Five Guys UK Omdömen 

This was our first experience of Five Guys and unfortunately it has probably been one of the most disappointing takeaway experiences I've had.

We ordered from the Bolton restaurant through Uber Eats on 17 August. The order consisted of three burgers, one large Cajun fries, two small fries and two milkshakes. Even with Uber One and a 40% promotion on the burgers, the order still cost approximately £51.

When it arrived, one portion of fries was missing completely, the fries we did receive were cold and the foil-wrapped burgers were only lukewarm.

The food itself was extremely disappointing. My Bacon Cheeseburger had patties so small compared with the bun that they didn't even cover half of it. The supposedly large Cajun fries was also a very poor portion and looked nothing like the generous serving Five Guys is known for.

I've included a photograph of my Bacon Cheeseburger and "large" Cajun fries. Those two items alone cost £19.90 even with 40% off the burger. Looking at what I actually received, I felt completely ripped off.

I appreciate that delivery can affect food temperature. I actually saw the driver take the order from his car and put it into an insulated bag to carry it to our door, so it didn't appear to have been kept insulated during the journey. I raised this with Five Guys fairly and acknowledged that this may have contributed to the cold fries. However, a delivery driver cannot be responsible for the size of the burger patties, the portion of fries or an item being completely missing from the order.

Unfortunately, the customer service afterwards has made the experience even worse.

Uber Eats refunded the portion of fries that was completely missing. Five Guys subsequently acknowledged in writing that there had been a "quality and accuracy issue with the restaurant" and also stated that our burgers and fries had not been prepared to their usual standards.

Despite acknowledging this, Five Guys refused to offer any goodwill for the food we actually received because the order had been placed through Uber Eats. They repeatedly referred us back to Uber Eats and cited GDPR/payment information as preventing them from providing a refund or compensation.

I repeatedly explained that I was NOT asking Five Guys to refund the Uber Eats transaction. Uber had already refunded the item that was never supplied. I simply asked whether Five Guys would offer a goodwill gesture, such as a voucher, for the separate quality issues that Five Guys itself had acknowledged.

They refused.

I then specifically asked for the complaint to be escalated to a senior member of Customer Services or Customer Relations. After chasing for a response, I was eventually told that Five Guys Support was already the "highest escalation possible" and that no further goodwill would be offered.

I find that response incredibly disappointing. A refund for an item that was paid for but never supplied isn't compensation for the poor quality of the food that actually arrived.

Five Guys commands premium prices, and I was perfectly willing to pay them because I'd heard so many good things about the food and generous portions. Unfortunately, neither the food we received nor the customer service afterwards came remotely close to what I expected for those prices.

This could have been turned around very easily. Five Guys acknowledged that the restaurant got things wrong, and as a first-time customer I would happily have accepted a modest voucher and given them another chance. Instead, after several days of correspondence, their final position was effectively an apology while doing nothing to put the acknowledged quality issues right.

An awful first experience with the food, followed by customer service that ultimately left me even more disappointed.

I genuinely don't think I've ever felt more ripped off or disappointed by a takeaway order.

i had a heart attack, they gave me my food for free and paid for all my expenses in the hospital, thank you five guys, ill be coming back soon to have a heart attack there soon...

Restaurant was very clean and tidy but I’ve never been to one that gives away peanuts in their shells as snacks. We ordered some food and although rather expensive we were open minded and expecting something really special but unfortunately it didn’t happen. Chips were cooked in the skins and the server filled a paper cup and and then a scoop, the cup was placed in a bag and the scoop was thrown in the bag so chips were everywhere. The cheese burger was soggy and nothing short of a melted mess so very disappointing and we won’t be going back at £44 for two of us. This was at Barton Mills and I should have went to Mc D’s around the corner.

beat experience in my life and amazing service

The customer service is zero ( they asked me if I told the manager about that, very funny), food burnt and dirty premises, in MetroCentre Gateshead. Avoid this place , don't waste your money.

Went five guys grid the old soar Renfrew , I knew it was a bit dearer than others but fair enough . The two burger meals basically two burgers , chips & drinks was £42 WTF the burger was poor at best with the smallest of bacon on it and dry as a nuns cocktail cabinet, had to coat it in tomato sauce to make it edible , the fries were overwhelmed with Cajun and was like eating soggy cold dust. The drink was bottle of IRN bru so could go wrong the milkshake was mediocre at best , I’d rather eat a wrustlers burger from a garage that a car from that garage ran over. No idea how this “restaurant “ is still operating.

Appalling Drive Thru experience - I only popped thru for a milkshake, but that took 20 minutes!

The woman in front of me took 10 minutes to decide on her order, when I then got to the order dispatch hatch, I waited another 10 minutes for her food to arrive.

In the meantime, I got out of my car, went to the booth and asked for my order and for the woman in front of me to move her car and wait in the designated "Waiting for your order" bay - the "Manager" declined and asked me to get back in my car and wait for her food to be delivered. They obviously don't value my time as much as I do.

I won't be visiting again.

