Broken Hearts Burger Club - Victoria Point — Restaurant in Greater Brisbane

Really disappointed by the service received over the last couple of weeks. Have been to multiple Broken Hearts and always enjoyed the food but this most recent experience has really let me down... Placed an order through the Bopple app on 03/08 for $44.21, was called immediately by the store being told my order was being cancelled as the only person working had strep throat and needed to go home and no one was coming in to cover for her... I called the next day (04/08) to confirm that the order had been cancelled and I would be receiving a refund, spoke to Olivia, I believe and was advised "yes, the order had been cancelled". If we "didn't receive the refund within 5 days, to call again as Bopple doesn't seem to want to release money. This is a problem they face frequently and if not resolved within 5 days, she'll bring it up with the owner who will manually process a refund for me". I called back again on the 07/08 as the money had still not been received. I believe I again, spoke to Olivia. Was advised of the same story and told that should would bring it up with her manager "right away". I tried to put through feedback on the Bopple app on Sunday 10/08 hoping it would go to Bopple directly to receive my money back but all Bopple did was forward it on to the store. I left it again for a few days and called again yesterday (14/08), I spoke to Sienna, I clarified with her that the order was actually cancelled and put through for a refund as in my Bopple app, the order status says "Complete", she advised me that it's definitely cancelled. I was asked to text her all of the information to her personal phone number, which I did. I mentioned that I had already spoken to Olivia multiple times and she said she'd advance this to her "boss's boss" for me, Sienna then advised me that Olivia more than likely hadn't done anything with regards to this and that she would look after this for me. I haven't received a mesage or reply back from Sienna, nor Olivia the whole way through this almost 2 week debacle.

I understand that this may not directly be BHBC's fault however if you choose to use an application such as Bopple and the staff already know how poor of a service the app provides, you'd think the staff would be more willing to assist someone in geting their money back on an order they didn't even ask to have...

We decided to treat ourselves to some burgers seeing as we hadn’t splurged on broken hearts again since it first opened. When we first tried it, we were pretty disappointed. This time we’re hopeful, however, it still didn’t change our experience or opinion.

Firstly, yes small business and fully support that when we can. But the price you pay for a meal here is way overpriced for what you get.

We ordered a fancy triple, classic single, cheesy fries and a special shake while the kids had maccas. Both burgers the meat was very grisly and had an unpleasant gristle crunch and the buns were both stake/hard and flaky once toasted, as if they’d been left in the open all day until they were used. The fries seemed a much smaller serving from what we remembered. We bought one to share between the both of us but really should’ve bought one each as it came in a little cup. They were dry and overcooked and have to say that our kids maccas chips were much better.

The mozzarella sticks we ordered were covered in a thick coating of salt which made them inedible and didn’t come with the sauce it’s advertised to come with.

The special shake is nice but for my husband who doesn’t like biscoff wasn’t a fan. It would be better if they just told you what the flavour was so you could choose another if you didn’t like it.

Thus, sadly this didn’t change how we felt about this place and are firm in our decision that we won’t be going back due to the price and quality of foods we’ve received...

Absolute shock this place has stayed open more than a few months. With such a minimalistic menu I would expect great food. The packaging obviously costs more than the ingredients. Don't be fooled Fancy means lettuce and tomatoe and I was expecting something "wow" . Actually wow is right because they simply don't know what constitutes to a generic burger. Added the chilli fries, words that come to mind of describing this may not go down well on a public forum. Added cheese and sour cream. No sour cream available. So from the 3 options they have 1 on a Friday is not available. Confusing as they actually next door to a Coles. Also didn't actually come with cheese either... So maybe ran out of that too. Can you imagine what smeered mince looks like on chips💩Guess no details on menu cos there's nothing on the burger worth mentioning. I like supporting local and would happily shed $35 on a burger and chips... But I'd like to write a positive...