Gourmet Burger Kitchen Avis 

Waited over 90 minutes for priority delivery and now told will be another half hour so cancelled and been charged £27 absolutely disgusted. They’ve been ‘wrapping up’ over 65 minutes. You can’t talk to anyone just treated like a cash cow.

I have never experienced such a diabolical level of customer service which appears to a standard offering from the GBK in Stratford (Westfield).
On Sunday 20th October 2024, my partner ordered a takeaway for us in the evening, and by the early hours of Monday 21st October, we were faced with a crisis. My partner spent 4 hours straight sitting on the toilet seat shaking and vomiting into a bucket whilst having explosive diarrhoea. Inbetween that time, we had to balance my access to the toilet which was an absolute nightmare as I was suffering from intense stomach cramps and diarrhoea. As we ordered our meal via the UBER EATS app,  we notified them to escalate our concerns. GBK responded via the app by offering £3 off our next order which was absolutely ridiculous. To make matters worse, we were due to travel to Greece for our holiday on Tuesday 22nd October, however we had no choice but to cancel our plans which resulted in additional costs. We contacted GBK directly and received an email from the General Manager at the Stratford branch. Despite providing details of the incident and requesting for a full refund and updates on our case, we have received no further communication from GBK. Our emails have been ignored and dismissed for the past 4 weeks, therefore we have escalated our case to Newham Council's food hygiene department for further investigation. We have never ever experienced anything like this and would not wish this on our worst enemy.  I will never ever order food from GBK as they do not care about the quality of the food they supply to customers or delivering good customer service. Absolutely terrible.

Didn’t get to the food, tried to charge us 10% for ordering on their app lnstore, and that was the only way to order!

So we just got up and walked out, not paying them for the pleasure of ordering my own food.

Randomly stopped off to eat here, staff were very welcoming and when mentioned my partner's nut allergy they were straight on to it.
Food was recommended and tasted amazing, burgers were cooked to how we liked it and we're very tasty would recommend and be going again. This was in Liverpool one ❤️

Been several times before, always enjoyed and good value. Today had a chicken burger, must have been the smallest chicken in the world! It was so large it was almost covered by a slice of tomato! Extremely poor value for money!!!

Food was delicious!
Service was amazing and though we had small, noisy children with us, we were properly accommodated by child friendly staff!
Thank you GBK East Dulwich :)
We will visit again soon.

Danny you are the best -GBK STAINES .
From the moment we walked in Danny greeted us with a smile and has been so attentive and is so knowledgeable about the food he serves . He has such a wonderful personality and is definitely a huge credit to the company . Thank you Danny for making our evening even better .

I booked a table of 12 for my sisters birthday and when we arrived the staff were completely incompetent and oblivious (barring one lovely female server who went above and beyond) they seemed to give no indication they were prepared for our party even under seating us despite me calling twice to confirm our party size and if they had the resources to accommodate us bringing a birthday cake. The manager who took our order informed us we were unable to use our loyalty cards and they would not be honouring any of the deals they had on the app because they cant do it in store (most deals on the GBK app are for in store and collection only) so we paid nearly triple what we initially anticipated which would have been fine if the food wasn't absolutely appalling. On departure of the restaurant we also saw other diners using their GBK app so they clearly had the facility to accept our app they just didn't want to. We ordered drinks and were informed that the espresso martini was out of stock which was fine so we ordered a porn-star martini instead and upon departure we realised that we had been charged still for a very expensive espresso martini. Every order that came to the table was wrong, the burgers weren't cooked to the correct specifications, the side orders were wrong, orders were mixed up so everybody was eating everyone else's food and having to switch. My daughter ordered a kids meal with chips and a burger and she got salad and her burger and salad were freezing, she has autism and has sensory issues with her food so her dad ended up eating her food as we paid an insane amount of money for our meal and we felt horrendous wasting it. We couldn't even flag a server down to take it back because the manager said we had ordered the salad which was false and he refused to help. My brother in law had grease all over his chair so when we departed the restaurant he removed his coat from the back of the chair and it was ruined from whatever substance was on the chair. I would never eat here again at any chain the standard of GBK has clearly dropped considerably and we ended up still having to eat elsewhere as we were starving. The quality of the food for the price you pay is abysmal and the standard of service is awful. Thank you to the one female server who's name has slipped my mind, the only redeeming quality from this whole experience.

We were welcome by Joe in the Brighton store who made sure we were looked after. His customer service skills were absolutely brilliant. His smile and mannerisms made us feel comfortable from the get go. I would definitely recommend to others to come to the Brighton branch because of our experience

Not only have they removed the sweet potato fries (their best side by a mile) from the menu, but the chunky fries were unseasoned and tasteless. Also, thought I would try one of their smash burgers; it wasn't just tough and dry, but it was literally half the size of any other burger on the market and for the same high price.
Really not impressed with GBK, who used to be the best, but no longer. Would not recommend.
At least the onion rings were still good.

Blimey! GBK has a new menu. Change is inevitable so one must adapt...
I got their Patty Melt with chunky fries for £9.00 (M-F by 5pm). This 'melt' is served on toasted bread. Oh how I miss brioche, please come back mon amour all is forgiven.The patty was a squashed mess of American cheese, bbq sauce and onions. Very flattened. I ate half of it because as disappointing and insufficient as it was, it was still better than a diabetic coma. But only just...I now feel that lament one feels when you realise a food venue is no longer a favourite. Like losing a long term relationship. It's not you GBK, it's me. I dislike what you've become and it's over! Alas,we'll always have the memory of brioche and sweet potato fries! Adieu...