I'm standing in Five Guys now. Now, I still like the burgers. However, Five Guys lacks value for money. I ordered a cheeseburger, not hamburger, It's 9.75. I ordered a regular chips for 5.95, and a regular milkshake for— Guess what, 6.55. My bill came up to 22.25 for a burger, chips, and a shake. Now, there are so many other places now that are selling these same kind of burgers, and quite similar, very, very close imitation to the milkshake as people have requested it. I know where I can get one exactly like it, extra thick and much better. Sorry Five Guys, you really do need to come up with more reasons to spend 22 pounds on your hamburgers. Truth be told, I could have gone to Marks and Spencer's "Gotten One of Their Organic Hamburger Patties," alt-he ingredients, and made the hamburger just as good myself, and just bought the chips alone. And The chips were room temperature

Disgusting service and food. Poor potato for chips and burnt cold hot dog. Never again

The burgers are unseasoned so taste like crap, just a little salt would help

The chips taste like peanuts

Long wait for food, kitchen was dirty with fries all over the counters, orderded a hotdog for £8 that was small and tasted like a cheap one from Aldi, chips were okay, milkshake was fairly good, customer service was okay as well. but it was all extremly overpriced, never going here again.

Very good Service

Disappointed to be leaving this review. My mum and I normally love eating here but our experience was spoiled by the customer service on this particular visit. The person behind the counter was condescending from the word go. Unsure whether this was down to a bad day or..? He seemed visibly annoyed that we were confused about the older kids and little kids deal pricing structure and that we did not immediately know what we wanted. Despite this, we placed our order but, as he was speeding through our order, we couldn’t get a word in, to mention our blue light discount. He rang up the amount and insisted he couldn’t add it now as it was too late. We asked if he would mind quickly refunding the order and then we would pay again with our discount. (We let the singular person behind us go first to avoid any further frustration.) Our server then made a point of begrudgingly announcing to us that we had our 10% discount now and seemed even more disappointed with us than before! We continued on our quest to get food and sat down with our meals. Two polite-looking young girls proceeded to enter the completely empty restaurant and asked the same person who served us whether he would let them use the toilet as it was an emergency. He said….. no. They (visibly fairly upset) ran over to us asking if we had the toilet code on our receipt and if they could use it. Of course we wouldn’t have minded at all, however, our server seemed very cross at this prospect and was gesticulating wildly. We understand there needs to be a policy, but, on this occasion, it seemed to be quite harsh. They were very understanding. Anyway, Our Point is, it was just 6pm -and all town centre facilities had just shut- so no toilets were available. What if these young girls (who were neither drunk nor hostile) were in an emergency bathroom situation? Very poor. He obviously thought better of his actions after the fact, because he then came over offering us free 5Guys food and drink. Unfortunately, he had literally just watched us eating our 5Guys food + drink🙄. He insisted that the seemingly harmless girls that came in may have been part of a ruthless gang that come to steal the peanuts, which are free anyway! Weird experience all round.

order #0022 23rd of July 2026. asked for mayo and ketchup. received none. potatos half pealed(happened every single time). should be salty(nope they're not).

My son went to the Nottingham shop. Despite explaining that he has Coeliacs and can’t have gluten they gave him a burger with gluten in. He was very poorly that night and phoned them the next day. He explained he wasn’t making a complaint and wasn’t asking for a refund, he just wanted them to ensure their staff were properly trained and fhe correct systems in place. They replied that it was his fault as he hadn’t told them he needed a gluten free meal.
So they’re not interested in their customer’s health nor in improving their service.

Ordered a banana milkshake for over six pounds and tasted it; it will be the last time I will ever order one ever again. It tasted of raw bananas that weren’t even blended properly - you could taste the lumps - and a bunch of sugar which completely over sweetened and worsened the already horrible taste. You can literally make one at home in two minutes and it will taste 100 times better than theirs. Any place is better to be honest

Permanently lost a customer. Do not attend the merdian leicester five guys. Firstly I had to repeat my order to the cashier upwards of 3 times and they still got it incorrect. Secondly the restaurant was empty and they charcoaled my fries which left them completely inedible and I have to throw them away as dark brown, powdery and dry. I also asked for several topping and did not receive them. I am disgusted. I reached out to customer service who did not refund me despite evidence and time wasted as the city center branch is now closed I have to make a special 35-40min drive to the merdian branch only to return home with my takeaway and find it inaccurate and inedible. Avoid. Hope the merdian branch goes bust and shuts.

Will never use again. Ordered a large meal for our son's birthday. Meal arrived late,cold, incorrect toppings and missing items. Customer service was horrendous. They wanted proof items hadn't been delivered (how do you prove that???) Carried out an "investigation " (??) Then refused to refund. Enjoy the money you fraudulently took because there won't be any more! Avoid at all costs.

Terrible customer service from Kingston branch. Twice I have order from them both times missing items. When I contact them
It’s nothing to do with us you have to contact who you ordered from. Do not order from them they are stealing from you.