PM
Against my better judgement, I did another 5G delivery today. I made the location idiot-proof, there's no way the system could switch stores on me. The driver forgot the Coke bottle -- I nicely asked him about it - he kept shrugging saying "English no"- not knocking that, just saying I tried. Receipt clearly says I ordered it. So I've taken pics of the food - minus coke. I'm thinking of submitting my report - and emailing MSC with the shop # , noting that I have a receipt that I ordered a Coke - but I can't control them forgetting it.

Also, the only receipt I got Wass the Door Dash one. I also screen-shotted the receipt on Five Guys website- hopefully the latter works because there was no other receipt like you get inside the restaurant.
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February 21, 2023 11:57PM
Happened to me last week - I cancelled the shop - not worth having it rejected - the delivery company will just automatically send the order from the closest location, even if a tenth of a mile.
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February 22, 2023 12:24AM
@BabyBooey19 wrote:

Against my better judgement, I did another 5G delivery today. I made the location idiot-proof, there's no way the system could switch stores on me. The driver forgot the Coke bottle -- I nicely asked him about it - he kept shrugging saying "English no"- not knocking that, just saying I tried. Receipt clearly says I ordered it. So I've taken pics of the food - minus coke. I'm thinking of submitting my report - and emailing MSC with the shop # , noting that I have a receipt that I ordered a Coke - but I can't control them forgetting it.

Also, the only receipt I got Wass the Door Dash one. I also screen-shotted the receipt on Five Guys website- hopefully the latter works because there was no other receipt like you get inside the restaurant.

Sadly this has happened to me many times. You're allowed to contact delivery company (or I guess 5G if you ordered directly through them) to report the missing Coke, & they should refund you.

As for the receipt, yes, the screen shot should be fine as long as it itemizes everything. I always get a receipt e-mailed to me as well, but that may only happen if you have a 5G account set up.
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February 22, 2023 01:49AM
Thanks for sharing. Between the cold food and the potential for other things to go wrong, I think I'll pass on delivery shops.
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February 23, 2023 08:21PM
Just to complete the thought in case someone comes too this thread for info: I sent the MSC help desk a 3 line email that Coke bottle wasn't delivered, the driver was unable to communicate, and indeed I did order a Coke per instructions. They emailed back in 24 hours that my information is noted with Quality Control.

Recent-wise, luckily I had screen shotted every screen in the ordering process - including the online receipt that ITEMIZES. food, tax, delivery fee, etc. So shop is approved.

MSC was very fair, no problems. Just dunno if delivery is my thing.
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February 23, 2023 11:50PM
@BabyBooey19 wrote:

Against my better judgement, I did another 5G delivery today. I made the location idiot-proof, there's no way the system could switch stores on me. The driver forgot the Coke bottle -- I nicely asked him about it - he kept shrugging saying "English no"- not knocking that, just saying I tried. Receipt clearly says I ordered it. So I've taken pics of the food - minus coke. I'm thinking of submitting my report - and emailing MSC with the shop # , noting that I have a receipt that I ordered a Coke - but I can't control them forgetting it.

Also, the only receipt I got Wass the Door Dash one. I also screen-shotted the receipt on Five Guys website- hopefully the latter works because there was no other receipt like you get inside the restaurant.

In regards to the first paragraph, I called the store when I had not received the correct sandwich, I had ordered a little bacon burger and there was no bacon. I noted that in the report. The store told me to come back and they would give me the correct sandwich. Kind of defeats the purpose of having it delivered doesn't it?

Regarding the receipt for delivery shops, I upload the e-mail receipt I get when I order on the Five Guys website. I've never had a problem with the shops getting approved.
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February 24, 2023 12:14AM
when i do a delivery through a third party like DoorDash, i always click over to the pickup option to verify the address. yes, this is due to previous mistakes unfortunatelysad smiley
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