Five Guys Burgers and Fries East Midlands Designer Outlet — Restaurant in Bolsover

Being in your restaurant today in McArthur Glen, I was absolutely disgusted with the quality of service, the staff were rude, uninterested and lazy. For instance, while I was waiting in the queue for twenty minutes, a lady came in and requested if a table could be cleaned outside. She has two children with her and the member of staff looked her, asked her what she meant. He then shook his head and walked off and so did she. I was amazed she came back in, one member of staff with attitude approached her with some blue roll but another customer had already provided her with baby wipes. The staff member muttered as he walked past that he'd wasted his time. I understand the idea of seeing all the food freshly prepared in front of you, but with your workstation was as disgusting as it was today do you think that is a good idea? In reference to the deep fat fryer, tables and floor which were both covered in old chips, disgusting. Then to top it all off it was cold for 18 odd quid! I've been to the chain in Nottingham, and that was brilliant, so I know that it's not all five guys restaurants but I will not be coming...

Having visited many Five Guys this one was sadly disappointing. Milkshake was fabulous but the grilled cheese was literally just uncooked cheese slices thrown in a vaguely toasted bun. After a discussion with the staff about it not being grilled, I know my grilled sandwiches before the response says I don’t, one was remade and it was perfect! However, overheating two members of staff saying ‘there is always one’ ‘she’s just over there look’ disappointed me immensley. Customer services were not interested at all, even after reviewing their CCTV they claim it was just staff talking! Thanks for that clarification. I will stick to other Five Guys restaurants in future who might actually be a little more respectful. Preempting the response from Five Guys, yes I do know what a grilled cheese is, yes they did remake it, even after trying to tell me it was fine, yes I did have to chase up customer services for a reply, a reply on Wednesday is not late due the weekend, yes I did want a better response than you provided and yes I’m glad staff can read my feedback, was...

This is an embarrassment to the Five Guys brand! And doubt I'll be bothering with any more orders from any other Five Guys anywhere after this experience.

We ordered on the web app, this was supposed to be quicker, took over 25 minutes in all to be handed over! Went for takeaway and when got home one of the main items was missing, and the food was lukewarm. This was because it had been left on the counter for a while waiting for the burger to be made, and then when made there were no fries as these had been given to orders placed after ours, so we had to wait for more to be cooked. No takeaway ketchup or mayonnaise, and they'd ran out at the in-house dispenser! If you dont have enough staff, close the branch until you do instead of giving customers a very poor sub standard service!

UPDATE After a recent visit following being hounded by my teenager to go again, what a change! Great quick service, great communication, special mention to Joshua who was very friendly and engaging and informative about the...