Grill'd Highpoint — Restaurant in Melbourne

On Saturday, My 4 year old, My mother and my fiance and I attended Grill'd in high point for lunch whilst Christmas shopping. We arrived at 2:07pm and ordered our meal. At 2:30 we were still waiting, we noticed everyone was getting there orders quite quickly. never mind, we waited. 2:45 came around and my Mum got up and asked the staff if ours was on the way as my daughter was getting very hungry. They said it was coming and walked off. 3:05pm came and again mum went up and asked if it was coming, and again we were told it was shortly and they walked off. 4 couples had eaten and gone at this point. couples that had come AFTER us. at 3:15 mum pulled a waiter aside and advised it had been over an hour and we still had nothing, She went to check and at 3:20pm she came back and advised our order had been "Lost". all this time my mother had gone up to see where it was, they actually could have checked in the first place to see it was never getting made! By this stage we were starving and extremely over it! We FINALLY received our meals at 3:35. The staff member who followed it up was great, and extremely apologetic, however the lack of communication was very noticeable. The staff member who took our order kept looking at our table multiple times and still didn't think "Why don't they have there food yet". Besides the absolute stuff around, the food was great. And a massive thank you to the lady who actually took time out of her day to check on our food. She was...

I have visited this place on multiple occasions but never had any issues until today. Ordered two special burgers and two drinks, using the QR code (online). Drinks arrived within 5 minutes and the message was the food will be delivered in 12 minutes and that was 6:12 PM. Waited for over 25 minutes and no food was delivered. Went to the counter and asked the staff member how long will it take to deliver our food. The response was shocking ! There is no order for us. I asked how did they deliver the drinks if there was no order. Staff came down to take the order manually and told me that my order was not in the list and they will make it with high priority. More surprises 😃 Anyway, after waiting for another 10 minutes, 38 minutes in total, which was 25 minutes later than the promised time, finally got the food. Just three words of apologies : sorry for the delay ! Just not enough from a so called reputable food chain.

Another highlight was that, one of the staff members on duty was wearing their uniform that wasn’t washed and dried properly. Everyone was complaining about it to their fellow diners. Surprisingly no one spoke to the staff member. (I didn’t want them to feel uncomfortable, and so were others) Can you please train your team on the personal hygiene and appearance when serving your guests ?

Very disappointed and will definitely think twice before visiting you...

I visited your restaurant with my children 30 minutes ago, and we had an extremely disappointing experience. Upon our arrival, one of your waitstaff informed us that the restaurant was very busy and that they would not be taking any orders. I assured him that we were willing to wait for our order, but he curtly responded that no orders were being taken at all that night. He was disrespectful and left us abruptly.

Despite this, we decided to wait outside the restaurant because my youngest child was hungry and specifically wanted a slider burger. After 5 minutes, we noticed someone else was able to place an order at the counter. I went inside to ask why my order was not taken, and the same waiter told me that he could take orders now.

I requested to speak with the manager three times. The manager saw what was happening but did nothing. When I approached her, she did not make any effort to come over and address the situation. Instead, she simply asked if I wanted to place an order now, despite having already made us wait and feel disregarded.

I have attached a photo of the restaurant, which shows that it was not busy at all, with only five occupied tables and an empty takeaway kitchen bench.

I am very disappointed with the lack of respect and poor customer service we received. I hope you can address this issue so that no other customers have to experience what we...