Five Guys — Restaurant in Berlin

Honestly other than the refund, this is the worst experience I’ve had with Five Guys. I usually crave Five Guys all the time, this was different. I ordered 2 double cheeseburgers, with a small portion of fries. As we all know, they fill the cup and the bag with fries, this time they gave me half a cup of fries without anything in the bag. I was cool with it and said to myself mistakes happen. I started eating the burger and it was dryer than the Sahara (in the words of Gordon Ramsey) with the side all burnt. Now this was not the biggest issue. I kept eating and was like bad experience thats okay. By the time I ate half the burger, I found 2 hairs in the burger(I tried to point to the hairs in the picture) and this was the breaking point. I went back to the restaurant with the burger, and showed it to the employee who took my order, and explained the first 2 points. I was furious but dealt with it calmly. He offered me either 2 new meals or a refund (which to my own knowledge, I should’ve gotten both). I asked for a refund, as I’m not willing to take the risk of getting hair in my food again. But not a single apology was made in the process. Not one! He refunded the money, and I just left. Now I’m not sure what is the appropriate action to be taken. Is it to file a complaint to the ministry of health? Or should I wait for a response...

Came to 5 guys with my family and saw a guy taking water in his bottle from the machine. I've been to quite a few 5 guys around the world and I've always been allowed to refill my water for free. So, my mum asked a staff at the counter about this and he directed her to the machine to get the water. My mother who is not skilled at using all this tech asked a young gentleman for help and he filled her bottle with sparkling water. I understand that we didn't pay for this but it's not like my mother took the water knowingly. The manager very rudely came up to my mother and started yelling at her in German.

He did not have to yell at her and could have said it in a calmer manner. To top it off, we had ordered regular Cajun fries and received normal salted fries and we did not resort to yelling. Even when we complained about the fries, we only got given a little Cajun fries but again we just accepted it and did not make a fuss. There is a certain amount of understanding one needs in life and perhaps, the manager should reflect on the culture of hostility he has created towards tourists who do not understand...

I visited the restaurant last night and had mixed feelings about my experience. The burger was absolutely fantastic, but several issues detracted from my overall enjoyment.

Positives: The burger was delicious and exceeded my expectations.

Negatives: Long Wait Time: It took about 25 minutes to get my order, even though everyone else in the restaurant already had their food. Cold Fries: By the time I received my meal, the fries were cold and unappetizing. Excessive Noise: The music was unbearably loud, forcing me to yell my order at the counter. This constant noise made the entire dining experience very uncomfortable. Rude Staff: The staff member handling the orders was incredibly rude. He yelled out order numbers aggressively and repeatedly, creating an intimidating atmosphere for customers.

Overall, it was a hellish experience. I would not recommend this restaurant unless they address these issues. Turning down the music and improving staff behavior is crucial, especially given the high prices. Customers...