Doug's Hamburgers — Restaurant in Manchester

If Doug’s Burgers has nailed one thing, it’s got to be the branding. Alongside cool scandi vibes for the interior, it has all the hallmarks of a must visit spot. I’d seen several great social media posts and was intrigued to check it out for myself. Great branding gets people through the door, but it’s excellent service and food that keep people coming back for more. Sadly, Doug’s missed the mark on the basics.

The problems are small but soon add up. The self-service kiosk was easy to use and allowed me to customise my order in a roundabout way, but was left unsure about the drink. Was I supposed to help myself or wait to be handed a cup when collecting my food? Do I wait at the collection point for my food or will arrive at my table?

The staff weren’t rude, but they lacked any genuine customer service friendliness. A simple smile and a “enjoy your food” goes a long way. Instead, when my name was called to collect I was met with someone’s back and had to ask if the order was mine. Other customers didn't fair better as I sat and watched things unfold. One customer even made light conversation about how they really enjoyed the meal, but was half heartedly listened to, as one of the staff members appeared more interested in their phone. Manchester isn’t short on great burger spots, and making people feel welcomed is key as first impressions really do matter.

Initially the food looked promising, but the disappointment set in as soon as I unwrapped the burger and realised the order was wrong. Staff were apologetic and replaced it quickly, but it wasn’t busy, so mistakes like this really shouldn’t happen. The replacement burger was fine, but nothing special, it certainly wasn't living up to its claim of being “a better burger.” The fries were the highlight if I had to pick, nice and crisp if not a little too well-seasoned. Which coincidentally reminded me I still had a drink outstanding as the thirst kicked in from the salt. It's hard for a venue to get drinks wrong, but no ice Doug's? Instead I made myself a lukewarm cola after helping myself.

Wrapping up the meal was just as confusing. There was no clear system for clearing trays, and those that did find some bins found they are oddly too small and low for practical use. Learning from others, I ended up leaving my tray on the table as the safer bet.

Doug’s has the potential to be a hit. The branding, location, and social media buzz are all working in its favour. But what happens once you’re through the door is key. If management spent just a few hours observing customers, they’d soon spot these issues and more. Iron out the basics, really nail a stand out burger and provide knock out customer service from the moment you step through the door until leaving and Doug's could be a hit.

For now, I won’t be back. Manchester has better burger spots at a similar price point with better...

Let’s start with the positives: the guy who takes your order is exceedingly nice, although it was difficult to understand what he was saying but this could be because of the local intonation rather than anything else. All, That’s it for the positives. I went for a take out of a burger royale and fries and a coke. For dinner. I paid 15 quid. The place is quite empty ( Saturday evening) and dimly lit. And I mean even at the counter there is no light and everything is difficult to see, including the drinks machine that you are supposed to use to refill… not that the refills are advertised anywhere. Not the place I would bring a friend or a date, chairs are solid metal with wired supports and no cushions that dig into your flesh while you sit, so it is very uncomfortable. The food was ready in a couple of minutes. The food came in a generic paper bag quite tiny, chips came in a tall paper cup ( not full) and burger came in a piece of aluminium foil, badly wrapped with bits and pieces spurting out. Went back to hotel to eat, 30 metres away, after having opened the aluminium foil a very sorry burger came out with blackish unidentified bits shooting from the bun in every direction. After the first bite I decided that was also the last. The blackish things turned out to be a mash of meat, burned cheese, pickles, cheap fat and onions, the taste was absolutely revolting. While the outside is burned the inside of the burger is little cooked and it is there where the true horror lies… the cheese is truly something I never have tasted before… it is simply inedible with the smell of rotten milk and raw cooking oil of the cheapest sort. In the bin it all went. Chips are decent enough although very salty and excessive seasoning make you feel you are eating a plant of oregano and rosemary. Anyway. I seriously would consider anything else before you...

I tried this place as I love to try new burger spots. I went in. The place looks pretty dark. Zero customers in the place. Two ladies on the shop floor (21/01/2025) and one guy in the kitchen. You can clearly see the kitchen and the grills. It's good to watch the food being made. I ordered a £6 single burger to try this place out. I paid and was looking to see the famous smash patty press with the onions! Nope. Nothing happened. The guy in the kitchen opened a warmer draw. Took out an already cooked dry patty. Placed the patty on the bun (very soggy bun) wrapped everything and threw it in the microwave with the wrapper. I asked the lady with the glasses behind the till "do you not make burgers fresh to go?" She said no we cook them and keep it in a warmer. How disgusting is that? If I want that I'll go to McDonald's. Heck even McDonald's freshly grill some burgers. I appreciate if you are busy you make a bunch to keep warm to keep up with demand. But if there is only one person in the shop surely you have 3 minutes to cook a burger. The smell of this dry burger was repulsive. The taste was horrendous. I could smell what can be described as beef fat and paper wrapping that have been heated. How can you be so lazy not to cook a burger fresh. Even when I tell the staff why aren't the burgers freshly made they said "we have some burger in the warmer". As if to say "were not gonna waste those" Why can't you say "would you like us to make you a fresh one instead" Terrible Burger. Terrible experience....