Disappointed, Should of stuck with rival archies around corner.

Ordered Smashed burger blue and side of salad...

What i got was far from what was on the pictures on the tablet on the table, i got the 3 patty version as i was going through the ordering of the burger i had the usual on what you do not want on your burger, so i left it, expecting it to be having gherkins, lettuce etc, then the follow up menu was offering extra's on the burger, bacon, jalapenos, sauce etc,

What i got was only a burger with 3 patties that were half a centermetre thick! in otherwords thin, nothing like the pictures, also on the patty was a small dollop of blue cheese. NO extra toppings as expected!!!

In short it looked like a triple cheese burger from macdonalds! without the toppings!

On a positive note, the side salad was nice and the staff was attentive and answered my questions about preservatives on the bacon etc.

Would i come back, Nope, Never.
If anyone asked what it was like for a burger shop i would tell them, the salad side is nice, but stay away from the burgers, little effort for a lot of money, i strongly believe and hope this restaurant will be shutdown because better burgers are on offer for better value and using similar quality meat for less or similar costs. i am not stating maccies offers quality. btw.

2 Stars, one for the fresh salad and one for the waiter whom served me. - 3 for poor burger which is what your restaurant is about and should be best at.

The one thing I only ever ordered, or wanted to order, as it WAS so good, WAS The Boss burger - double patty, no bun and lots of tasty slaw, online only. Now it's not on the new menu.

Then I realised that the only 2 sides I order have also been removed - the sweet potato fries and grilled halloumi. I can't believe it. Sweet potato fries are such a healthier option, plus some people can't eat potato. As is Halloumi instead of battered onion rings for example.

Badly done GBK, not sure what research, feedback or customer focus groups you did to end up with this menu. One less customer here!!

Ordered the vegan buttermilk chicken burger. My friend suffered horrible stomach cramps 3 hours later, had diarrhoea and vomited all night. Will never go back again. Vile.

Hot honey butter sauce. Taste and colour is Frank's hot sauce. Fully loaded fries bbq sauce absolutely ruins it! Also £5.50 for a coke can size beer. And draught and pint all sold out at 12.45pm. Behave yourself. Used to love gbk. Finished! Last time i come, needs a good look at.

I really like their MIGHTY burger :3

Will not remove my email from database despite unsubscribing several times since March 2024, which is surely a GDPR breach? No transparent complaints procedure on website.

Both waiters that spoke to us were very good to be fair. When we went to the counter to order, the middle aged white man with a beard was not. We found out that there was no draft beer, my son then chose a milkshake. The man behind the counter told us there were no milkshakes, but not in a pleasant way. He then said "We have plenty of drinks" and turned my son's menu upside down, I missed this as I was trying to get the WiFi to work. I doubt he would have been rude enough to turn my menu upside down. I wish I'd seen as I could have corrected him. No apology whatsoever for no draft beer or mikshakes. We ordered and sat down. I normally order a pot of tea and can get three cups out of the pot, I got one and a half. My burger was very small and although tasty, represented poor value for £11.00. Everything about GBK has become worse. Stingy rewards, no monkey nuts, smaller portions and now poor customer service from a man who clearly thought the job was beneath him. I am interested to hear your comments, my mind at the moment is to take my hard earned money elsewhere.

Ordered 2 burgers, 2 chunky chips and 2 homeslaw through Ubereats from Chiswick branch. Everything was fine except Homeslaw which was very salty to the extent that we could not eat it and threw both away. In previous occasions the Homes law has been fresh and tasty. I don't know what happened this time. You may want to look into this. Of course refunding of 2 x Home slaw cost will.be a good way forward. Thanks

This is a review of the Leamington Spa branch. Chose this place despite being surrounded by other eating establishments. Left very disappointed and deeply annoyed. Firstly as a wheelchair user it was impossible to safely navigate the restaurant because it's crammed full of as many chairs and tables as possible. I had to push about 5 tables and their chairs aside to be able to have enough room to get to a booth. The staff just stood around watching and didn't bother to help. I ordered via the QR code on the table and paid for a CBD drink at £3.95. The server came over saying it wasn't in stock - yet other things that weren't in stock were greyed out on the order website. So I ended up having to have a coke - wasn't offered a refund for the difference in price. Was given a glass that had obviously just come out of the glass washer as it was very warm. Asked for a cold glass and waited 5-10 minutes whilst the server milled around mostly chatting to a co-worker, not doing much before bringing it over.
The burger itself was tasty but it's also very expensive for what it is. It also DEEPLY annoys me that they add a tip automatically to your bill and you have to opt out - and when you do opt out it shows you an unhappy face! This really got on my tits. This is the UK not America. You're overpriced as it is and even if you weren't the service was dreadful and you wouldn't deserve a tip. You get nothing included other than the burger - absolutely everything else was extra so it's actually very poor value.
When I left I was yet again left to push chairs and tables out of the way from my wheelchair to be able to get through the restaurant and again the staff just stood around talking to each other.
Will never come here again and the way you treat disabled people is downright disgusting.