Five Guys UK - Glasgow Braehead Reviews 4

After paying £88 for an order at five guys it was a great dissapointment when my son found human hair in the fries. The answer we got from the manager is that even though they take the necessary precautions it sometimes happens-unacceptable. Contacted customer services and they said that they won't do anything as the manager refunded the fries. No beards covered by staff. In my opinion avoid at all costs as unhygienic finding hairs in your food

This is a review I did not want to put up, but due to the poor response from Five Guys customer services team after filling out the feedback form, their lack of empathy and their lack of focus on the customer and more on the details of the order so they could identify the employee, just left a bad taste in my mouth. Just feel very disappointed. Review below…..

Firstly, before I mention my issue, I just want to say I think Five Guys in general is great. I have been a loyal customer for over 8 years dinning typically once a month.

Today sadly, I was left a little disappointed. Ordered what I typically get every month (burger with fries) but this time with my wife. The potion size of the fries was somewhat lacking compared to the last 8 years (FYA the pics). I appreciate Five Guys have always been pretty kind with the fries it normally serves, but this felt a drastic change from the usual. If it is the case policy has change in portion size, I totally get it. It just seems quite a big change from the last time I had Five Guys in Silverburn, Glasgow 3 weeks prior.

It just felt very disappointing and not much more that a regular McDonalds portion. So much so, the meal just did not have the same usual, and wonderful satisfaction I normally get. In fact, I feel embarrassed to say, I still felt hungry.

I appreciate you might wonder why I didn’t say anything in the restaurant. I just don’t like doing stuff like that. I feel embarrassed. However, after a couple of hours since leaving the Five Guys in Braehead, I can’t stop feeling disappointed.

I apologies about the moan. I really do love your establishments. Best burgers in the UK by a country mile for me! It’s the reason I come back regularly. The last visit however, just soured my view of the brand slightly and made the value of the meal not so great, especially when we sat beside a billboard showing overflowing fries (see pic).

If it is the case policy has changed, it won’t stop me coming back for burgers. I guess I will just stop buying the fries.

Yours sincerely

Andy Ferguson

IN RESPONSE TO THE REPLY COMMENT:

Dear Five Guys Customer Service,

With regard to the ongoing email correspondence regarding my recent feedback, I believe you may need to review the facts, your emails, and internal responses. I have responded to every email received. In fact, your internal team has even replied to my responses. However, all the additional emails I received seemed to focus solely on gathering information about the order.

With the bulk of your emails only requesting details such as the order, costs, time, and date, what else would one assume but that your primary interest is in identifying the employee involved?

Once again, it seems you have missed the point of the feedback form, which is to address the concerns of customers—not to send multiple emails requesting irrelevant order details.

Regards,

Andy

P.S. Changed from 2 to 1 star simply due to the poor ongoing customer service

Extortionate beyond belief! A really nice burger and chips but nowhere near worth the money. As much as I like the food, I can’t justify going back due to the prices. Even if I was starving or rich, I’m not daft enough to pay what they’re asking.

The food is fantastic, the service is always perfect and the choice of toppings on an incredible burger are excessive but excellent.

I am not sure what people expect however the burgers are always absolutely perfect.