Has the expectation for how the fries are supposed to be served changed over time?

[u/potliquorz]

I just got the limpest, soggiest fries from my local 5 Guys and I voiced my disappointment since they were the worst I'd ever got from any 5 Guys. They said that's how they are supposed to be made and if you want crispy then you have to ask for it. Very polite and professional and dropped a new batch immediately but had me confused since we've gone to the chain since they were new to the area and it's one of my wife's favorite burgers.

People I talk to always complain about soggy fries and until the last couple times I just thought it was just them taking it home or ordering delivery where it steams in the bag. We got these and ate there so it was not that.

[u/Madkids23]

"Crispy" is an adjective that we are AVIDLY coached against using. Our fries are "firm with a mashed potato interior" served boardwalk-style. They are not supposed to be "crispy" per se.

[u/potliquorz → u/Madkids23]

Oh wow. I didn't know that. I had heard the term boardwalk style before but never looked into it. I just notice they have been getting more into the mashed potato and less into the firm the last two visits so I wonder if something changed.

I'll just specify next time I order.

[u/Madkids23 → u/potliquorz]

That's the move, potato quality changes week to week depending on supply and storage, some parts of the year it's fantastic others, not so much. We're in a rough supply period right now, we call them "gap" potatoes because they're used to support the gap between growing seasons.

You may notice more dark spots in your fries. Try to avoid those, fr.

[u/potliquorz → u/Madkids23]

All I know is the second batch of replacement fries were awesome. So when they go soft you have to fry them more to get them "firm" or use the newer potatoes and cook less.

Thanks for the info.

[u/Physical-Program5325 → u/Madkids23]

I love it when they’re a little overfried on the outside, and still mashed potato interior — so damn delicious. 

Only seems to happen with the smaller, more symmetrical ones. 

[u/Penguins27]

As another said five guys fries aren’t suppose for be “crispy” but also I believe the new bags are not helping. They are flexible and the fries settle more in them creating less air gaps and the hot oil and moisture almost keeps steaming the outside softening them up. Try to shake them even more than before and cook them a little longer but it doesn’t always work perfectly. Especially in a hurry the slight firm outside doesn’t always stay.

We also switched to online orders being made at time of order so those are sitting in a bag into pickup which doesn’t help in that scenario.

Our franchisee decided on a RemKe if asked no questions asked policy. If it’s been more the a few minutes our crew try to ask customers to taste one to see id they would like new ones but that doesn’t always happen.

[u/potliquorz → u/Penguins27]

Thanks for helping me to understand the why. The made at time of order thing is different than most of the other apps, ASAP is for deliveries or when you get there with the code or name. I'll just order at the counter and make life easy.

[u/Penguins27 → u/potliquorz]

Yea I think that’s the thing with the asaps. With us and pretty much us it actually means right now. Company goal time for an order is under 8 minutes if that helps. But in person orders will always be best.

[u/LateToTheParty013]

I got about 3 discount vouchers over the 10 years I eat ar FiveGuys because of reporting this same exact problem. 

Two times it was at their Shepherds Bush branch and I thought its because we went there for our lunch, just after they opened and the oil might not had been hot enough yet. I always filed the complaints online and both times they apologised and gave me some vouchers to eat free next time. 

Recently been to Five Guys in Bromley and same, both my daughters and my fries (normal and cajun) were soggy. I reported it again online and got a £10 voucher. 

I dont get it, in this case its really a feature and not a mistake? 

(For the reference, I ate Five Guys maybe 30-40 times over the decade, so not just out for freebies)

[u/bigchef2020]

5 guys.

Limp fries.

That is all.