Five Guys Burgers and Fries Edinburgh Frederick St — Restaurant in City of Edinburgh

BAD-burger BAD-customer service BAD-experience Bizarre sensation on first bite into cheeseburger. Felt like it was cold but then realised bun was chilled & beef patty not as hot as it should be. Returned to server & asked if they toast or heat the buns. She replied that they do so I invited her to feel the bun. She felt it with the back of her hand & to my surprise said “There’s still a bit of warmth in it.” I then asked to speak to manager & was ushered to back of the restaurant. Manager agreed with me (& the other 3 in my party who had felt the burger.) The bun was chilled, not warm, not tepid, not room temperature but chilled in fact super-chilled as if it had been brought out of a fridge & a beef patty put into it. No apology. No how can I make this right. Just a robotic and laissez-faire “Do you want a remake” I repeatedly asked him why staff were contradicting a customer on both his, mine & the 3 other diners I was with assertion. I also asked if this was acceptable for an £11 burger from a fast food outlet. He would not engage in any sort of explanation or apology & just keep repeating “Do you want a remake” When I agreed he asked me what was on it? I replied that it would be on the order to which he asked me for the receipt. I had to go back upstairs & retrieve the receipt from where our party were seated. By the time I got back down I was so incensed that I asked for & received a refund of £10.95 for the burger (from a bill over £55) and still no apology. I have frequented Five Guys in both Belfast & London but can assure you I will never set foot in any again following...

The server at the till was very nice and helpful, but they messed up just about every part of my meal. Gave me the wrong chips and when I politely went back to point it out, I was first asked to wait in the queue, then told they couldn't take them back. They then stared at me blankly. Apparently there was nothing they could do, despite the receipt showing the order was incorrect and them admitting fault. I went back to my table, opened my burger and seen they had added stuff I didn't ask for, such as tomato and raw onion but left out my requests for the likes of relish and fried onion. That's not even to mention the poor quality of meat. I told them the drink machine didn't seem to be working properly and was told if I pressed it hard enough, it would work, even though it didn't show on the screen. I would up with the wrong juice and was told they'd fix it and I could get a different refill when I finished that instead of offering me a fresh cup for the drink I actually wanted. Heard a lot of mixed reviews for the franchise and this was my first time trying it. Safe to say, it will be my last. Utter disappointment and I haven't even touched on the ridiculous prices they charge folk just to mess up their order and offer no apology...

This is my second time in five guys as always wanted to come here in honour of Kreed (kreeds world) from youtube. I wasen't a fan of the double pattè with melted cheese in the middle last time or the amount of salt on the fries but this may just be my personal taste. This time I opted for hotdog with all the toppings I am allowe for gluten free. They made this really cool burger for me in a lettuce wrap for bun and are very allergy and intolerance aware and savy. I also asked for fries with no salt so I could add my own more reasonable amount plus pepper. I really enjoyed this this time and highly recommemd it for anyone intolerant to gluten though you have to make your own judgements based on their allergy sheet which is readily available at tills or download it from the website. My only and huge issue is the disabled toilet the bin was disgusting with incontance smell, the door needs sorting as too stiff. The tables and floors in the restraunt need much more regular cleaning and clearing. Both days this week I have ate in and never has anyone gone around cleaning so this needs addressing. Hopeing I don't have any access issues with my assistance dog when she comes in the better weather. The milkshake is the best...