Five Guys Unveils Huge Change for Environmental Reasons - Customers Are Not Happy

When a popular business makes a major change, either to its menu or method of operations, it often sparks backlash. Five Guys is seeing that happen right now.

Earlier this week, the 40-year-old fast food chain, known for its burgers, announced it was moving away from serving its fries, a fan favorite, in traditional paper cups. Instead, they'll be presented to customers in new, environmentally-friendly paper bags.

Five Guys breaks the news

Five Guys revealed the change in a social media post on Monday.

"We now serve our fries in paper bags. We're still using the same fresh-cut potatoes and generous portions, but this new packaging helps fries hold their texture and keeps takeout and delivery fresher, longer," the post reads.

"We're also proud to share that these bags are made from biodegradable natural kraft paper and are food-grade, grease-resistant, BPA- and PFAS-free."

The backlash begins

Of course, there were some Five Guys fans who applauded the change in the comments section. But a large portion of opinions were negative ones, with some customers also complaining about the franchise's current serving portions.

"The cup kept some grease from soaking through the bag onto your car seats when taking it home," one person wrote.

"Politically correct way of saying 'paper bags are cheaper than cups,'" another added.

"The portions are smaller with the bag and the grease soaks through much faster. Had the bag fries one time haven’t been back since," a third commenter chimed in.

"Portions are also smaller now, don't try to claim they're the same," wrote someone else.

"I am fine with the bag vs a cup. BUT, the servings I have received were definitely NOT the same amount. Five Guys is my favorite fast food burger and fries. Please don't skimp on the amount!!" a fifth person pleaded.

Five Guys responds

In a statement shared with the New York Post, a Five Guys spokesperson reiterated that the new bags will help fries stay fresher longer and have environmental, while also insisting that the company's "extra scroops" and beloved portion sizes are not changing.

"Five Guys has been getting feedback on our new fry bags, and we want to make sure our customers know our fry portions remain unchanged,” the spokesperson said.

“Our extra scoops are absolutely not going away. You’re getting the same portions in the same sizes as our fry cups: Little, Regular and Large."