Grill'd Burgers - Harbour Town — Restaurant in Gold Coast City

I am late doing this review, but it left such a lasting impression that I had to share my experience with everyone. MY BEST CUSTOMER SERVICE EXPERIENCE EVER! I dined here nearly 5 months ago with my MIL and my son while we were on holiday. My son was less 1 month old. We ordered quickly expecting a 20-30 minute wait due to a full restaurant. While waiting I began to breastfeed my son. To anyone who has breastfed before, I'm sure they can confirm that breastfeeding in public the first few times is a very daunting experience and my son was only a few weeks old so we were still learning! Our burgers came out after about 5-10 mins and I continued to feed my son. Half an hour later I finished the feed and was fixing myself and bubs up when the waiter came over and offered to make me a fresh burger as mine had gone cold while I was feeding. I politely declined (I hadn't even hinted that I was displeased about a cold burger) but he insisted saying it would only take a couple of minutes. Surely enough, as soon as I put my son back down in his pram there was a fresh, hot burger sitting in front of me.

I wish I had've tipped my waiter or been able to do something nice for him, but baby brain didn't even think of it. I don't even remember his name.

I just wanted to let that waiter know that he made a forever lasting customer service impression on me and a story that I will share for the...

Ok....so, lets start by saying the burgers were great, very tasty. However the experience was pretty average, mostly thanks to (1) the overly loud music, (2) the staff literally screamimg behind the counter on a semi regular basis ( ironocally one staff member actually screamed 'Stop Screaming!'...while another later yelled 'Are you a homophobe?' at another staff member from behind the counter...😳.).....(3) the order being messed up (which we explained to the staff member who brought out food and instead of offering to fix, the staff member instead flashed a copy of the reciept like a shining badge of justice saying no, this is what you ordered!)...and (4) the eftpos machine not working (manned by what appeared to be a trainee) with only one staff member willing to attempt to fix (the others were all chatting to eachother). Well, at least I got entertainment with my meal....maybe grill'd, and this is just a thought, you may want to put as much effort into training your staff as you do the quality of your burgers. Did I mention the...

I want to start off with thr fact, that we love grill'd and we're excited to eat at grilld in Harbour Town.

When we entered there was one poor girl working the kitchen by herself, while 3 other people were out the back. Another customer had to come up and grab their food from the counter and bring it back to their table. There was another staff member on her phone laying on one of the booth chairs.

The sweet potato chips were amazing as always, and my burger was yummy, but that's where the good times end.

The lettuce in our caesar salad was wilted, when we asked for it to be changed, and the woman behind the bench showed me that they had 2 big plastic bags full of wilted lettuce. Delicious...

Then when the salad came back they forgot to put parmesan cheese on it, the chicken was also overcooked and dry, but at this point we didn't want to bother the staff anymore.

All up a pretty disappointing experience, I dont think I will be coming back to grilld in Harbour Town. Go to Pacific fair if you want a...