Five Guys UK Reviews 

My backpack went missing at Five Guys King's Cross on 01/02/2026. Staff confirmed the following day that it had been found. Over the next two months, I was strung along with promises of reimbursement — including being asked for my bank details — only for the company to later deny responsibility and claim the bag was found empty.
My bag was never returned to me. I have now filed a police report. The way this was handled by both the store and the UK customer service team was deeply disappointing and I would not recommend this location to anyone.

I went to five guys and expected an okay time, but I couldn’t believe my eyes. The milkshakes? Perfection. The fries? Heavenly. The hotdogs? Amazing. I didn’t have a burger but I asked my brother how his burger was and he said and I quote: “This is the best burger I’ve ever had. Period.” And I could TELL he was happy. To be honest, he practically ate that burger in one bite. 👍🍔🍟🥤

Had a good experience at Manchester Arndale, although I think burger was a bit bland. Otherwise good! Would recommend

The staff at five guys made a mistake with the order and then refused to change it, saying that since it was already completed there was nothing that they could do. Very poor service.

Five Guys has the best food ever! However, the customer service is disgusting, the agent (Jasper) who I dealt with over an issue with toilets at the Ashton branch, was disgusting. Not worthy of the brand and an arrogant unsympathetic and rude individual.

I had a shocking experience with an uber eats driver at five guys Speke retail - the driver dropped my food off and said I free fries ( I only ordered burgers by the way) I opened the bag and it was just FULL of Cajun fries.
I rang five guys Speke retail and spoke to a lovely guy named Johnathan, thank you Johnathan for your help and understanding. I had to order a milk shake so my ACTUAL order was then delivered. I am really disappointed with uber eats the driver was disgraceful but Johnathan @ five guys Speke retail was an absolute credit to your company. Thanks Johnathan

Customer service HQ is absolutely shocking. We popped into Five Guys before a gig as we regularly do, as it’s a nice quick treat.
We stood at the till & was told to use the self serve kiosk as they didn’t have enough staff on to take orders & were too busy. We used the kiosk as requested, restaurant wasn’t too busy but the Deliveroo etc orders ALWAYS take priority. After well over half a hour we queried where our order was, and it miraculously appeared. Ate & left.
Filled in the feedback form, and Lesly asked us a few questions which we replied to straight away. She then said no orders took over 12 minutes that night which was absolutely not true (she even asked us what time we got there & what we were wearing so she could check cameras!). I replied to say this was incorrect, we waited well over half an hour, sent the receipt. No reply. Chased it. No reply. Chased it again & was told ‘Thank you for getting in touch.
Unfortunately, we wont be moving any further with the feedback’.

So they ask for feedback, then just ignore it?!

Absolutely appalling customer service and one particular rude member of staff, we had a free fries voucher and had ordered a burger and drink. The app said “this voucher entitled you to one free portion of little or regular fries with the purchase of any burger hotdog or sandwich, excluding kids meals when a valid five guys rewards QR code is scanned” once we scanned said QR code on self service till, we we’re not given said ‘free fries’. When we queried about this, we were met with the most disgruntled staff member who clearly wasn’t taught any respect, he said “you can’t just assume thats how it works” when we were following instructions on the app and was not aware we had to ADD the fries manually to the order to get them for free. If only we had been given good customer service we wouldn’t be writing this review. I’m sure this is not how you were trained on your induction. Treat customers with respect and perhaps we would be more understanding on how the system works. This seems to be a reoccurring issue with this particular store as we were also shouted at by an employee not too long ago. I hope that this attitude is sorted and not carry a chip on your shoulder about life. Don’t be sorry, Be better.
(Swindon Designer Outlet)

Staff member Nallamothu at five guys O2
Was extremely nice and patient
He also made a great milkshake !!

The guy On the milkshake stand at five guys bluewater- makes The best milkshakes, great service, polite, with a top attitude. The day was 9/5/26 3pm highly recommend.

Paul, who took our order was great. Super helpful with setting up the five guys rewards.

Held great convocation throughout, and overall a really nice guy.

