Five Guys UK - Kings Cross Reviews 6

My backpack went missing at Five Guys King's Cross on 01/02/2026. Staff confirmed the following day that it had been found. Over the next two months, I was strung along with promises of reimbursement — including being asked for my bank details — only for the company to later deny responsibility and claim the bag was found empty.
My bag was never returned to me. I have now filed a police report. The way this was handled by both the store and the UK customer service team was deeply disappointing and I would not recommend this location to anyone.

I am a first-timer coming to the Five Guys restaurant, and upon walking through the door, I got a fusty smell. Anyway, when ordering my food, I got a double cheeseburger with chips (sorry, fries) and my partner's food as well. When checking out, it came to £61.00 with two drinks. First of all, what a joke! McDonald's is £40 cheaper. What a rip-off this place is! Then, sitting down for food, the fries were not even cut properly; the skin was still left on them. Then came the original Coke; the Coke was flat; it wasn't even fresh. Then came the food. When opening up the foil container, the bun was crushed to hell; it was like it went through a garbage disposal inside a waste truck, seriously though. And the burgers themselves were dry and full of grease, even when touching the foil. The only good thing about this place was that it was really clean and tidy, and the two stars were generous.

The quality of product, service and ambiance is too low in relation to the price point.

Someone fouled up my order, burger missing, when I pointed this out I was made to feel as though I was lying. Shift leader did provide the burger I asked for, but didn’t apologise for their error. Mistakes happen, especially when it’s busy but it was their fault & they have a lot to learn about customer relations. Certainly won’t return to the Kings Cross branch in London.

Great service and lovely staff especially from a lady called Faith in the King’s cross storex

Called in at the kings cross branch on my way home. Long story short the cashier noted the order wrong (didn’t note down ‘bacon’ cheeseburger) and then the kitchen staff didn’t put any of the toppings or relish on (which were on the order receipt). I ended up with a burger pate and a slice of cheese in a dry bun owing to these two separate mistakes. The burger was so bland and not enjoyable. The whole point of five guys is the customisation angle of your burger. Didn’t know any of the mistakes until I was on the train home unwrapping it so couldn’t get my order corrected in store. Complained via the feedback and they just said thanks for the feedback, we’ll feed it into a briefing and didn’t offer to recompense me in anyway on my next order. Considering I spent £20 on the burger and if I was in store they’d have made it again (correcting their mistakes) I find it incredible they’d not offer to apologise to the customer and provide rectification next time around. I basically paid for something I did it receive, surely common courtesy is to address this point?!