Gourmet Burger Kitchen (GBK) Reviews Summary

Service

Pros:

• "Special thanks to the manager Martha, really appreciate you going the extra mile."
• "Very fast service and especially friendly & accommodating staff!!"
• "The lady with short blonde hair who served me was awesome."
• "Great service :)"
• "We were greeted and seated immediately with attentive staff taking our order quickly and efficiently."
• "Had a great welcoming from a beard guy, probably the manager which recommended great burger as It was our First time visiting GBK and the food was cooked to perfection."
• "The staff here are amazing! So kind and made us feel very welcome."

Cons:

• "We were left at our table for quite a time and had to call a waiter to take our order as no one seemed bothered with us."
• "They didnt bring us menus,ignored our presence, forgot our starters."
• "The service was really unpleasant so it left us with a very unpleasant impression."
• "The worst service I ever had in UK."
• "There was no toilet roll or hand soap in the ladies, and when I told one of the wait staff they didn't seem to care."
• "really poor experience at the start as someone... told us we could have a booth if we waited for 20 minutes but almost an hour passed and they completely forgot about us."
• "The toilets were not good, quite disgusting overall."

Food Quality

Pros:

• "The food was great great! Burger spot on, super crispy onion rings."
• "Burgers were perfectly cooked and tasted delicious."
• "The food was spot on. One gets to choose how they like their burger (rare/med/well done)."
• "Loved the burger, very tasty."
• "The burger and drink were also tasty."
• "Fries were nice and crispy."
• "The burger was so juicy and well cooked."

Cons:

• "The Korean BBQ chicken burger did not meet expectation."
• "We got food poisoning from our visit unfortunately - in hindsight the chicken burger was very pink."
• "Low quality - the bar has been raised with burgers in London and in my opinion the food is dire at GBK."
• "The burger was okay, not bad but when you pay more than £9 for a burger you tend to set your expectations fairly high."
• "Burgers are ok - nothing special really."
• "The skinny fries are ridiculously skinny - just sticks of oil."
• "Food turned up cold and was generally flavourless."

Atmosphere & Layout

Pros:

• "Conveniently situated opposite Waterloo train station this place was perfectly."
• "Nice ambience and decor."
• "Relaxed atmosphere with a varied crowd."
• "Great atmosphere and friendly staff."
• "The ability to order and pay via an app makes the normal GBK routine much more straightforward."
• "I found many families chose this place for a warm and cozy gathering."
• "I love the chilled vibe in GBK, it sets it apart from many other restaurants who are more focused on making money than good customer service!"

Cons:

• "This GBK has a very narrow layout so it is difficult to safely stay distant when busy."
• "The internal layout is a little unusual with its runway corridor."
• "Very cold atmosphere between staff and customers."
• "The restaurant has two atmospheres, a spacious open dining area at the rear (plenty of room for bags if you’re travelling or have a push chair) this area has loads of natural light."
• "Place does not have much atmosphere and will probably not try again for this price (£8 just for the burger)."
• "However, the area near the toilets stank of toilet smell and bleach, enough to put you off your food."
• "The place is really busy and in front of Waterloo station."

Staff Interaction

Pros:

• "The team was very friendly, all done with a smile."
• "One guy, I think he was the manager (?), was so friendly and helpful."
• "The staff is supremely friendly and accommodating."
• "The first thing you must know that staff here very friendly, smily and genuine."
• "Staff are always friendly and accommodating."
• "The staff are always polite, they are very attentive and the service is excellent."
• "Very friendly staff."

Cons:

• "Atrocious restaurant and rude staff."
• "The staff had a rude attitude and unwilling to help."
• "Staff where very unfriendly, and reluctant to serve or acknowledge me."
• "But there is a waiter which is got beld head with glass who is really rude and bad behaviour with us."
• "This again is by far the worst experience 2 disrespectful waitresses had severed us."
• "Waitresses don’t know how to waitress."
• "So sh*t the guy serving me I asked him some questions about the mains and he looked me dead in the face and said nothing."

App & Ordering Process

Pros:

• "Self ordering via app."
• "The ability to order and pay via an app makes the normal GBK routine much more straightforward."
• "If you have the GBK app and a valid NUS card you get can 25% off your bill!"
• "They offer a 15 minute lunch time guarantee. Though this only applies to selected menu items."
• "Order via the app ~ quick and easy ✅"
• "The prices are very reasonable and I’d recommend GBK to anyone looking for place to meet when travelling to or from Waterloo station…it’s literally across the road."
• "Ordered take away from them a few times. Burgers are yummy!"

Cons:

• "The app is buggy and deleted the order when you had to log in."
• "Good food! But the reward system in the app that encouraged us to go there in the first place malfunctioned."
• "The milkshake was embarrassing, my 6 year old makes better shakes when he gets into the medicine cabinet."
• "Ordered via the app. Food never arrived and was told there was an error."
• "When we questioned it nothing came back in terms of response or apology."
• "I had placed an order with the GBK’s app, when I asked for my takeaway order. The staff asked me to wait. I waited 5 mins, still nothing, 10 mins, still no sign of my order after waiting for at least 30 mins, I got my order."
• "Service was quick although parts of the order were wrong and then it took a little time to correct this."