Betty's Burgers — Restaurant in Melbourne

Our family have had the worst experience with this particular store and its managers!! Took the kids to have dinner after school on a Thursday. The 2 youngest and I had beef, my eldest had a chicken burger. Headed home after dinner, we live a twenty minute drive. Within 20 minutes of getting home which she complained about feeling nauseous too, so about an hour after our eldest had the chicken burger, she began throwing up. Projectile and violently. Her first vomit was of the burger that wasn’t able to fully digest inside. The poor thing just had to have her head over the toilet from 9ish till nearly midnight. She was sweating, had stomach pains and looked and felt awful. I called one of those late night remote online doctors to see if I needed to wake the 2 younger ones and put them into the car to take our eldest to the emergency. If I didn’t have 2 little ones in bed, I would’ve taken her to emergency without thought. (Having sleepy toddlers in an emergency waiting room is no easy task) The vomiting at the early hours of the following morning had slowed down. She really had nothing left to send up anymore. Doctor agreed with our theory that it was good poisoning based on what she had eaten that day, the way it came up and the time frame that it happened it. I was so angry. I had taken my family out for the night to take the pressure of cooking for a night off of my hands but was dealt with an even harder blow. At 9am she was waking out of sweaty sleeps to vomit small amounts of bile. I had left 2 emails in the middle of the night as I held her head out of her face as she threw up with tears down her face. Got a robot automated response saying that someone would contact me back. The next day, I send the two younger ones off to school. I take the day off and stay in bed feeding her anything she could take small sips of ie. hydralyte, kombucha and anything that we thought would keep her hydrated. I wait for a call from the store as the automated email responses said. No call. I call the store and speak to the manager J who is lovely enough and he told me that the chicken is supposed to be checked every burger at a time but that the odd one does get through. He said he was going to be reprimanding the staff from the previous evening and offered me a refund and a voucher. I said I’d think about it as I had also just paid the doctors and lost a whole day to this ordeal. I understand that things slip through the cracks and we’re all human and make mistakes. It took 2 weeks for someone to follow up that conversation. I know life is busy but I had to chase them up via email to try and resolve it. 2 weeks later I was put through to a regional manager who agreed to pay the refund and what I had lost to the ordeal when I could send a receipt of a doctors appointment. I agreed. Weeks went by as I got busy with kids and life again and forgot about it till I drove past another Betty’s. I reminded myself to make contact when I got home. I did make contact only to find out that I would also have to supply a medical report from that date. Now I called up just to check if I was correct but no medical practitioner will backdate any kind of report. I never thought to get anything at the time because my main concern was whether I was to take her to the hospital or not and how to help her. So 5 weeks after the incident, they add that they need a medical report to process what I had asked for. It was all too hard so I told them to keep the things I had asked for and to just process the refund as originally offered. I didn’t even want the voucher as the kids cannot even think to eat there again. They then tell me they can only refund me in the form of a voucher unless I had a medical report. I declined the offer of the voucher. I just wanted my money I spent on a horrible experience. He tells me he’s not trying to be difficult and can give me a refund of cash only if I can provide the report which he knows I couldn’t obtain at that stage. Never again. They admitted liability only to then try...

Not a fan of their new fries recipe. Nobody asked for this!

The Chadstone system is a bit different to other Betty’s Burgers joints, and not in a good way. When I went, they force you to wait in line and place your order at the counter before you’re allowed to find a table. I dislike this concept because I prefer ordering through the app, where I can redeem deals and freebies.

Moreover, since I was forced to place my order at the counter, this made the redemption of these deals more complicated than necessary. They diverted me to a particular POS station, where the girl said she didn’t have a scanner for the deal barcode. She grew frustrated at the fact that she couldn’t get the deal redeemed on her end, and took it out on me like it was my fault. If they had just let me secure my own table (which there were plenty of), we could’ve avoided this.

Then, when this lady repeated my order, she left out the free Betty’s Classic, so obviously after she spoke I said “yes, and the Betty’s Classic” and she just scoffed and said “yeah, yeah, yeah, I know, I meant anything OTHER than that”. I found that quite comical considering she was reciting my entire order and got offended when I corrected her that she left a whole item out.

Considering this little lass who thinks she’s too big for her boots was wearing an unattractive Christmas-themed headband that night, I expected her service to be a little more merry!

Like many places I’ve reviewed, Betty’s Burgers is a chain. The food won’t be too different across any location you go to, but the service makes all the difference. And at Chadstone, you won’t find very good service.

But if we’re on the topic of food, it wasn’t very good here anyway. My chicken strips were wildly dry and overcooked, and the chips were not nice. They used to service beautiful shoe-string fries that were reminiscent of those famous golden arches, and now they’ve decided to switch to chips that are between shoe-string and thick-cut. There is no happy medium between shoe-string and thick-cut by the way, so this size is really not for me. They were also underseasoned.

This food isn’t filling in the slightest, and as they continue to hike the prices of their items up, the quality actually seems to be going down.

Chadstone has so many food places worth your time and money, so don’t spend...

This is my account on recent experience as a whole. Absolute garbage customer service. Recently reached out regarding securiry concerns with their app in which my account had been hacked and I had lost plenty of money and the team were not only extremely unhelpful but outright ignored any information given and refused to investigate the matter further. Treated me as another indivisual to simply be ignored and made to resolve it on my own, not even bothering to offer any kind of assistance. Not worth paying the price in the long term as clearly they do not value looking after their customers in the longer term but instead on amassing profits.

I'm adding to this because I cannot reply, but in following your recent response here I also stated that there was plenty you guys could do in the meantime. You have been provided order numbers, a date and time. Plenty of information as you'd require to at least assist in investigating some of the matter on your end as well, even if not outright providing a refund.

But no. Instead, I got left on read after my last response... There isn't even any attempt to try and go back and view footage to see if the perpetrators were amongst your diners at the time (I used to work in hospitality, I'm well aware your establishment would have had video footage).

Instead of offering ASSISTANCE and taking any sort of accountability because this happened through the Betty's App (suspicious, no, that information would somehow be leaked out via that channel?) you're essentially handballing the matter off and not being the least bit helpful.

So, no, this is entirely justified and I'm not changing my stance.

In case that STILL got lost in translation, let me spell it out once more. It isn't about the refund, it's about your willingness to assist in investigating the matter on your end. Which has been disappointing thus far, to...