Grill'd Eltham — Restaurant in Melbourne

The service ethos of Grill’d has gone so far down hill that we won’t be back again. Tonight was incredibly disappointing. We stood waiting to order for 5 mins while a long line formed behind us - this wouldn’t be such an issue if the store was pumping but 8 staff members awkwardly did literally anything from straightening sauce bottles to tidying up menus in front of us (all while moving at a glacial pace) to avoid serving customers.

When we ordered, we ordered two burgers, a small onion rings and two drinks. The burgers arrived fine but the onion rings weren’t even warm let alone hot, and we never received our second drink. One of the staff checked on us part way through our meal and when we told them we were still waiting for the second drink, they just told us to keep waiting instead of following up. After we finished our food, we still hadn’t received the drink, so we then had to stand in a queue of 7 people to get a refund. Adding further insult to this, 2 separate staff members approached us and asked if we needed anything and we politely requested a refund with each of them. Both of them said sorry but did nothing. Another staff member went so far as to interrupt the second staff member talking to us to tell them to do something else. The nail in the coffin though was while being refunded, when I asked to leave my number so the regional manager could give me a call about my experience and receive some direct customer feedback. The person serving us told us that they were the assistant store manager and all of this waiting was because the team were following direction from the regional manager to let queues build up so that the restaurant looked busy! This is a seriously misguided service model and in no way conducive to repeat business. In the end, they didn’t even take my details and told me I could wait for an email to reply to send through some feedback. All of this could have been resolved with some simple follow through and if team were empowered to autonomously resolve an issue, but fundamentally is a result of...

recently moved in the place had tried the place mini times and have been pleased with the service and food. but in more recent days the Service and the food have just gone downhill. Tonight me and my family decided to dine in for dinner we stood there just waiting to be acknowledged as the many staff behind the counter just chatted amongst themselves. once we were finally acknowledged we ordered 2 mushroom truffles and a chicken burger for the kids & a couple drinks too ($52). over 20 minutes later we were greeted with cold burgers. I am even left speechless trying to describe these indescribable burgers…my boy couldn’t even eat his chicken. It was more than overcooked; rock solid. So he was just left to eat the buns which was the only edible thing left. We barely finished our food & we’re only there for 15 minutes which is was the amount of time they took to acknowledge us. Just be warned and save your time and money. Travel just down the main rd to The Burger Lounge where they prioritise their customers and the quality of the food. They are affordable & have a wide range of vegetarian options & the kid meals are cheaper; more for the buck The really only good thing about this place is the parking. Last...

This newly opened Grill'd is a great place for family dining, and it's particularly friendly to young kids. There are the usual Grill'd burgers and drinks on offer - which are all quite good - but the big point of difference is the indoor playground.

A section of the restaurant has been set aside for family dining with a great indoor playground and large picnic tables. Our kids have loved running around there with kids from other families while they wait for their food.

The whole place is newly built, so everything looks clean and in good condition, however after just a few months open some wear and tear is starting to appear on the playground already, and if they don't stay on top of maintenance it will get a bit run down pretty quickly.

On the negative side, some nights the place gets extremely busy and when that happens the staff (who are mostly young) get pretty overwhelmed and customer service gets pretty poor. Also the last time we went there was no soap or toilet paper in the bathrooms, so that's not great!

In any case, if you have a young family it's an awesome place for an early...