Grill'd Burgers - Casey — Restaurant in Melbourne

Where do I start. First time I went there, we had to sit outside as it was full. It was a freezing evening and we asked for the blinds to be put down and the heaters turned on. We were told they can’t put the blinds down as there’s a problem with them. They did turn the heaters on which did help but it was still cold. The orders were placed and all correct and were great. Next time we went we sat inside. It was very dirty. Table cleaning is not high on their agenda. Orders were placed and all correct. Food was great. I did find the music is way too loud when it is already quite a noisy restaurant. We went again last night. We sat down at the only available table which was already vacant and had someone else’s dirty dishes on it. I had to ask a girl to remove them and clean the table. She did take them, but it is not something we should have to be asking of staff. It is part of their jobs to clean tables as soon as people leave. It took quite a while before she came back to wipe it down, and she only wiped the end where the dirty dishes were. Whatever happened to service where they wipe the whole table. The rest of the family arrived and my cousins daughter got a jug of water and serviettes and cleaned all the stickiness off the dirty tables. We went up to order. First ordered the wagyu beef burger and another burger and she used the app to get her free burgers because her team won and then asked him for her free chips for her birthday. He told her no, you cant get them. It clearly says you do on the app. Second person ordered and asked for the same, a wagyu beef burger and the guy Bundy said, NO you cannot have a wagyu beef burger. My cousin said, but she just ordered it, and he said NO you cannot and pointed to something on the wall. So, he changed his order to two other burgers instead. I ordered and got the two free burgers for the kids and ordered a side of large chip, sweet potato chips and zucchini chips as well. My cousin went over to complain about his lack service and his poor knowledge of what is on offer when you use the app when your team wins and his extremely poor English which we could hardly understand him as it was. Turned out to be the manager. I would expect the manager to know EXACTLY what you can get. It turned out he was totally wrong. He also stuffed my order up. The young guy fixed it for us and then also brought the free birthday chips over. I found the place very dirty, especially the toilets which I refused to use as they are shared with men and are DISGUSTINGLY FILTHY and STINKS to high heaven. I am surprised the health department hasn’t closed them down for the smell that you smell while still in the restaurant. I am a woman and I point blank REFUSE TO SHARE A TOILET WITH MEN WHO PEE EVERYWHERE. It is filthy. If foreigners want to run businesses in Australia, they have to understand that there are rules in place for EVERYONE. Not just Australian business owners. If it was run by an Australian, I can assure you the doors would be closed by the health department until it was cleaned up. It is sad to say but very true. I wont be back to Casey Central...

I don’t usually leave reviews, but after the absolute disgrace of an experience my girlfriend and I had at Grill’d, I feel compelled to warn others.

We recently won some Grill’d coupons through our local footy club – something we were genuinely excited about. We’re both big fans of Grill’d and thought it would be a fun night out. The coupons didn’t mention any location restrictions – nothing. So we went to the Grill’d closest to us, expecting a nice meal and some friendly service.

What we got instead was downright humiliating.

As soon as we mentioned the coupons, the waitress gave us the most exaggerated, disrespectful eye roll I’ve ever seen in a hospitality setting. It was like we’d just asked her to pay for our meal herself. She made a loud, sarcastic comment about how “people keep showing up with these even though they’re not valid here,” like we were idiots trying to cheat the system. She made us feel small, embarrassed, and completely unwelcome – all in front of a busy restaurant full of people.

We tried to explain that the coupon said nothing about any specific location. She didn’t care. No apology. No compassion. Just pure condescension. Like it was our fault for not magically knowing the fine print that didn’t exist. We were made to feel like we were scamming them – when in reality, we were just trying to enjoy what we won fair and square. The worst part is, we weren’t even trying to get something for free – we were still planning on buying more food and drinks. But after how we were treated, we lost our appetite completely.

We left feeling embarrassed, angry, and disappointed – not just in the staff, but in the Grill’d brand as a whole. If you’re going to run promotions through community clubs, you better make sure your stores are on the same page and treat people with respect – especially when THEY aren’t the ones in the wrong.

This experience ruined what was supposed to be a fun night for us. I’ve never felt so uncomfortable or unwelcome at a restaurant before. Grill’d – you talk a big game about community, values, and customer experience. Maybe you should start training your staff to actually live by those values.

Absolutely...

Delicious sweet potato chips. They alone are worth the reason for going!

Consumed: Smoky Blackbird Black, Sweet Potato Chips Drank: Organic Kombucha TDT: 3.5/5.0

Location I stopped here for a quick bite whilst working with a friend. And it was great. Loved the location and the decor.

Food Black crumb chicken schnitzel with jalapeños, fresh slaw & smoky chipotle mayo – what can I say? This was a solid entry for a burger. First of all, don’t believe the hype. The black crumb means absolutely nothing to the burger. Like at all. It is a fad and that’s it. The schintzel on the other hand was fresh and delicious and the combination was well balanced.

Sweet Potato chips – This is what you need in your life. Seriously. When it comes to sweet potato anything, you are guaranteed a good time and no better time can be had, than wrapping your hands around these bad boys. The only way it could be better?

Remedy’s Organic Kombucha: Look, I don’t know when Kombucha could ever be processed. But sure. I prefer the original and one that you make yourself. So this was ok but I’d honestly give it a miss.

TDT: 1.5/2.0

Cost: Look I should have skipped the Kombucha and chosen another burger. But those sweet potato chips were amazing! On a cost perspective, well, when the food doesn’t fair too well….then not so much. The burgers are quite expensive for a fast food chain… I might have to try again another time.

TDT: 0.5/1.0

Ambiance: This place was awesome and I liked the decor. Definitely felt like a traditional restaurant that served fast food. Not a lot of places could pull it off but Casey did.

TDT: 0.75/1.0

Service: The service was impeccable and they were more than happy to provide suggestions.

TDT:...