Review Insights · Google Play
Five Guys
Five Guys Holdings, Inc · 732 ratings · ★ 3.1
3.1
★★★★★
732 ratings
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Top complaints - extracted from 57 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"work"
12 negative reviews mention this · 21% of all complaints
★★★★★ "App installed as kiosk offered me free chips if I used your app. Then when I tried to pay at kiosk it didn't work. Eventually it reset itself so I went to the till but they said the code was invalid. Luckily the staff were more pragmatic th…" - Richard Smart
2
"order"
11 negative reviews mention this · 19% of all complaints
★★★★★ "Waste of time! Brings up the nearest 3 branches but says that they aren't accepting orders so you end up ordering inside. Been like this for over 2 months." - Brendan Mooney
3
"useless"
9 negative reviews mention this · 16% of all complaints
★★★★★ "Useless for delivery as it simply directs you to Uber (trash company), JustEat, or Deliveroo. As for collection orders *maybe* it might (in theory) save you a few minutes hanging around in the restaurant if you're in a hurry? Only reason it…" - Ali Dee
4
"doesn"
9 negative reviews mention this · 16% of all complaints
★★★★★ "It doesn't work so obviously it's going to be one star. Don't waste your time with this pointless app, and don't bother with the website either as it took me nearly 15mins to order via that!" - Anthony Zambra
5
"location"
8 negative reviews mention this · 14% of all complaints
★★★★★ "Absolutely dreadful. Who wrote this piece of garbage? Unable to find my location, unable to log in despite having an account. Items missing from the menu (milkshakes) and then when you finally get to the checkout and enter the payment detai…" - James Dodger
6
"website"
6 negative reviews mention this · 11% of all complaints
★★★★★ "It doesn't work so obviously it's going to be one star. Don't waste your time with this pointless app, and don't bother with the website either as it took me nearly 15mins to order via that!" - Anthony Zambra
7
"doesn work"
6 negative reviews mention this · 11% of all complaints
8
"payment"
6 negative reviews mention this · 11% of all complaints
★★★★★ "First time I use this App and it crashed during payment. I waited for quite a while for the App to respond. Then eventually closed it. After I closed the app, I was charged but didn't get confirmation. Now I will have to dispute the transac…" - danzh01
9
"find"
6 negative reviews mention this · 11% of all complaints
★★★★★ "Absolutely dreadful. Who wrote this piece of garbage? Unable to find my location, unable to log in despite having an account. Items missing from the menu (milkshakes) and then when you finally get to the checkout and enter the payment detai…" - James Dodger
📋 All 57 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
App installed as kiosk offered me free chips if I used your app. Then when I tried to pay at kiosk it didn't work. Eventually it reset itself so I went to the till but they said the code was invalid. Luckily the staff were more pragmatic than the machine and app and just charged me for the burger and gave me fries free of charge. Please take a look at your kiosks at Southampton West Quay as they clearly don't work as intended.
it wont deliver from my local restaurant
Waste of time! Brings up the nearest 3 branches but says that they aren't accepting orders so you end up ordering inside. Been like this for over 2 months.
when ordering you can't select any toppings except mayo or ketchup. So you can't make a complete order.q
Have to register to order. Then didn't work. Waste of time.
It doesn't work so obviously it's going to be one star. Don't waste your time with this pointless app, and don't bother with the website either as it took me nearly 15mins to order via that!
If you have Just eat, Uber or Deliveroo already this app is both useless and pointless. As soon as you enter the app you get redirected to one of the previously mentioned apps/sites. Waste of time
Add English in Spain
Had the worst food poisoning of my life after eating here. Burgers cooked like steak tartare.
First time I use this App and it crashed during payment. I waited for quite a while for the App to respond. Then eventually closed it. After I closed the app, I was charged but didn't get confirmation. Now I will have to dispute the transaction with my bank.
