Grill'd Point Cook — Restaurant in Melbourne

I’ve always been a loyal customer of your store — my child and I love your burgers and we’ve never had any unpleasant experiences before. However, tonight I was truly disappointed and upset by what happened.

At around 6:40pm, I placed an order through the Grill’d app. It said the pickup time would be 7:04pm. I went to the supermarket next door with my daughter and arrived at your store around 7:30pm. When I asked for my order, the staff couldn’t find it after searching for a while. