Grill'd Burgers - Robina — Restaurant in Gold Coast City

I am deeply disappointed by the abysmal service I received at this branch of the restaurant. As a loyal Relish member for many years, I had never anticipated such a terrible experience. It appears that the branch is severely overworked, which has significantly affected their communication and service delivery.

I arrived at the restaurant one hour before the stated closing time with the intention of placing a takeout order. However, I was met with misleading information from the waitress, who informed me that the store was closed for both dine-in and takeout, and only accepting orders through Uber Eats and Menu Log. This statement didn't make any sense to me, so I sought further clarification.

Unfortunately, the waitress was unable to provide the necessary information and promised to consult with the manager. I patiently waited for 10-15 minutes, during which I was repeatedly informed that the manager was occupied. Moreover, the staff refused to provide any contact details and displayed a lack of knowledge regarding the distinctions between takeout and third-party delivery services. It was only after some time that I was able to speak with the team lead, who appeared visibly overworked but maintained a level of politeness. However, she repeatedly mentioned, "if it's such a big deal, I can just make the burger."

It is regrettable that the staff failed to comprehend that a little bit of information at the beginning would have resolved the issue, and customers derive no pleasure from inconveniencing those who serve them. However, despite my interaction with the team lead, my initial question remains unanswered. If the branch is truly burdened with excessive workload and closes early at 9 PM for dine-in and takeout, how is it still accepting orders until 10 PM through Uber Eats and Menu Log? I would appreciate receiving more clarification on...

I most of the time really enjoy Grill'd, however the last time I went to Grill'd Robina I had an upset stomach for 24 hours afterwards. When I got the Grill'd membership e-mail to ask how the food was, I responded accordingly.

A manager called and said thank you for sharing and that he would ensure the team are trained on cooking chicken properly and offered me a burger on the house to make up. I said I was about to go overseas for a month and wouldn't be able to redeem until after this. He was very kind and friendly on the phone.

He assured me it was no trouble, and to just let him know when I was next around and he would make it happen even if he wasn't there.

I decided to take him up on it, he wasn't able to take my call (which is of course fine!) and didn't know who I was initially when I messaged. I reminded and he remembered, and then offered a gift card in the mail instead. That was over 3 weeks ago I gave my address so I assume it's not coming.

I assume no one has taken him up on his offer before, because it feels to hard to redeem. But he assured me on the phone it was no trouble at all, and I didn't request anything or want anything other than to give the feedback, but he offered and insisted. Instead, I feel silly for reaching out and...

Absolutely so disappointed with grilld Robina. Called the store after 1.5 hour wait with Uber. They said they were having system issues with their delivery partners and orders weren’t coming through, meaning Uber drivers etc turning up to pick up orders and nothing was even put through.

I asked if they could cancel on their end and they said no I need to cancel with Uber. Contacted Uber they said we wouldn’t get a refund and would still have to pay. Two hours later no food, on holidays and have a three year old waiting to go to bed that hadn’t been fed.

Called again half an hour later and they said they are trying to sort through the orders that have all been missed, they said if “it doesn’t turn up tonight” then to come into the store and surely there will be something they can do for us. Once again, 1.5 hours or more later and no confirmation whether would even get dinner tonight…….

Finally got in touch with Uber again and they cancelled the order, it was 8:30 pm at this stage. Husband went into the store and told them what happened and grilld offered no compensation whatsoever my husband paid full price for all our meals.

I am very disappointed in this service.

Won’t be back...