Gourmet Burger Kitchen (GBK) — Restaurant in London

This restaurant is somewhat confusing. I arrived, waited where the signage told me to so I could be seated. I was promptly shown to a table by a polite waiter and given a menu. 20 minutes later it transpired that to order it was basically self-service with you having to go to the till to order. Nothing on the table/menu instructs you of this. When trying to use the app for the loyalty points when ordering I was told it might be too late and that the points may have to be added when the next customer ordered. Advice to see the board for further options was difficult given the only board could not be easily seen from where I was sat. Continuing the self-service theme my drink was then brought over by a waiter. A few minutes later so was the food. Or at least I think it was - the menu had been taken away and I couldn't quite identify what everything on the plate was. After that came the scrabble-themed signage to the facilities which is completely incongruous with everything else. If the prices were lower turning a blind eye to much of this might be easier since most of this could easily be fixed with minor tweaks but otherwise an overall experience with potential that falls well short of what's...

I normally have good experiences at GBK restaurants, however on this occasion they dropped the ball several times. We were seated pretty quickly and it didn't seem too busy. I ordered food and drinks and then we proceeded to wait 15 minutes for our drinks. I could see my milkshake sat on the counter and the cooks rang the service bell multiples times but there only seemed to be one waiter (rushed off his feet). The manager even walked past it a few times but she didn't seem to want to take food and drinks to the table at that time. Eventually she gave in and brought it over.

The food arrived shortly after that however my burger wasn't cooked as requested (it was well done rather than medium-rare) and I had to wait for 10 minutes for the gravy (I got the new Christmas burger), by which point I was more than halfway through my meal. Thankfully as soon as we were finished we could leave, however after leaving I realised that I had been charged for my drink, fried and burger separately when they were supposed to be part of the bundle.

As I said to start I usually enjoy meals at GBK, but this really wasn't a good experience and I would recommend avoiding...

One person dine in, Thursday lunch 1:30pm, not busy. Burger and chips - £14.55. The cheese burger with onion ring & chipotle sauce (called Taxi Driver) was a 6/10 - decent, not amazing. Requested medium rare, received medium sadly, overcooked a tad. Burger stayed together nicely with toasted buns, although my top bun was larger than my lower, I had mismatched buns. Skinny fries standard, nice, went well with the chipotle sauce which I requested (not charged). Longish wait considering not busy and only one person (20-25 mins). No salt or pepper, had to ask for condiments/sauces. Nice large bottle of filtered cold tap water provided. I noticed a table across from me (6 people), one person had their burger at least 15 mins before anyone else, and they had to politely just sit staring at it go cold until the rest turned up. Friendly waiter. Small restaurant, not much atmosphere. Overall, the burger was mediocre, and not great value in my opinion, I think £14-£15 can go further for a better burger elsewhere. Quite a weak effort on the Halloween...