Recently, I went to a Five Guys and Fries. I let them know at the register of my "allergy". I actually have Celiac Disease. I watched, as I usually do, as they cooked and prepared the food. There was one employee who, for whatever reasons, would not stay in her station. She was all over the place. She'd touch the buns and then use the same gloved hands to reach in the bag, pull out the fries and put them in the "dedicated" fryer. I asked the employee to please change her gloves after touching the buns, which she did, but stopped doing after she thought I wasn't paying attention. I chose not to eat my meal.
Yes, I called Five Guys 1-800 number and spoke with a person there. I got an e-mail from the general manager (?) who seemed genuinely concerned BUT he's busy with 11 Five Guys and a couple of other entities. He offered to "send me a gift OR refund the price of my meal if I still had the receipt." Really?!? Wow. No, just train and educate your employees!
Here is the response I received from Five Guys on FaceBook:
Thanks for reaching out. I'm sorry to hear about your recent experience and I apologize on behalf of the staff at the Morehead City location. Though we wish we could prevent cross contamination, this is possible. When someone writes in to us, we are sure to highlight that our rolls, malt vinegar and fry sauce contain gluten and although we do our best to only toast the rolls on a separate grill, there is always a chance for cross contamination. Our fry sauce is only served in Utah. Our French fries are just potatoes that are soaked in water, then cooked in peanut oil. This fryer is dedicated and nothing else is fried in this oil.
Again, I'm sorry about your recent experience and hope you can give us another chance.
As it was pointed out in another thread, fast food restaurants are best left as off limits to those of us with Celiac Disease. I thought that Five Guys was "different" with their dedicated fryers, but after my experience, I will not take a chance by eating there again.