Grill'd Hillarys — Restaurant in Hillarys

Customer service is shocking.

Went in on a Sunday night, roughly 2 weeks ago for dinner. I ordered a Wagyu Wonder - Staff member input the burger incorrectly and I didn't even eat the burger. My partners burger however was the correct burger (lucky as my partner is a coeliac) however her Simon Says burger was burnt. left feed back and Maree one of the managers called me to talk about the review and how it would be resolved and she offered me 2 burgers to make up for the bad experience which I happily took thinking that would be the end of the issues.

After a week of waiting, decided to call the store and for an update and if they had been loaded onto my relish rewards

Got told that an email would be sent off to get followed up and it should be loaded on to the app preferably on the same day cannot remember the name unfortunately however she was the restaurant manager.

Waited for 1 day and spoke with Maree again as it had yet to be loaded on to my relish rewards and that I had to wait as it was a weekend, the feedback team do not work weekends so I decided to call the following Monday

Called Monday (this was last week) and spoke with Maree again and I asked her if it had been done as again, was not on my relish rewards. Asked Maree if I could please speak to her restaurant manager again to discuss as it is going on far too long, Maree informed me that the venue was relatively busy and so she would pass the message on and I would receive a call back.

Have yet to receive a call back, the burgers have yet to be loaded onto my relish rewards and all I am left with is a sour taste in my mouth due to the negligence of the staff members who were present that night and who tried to assist me. Maree did try to assist however the follow through and promises made it seem as if they do not really care about their customers and the service. As stated before, my partner is a coeliac, had she had received the incorrect order she would have been hospitalized and Grill'd would have been up for it.

I would give the store 0...

Ratings: • 🍔 Food: 2/5 (flat burger, stale bread) • 👩‍🍳 Service: 1/5 (unmotivated staff, poor attention) • 🧽 Cleanliness: 1/5 (tables not cleaned promptly) • ⭐ Overall: 2/5

It was unfortunately not a good dining experience. The burger I ordered was very flat, lacking flavour and presentation, and the bread was far from fresh — which is disappointing for a place that promotes itself as a quality burger chain. It felt like the food was put together with little care or effort.

The service didn’t improve things either. Most of the crew seemed disengaged and uninterested in serving customers. It was difficult to get basic requests attended to, and when I asked for a table to be cleaned, it felt like a hassle for the staff rather than a normal part of good service. A casual dining venue should at least provide clean seating areas without needing to be asked more than once.

Overall, the food quality and service both felt very amateur compared to other Grill’d locations I’ve visited. Management really needs to step up — refresh the team with people who actually want to work, and refocus on delivering fresh, well-made food. Right now, it falls well below the standard...

My experience was foul. I had ordered a pick up and gotten the wrong burger, usually wouldn’t care as much but in this instance my daughter ordered a simply Grill’d add cheese, and received a burger with beetroot in it. She is allergic to beetroot. I called to tell the restaurant and spoke to the manager. He immediately got defensive and yelled at me and started to patronise me by saying all he can do is give me a $2 refund for the extra cheese I paid for. He raised his voice at me numerous amounts of time and kept hanging up on me. My daughter could have died from your poor lack of managerial skills and terrible customer service. The lack of attention and lack of apology has left me shocked. I raised this with the store to bring awareness to their mistaken and prevent other wrong orders but instead was shouted at and was told there was nothing to be done for the beetroot received. This experience has proven that Grill’d have terrible training and care for customer. A simple apology and acknowledgement of mistaken would have...