Five Guys UK Reviews 

Got to be THE dirtiest place to eat in Liverpool (Liverpool one). Went in a couple of weeks ago, it had a pigeon inside and no one cared at all. Strong smell of urine upstairs coming from the toilet and every table was filthy. We literally had to bin the food and leave. Honestly stay away.

We ate at their Birmingham Resort World restaurant after attending an event at the NEC on Sunday 25th January, and I advised their customer service and their MD John Eckbert about our experience that was so awful that I felt I must complain and let their MD about this.

When I went to the counter I did check that they were still open for eat in & I was told yes. So 4 of us ordered and the total spend was an eye watering £92.80. We were firstly surprised what the cost was but you were open & we were hungry, so we continued with our order.

There was a table of 5/6 waiting for food and then us. a few more people came in after us. One ordered a full meal & got his food sometime before us & 2 other people came in and got their drink & shake long before us.

The food took a very long time, what I could see that the Deliveroo riders were walking in and collecting order & then I realised they must have been getting priority over us.

When our food was finally ready, perhaps we waited around 20 minutes, our milkshakes hadn't even been made - normally you get the milkshake quickly, certainly never after the food.

I got the food and another of our group waited for the shakes. When he was passed them he was told we'd have to move outside because they were closing - please see me point about how I checked they were open and able to serve us before closing.

We sat down and ate our food only for the same member of staff, a black guy with a beard to come back over and abruptly order us outside. So begrudgingly we started to gather our half eaten meal to take it outside, only to then hear him saying loudly something like: it's common sense innit, I say we're closing and you have to get outside so we can close. He didn't care that we heard him at all.

so we moved outside to your seating area and it was absolutely freezing out there, I guess there was no heating on in the centre & also there was a horrific draught. I have a liver condition where if I'm cold I feel quite unwell & I was feeling this within seconds. And of course our food went stone cold as soon as we sat down.

So to recap, we spent nearly £100 on 4 meals, we checked there was time to be served and eat, they gave priority to the Deliveroo orders and made us wait until last & then demanded we sat outside in the freezing cold - it was 3 degrees on Sunday night outside, so inside with no heating I believe the temperature was close to that.

Basically, they gave us a very poor experience and overview of their company & this awful experience has left me feeling that we should be offered a full refund

The staff at this branch need some retraining, that servers attitude was appalling.

they responded with:

Hi Alan

Thank you for getting in touch with us regarding your visit to our Birmingham Resort World store.

Unfortunately, upon investigating this with the team on shift and CCTV, I was unable to match up all of the events as mentioned.

I can confirm that you ordered at 9:35pm and received your food within 14 mins at 9:49pm. The standard waiting time at Five Guys is 10-12 mins as everything is cooked to order, and there was a slight delay due to the size of the order. You received your milkshakes within this time.

You sat in the restaurant to eat and remained uninterrupted until 10:20pm, 10 mins past closing time. This is when a crew member politely approached you to ask if it was okay that you sit outside. You agreed with no issues - the manager overheard this conversation and can confirm. You also thank the crew member and the manager on your way out, which we can assume means you had no issue with this request.

Whilst I appreciate the frustration in having to eat outside, our team had a right to ask this as the store was closed. You were not treated rudely by the team and we cannot see that the crew member made the comments you stated.

Therefore, we won't be offering a refund on this occasion.

Apologies for any inconvenience caused.

Thanks,
Customer Service Team

I asked them FOUR TIMES for the video footage they claimed to have and I NEVER got a reply from them.

so they're clearly liars, there is no footage & as I'm in it I feel I have every right to ask for it.

My suggestion is that everyone avoide this useless companies of liars with bad attitude staff. And I never had a reply or acknowledgement from their MD, he read my emails but must care so little about their company that he can't even be bothered sending a reply.

A lot of staff there so I got my order very fast.
Staff were very polite.
Overall good experience
Would recommend

Don't go here, horrendous customer service.

Milkshake was wrong.

Burger never came and wasn't even made until I had to prompt them - somehow the order got lost?! And then when they finally got around to it the burger was wrong.

No apology offered.

Contacted customer service and it appears they don't care either.

Waste of money.

