Grill'd Moonee ponds — Restaurant in Melbourne

This was the worst experience i’ve had at a grill’d and I literally work for the company as a an ex TL and current manager..

Firstly they didn’t add my workers discount that i asked for them to add, TWICE. when i asked again after realising they made me pay the full amount they said there was nothing they could do (which isn’t true as i’ve dealt with the same mistake by my team members many times before but i just left it) I also asked for no tomato or tomato relish since i’m VERY allergic and to replace the relish with sweet chilli mayo which i paid extra for.. the burger came out and had both tomato and tomato relish AND the wrong bun while also still missing the sweet chilli mayo that i paid extra for. when i asked they kindly replaced my bun but left the tomato and relish on there while still the sauce i paid extra for. there was also a crazy amount of avocado on there (i love avo but the amount was just absurd and idk how it got past the wrap bench looking how it did) Then i finally gave up and asked for a refund and they only refunded the burger and didn’t refund the extra sauce i added to it lol… i’ve been working at grill’d for 3 years at different stores and never had such bad service. they were also barely apologetic which is NOT the grill’d way. and I have never seen so many mistakes on one order before. unfortunately i’ll have to pass this on to the other ARM’s. this was really...

I was served a cold, hard burger that was completely inedible. When I requested a fresh replacement, the staff member returned with what appeared to be the same burger—still cold and unappetizing. I then asked for a refund, which was refused. The staff member claimed the restaurant does not issue refunds and said she had spoken to the manager over the phone. I asked to speak with the manager directly, but he refused to come to the front and instead had a young staff member argue with me. When I stood my ground, she threatened to call the police. I encouraged her to do so, but no call was made. While waiting, I noticed numerous one-star reviews for this location and observed that the burger prep area was visibly unclean (see photos). This experience was extremely disappointing. Between the poor food quality, unprofessional service, and lack of cleanliness, I would strongly advise others to avoid this restaurant, especially as they have no accountability or pride in what they are serving their customers. I never received the refund. Update : I’ve reached out to the zen desk with no response. I’ve reached out to head office with no response other than they can nudge you. They said you, the owner would look at it. Still nothing! This seems like a standard response, no accountability, just avoidance. Totally unacceptable...

This Grill'd is the worst I have ever been to by far. After being served my burger, I noticed that there was a hair in it (which was supposed to be avoided by the staff wearing headbands) but none of them were. The lovely waitress was super apologetic and took it back to the kitchen where they made me another. Unfortunately, their second attempt was worst than the first. The patty was burnt to hell and completely inedible. Upon being understandably frustrated, I went up again to tell the staff that my burger was burnt. The girl Jess who looked to be in charge (who I later found out wasn't and there was not a manager on the floor) refused to refund me because it was apparently "against their policy" despite serving me two inedible burgers. After wasting over an hour of my time, she continually refused to give a refund and she rudely asks me to leave - accusing me of "disrupting customers". At this time, one of the other kitchen staff - a short, babyfaced, blonde teenager proceeds to put her hands on my mother and demand us leave! It was only after we threatened to call the police so that they would give us a refund did Jess finally decide to call upper management who said it was absolutely fine to do so. This was a legitimately shocking experience that left me and my mother unwilling to ever walk into another...