Grill'd Burgers - Collingwood — Restaurant in Melbourne

Grill’d Collingwood has always been our go-to branch, and our previous visits have been pleasant. However, our recent experience on Monday evening (26 May) left us disappointed.

We visited with Mad Bunday vouchers, which we’ve used before without any problems. As per the campaign, we needed to spend a minimum of $20 to receive a free burger. Our order totaled $21—made up of a $13 burger and $7 nuggets—so we expected everything to be fine.

But when we tried to order, the staff told us we had to spend $20 including the free burger. This confused us. We repeated our order, and they clarified: "You can spend $20 on chips and get a free burger." That explanation didn’t align with how the campaign has worked in our past experiences.

We explained that we’ve used this deal before, and our order met the requirement. Then, quite abruptly, the staff member said: "You misunderstood. I know how this works and you don’t, because you didn’t listen!"—implying we didn’t understand the promotion, even though their explanation still didn’t make sense.

The dismissive tone and condescending attitude were off-putting. We decided to leave and went to the Carlton store instead, where we placed the exact same order without any issue. The Carlton staff were professional and processed the deal as expected.

It’s clear the staff member at Collingwood was either misinformed or poorly trained, or having some communication issues. Regardless, the way it was handled was disappointing and not up to the usual Grill’d standard...

I've dined in a few of these franchised restaurants and this one has a great welcoming vibe to it. On my visit, it was clean, well staffed and felt like it was loved by those that run it. I ordered my food directly from my table using a QR code system that many eateries seem to be adopting, and it worked without fault. My order arrived in good time by a friendly, and well presented, member of staff 👍. So far, so good. Now, the gripe that is about to be put into words is nothing to do with this franchise, but Grill'd itself. The food I had here was tasty and packed full of flavour, crunch and texture, but their just wasn't enough of it for the prices Grill'd charge; and that's my gripe 😲🤔. You just don't get enough for your dollar💲. Portion sizes are paltry. Burgers are well undersized, as are those of their great tasting chips. I enjoy burgers and have eaten a good deal of them in a myriad of restaurants / eateries so can honestly say Grill'd doesn't give value for money. They DO do great burgers, and you won't leave them disappointed with what you ate. Instead, you'll leave Grill'd disappointed with what you paid for...

Went there today and got greeted and for our vax certificates quite hastly but then told to take a seat where ever, most of the tables were dirty and but we found one table, then we waited, and waited thinking someone would come take our order or give us menus, which was weird because there was four staff members and no other customers after too long waiting we realised that we can order through the table qr code. So we did, and it said that it would be ready in ten minutes, we waited 12 minutes past the expected time to check if they had forgotten the order. Then they asked each other if they had an order in our name and looked around and it was just sitting there getting cold. We came thinking it would be as pleasant and quick as Grill'd usually is but...