Five Guys Burgers and Fries Orpington — Restaurant in London

I ordered 2 bacon cheese burgers, a regular chips and a drink for me and my fiancé. Thought we were maybe the third or fourth customer in the shop, and the only order of food at that time, our food for a simple meal still took 20 minutes to make. The staff who was making our food, was the only staff af the lower floor for a while, and he had to leave making our food behind to take a till order leaving our burgers just sitting there. Once we did finally get our food me and my fiancé both realised that the chips were really really overdone and were dry on the inside as well as had a burnt taste to the chips from the outside. We did ask an employee to look at it and they agreed it looked bad so they said they would change it which took another 5/10 minutes, again despite us being one of the few customers there. It was only later once we got the new chips back (which were a lot better now thankfully) I had noticed that my burger was missing the bacon whilst my fiancé’s burger had the bacon and was perfectly fine. I was confused but because I had already ate more than half my burger before noticing, and because I already asked my chips to be taken back, I didn’t want to fuss as well as wait another 20 minutes for a new burger with bacon… overall with the food costing us about £33 in total, the experience was quite bad and the only positive thing which is why I would give 2 stars for food was that their burgers were still okay to eat but for price definitely not worth it, their service 2 stars because it took way too long for the food to arrive, the order going wrong, food being overcooked and the o my slight glimmer was the staff who replaced our chips, and the atmosphere a 3 stars because of their fancy soda machine whic again was still a pain because they didint have one upstairs meaning customer have to leave their food upstairs and go back downstairs if they would like a refill. To conclude I felt quite robbed for the price I paid as well as felt like I had to wait restaurant quality time for my food only to get overcooked as well food with missing ingredients to what I paid extra for… I wouldn’t recommend this Five Guys to anyone in the area as it’s quality is well below par to the other chains I have tried in King’s Cross, London, for example where the speed as well as quality was second to none. Hopefully they can see this review and maybe have an overview to...

Excessively loud music, overpriced, not family-friendly. I asked very politely if the music could be turned down before I ordered as I was with my young baby son. There were hardly any customers around and nobody behind me. I was told that it would be turned down, so I ordered food. Just under £20 for a cheeseburger, chips and drink. No wonder it was the only place empty. Around 10 minutes later, the music was still blaring, so I asked again and was again told it would be turned down. When I say it was loud - this was not background music, it was louder than any restaurant or record store I've ever been in. It was akin to sitting at the front next to a live music band - which is unsafe for babies' hearing. Waited outside on the busy street, which was much quieter than inside, and took my food to eat at home. Did not feel welcome in this place, and I've previously enjoyed Five Guys at Bluewater and New York.

I honestly wouldn't have written a public review, but after sending feedback privately, Five Guys HQ sent an obnoxious reply to say I waited 9 minutes initially and not 10 (sure, because that makes ALL the difference 🤣), said the music was turned down (perhaps after we left?) and that loud, blaring music keeps their staff happy. If you want this environment, perhaps don't offer to turn it down in the first place? And remove the high chairs, as you are not welcoming to young families. I wasted £20 on a meal it was impossible to enjoy. Won't...

As a delivery driver, I had yet another highly unpleasant experience at your restaurant today. Aside from a handful of exceptions, it is clear that the majority of your staff intentionally and repeatedly treat delivery drivers with blatant disrespect, almost as if they take satisfaction in doing so. This behavior suggests that both your online takeaway customers and the riders who ensure these orders reach them are regarded as unimportant by your team.

Frankly, I cannot imagine that a reputable and well-established brand like yours would endorse or tolerate such conduct from its staff. I have never encountered this kind of behavior at any of your other branches.

As a result, I will no longer accept orders from your branch on any delivery platform. I also feel compelled to point out that this kind of behavior is not only unacceptable but also deeply damaging to your brand’s reputation. I strongly urge you to take immediate and decisive action to address this issue and ensure that delivery drivers are treated with the basic respect and professionalism...