Grill'd Burgers - Melbourne Airport — Restaurant in Melbourne

Whilst their hamburgers and chips are nice, from my experience with the store manager at Melbourne Airport store on the 27th of February, I refuse to go to Grilld's again. Been a regular customer until recently due to my dealings with the store Manager there. Issue related to being over charged and charged twice for the same meal on the same day. Made payment using tap & go using my ZIP account and only realised the error whilst looking at my ZIP purchases in my app the day after. Whilst they accept ZIP as a form of payment they cannot do a refund to ZIP, as the Manager continued to indicate without giving an alternative solution. Not good if refunds cannot be made back onto ZIP, but that's another issue!! ZIP is the same as any other credit card with credit card number etc available. Manager asked for receipts which I didn't have. Who keeps burger purchase receipts!! Manager could see, looking at my past transactions on ZIP, that I had been a regular customer yet wanted a receipt. The same purchase amounts for the multitude of times I went there was visible. ZIP purchases in the app have the purchase references, which I was told was their references, yet the manager couldn't review the purchases. All together my experience was awful and poorly handled by store manager. As I stated he continued to say they couldn't give a refund without an alternative.  After a few attempts and a short pause in conversation by him that they can't give a refund I started to ask about an alternative and he then said, if you let me finish I was going to offer an alternative. I was getting frustrated due to manager being slow to suggest a solution, him pausing for a period after talking which made me think he was finished talking but instead continued to say they are unable to refund the money. Finally given 2 burger vouchers as a refund. Will hand them to a homeless person to use as I won't be going there again. Poor way to treat...

First of all, it is very hard to find inside the airport, it is completely tucked away and hidden. I did an order for pickup through the app, it notified me my order was ready, when i arrived i was stood at the counter for almost 10 minutes waiting to be acknowledged by a worker, there were at least 5 workers behind the counter yet they all completely ignored the fact i was stood at the counter waiting to be served. I eventually had to say excuse me to one of them who gave me my order that was sitting behind the counter the whole time. They then informed me that I had to go to the bar to get my drink that I ordered (one of the new summer soda drinks they have brought out). When I got to the bar counter the guy had no idea what I was talking about and proceeded to tell me they had run out of cups to put it in. He had no idea what he was doing, it’s not his fault they didn’t have any cups but at least offer a refund or partial refund, i settled for a cup half the size. $9 for a drink the size of a small coffee cup that was meant to be double the size. This store needs to work on its...

Just sat at the table and asked if the table could be cleaned, the waiter ignored me the first time so I asked again and offered to do it myself as he looked busy. The guy responded very rudely without looking at me. He then came with a very damp cloth to the point of dripping everywhere and all of us ended up being splashed around the table covering us with all the food scraps that were on the table. He then left angrily and throw the wet cloth onto a water bucket near the grill splashing the grill and the food on it with dirty water. We left straight away and went elsewhere. So unprofessional, I get it that they are understaffed but at least be polite. Most restaurants in Melbourne airport are very dirty without a single table clean to seat and eat. Every time we go to the airport we eat at grill’d. I will never go back again. We were gonna have a goodbye dinner with my family before their flight back to Europe and instead had this shocking experience. I don’t care that the burgers are delicious, if the place is dirty and the staff unfriendly, the food alone is...