Five Guys Burgers and Fries High Wycombe — Restaurant in England

Shocking Experience, ordered online via the app in the early afternoon got a slot booked for 19.55pm over 3hours + ahead, confirmation came through, money taken, payment complete. Get to the branch, only to be told we are about 1hr to and 1hr 30mins behind no call or email/ communication to advise of the delay. Numerous other customers in exactly my shoes arriving to collect orders with no sort of communication to advise of circumstances, all very unhappy to have made journeys and not be able to receive their purchases even though they were pre-paid and booked in! Was then told by the young girl who was clearly new to role, I'm sorry there is nothing we can do, it is going to be 1hr 30mins on top of your collection time you can't go in, if you aren't happy to wait you need to call five guys head office and request a refund, although the staff didn't have a contact number for the head office, when asked if I could have that number to do so? Surely if you are asking your customers to do something you can at least have the information there ready to help them! When asked could speak to a manager, was told no all I've been told is lock the door and tell you to come back another day for your refund or call head office, there's nothing we can do. When asked if we could have a till receipt as proof we have not collected the food, again told this is something which they can not do, eventually after about 30-45mins of waiting outside in the cold a General Manager Joe, came out with a scrap piece of paper to record we hadn't had the food which we had paid for. Really poor set up, clearly underestimated the demand, and should of stopped taking orders long before they did. And to be telling customers, you can't have your food, and you can't have your money back? Leaves a bitter taste! That's simply not good enough and a really poor overall experience. A real shame to as I'm a big Five Guys Fan and was really looking forward to the Burger.

Feedback has been taken on by friendly and apologetic District Manager the following day, full refund issued within 5 working days and...

I came to 5 guys as myself and a friend had been enjoying a costa in the car park opposite and the smell was drifting across. We looked up their website chose a selection of food and we're very excited to sit and enjoy a meal without worrying about children or bills or work. We were also extremely surprised at how reasonably priced the menu was. We ordered our food and drove round. We both suffer from physical disabilities so I was appalled at the lack of easy access to the restaurant doors from the car park. But the biggest kick in the teeth was the £100 fine I received a week later for parking in their car park to collect food and eat it. This is absolutely ridiculous as it would appear they have removed the permit holders only signs from several parking spaces directly next to the stairs leading up the the restaurant, and the parking spaces they have painted for their curbside pick up. Needless to say I will not be returning to this restaurant not just because I cannot access to from any other car park but because I refuse to pay a fine everytime I decide to eat there. I also recommend that the restaurant put signs up regarding the permit holders only conditions of parking visibly from all parking spaces including the ones that appear to belong to the restaurant.

This a real shame as the food was fantastic but it has a foul after taste that also increases the price of the...

Ordered online for collection an hour and a half in advance. Arrive at the store and it was an absolute shambles. Car park was full of curb-side pickup customers, most of who were at the door complaining about how long they've been waiting without food. Walked past that and joined the queue for Collection who were also complaining about waiting for ages and still not receiving their food. Told the member of staff inside I was there to collect and was told to just speak to a manager. The guy was overwhelmed with people complaining. A large group of customers were all just standing around in no particular order not knowing what was going on or what to do, meanwhile bags of food were just sitting on the counter getting cold presumably from orders never collected from previous customers. Came away with no food and £24 down...

Update Went back to the store a few days after this happened during the day when everything had calmed down. We spoke to the manager who took our details. We were called back a day or two later by office staff who processed our refund and sent out two vouchers to claim two free meals. Happy with how the problem was dealt with so thought I'd update the review and the stars. Haven't had a chance to actually go back and order something, will update...