Five Guys has apologized to customers after its 40th birthday BOGO burger promotion led to widespread demand that exceeded expectations.
On February 17, multiple social media accounts shared details of a one-day BOGO offer at participating Five Guys locations. Customers were instructed to log into their Five Guys account and use a promo code to receive a free burger with the purchase of another.
The promotion was promoted as a limited-time deal, with a limit of one per account and valid at participating locations.
Five Guys says it “vastly underestimated” BOGO response
Following the surge in demand, Five Guys issued a statement on Instagram acknowledging the offer’s overwhelming response from customers.
“Thank you for showing up in such a big way!” the company wrote. “We vastly underestimated your response to our 40th Birthday offer.”
“As a result, we let our customers and our crews down. We are truly sorry that we didn’t meet your or our expectations. We’re replenishing fresh product to our locations now. We will host another celebration to make it right! Look for details soon.”
In the caption of the post, Five Guys added: “We’re sorry, and we are going to make it right.”
“Tomorrow is another fresh start,” one user replied.
Another commented: “My store turned off online ordering due to running low on bread. Since online ordering was the only way to get the promo, no luck. I don’t even eat bread.”
“Yup, I’m sure everywhere was overwhelmed,” replied a third. “Didn’t get to order my meal, but that’s ok. I expected it to be crazy busy and wasn’t surprised online ordering got turned off. Sorry that things didn’t go smoothly for the birthday celebration.”
Back in December, Burger King responded after its SpongeBob SquarePants collab immediately began selling out, causing them to scramble to restock the items needed.
