Deliveroo UK

JustEat UK

Gourmet Burger Kitchen (GBK)

Upon arriving at the restaurant—which was maybe 30% full—we stood at the “please wait to be seated” sign, along with another family. Soon, three more families joined the queue behind us. Despite being clearly visible, we were completely ignored by the staff for around 8 minutes.

Eventually, a staff member wearing a black baseball cap and a silver cross earring passed by. Without any sense of urgency, he casually shouted “maybe 10 minutes to be seated, guys” and continued walking. He repeated this every time another group joined the queue, offering no real update or assistance.

Meanwhile, a young Indian waitress was clearly doing her best—she was the only one cleaning tables, running food, and taking orders. She was the only person who seemed to be actively working and trying to make sense of the chaos. She eventually seated the first family in line, then us, and kindly apologised for the delay, explaining that they were short-staffed.

The number of dirty tables around confirmed that point, but it was disheartening to see that the staff member in the baseball cap, instead of helping her, was just occasionally delivering a plate and never once seemed to assist with clearing or seating.

Once seated, our order was taken, and food arrived fairly quickly.

The table was sticky and worn out.

We ate, paid, and left without issue.

In summary, if two people had been working with the same energy and commitment as the young waitress, the restaurant would have been running far more smoothly. It genuinely felt like she was doing it all on her own, and her effort stood in stark contrast to the indifference shown by the other staff member.

The 3 stars for service are solely for the benefit of the waitress who served us, not for Mr baseball cap with silver Cross earring, he needs to actually work !

Really welcoming and friendly staff, the food way really nice and tasted great! I had the smash burger and chunky fries offer which was very tasty the only issue is I wanted another or some more chips but the skinny fries looked good too! Haha it came out at a reasonable time still really hot which was lovely I’d definitely recommend it and I would come again. (My partner had the same but with skinny fries and no bun option which replaced the bun with salad) which looked amazing too which is great to see a verity and choice for everyone.

The place has become mine and my girlfriend’s favourite food spot, we’ve been here 3 times. You guys have made a girl who didn’t like burgers fall in love with them. The service is amazing, the food… don’t get me started, it’s heaven. We will be here every week. Thank you for such a beautiful restaurant. It’s never too busy, the food comes in a short time, Everyone here is amazing

I visited Gourmet Burger Kitchen today and was really impressed with the service - the staff were friendly, attentive, and professional. Unfortunately, the food didn’t live up to the same standard. It used to be my top burger joint. The quality has dropped considerably.

I ordered the classic chicken burger, something I’ve enjoyed here before, but was very disappointed with what I was served this time. There have clearly been fundamental changes: the chicken portion was noticeably smaller, and the breadcrumb coating had changed, resulting in a much lower quality texture and flavor. It no longer feels like the same burger that used to set GBK apart.

It’s a real shame to see such a big drop in quality. While I appreciated the excellent service, I left feeling disappointed overall.

We should have known it would be a bad experience from the moment we walked in. Upon entering we were ignored by the waiter as we were trying to get a table for 3. It took 5 minutes to get acknowledged.  After finally securing a table the waiter gave no explanation as to what was going to happen.They mumbled a few things that we did not hear. We had to individually figure out that we had to order via the Qr code on the table.

When we finally got our food our orders were mixed up.  The waiter didn't explain what went wrong and snatched the food away of which one of us had started eating. It then took 7 minutes for the food to come back and they only brought out a burger with no fries and we had to wait 6 more minutes for that. Due to the lack of service we had to get our own condiments.

Onto the food.  I ordered a smash burger and I was truly disappointed 😞.  It was very greasy and you could not taste the meat only the grease. Wish it could have tasted better.  After all that they wanted a tip which I felt reluctant to give after the poor service.

The chicken used for burgers is Halal and is cooked in 100% rapeseed oil in a fryer specified for chicken only, however the grilled chicken used for salads and kebabs are cooked on the same grill as the bacon. The beef, lamb, and venison are not Halal. GBK does not offer Halal Grilled Chicken as an option.

Halal Status for Gourmet Burger Kitchen Shepherd's Bush