I've eaten at some decent Five Guys but this time the burgers were really poor. Contents really cold, cheese completely unmelted. Spent £108 on this occasion and when raised the issue with Custom... See more
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
Very, very expensive and not a particularly nice burger. I had the smallest burger, chips and drink and it came to over £20. I waited ages for it to be made even though they weren’t busy and when it a... See more
The fries where amazing,the workers are very cheerful, kind and well spirited. And my burger was not messy. It is a good fast food chain to take your family to. The bathrooms where clean and fully aut... See more
Company replied
During a London stay and on the advice of our adult children we thought we would try Five Guys for food before going to the theatre We ordered two veggie sandwiches but one with specifical... See more
Company details
Written by the company
An American fast casual restaurant chain focused on customisable burgers, hand cut fries, hot dogs & shakes. Only premium ingredients are used, everything is made fresh to order and nothing is ever frozen.
Contact info
9/11 Villiers St., WC2N 6NA, London, United Kingdom
- 02079309860
2.5
Poor
6 reviews
Replied to 18% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Do not recommended at all, very disappointing
Tried this place for the first time on a Saturday night. Bacon cheeseburger cost more than £11. Very disorganised. Burger was dry, lukewarm and meh. Totally not worth the cost, would not use this place again. Junk food for restaurant prices. The feedback provided is clearly just standard response and doesn't address the poor quality of the food, just attempts to justify the excessively high price.
January 10, 2026
Unprompted review
Reply from Five Guys UK - Charing Cross
Thank you for taking the time to get in touch regarding your concerns about our pricing.
We feel that we offer great value for money, given the high quality and care we put into our burgers, fries and whole menu.
There are no freezers in any of our stores. We also only use fresh and premium ingredients, which are prepared by hand each morning by our crew, to ensure a high-quality product.
We’re also unique as everything is cooked to order, serving you fresh food with customisable products to make sure your meal is exactly how you like it. In short – we are obsessed by creating the best burgers and fries we know and feel the only way to get there is through combining the best possible ingredients with great in-house production, training and cleanliness standards.
Thanks again for taking the time to share your concerns and we hope that this explains more about how we do things and why our prices are what they are.
Really poor burgers
I've eaten at some decent Five Guys but this time the burgers were really poor. Contents really cold, cheese completely unmelted.
Spent £108 on this occasion and when raised the issue with Customer Service they couldn't have cared less. It's fine when things go wrong, it happens! It's not fine when your so called 'Customer Service Team' refuse to acknowledge issues or offer a solution.
Will be avoiding Five Guys in future.
November 29, 2025
Unprompted review
Very, very expensive and not a great burger.
Very, very expensive and not a particularly nice burger. I had the smallest burger, chips and drink and it came to over £20. I waited ages for it to be made even though they weren’t busy and when it arrived the bacon was cremated and inedible.
November 3, 2025
Unprompted review
Lunch friendly
The fries where amazing,the workers are very cheerful, kind and well spirited. And my burger was not messy. It is a good fast food chain to take your family to. The bathrooms where clean and fully automated. Plenty of seating.
January 11, 2025
Unprompted review
Reply from Five Guys UK - Charing Cross
Hi Atticus, thank you so much for your kind feedback. We're glad to hear you had a great Five Guys experience, and hope to see you again soon.
Charing Cross awful 'dining' experience
During a London stay and on the advice of our adult children we thought we would try Five Guys for food before going to the theatre
We ordered two veggie sandwiches but one with specifically no pepper or onion, I am allergic to pepper and dont like onion, I was very specific with my ordering, emphatically asking them to leave those things out out
Obviously we waited a fairly long time but the restaurant was busy and that was to be expected on a Saturday night. My husband found a table downstairs and I waited for the food
When I opened the bag I had received two veggie sandwiches with standard fillings, including pepper in both. I immediately went back upstairs and spoke to a member of staff who I have to say was lovely and was very apologetic; he ordered another veggie sandwich for me and gave us more chips for free. The wait was even longer than previously but I took my bag downstairs to my husband who had by now finished his own food
When I opened the bag yet again I had been given the veggie sandwich with everything in, including peppers...unbelievable!!
I sat eating a voluminous amount of cold chips, (I couldn't eat the spicy ones I'd just been given!) my husband had two veggie sandwiches, disgusting
Honestly, really awful for £25 and not something we would repeat
The only redeeming part of this experience was the lovely guy serving out the orders, I think he said his name was Georbli?
When I complained I received a QR code for a free hot dog or burger...
This company needs to up it's game in the current climate or it's going to become a casualty like so many others...in fact it probably needs to make way for some thing decent!
November 12, 2022
Unprompted review
Really good service from kawan
Really good service from kawan , really pacient and kind 👍👍
October 25, 2022
Unprompted review
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.