Five Guys’ announcement that it’s replacing its iconic fry cups with paper bags has sparked widespread backlash from customers, with many accusing the fast‑food chain of shrinking portions and sacrificing a core part of its brand identity.
In December, the burger chain confirmed in a press release that it was planning to stop serving its fries in cups and would instead start using biodegradable paper bags, describing the move as an environmentally friendly change designed to keep its fries fresher during takeout and delivery orders.
Nick McDuffee, Five Guys’ Purchasing Manager and Fry Bag Expert, said that “the fry bags provide better quality over a longer period of time compared to the cups. This especially benefits our takeout and delivery customers.”
Customers React
However, this shift has triggered a wave of criticism across social media, with customers complaining about grease soaking through the bags and claiming they are receiving fewer fries than before.
Five Guys appeared to address the criticisms on social media, telling customers that the fries themselves—and their portions—have not changed. In a Facebook post published last week, the company said it’s “still using the same fresh-cut potatoes and generous portions,” adding that the new bags are designed to preserve texture and “freshness” while reducing packaging waste. The chain also said the bags are biodegradable, grease‑resistant, and free of BPA and PFAS.
Despite those assurances, many customers say the experience feels different. Several social media users complained that the paper bags cannot handle the grease from the fries, leading to leaks that stain car seats and hands.
Others accused Five Guys of quietly reducing portion sizes while framing the move as an environmental improvement. “The portions are smaller with the bag and the grease soaks through much faster,” one commenter wrote in response to the company’s announcement.
Food and lifestyle outlets have echoed those concerns. Allrecipes reported that longtime fans of the chain were frustrated by what they described as noticeably smaller servings, particularly because Five Guys has built its reputation—and premium pricing—around overflowing fry cups and “handfuls” of extra fries dumped into the bag. “We just ordered Five Guys last night and got only what the fry bag could hold—no extras. A regular-size fry bag is tiny compared to what you normally get,” according to a disgruntled customer, Allrecipes reported.
Five Guys’ Response
Five Guys is pushing back against those claims. A company spokesperson told the New York Post that “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,” adding that “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.”
For now, Five Guys appears committed to the new packaging, even as fans continue to voice their frustration.
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