Grill'd

Complaints

I went to Grill'd at Ocean Keys, Clarkson today for lunch at approx 12.30pm and ordered a Caesar Salad with Crispy Chicken. After my order was delivered to my table, I didn't notice straight away as there was an egg on top and a pile of croutons. However, after moving the croutons to the side, I noticed that the chicken was grilled and there only seemed to be 5 to 6 small pieces in my whole dish. I actually wondered if they were running out of chicken or something and upon leaving the store I still felt hungry and let down given my lunch was almost $30. I definately felt short changed and is one of the most disappointing meals I've had at Grill'd.

We attended grilled at 6pm Monday. We placed our order for two cheese bacon burgers and a bottle of crown larger. The rest of the party of 20 turned up at 6:15m and placed their orders. The tables orders were coming out. I asked the young waiter about our order. He said there are a lot of orders and he was sure ours would turn up soon. I then explained to him that we were first to order and our meal was not here. He said it would turn up soon. Another 10 min went past and still no order. I asked again and was told it should be here soon. I waited another 5 min then went to the counter and asked for a refund as our meal did not arrive. The man at the till asked what my order was and table number. I told him He said oh I did not put the table number on the order. It is here. He then said it would be remade and sent out. I said that was fine yes please. The atmosphere was very loud music to the point we could not hear the waiter calling out names and he found it hard to hear what we were saying. I asked if the noise could be turned down a touch. He said no it is set at that volume as they want that atmosphere. . I asked to turn it down just a small bit so we could hear each other talk. No he said we have no control and it is as it is. Our visit to the restraunt was uncomfortable and very lacking in competent service. The waiter did not even ask what our order was so it could be checked on. We are very disappointed and will not be returning to this store again.

So I had ordered from the grilld website on the 8th of June 2024 for a total of 53.7 and the order was cancelled. I asked for a refund and was told that the order was cancelled by door dash and their driver and I need to chase them up for the money. I was not able to follow up and just today I remembered and sent a reply. This isn't fair, they are partnered with door dash, I do not care where the delivery comes from and if it doesn't I am not responsible, grilld is. They cannot wash their hands off this.

I haven’t received my free burger with relish after eight times. I’ll be happy if you could fix it for me

We received our order which included a regular sweet potato chip. What we received was not an acceptable amount for the price paid. We are complaining so you are aware for future customers. A credit would be appreciated. (Photo available).

Hi Grilld Management,  My mum Sukhvinder ordered 2 burgers for dine in Monday 17th, 2024 over the counter at about 5pm at your Browns Plains Grand Plaza branch. This was a vegetarian burger with a gluten free bun and a fried chicken burger with a gluten free bun. Additionally she ordered chips and a drink as well. Regarding the vegetarian burger she dined in and ate that burger whilst waiting for me to arrive. However, I wasn't able to make it in store so I asked her to take-away my chicken burger for me. The staff member Carlia refused to take-away the burger and said the burger had to be eaten in store since it was for the Mad Monday deal. My mum actually brought the plate with the burger on it to the store counter asking Carlia to box up the burger. Unfortunately, my mum is a vegetarian and she could not consume the chicken burger in store. She did try to convince Carlia to allow her to take away the burger however she was adamant that this was not allowed in any circumstances. My mum with no other choice told her to just eat the burger or throw it away because I was unable to come in anymore. Carlia then moved the plate with the burger on the back shelf, telling my mum that she would throw it away later. However, she did allow my mum to take her remaining chips that she didn't finish away.  When my mum arrived home she explained what happened and I called the branch at 7:55pm on the same night to make a compliant to the manager, Phoenix. I explained to Phoenix what happened and wanted her to talk to the employee about what happened. Initially she apologised, but then she explained to me that it was part of the terms and conditions of the mad monday deal that both burgers must be eaten in store and any left overs can't be taken away. She said Carlia had thrown out the left over burger after I wasn't able to come in the store and this was in line with the policy. At the end of the call I was not satisfied with the response so I told her I was going to make a written compliant about the matter and asked the manager for her name and the girl who served my mum name as well. The manager said she didn't want to give her name because she hadn't done anything wrong and I ensured her that the complaint would focus on the staff member's action instead and it was more to identify that I had spoken with her. She agreed to give me her and her staff members name. I have used the names that were given to me above. The phone ended here.  The reason why I was compelled to complain was because the actions of the staff member and manager supporting go against Grilld's advertised sustainability vision... It is quite hypocritical of your staff to throw away perfectly edible burgers and have a policy to support this. This should be addressed to customers beforehand that there is no option of taking away left overs after dining in when using the Mad Monday deal. Additionally my mum had paid extra for a gluten free bun as well and it's sad to see food wastage. Sustainability isn't just about using recycling packaging and I hope this is something your company will learn from.  I hope you can check the CCTV footage of this day to visualise what happened.  Kind Regards,  Ravneet

I have photos to try show this, but i could not even chew throw my chicken burger. it was either so over cooked or there was something so wrong with it, but I physically couldn’t bite through it. disgusting I bought it from the Windsor chapel st grill’s at 9pm. picked it up as take away, took it home and was eating it within 5 minutes, so I know it wasn’t because I’d let it sit either.

Have been waiting for 50 minutes for dine in, in Carlton Store. Was told when I checked on order there’s an Uber promotion. Why am I being made to wait as a consequence?? Not good enough. Your staff are working hard. This is a failure of management.

Just ordered 2 burgers from Bendigo (Sunday 2Jun 2024 @ 5:45 pm). Burger patties were not cooked, quite unsatisfactory and to far to go back and replace.

Burger delivered was incorrect. Very disappointing considering it was supposed to be on a Gluten Free bun, considering person is coeliac. GF HFC classic was ordered and a beef burger on flatbread was delievered. Regular size chips were also ordered and were not delivered. Order was placed through the Grill'd app.