GBK

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I don’t know any to start 2020 on a bad note so having just had yet another problem with this app I think it’s only right to warn people. The old app stopped working for me earlier this year, despite me having the newest possible version of my smartphone so can’t blame the hardware. Nothing was done but I lost my rewards and was told a new app was on the way. New app was released and was equally glitchy, it would keep cutting out and gave me a different customer number so probably no hope of retrieving the previous points accrued, so I provided feedback direct to GBK (not on here - you have to give people a chance) via email on 18 December. No response and we’re nearly two weeks on and having just ordered a meal tonight the till system doesn’t recognise the new customer number in my new app. What a joke and not a funny one. It’s a shame as I love the food and the staff are genuinely lovely - but this app nonsense is just treating customer loyalty with disdain. No excuse for the silence by HQ.

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I rarely write reviews but the way that GBK have treated their customers has persuaded me to do so. We visited GBK and tried to use the app to order. After several attempts to log in I gave up and queued at the counter to order. After ordering I enquired whether anyone else had trouble using the app to be told, “Yes, it hasn’t been working for a while.” Why not put a sign up to inform customers to stop the frustration and waste of time? Now that I have read other reviews I have discovered that my rewards have gone. GBK is my daughter‘s favourite burger restaurant but until they fix this app and sort out their customer service priorities then we will be Five Guys customers. In the email I received from GBK to inform me of the “new” app the link to the App Store doesn’t work and a search takes me to the existing app. I despair.

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One star is too good a rating, but we can’t go any lower! So, we have also lost our rewards accrued over a long period of time. GBK was our son’s favourite place to go, often used as a reward for good school reports (and he gets a LOT of these). Until the app is fixed, we’ll be trying to find other nice places to eat - GBK had better hope that, ultimately, he doesn’t find somewhere he likes better, as generally when eating out, he calls the shots. Lack of response from HQ is just rude and being dumb enough to send out fanfare emails with links to untested apps is just dumb, particularly when consumers have so much choice and outlets are always on the prowl for new loyal followers to add to their fan base. Fix it quick, GBK!

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The app wasn’t tested correctly and it shows. The functionality has potential to work in the long run but right now the log in feature doesn’t even appear to work. The old one was much better. The most shocking thing about this new app is, there was no notice given to customers about the old app coming to an end. This app is poor. Please do something to change it. Get some professional testers in. Identify the bugs, get developers working on the fixes and give us a decent app. We won’t even mention how you released an app with the incorrect name once... let’s get it right please. Sort out your processes!

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I downloaded it so we could order from the app and the service was ridiculously slow. None of the restaurants when searching for the one we were at would allow you to order due to being “unavailable”. Also tried booking a table which would only allow you to book a table at the bar..... this particular GBK didn’t have a bar so could only assume we’d have been in the kitchen with the chefs. We tried our luck anyway and found that there was only 4 tables being used with over half the restaurant being empty. Never again will I use this app, complete waste of time.