Can not place order on the app in Australia
Absolutely dreadful. Who wrote this piece of garbage? Unable to find my location, unable to log in despite having an account. Items missing from the menu (milkshakes) and then when you finally get to the checkout and enter the payment details it throws you bank to the initial page without placing the order. An exercise in frustration, annoyance and designed to raise your blood pressure to breaking point. I repeat again, written by a 5 year old and completely useless. PS. The burgers are good.
It used to be a great app but with this latest version I can't set the order for right now (but only 20-30 min in the future) so I always end up waiting more for my order. Also I haven't figured out how to copy my previous order so that I don't need to reinsert it. (UPDATE: still no update to the app. The time before you pick up your food should not be so long...really makes the app useless now as I'm not saving any time using the app)
Won't find my location or let me type in postcode
Don't bother ordering collection, you'll sit at the pickup counter for ages before having to go to the pay counter (there's no way to check-in from the app and it tells you to go directly to pickup and somehow get the busy staffs attention).
It literally just pushes you to just eat or Uber eats. Waste of phone space.
Pester me with "pease leave a review" after ordering = 1 star ¯\_(ツ)_/¯
Couldn't even find a restaurant!
Flashes screen whilst waiting for cookie approval. Even more useless than before if possible. Does no one test the app?
Doesn't keep me signed in anymore and worse when I try to sign it i always have to change password bloody ridiculous
I looked at reviews and saw a lot of people gave it 1 star I can see why, I entered my postcode and it said no Five Guys near me( it should have still offered the closest one even if it is 15 miles away), Having got past that by putting in a postcode that was close to my nearest Five Guys. It was not allowing me to place an order and till I confirm the time but it was not allowing me to enter a time Categorically the worst app I have ever encountered.
App doesn't work after installing. After opening the app an option comes for location usage but then immediately goes to an app crash screen. Uninstalled and reinstalled several times but the issue continues. I'd give zero stars if I could
Doesn't work. App tells me there are no restaurants nearby.......there are three in Belfast, N.Ireland!
Took my money and didn't make the order. Useless.
Unable find my location from device location or postcode, hopeless app. Pay some half decent developers please.
Very poor app. Always hangs. Deleted
Cannot find my location in Riyadh keeps going to UK even states KSA. Still Rubbish
Not supported in Australia, only seems to work for the UK stores
The App tries to charge you twice if you want to change your order just before paying, be careful when you use it. There is also no obvious way to view your order during selection - this only appears right at the end just before payment so it is very easy to mistakenly order something you didn't want here. Use the website it is much more intuitive.
Doesn't even let me puy location in, just keeps refreshing the page constantly
Doesn't work for Northern Irish stores.
Only shows a screen "waiting for one trust cookie approval" with no input elements at all. Unusable.
Just says waiting for trust cookies to be accepted. You accept them. Then the app just says waiting for trust cookies to be accepted. App doesn't work.
Terrible app
shame to the developers of this app! it is horrible. the worst shopping experience ever. deadly slow, clunky, useless.
Select location and never works
Not usable in Belgium
App and website can't find location or use location to find a store.
Just came out of Poole five guys Restaurant rude in there I waited for my order I got half order and girl just stood there
Literally useless, all it does is tell me that my local Five Guys is STILL not accepting app orders...
The payment system is broken, you can't put your card details in properly
Terrible - peqople who ordered after me at the checkout got their food first. What's the point if the app.
Cannot be used by non-German speakers in Germany. Only language available is German. Other countries have English as an option.
the card details input is rubbish
Not working
App seems to work well until you get to payment. No integration with Google pay or apple wallet. Might as well use the website
Absolute daylight robbery. Price cancels out the enjoyment on food. £10.65 for a double bacon cheeseburger. Madness
The worst app ever
Just a link to the website, I have a browser already...
This "app" is merely a link to the Five Guys website. Completely useless as it doesn't even work. Sort it out Five Guys... It has made me, and a lot of others very hangry looking at the reviews!! Hunger and anger don't go well...
+ 7 more in the clipboard copy
Sentiment summary
37%
Positive (4-5★)
26%
Neutral (3★)
37%
Negative (1-2★)