Five Guys Burgers and Fries Solihull — Restaurant in Metropolitan Borough of Solihull

Don’t usually do reviews, but this one deserves it.

I ordered a delivery - two burgers and a large chips. Both burgers turned up wrong (1 worse than the other for what it’s worth). I called the restaurant and after some back and forth, the manager conceded they were wrong - no real apology at any point. I was under the impression, as I’ve paid for delivery, it would be re delivered - I waited an hour, no burger, and called back. Turns out, despite already paying for delivery, I need to go collect my new burger from the restaurant - this could have been communicated more clearly but the end of the call was abrupt from Five Guys - really bad customer service.

I turn up to the restaurant and ask the manager why he couldn’t redeliver the order, he explains ‘they can’t, but I could get a refund’ - thanks Mr Manager but if I do that I’m still back to square one… hungry, genius. Still no real apology by the way.

I’ve taken the liberty of bringing back the wrong/unwanted burger - but ‘he can’t accept it’, what do you want me to do with it Mr Manager, I didn’t ask for it in the first place? I start thinking this must be a wind up surely?

I ask for the correct burger and sit/wait - no offer of a drink or anything whilst I wait for this burger I ordered 90mins ago and paid for delivery for which I’m now collecting, just a hostile environment - where is the customer service?

The most frustrating part about this is Five Guy’s answer to them delivering the wrong food is ‘get a refund’ - no attempt to correct their mistake or apologise. Absolute shambles really. I recommend you try another place to get your burgers - it’ll save you some money,...

I went to five guys in touchwood for the first time yesterday with my wife and young daughter, only because TGI fridays was closed due to maintenance work taking place, and since I heard good things about Five Guys I thought it would be a better option than Mac Donald’s and the like.

I’ll just keep it short and simple, my experience wasn’t great to start with as there was a problem with their debit card machine, it took 3 separate people to come and have a go and getting it working when finally I was told to move over to the other till, where they finally took my payment.

The fries are very nice, better than Macdonalds easily, the burgers are also better as there’s nothing added to them, just pure beef burgers, unlike the macdonalds ones that have added rubbish to make you go back for more! However I still rate TGI fridays burgers higher than five guys, in my opinion, just more tastey really.

It was clean and tidy however I found the restaurant to be abit cold, it was a nice sunny day outside, around 19c so it was comfortable wearing a T-shirt outdoors and indoors, but felt cold while eating our food.

And the milkshake, abit like the burger, it was ok but again TGI fridays milkshakes are better tasting.

To sum up, I would rate it average, 3/5 stars as above, better than Macdonalds but just falls short of TGI fridays for me.

I will not be going back there if I’m honest, I’ll stick to TGI’s(especially as it’s less than a minute walk...

I came in on the 28th April with my son as it was his birthday.I came inside and I noticed straight away.The place did not smell fresh.It smelt like the butchers..We ordered burgers and chips.

I opened up the bag the food came in.The burgers was wrapped up in foil alongside the chips.Abit put off when I unwrapped mine.As the steam wilted my lettuce and also it was messy trying to work out where to put my food..

It would have been better if the food items were put on a tray..

The Chips were nice and so was the burger.I ordered the relish to go on but there was not much of it So I put some tomato sauce on which made it taste alot better.

My son enjoyed his meal.He doesn't mind what he eats.Food is food to him.

Cold drinks were nice.I had pepsi and my son had a nice peach Fanta.

I work in a food environment myself. Just a quick suggestion.please make sure tables are clean etc and floors etc

Your restaurant smelt funky🤢I was going to walk away.It was my son's birthday.So I didn't want to let him down.

I am sure not all five guys chains are like this.

I won't be coming back to your five guys.

Very...