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Five Guys

Five Guys

āž¤ 12 Frederick St, Edinburgh EH2 2HB, UK, Edinburgh, City of, United Kingdom

Food ā€¢ Takeaway ā€¢ Hamburger ā€¢ Establishment


"Bizarre sensation on first bite into cheeseburger. Felt like it was cold but then realised bun was chilled beef patty not as hot as it should be. Returned to server asked if they toast or heat the buns. She replied that they do so I invited her to feel the bun. She felt it with the back of her hand to my surprise said ā€œThereā€™s still a bit of warmth in it.ā€ I then asked to speak to manager was ushered to back of the restaurant. Manager agreed with me the other 3 in my party who had felt the burger. The bun was chilled, not warm, not tepid, not room temperature but chilled in fact super-chilled as if it had been brought out of a fridge a beef patty put into it. No apology. No how can I make this right. Just a robotic and laissez-faire ā€œDo you want a remakeā€ I repeatedly asked him why staff were contradicting a customer on both his, mine the 3 other diners I was with assertion. I also asked if this was acceptable for an Ā£11 burger from a fast food outlet. He would not engage in any sort of explanation or apology just keep repeating ā€œDo you want a remakeā€ When I agreed he asked me what was on it? I replied that it would be on the order to which he asked me for the receipt. I had to go back upstairs retrieve the receipt from where our party were seated. By the time I got back down I was so incensed that I asked for received a refund of Ā£10.95 for the burger from a bill over Ā£55 and still no apology. I have frequented Five Guys in both Belfast London but can assure you I will never set foot in any again following this experience"