I had been waiting nearly 6 hours for my delivery and haven’t been offered a refund

Ordered today whilst visiting Sheffield via Deliveroo, to my hotel. Took over 1 hour for delivery to arrive and chips were stone cold. Got a refund from Deliveroo of £1.29 the delivery fee.

I was severely disappointed with everything my grilled cheese was burnt and cold

Got horrendous food poisoning from eating a hotdog from here. Will not be eating from here ever again, it was clearly undercooked & I have been in excruciating pain for days.

Long live burger king

Ordered on the 19/02/2026 from the Mersey retail shop Came with no milkshake phoned up conversation went “nothing to do with us you ordered on an app”. It was given to the driver but the driver had shown me in his car when I said “no milkshake” there was nothing in there. This has happened twice now items missing and there attitude stinks.

First and last time I will ever visit 5 Guys. Family of 4 all now have bad guts - £58 for the privilege.
Too noisy
Order came out wrong
Not worth the extortionate price.

Please don't waste your money on these people!

The stoke on Trent store store took my order via Just Eat. when the food costing £52 for two burgers and fries arrived, majority of the order was missing. I immediately contacted Just Eats and the store who each passed the blame to the other, with the blame eventually falling on me the paying customer with no food. If you are going to use a delivery company that steals food and put your brand name to it then at least be responsible enough to deal with customer complaints. Will never order from you again and hope this helps others not to make the same mistake.

Order 783607762

I’ve now had three separate Uber Eats orders from Five Guys Orpington where items have been missing — most recently a drink again.

Mistakes happen once. Twice is concerning. Three times is a pattern.

What made this worse was the way it was handled. I called the restaurant and spoke to a staff member named Jon, who was dismissive and condescending. Instead of offering a refund or resolving it properly through Uber Eats, I was told to “drive down and pick it up” myself — despite having paid for delivery. When I explained that wasn’t reasonable, he laughed and offered no assistance.

Beyond this specific incident, the branch itself often appears unclean when visiting in person, and staff presentation has not always inspired confidence. For a premium-priced fast food brand, you expect higher standards — both in accuracy and professionalism.

This isn’t about the cost of a drink. It’s about consistent service standards and basic customer care.

Unfortunately, this has been the poorest Five Guys experience I’ve had in the UK.

I would rate it as shit!!! The so called manager Jack who refused to give he’s name in the upper st branch is as useful as a chocolate tea pot! (Shit) after trying to show him a good review I posted previous he brushed me aside cause apparently he had a big mc d chip on hes shoulder cause I said he wernt very customer oriented but Melinda & Madu were amazing & proper friendly and welcoming same as the other manager with the blonde hair, she’s lovely to, I’m the customer who gave tips & tried to get tip jar back cause most of the workers do amazing work, but I won’t be going back in sad to say, unless Jack whoever he’s 2nd name is gets sacked or moved on to a less demanding job! Il be honest, I would not let him walk my dog he has no ppl skills let alone animal ones 👎🏻

1 hour later , 2 cold burgers and fries turned up on my doorstep. It was fit for the bin, what a disgrace. This franchise has gone down hill quickly.

LAZY STAFF. The waiting time is soo long bcz the employees chitchats

I ordered a milk shake, on finishing the shake i thought I could taste bacon, I am vegetarian so definitely would not have requested bacon in my milk shake, when I looked in the container it was full of bacon at the bottom, I was mortified, on the list of ingredients bacon was not listed. I wrote to head office 4 weeks ago and have heard nothing. Which is dreadful customer service.

My last two visits to this company were not good, and I vowed to never shop there again, but the young guy who served us, I told him about those previous experiences and he apologised which is more than what previous managers offered, to give credit where it was due our server followed through on his promises,the food was good the portions were what we were use to from many previous visits, the only criticism is £40 + for burgers fries and milkshakes is quite high!

Stopped to buy the new Winnersh Five Guys to buy a little cheeseburger and chips for my two grandsons & a milkshake - £40 - chips were mediocre and enough for six people -the eight year old didn’t eat the burger as he didn’t like it - I will not being popping in here again

Ordered our food and waited,came in a brown paper bag, asked where the plates were (as we were eating in )or something to eat on and informed they didn’t do plates, so asked was I meant to eat off the table looked at me as if I had two heads.🤬 what a joke never again.