Grill'd Burgers - Balaclava — Restaurant in Melbourne

Generally I quite like Grilld food, however I’m leaving this review about the service. I called many times to place an order and not once anybody answered. After assuming they were busy, I finally decided to place an online order. Not only did it take a while but the only option to pay was via card. Which we didn’t want to do, hence why we called initially. Still, I persevered and placed the order and a friend went down to pick it up (we had received a message saying it would take 7 minutes). Firstly, she called me saying that there were no orders placed, neither by phone nor online. Secondly, she said the restaurant was nearly empty and it was hard to comprehend that they had let the phone ring out 5 times. I am still waiting for her to receive the food so I’m hoping the quality is good enough to somewhat erase this negative image I am beginning to form of Grilld. Is customer service a thing of the past? I dearly hope not. Please prove me wrong, Grilld. Also - I must add, several times your sweet potato chips have been simultaneously undercooked and burnt. This is a crime against such a beautiful root vegetable. Please, up your...

This location used to be one of the best.

However, I recently had placed an order online which, in the order notes, remarked that we would like to dine in if possible, but that I was placing the order ahead of time since we would be in a time crunch to get to an appointment after dinner.

We arrived 15 minutes later than expected. When we sat down, the manager informed us that they had thrown away our order since we were late, and that we would have to wait for it to be remade. The manager blamed us for this, telling us that next time we need to arrive on time, and that it was our fault they threw away our order because we arrived late. The manager insisted that this was company policy and that the entire situation was our fault.

I have never heard of a restaurant having such a policy as this manager claimed, so I contacted Grill'd corporate about it. As I suspected, this is not a real policy. This means that we were simply lied to, which is incredibly insulting, unprofessional, and unethical.

Have requested for Grill'd corporate to take action to ensure other customers do not receive this kind...

A BOLT NUT IN MY BURGER!! On 3 of November I bought a burger through uber eat from grill'd balaclava,as I very often do . This time, while I was eating I felt an acute pain and a strange metal taste in my mouth, with a big surprise I found a big bolt nut which broke one of my molars in pieces and chip another tooth. I immediately called the branch and reported the accident and I have been asked to visit the shop asap. Once there, with my mouth still bleeding the branch manager kept my burger and the bolt nut and got me in touch with grill'd management. In the last 4 weeks I have been asked to be patient and assured that grill'd would have taken care of my medical expenses. Now after almost a month and an "investigation " grill'd refuses to pay my dental expenses ( already pay almost 1000$, and many more to come) because a bolt nut shouldn't be found in a burger ( really? Who would have thought?) and they can't explain how a nut bolt ended up in my burger.

Be careful when you order from grill'd , you'll never know what you could find...