Grill'd Burgers - Plenty Valley — Restaurant in Melbourne

Our first time coming in last night (Saturday 30th aug) around 6pm and the place was nearly empty. I placed our order ( 2 adults and 3 VERY hungry kids) and it said on my email the order will be ready by6.17pm. The place started filling up very quickly with people sitting down and ubers. For the next whole HOUR we watched the nicest word I can say CHAOS with staff NOT knowing what they are doing at all, I have not seen such disorganised mess in a long time. Putting food into uber bags, taking the food out of the bags and putting it on the plate to then serve people at the table with that food, and that happened on least 3 occasions while we were there. 45 minutes later we asked the young man delivering the food to another table what is happening to our order, he asked for order name and said he will check, however 20 minutes later and no word from him nor our food coming. When the food started arriving to people that arrived after us I got up to enquire. To my surprise there were 4 of us there trying to find out when our order was coming. A couple that was there even before us and a family that came just after us and a group of friends that came 20 minutes or so after us. Watching them scramble to find each order. The man with his family that cane just after us asked for a refund and while they were processing his refund another worker was placing food on their table ??!!!!! They couldn’t find my receipt, he searched and then printed a new one while informing me my food is already cooking a d will be there in 5 minutes. Eventually they got the food out not in 5 minutes but probably 10, however the drinks and 3 sauces were there. Asked the staff and she got 2 waters for kids (I have 3 kids and ordered 3 kids meals). I asked for sauces that I ordered and had to show her on my email receipt which ones, she went got one and then asked to see what the other sauces were. We never ended up getting a 3rd water bottle. Just before we were ready to leave another 2 tables were waiting for their food for an hour at this stage and kept looking and waiting before getting up to enquire. Then their phone starts ringing, they let it ring to the end, then the phone started ringing again, this happened 5 times and they have ignored it every single time, at one stage a young man took the phone and put it behind the counter while the phone continued to ring. As we were walking out the phone started to ring for the 6th time !!!!!!! Perhaps send your staff to mcdonalds to be trained from those kids. The place needs to be closed while you employ more staff and then train then and make sure everyone knows what their actual job is, because this was the worst service I...

Lady manager was so rude. She converted our dine-in order to takeaway even though order was placed at 09:19 pm with dine-in written on order receipt. While asking for a single plate, she wasn't ready to give that as well, we only got when my wife intervene. Once we had food, i asked for my tax invoice, she said machine is closed , cant provide. I asked i can get tomorrow, again she denied not possible as all data is gone once we close.

I asked about complaint letter, she denied. Asked her name, again denied. Her manager name, she said she is the manager.

She was simply trying to get away with the situation by not providing any consumer rights tonus

We were then about to leave as i asked my wife, i have details. She then loudly shouted and said she will call police if i have photos of her. I accepted calling the police and communicated that we can wait now and my phone is also there for them to check.

She then forced us to get out of the place without providing us any info.

The staff member is not at all aware of some basic rules for consumers, but rather than knows how to insult and mistreat them.

Anyways, I have made the official complaint now, lets see how it goes.

Another update after couple of day: ‐------‐------------------------------------------------- Management replied through email with apology along with internally taking this matter forward. They also provided the receipt.

Hopefully, staff members would have learned an important lesson to follow the rules. As a basics, everyone should be aware of some basic consumer laws to avoid these kind of situations.

Expecting should not be suffering these kind of...

The food is ok! but these are bunch of unprofessional kids with no supervision. I just picked up my order (ordered online), and got home to eat and conitune my work and I have seen its not my order! I saw when I said my name, they had doubt but they didnt even ask me whats my order and their bag is stapled so its not easy to check! and I trusted them! Well, I couldnt go back to shop again since I have to work so I ate another order burgers which clearly were not mine and god knows who received mine! the reciept was washed out and I couldn't read anything other than my name! This is not the way of working! I called them to tell them, the manager said, this is order we received!!!! Lying obviously! I ordered online so I can still refer to my order history on the app! STAY AWAY FROM...