Cheers mate 🫱🏻‍🫲🏼

Nice place to have lunch in

ust wanted to leave a quick review after popping into Five Guys today.

We were served by Brian, and he was absolutely brilliant. From the moment we walked in he was so smiley, friendly, and genuinely welcoming—it really made a difference to our visit.

What stood out the most was that he actually took the time to try and save us money by suggesting we sign up to the rewards, which you don’t always see. It’s rare to come across someone who is not only great at their job but also clearly cares about the customer experience.

Such a lovely young man and a real credit to the team. Thank you, Brian—you made our visit! 😊

I would rate less that one star if I could but here’s what happened, I traveled 1.5 hours to bourmouth with a friend to visit the beach before we left we thought we would get some food for the journey home but before we ordered we wanted to use the restroom… a restaurant full of people and a sign on the door stating closing time was 1am with the website stating the same and it only being 10.45pm!! and people still taking orders we thought to use the restroom first while we wait for the que to go down and the workers were a little less busy in order for them to take ours, while walking in no one mentioned about being ‘closed’ it wasn’t until we tried to walk through to the restroom where every member of staff behind the till shouted at us I then explained we were going to order after using the toilet but was soon met by a security guard blocking our way? And the man behind the till was giving attitude treating us like any old pair of drunks which was most certainly not the situation! As a mother when I need to go I need to go! But the man behind the till wouldn’t hear me out about that or the fact we were planning to order OR the fact i had to drive 1.5 hours back home with full bladders and an empty stomach! We were then shown the door without even being able to take an order due to the restaurant (full of customers mind) supposedly being closed! I think the staff are rude and inconsiderate not to mention the situation left me feeling highly embarrassed and anxious and I will be telling people to not go to 5guys in bourmouth unless you want to be treated like scum in front of a full restaurant! Safe to say I think I dodged a bullet and Taco Bell was much better instead at least they didn’t false advertise their closing times!!

I ordered a burger today and was not very impressed it was very bland. Expect more flavour for the price. Complete joke

Recently paid £22 for a burger, regular fries and a coke in the Liverpool Street Five Guys. This is s daylight robbery, charging £6.50 for fries is extortionate.
Never again, clearly they need to reduce prices.

Visited Five Guys Queensway with my family recently. The food itself was good, no complaints there, but the drinks completely ruined the experience.

The Coca-Cola from the self-serve machine tasted purely of water. There was no fizz, no Coke flavour, nothing, just faintly coloured water. I assumed the first machine was broken, so I went over to the second one. The same. Both machines were clearly under-syruped or the lines hadn't been changed.

There is nothing worse than tucking into a burger and fries and washing it down with what tastes like dirty tap water. It made the whole meal feel cheap. For a chain that charges premium prices for drinks, getting something this basic wrong is unacceptable. Staff should be tasting the drinks at the start of every shift. This is Hospitality 101.

Won't be returning to this branch. Sort your soda machines out.

We went to the Newcastle Five Guys today and for £35 all we had was a double cheeseburger, a single cheese/bacon burger, a small fries, a soft drink and a small shake. Service slow. Very slow. By the time the cooked burgers were put onto the chosen toppings, the burgers were cold. Took them back, they made new ones.
Very loud music, obviously the choice of the young staff. Not good value for money or a good experience.

Toby J at Bracknell gave amazing service, he understood our requirements and over delivered. The best experiences out of all the five guys I visited. Would 100% come back and will be recommending to family and friends. Food tasted amazing, well done Five Guys for employing such a great employee.

Five Guys, you are almost there, but for the prices you charge, you really need to start flame-grilling your burgers. They are just missing something. I'm a burger nut, and everyone is always surprised when I say I don't like Five Guys. Yes, your ingredients are fresh... but the burgers are tasteless.
Also, please serve proper strips of bacon, not just chopped-up mush that tastes like the fake bacon bits you get in a plastic tub at the supermarket. You should also start offering recommended burger options, rather than just making the customer try and figure out what makes a nice combination.
Finally, stop cutting your hotdogs in half! I want to bite into a juicy, whole hotdog, not two slices of dried-up disappointment. Your restaurants look quite deserted these days; it's time to change before it's too late."