Five Guys Burgers and Fries Cardiff City Centre — Restaurant in Wales

I visited this branch on Sunday 12th December and downloaded their app and ordered there. My payment went through and 119 and I was asked to approach the counter at 129. My two sons were hungry but waited patiently for their food. I approached the counter at 130 and the lady asked for my order number and I said I ordered online - she did not seem to understand what I was saying and said they need an order number; again I explained I ordered online and I was told to approach the counter; she then understood what I said and asked someone. The food was on the back bench and waiting to be wrapped. When the food eventually arrived at 140 the fries were cold and the cups for our drinks were missing from the order. Again I had to approach the counter and ask for the cups - obviously no one checked that the order was complete or correct. The server said he would get the manager who although I tried to explain my poor experience he then said I tried to apologise 3 time (whilst I was talking) you didn’t listen so he walked away - WHAT?!!!! When did British customer service go downhill so much - oh yes Five Guys is American so customer service does not matter.

I have visited Five Guys in many locations around the world and never experienced this poor service.

I did raise my feedback online and the response was met with: Kelly,

Thanks for reaching out to us.

We are sincerely sorry to hear about the issues with waiting times at our Cardiff store. The customer experience is at the heart of Five Guys, so we can certainly understand the disappointment this may have caused.

To explain, our online orders are printed to the kitchen 10 minutes before the allocated collection time to ensure that it is fresh for your arrival. As everything is cooked to order at Five Guys, it will usually take between 8 to 10 minutes for food to be prepared.

Upon investigating this with the store, we can see that there was increased demand at the time of your order, and a few of our customers had to unfortunately wait a little bit longer to receive their food. We appreciate the frustration this may have caused, and can assure you that our crew was working hard to meet demand whilst still maintain Five Guys quality.

Rest assured, this has been shared with the management in Cardiff who are working to make the relevant improvements, and ensure that we adhere to Five Guys standards at all times.

We would like to thank you for bringing this matter to our attention. Customer feedback is really important to us at Five Guys as it allows us to continuously learn and improve, so we really appreciate you taking the time to contact us.

Our apologies again for the inconvenien I then responded with: It was more than the delay it was the general attitude of staff The fact that the fries were not even hot or warm to constitute waiting The attitude of the manager The fact part of my order was missing or is this how all online customers get treated? As a “tourist” to Cardiff I certainly know that Five Guys is not a place to recommend in Cardiff and as Cardiff also have a major Airline that was flying from the Middle East prior to Covid I would make it known to friends and family that would be flying from Qatar and other GCC states to avoid the brewery Quarter branch

To which I have had no...

My daughter left her phone on the table after dining inside last Saturday. An hour later she returned as it was the last place she remembered having it. When she asked the staff they told her no phone had been handed in or found. She checked area where she was sitting but nothing. She was then told to leave. Outside the place she locked the phone using her boyfriends phone and located her phone using find my phone. It showed it was inside Five Guys. Staff on the door refused to let her back inside.Only when she told staff the phone was in the premises and she would call police, Staff went to get The Manager, he told her to describe it, which she did, he then reached under the till counter and gave it back. My daughter was clearly lied to by Staff, until she had locked and located her phone she was told no phone had been found. Dishonest, lying, thieves. I have reported the incident to their...

I'll give Five Guys 3 Stars. Why only 3?

It's a bit nicer than The Scottish Restaurant and the Royal Burger but a little bit more pricey. However, the bun, patty, relish and chips are superior. It's much more like a burger from a diner in the USA. It's cheaper than the hipster burger places in London that pop up in East End Pub carparks, or the foodie markets that are a bit over the top for most people. This is a chain not a Boutique burger joint. You can customise your food and the permutations are enormous.

Overall I'd say it is along the lines of Eds Easy diner without quite as much 50s Americana - especially now that Eds have reduced the size of their portions and closed well over half their restaurants. A great place for a children's party.

One drawback though is that this is located just off quite a sleazy street so would not be pleasant in the late evening....