Five Guys UK - Swindon Avis 8

Absolutely appalling customer service and one particular rude member of staff, we had a free fries voucher and had ordered a burger and drink. The app said “this voucher entitled you to one free portion of little or regular fries with the purchase of any burger hotdog or sandwich, excluding kids meals when a valid five guys rewards QR code is scanned” once we scanned said QR code on self service till, we we’re not given said ‘free fries’. When we queried about this, we were met with the most disgruntled staff member who clearly wasn’t taught any respect, he said “you can’t just assume thats how it works” when we were following instructions on the app and was not aware we had to ADD the fries manually to the order to get them for free. If only we had been given good customer service we wouldn’t be writing this review. I’m sure this is not how you were trained on your induction. Treat customers with respect and perhaps we would be more understanding on how the system works. This seems to be a reoccurring issue with this particular store as we were also shouted at by an employee not too long ago. I hope that this attitude is sorted and not carry a chip on your shoulder about life. Don’t be sorry, Be better.
(Swindon Designer Outlet)

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

Staff were amazing and food was incredible. Best five guys around here!!

Poor quality food and terrible customer service. Swindon Outlet Village.

Firstly, the food was poor - fries were ok but burgers were cold and unappetising. I complained and you would expect a reasonable customer centric response. But no it was arrogant, rude and patronising explaining how I was wrong about my food and the person responding was right. Awful and totally poor experience.

I think explaining how a burger is made and how it could not possibly be the case the meal was substandard is a whole new low for a brand who should care about their customer experience not justifying at all costs!

Here are a couple of snippets from their response so you can make your own mind up!

From checking back with the team, we can see your order was prepared within our standard waiting time and to Five Guys standard as due to the high demand, items were constantly being cooked and served.

As such, we believe the team in Swindon adhered to all standards when preparing your food on this occasion.

We hope this explains more about your experience.

And:

As explained, we mentioned the waiting time as you stated the burgers were cold. This could not be the case; as it was busy, food was being consistently cooked and served from the kitchen, hot off the grill. What you may experience as cold in the burgers is the ingredients which are stored and served at a temp of 5 degrees. As the food was served within 10 mins, we can confirm this is the case.

Deliveroo driver ate my burger! Then stated that couldn’t find my address then said left it at a hotel.(I’m not at a hotel) Went on deliveroo chat and they basically said hard luck kept ending the chats, called and got a refund, never been so appalled about a service in all my life!!!!!

Rude management and poor service, o think hygiene is an issue at this place.

Dwayne at the Swindon store was great! Our milkshakes got mixed up and after alerting him he got us brand new ones straight away. The food was great too and will recommend the Swindon store to anyone!! Thanks again

Beat the queues - NOT
I decided to order from the website that says order online and avoid the queues, so away I went. Now I know the Swindon branch is new and busy, but I put my order in with a collection in an hours time.
I went to the outlet and had to queue with everyone else, so straight away I was not able to avoid the queue, even worse, I had to wait 15 minutes beyond my order time for the burger to come through. After all that, it was not as good as I had recollected from a visit a few years before at the Cardiff outlet.