Grill'd Wintergarden — Restaurant in Brisbane City

After having a fantastic meal and great service at this Grill’d a few weeks ago, I was excited to come back after the NRL. Unfortunately, this visit was the complete opposite. The customer service was absolutely appalling—rude, dismissive, and honestly some of the worst I’ve ever encountered. I’m not the type to complain or leave reviews—we’re very easygoing and simple to please—but the way we were spoken to was completely unacceptable.

Myself, my boyfriend and my brother were genuinely shocked at how rude your staff member, Lilly, was. I’m not sure if she was tired, in a bad mood, or something else, but the way she treated us was unacceptable. As someone who works in customer service myself, I know how tough it can be at times, which is why I always go out of my way to be polite, appreciative, and kind when I’m a customer. Sadly, the respect was not reciprocated.

While ordering, I felt like I was the biggest inconvenience Lilly had ever come across. My order was extremely simple, yet every item I mentioned was met with a sigh and a dismissive “yep” in the most arrogant, rude and condescending tone. She didn’t make eye contact once and had a look on her face that made it clear she didn’t want to be serving me. The interaction left me so blindsided that I couldn’t even remember if I’d asked to remove the beetroot from my burger.

When my boyfriend and I went back up to politely ask about it, Lilly glared at me with what I can only describe as pure anger, before borderline yelling “I told you I removed it” in such an aggressive tone that we were left speechless. I have never been treated this way by a hospitality worker in my life.

To top it off, the food itself was a huge disappointment – my burger was tiny, dry, and completely lacking in flavour. After such a great experience last time, this visit was the exact opposite. What should have been a nice end to a great day out was completely ruined.

I strongly recommend further training on how to respectfully engage with customers. If you are not able to serve people without hostility, then hospitality may not be the right industry.

Extremely disappointing and we won’t...

My first & LAST experience to dine in. Went here for a Collegues farewell (6 of us). 3 of them decided to use phones to order, 3 of us went to the counter to order. As i had never been here before, i asked for a standard burger & chips and asked what sauce was the popular one. I paid $11.70 with a bottle of pepsi thinking this was Amazing!!! Was I wrong!! No Burger and the chips were cold & dry btw!! My Colleague ordered online. It was at least 30 minutes by the time everyone had their meals except my Colleague. We asked staff where it was? They went looking. Waited for another 15 minutes. No meal!! Colleague went up to counter and asked and they informed her they accidentally gave to the wrong person. I find this very hard to believe when on the app it asks for the table number & Name. Waited for another 15 minutes and this time asked staff where it was? She seemed very flustered & went to look. I said to bring meal back in a takeaway as we had to leave. This was by now 1 hour & 10 minutes. She came back with meal on a plate!! We all got up and left the place with meal finally in a takeaway bag. My Colleague was offered a voucher to come back. With this experience, we will not be returning!! No stars worth grading!! Absolute...

Fantastic food, even better at stealing your money! Put an order in last December accepting a wait time of 15mins, arrived to collect and found a huge group of people waiting to pick up their orders. Waited a while and overheard the staff seating diners saying there was 1hr - 1.5hr wait, confirmed it with her and went up to the counter to ask about my order progress as I was on a lunch break. They hadn’t started my order (which was absolutely fine! I was happy to pick something different up) and requested my money back. I was told absolutely not, no refunds given over the desk. Not being offered any additional advice, I asked how I could please get my money back for lunch. I was told to contact customer service and dismissed with a wave. Here we are, 4 months later, multiple emails and social media messages with promises to get in touch and absolutely no result. It was a small amount of money in the grand scheme of things, but I was hungry and have been a fan of Grill’d ever since I moved to Brisbane and I will not continue supporting a company that doesn’t care about returning money to their customers for goods not received. Total lack of care for the small guys here, being dismissed multiple times really leaves a sour taste ...