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

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.