Five Guys Burgers and Fries Kensington High Street — Restaurant in London

Absolutely shocking service. I normally love five guys and I've been craving them for weeks and thought I'd treat myself.

My mum ordered a few meals for the family. After ordering the food and getting the collection she asked the lady if that was the whole order to which she responded with yes. When my mum got home, all that was in the bags was only the milkshakes. Bearing in mind that we live in Ladbroke Grove. It isn't just around the corner!

She then called the store due to the mistake and was asked to come back to the store to collect the food. So my mum went all the way back again which is about 40 minutes in itself. Got the food (which they cooked fresh after the mix up). She then brought it back.

Even after getting it back home the food was still wrong. What an absolute joke!!

We normally go to the one in Portobello, I wish we never tried this branch at all. I can't even explain how pissed off I am.

Apparently a burger with all the black and jalapenos means just a burger and jalapenos? Like, what world to you live in? And they read the order too? In fact, all the burgers had the wrong stuff in it. It's a sorry sight! I'll attach the photos so you can see I kid you not. Just a dry jalapeno burger. I mean, who on earth just orders that? Shouldn't alarm bells have been ringing at that exact time.

Also, if people ordered meals, how on earth do you just pack the drinks? Don't you read the receipts before stickers all the bags as people can't check what's inside once they are sealed?

Was today training day or was all the staff high af? Either way, not impressed by the service, or the inconvenience!! You've got...

I recently had an unpleasant experience at this restaurant, and I feel compelled to share it. From the moment I walked in, it was clear that customer service was not a priority. The staff were shockingly rude and displayed a complete lack of professionalism. Their behavior was not only dismissive but also downright hostile.

What was most appalling was their policy on the use of the restroom. When I asked to use the toilet, I was bluntly told that it was only available for paying customers. This lack of basic courtesy is not something I've encountered in most places. I understand policies, but the manner in which they communicated this was entirely unacceptable and left a bad taste in my mouth—much worse than any food they could serve.

Overall, the atmosphere was unwelcoming, and the staff’s attitude was the worst part of it. If you're looking for a place with even a semblance of hospitality, I suggest you look elsewhere. This place seems to have forgotten the basics of customer service, and I won’t...

I have been to a few different five guys both UK and US, and have never been disappointed. The food seems a little expensive so not a cheap fix like BK or McDonalds, but it’s 100% worth it for the food you get. One portion of fries is massive and can happily serve 2-3 people as a side and the burgers are amazing. Fries are heavily salted but that’s how I like them personally, not sure if you can get unsalted but it’s worth asking. They have a sign up telling you where their potatoes for the day are from, great if your worried about sustainability as they’re usually local farmers. The soda machine has every flavour imaginable, as well as caffeine free and diet options. The open kitchen lets you see your food as it’s cooked which is nice if your a “neat freak”. There’s plenty of seating and free peanuts if you like. If you have a severe peanut allergy I wouldn’t recommend but besides that it’s somewhere you should go...