Grill'd Burgers - Eastland — Restaurant in Melbourne

On Sundays I like to order online for pick up on the app and plan it in line with my break times. Today (10/8/2025) was the same usual run, but instead it went very bad.

I ordered on the app and when I came to pick it up on the scheduled time stated on the app. I notified the staff that I’m here to pick up my order, she responded with a yes and that it should be done shortly. 20 mins later I received no response nor my order.

I then proceeded to ask the front of house member on an update on my order and whether it was coming, because I was running late now and only had 15 mins left of my break. She responded with “I’ll check” and after 5 mins of lingering around again in store, I proceeded to ask for a refund because at this point it was way to late and now I don’t have time to eat at all. Front of house had declined my request for a refund and said that the order is being made now, Because they gave my order to the wrong person.

So this whole time they had ignored me and never made my order in the beginning?! If I never asked about my order I would have been sitting there idle for an hour for nothing?! I was appalled by this turn of events and left really upset and hungry :( now I can’t even eat my burger and fries until the end of my shift. Which is another 5 hours. And I was late relieving a staff member and had eaten up her break time.

I understand hiccups or misunderstanding happen but even so, the moment I arrived that should’ve notified them that Im here to pick up an order, instead of me having to ask them again after 20 mins of waiting and finally cooking it ?! I didn’t come to the store to loiter around and do nothing. The worse part is no apology was given just a “here’s your order go away” type attitude, Like I was the problem :( I felt so...

We ordered 5 burgers from grilled and serving of chips. Our order showed it was picked up at 8.49pm fir an order which was ready to pick up at 8.41pm and delivered at 9pm. We are only 1.4km from the store.

When we opened the bag we found our burgers had been packed in paper like those from Mcdonalds and not the boxes they have always been in every other time. This would not be an issue except our burgers were cold . This would be as the order sat for 8 minutes. It may be a short time but long enough for the burgers to get cold as the paper they were wrapped on would not kerp them warm. The burgers had a rubber around them with a tag but nothing written on the tags and therefore no idea which burger was which as all different burgers were ordered. We had to open each burger to try to work out which was which. The burgers werea squished where the rubberbands were. The chips were ordered with herbed mayo dip which was missing from our order. Not only did we get cold, squished burgers but mayo we paid for was not included with our delivery. This is the last time we order from Grill'd. Extremely disappointing and cold, squished burgers and missing mayo did not go down well. Be aware if ordering burgers from Grill'd as looks like now they are wrapped in paper and won't keep your bugers warm and will be squished by the rubber bands. High probability they will...

I was greeted and served by a very friendly and enthusiastic staff member.

Ordered the Sir Truffle Wagyu Burger, sweet potatoe chips, and a double ginger drink. Didn't wait long for the food to come out.

Sweet potatoe chips was great, Wagyu burger very lack lustre - wagyu pattie was too dry, firm, and tasteless, double ginger beer was just ok. I also think the tradition buns and the overall burger was very average for the price.

During my visit, I found all the staff to be very friendly, enthusiastic, and efficient.

The word "wagyu" implies that your customers are getting something special and premium; and the word "specialty" implies that you are really good at something - in this case, Grill'd would be misleading to use these words on the menu.

I think Grill'd should review the recipe or cut of beef used for the wagyu pattie. Wagyu should be very juicy and full of flavour.

Visit Chubby Buns in Greystanes, Sydney, if you want to know what a good wagyu burger is (very...