Grill'd Burgers - Tunstall Square — Restaurant in Melbourne

I used to enjoy my meal there after my rehabilitation session but last Friday I was treated like a farm pig by a rude and uneducated mentally sick female employee. The previous Tuesday I ordered my hamburger, I noticed something looked like a plastic film, a polite staff member saw the item and she agreed it was plastic so she made me another hamburger. On Friday same thing, I asked to talk to a manager then a sick girl came and she said she is the manager, she was so unfriedly and unprofesional so I asked again if she was the manager then she said "I'll call him". As soon as she turned back she laughed like "ha ha" and that was so rude. I called her and asked a few times why she was laughing at me but she left. Then a male came and he said he was the manager, I told him that the girl laughed at me but I didn't like the feedback he gave to me. At one point the girl came to talk to the manager, I yelled at her why did you laugh at me, she turned back and before disappearing in the kitchen she made sure I was looking at her and she laughed again. I complained to the manager but he didn't care because I believe they must have good relationship in the working environment. I told him that if the sick girl laughed at me while I was talking to the manager, it means that the manager counts nothing and in my opinion he is a clown. He eventually tried to make me happy by making anothe bigger hamburger plus he gave me a free voucher for a burger but I will throw the voucher in the bin and I won't go there anymore because I feel ashamed. Mind you, I used to go there with another friend on Tuesdays and we spent more than $50, on Friday myself more than $20 but now no more so was that stupid laughing worth the price of losing customers plus getting...

Edit 2: What a difference another two weeks make. Waited an extra 30 mins after the promised time. Bun was dry, chips weren't fresh. Lots of ppl waiting around for their food and a few complaining due to the long wait or incorrect orders. Even saw delivery drivers leaving when they found out the extra wait time. This location seems very inconsistent is my conclusion. Definitely needs a couple more staff. So my score now reflects the average.

Edit: an update 3 weeks later. What a turnaround. The bun was great, chips were fresh and a young guy was at the entrance greeting customers. An extra three minute wait after the promised ready time but I can live with that.

Original review: Decided to give this new Grill'd a try since I haven't had Grill'd for quite some time. Downloaded the app and the first let down was the Tunstall store did not exist when choosing my local store. But, when I proceeded with my order from the Doncaster store, then I would be able to choose the Tunstall store. Go figure!

App said the order would be ready in 7 minutes, but it was not ready for another 15 minutes.

Whilst the staff on duty were friendly, I felt there should have been more staff outside of the kitchen and that they should have received better training in prioritising and segregating their duties. The girl at the counter had to take orders, as well as sorting out the drinks. There should be a dedicated queue for pick up orders.

Onto the food. The wagyu beef pattie was of a good standard. No funny taste. The original bun was a bit dry and crusty. The chips tasted like they had been sitting in the kitchen for a while.

Overall, I think there's plenty of room for...

I'd give it minus stars if I could.

I've ordered from here 3 times.

They've got my order wrong 3 times.

First time I picked it up, didn't check it, had to drive back.

Second time; after waiting way past pick-up time, I checked when I was there but they didn't bother to expedite fixing my order so I had to wait forever for them to fix it.

This time I ordered delivery, they forgot all the drinks and the delivery driver just left it at the front door, didn't bother knocking or ringing the bell, no notifications. So it sat there for 20 mins. Was revolting by the time I found the food. Called Tunstal Grill'd and the person I spoke to said there was nothing they could do and I had to email them feedback.

What a joke. Genuinely just embarrassing for the franchise.

I will never order from Grill'd again.

Follow up: I emailed their feedback account outlining the issues above. Figured I'd never hear anything from them and then went down there to see if I could at least get the drinks. To the credit of the person I spoke to there, they gave me the 2 drinks.

The next day after emailing their "feedback" account, explaining the issues above I received this response:

"...Thanks for reaching out.

I have followed this up with the Turnstall manager directly who outlined your return to the restaurant and confirmed that you received your drinks. " I'll say what I said in response to that email, wow, didn't think Grill'd could top the worst service of my life, but they managed to with...