Grill'd Burgers - Chermside — Restaurant in Brisbane City

I am disappointed to say that Grill’d is not the same restaurant that is was a few years ago. The quality of the food has dropped a bit. The potato chips and sauce still tasted great. The lamb burgers were juicy but the kids chicken burger was practically unedible. The sweet potato chips were burnt black (See photos) and frankly the overall service was lacking in almost every way and it wasn’t even that busy and there were plenty of staff.

No one came to clear the table or check if the food was right. It really was the most ordinary dining experience we have had at Chermside in many years.

It’s such a shame because this prime burger place used to be one of the best burger places in town. It seems while everyone else in the food industry has worked to up-their-game at Chermside that Grill’d has somehow lost their edge and forgotten what they were great at.

The actual menu and the menu boards have changed too and there is no longer a vegetarian option with a large mushroom for a patty. There are some vegetarian patty options that include grains, beans or pulses. They still have the low carb bread option which is good.

The ordering experience has changed too. Before they had a great ordering process with large graphic menu boards above the serving counters explaining the various burger types, with appealing photos and a great franchise branding atmosphere that helped clients engage with the menu and the food. All that is gone now and there is a noticeable disconnect. The paper menus are plain text and the design is boring and gives clients no clear visual ideas of their choices.

The outdoor area looks nothing like it used to either. There is now a metal cage in front that allows patrons to sit outside and under cover but the open and clean ambiance is gone. It’s apparent that the metal caging has been created to allow more convenience for staff in not having to move the out door furniture at night but did the frame structure have to be black meshed metal?

This is another area that Grill’d has made a change in the wrong direction. The management or designers who changed the front counter and removed all the graphics and ordering display panels have really done Grill’d a disservice because that feature was integral to the experience of coming to this venue.

Everything about Grill’d now feels unloved and as if corners have been cut and elements that used to make this venue and business stand out have been absolutely stripped away. I am rarely that surprised that a business with a winning formula and change things up to result in such a down grade of dining and ordering experience.

Many of the staff looked un kept and I did not see the cooks wearing hairnets (but I did not check so I may be wrong) but it really felt like peering into some kitchen where no one really understands the value of what they are doing when they prepare food for their clients. There were plenty of staff all crammed together but little integration or team work. Each person was just doing their section and the staff looked unengaged and just plainly disinterested.

At one point I went to order an extra portion of tomato sauce and the cook had run out so she half filled the tub with about twenty air squirts of sauce and handed me a container sprayed all over with sauce with half the content missing. At that point I just walked away and thought to myself it’s not even worth giving any feedback in person because most of the staff just really don’t know what restauranteuring (even for fast food) is all about.

One on-floor staff member looked more focussed on trying to keep everything on track but he would be hard pressed to turn this place around with staff that seem so apathetic.

Where did it all...

My son wanted some water. I walked to a team member and requested her(Female, 25 to 30, Short, Black hair) if I can get a bottle of tap water, she said sure and quickly went inside. I went back to my seat and waited for her, she came back after 5 minutes and continued with her work. I waited for few more minutes and walked to her again and asked can I please have the water I requested, she sent someone to get the water, when I asked her how long will it take, she said she don't know. Then I said if it's gonna take a long time I said I will buy a can water, she did not respond to me instead she went near the counter and billing me for the can of water. Then she said I had to take the bottle myself and she can't do it. I felt so upset when having my son asking for water more than 15 minutes, then I asked for a manager and informed him about her behavior. He apologized and offered me to get some tap water, but I informed him that I already bought a bottle. I never had such an experience anywhere in Australia before. I can see a clear discrimination in the restaurant because I noticed the team member serving everyone with their requests except me. I also noticed my burger was prepared way earlier(close to 9 Minutes after I placed my order) and its sitting near the counter, the same team member was talking to other team member from the kitchen and did not bother to get my order even after its ready. My son did not end up drinking the bottled water as its very cold and we had to leave the restaurant. I was not welcomed nor valued today. The team member did not like to help me with a glass of water which is shocking and upsetting. She is...

After What I would describe as one of the most stressful and upsetting days I’ve experienced in awhile, my husband and I decided to go out for lunch and discuss the days events. As I had heard good reports about the burgers at Grill’d Chermside, we decided to eat our lunch and keep it local There initially appeared to be difficulty with their eftpos machine, I retried and was shown an approved sign upon completion of the transaction. I returned to our table and our burgers were promptly brought to our table . Just as we were about to eat our burger a waitress announced that while it was shown on the machine that transaction had gone through it was not verified in their computer, she stood there until I contacted my bank, I requested my husband to commence eating as out meal was getting cold, she remained standing looking at me eventually saying she would return It took me awhile to get through to Heritage as our online was down, by now my lovely burger was cold the zucchini fries cold, beers warm. I eventually got through to Toowoomba and it was repeated to another waiter that transaction of 52 dollars had gone through I can’t believe that this could not have been dealt with in a manner more suited to good customer service, I was embarrassed Could not eat my meal not only because it was cold, but also upset and angry. $52 wasted. Will I go back to grilled Chermside? Absolutely not, yes the burger looked wonder but customer service was disgusting I am hopeful that the owner/ proprietor will acknowledge this and apologise on behalf of her/...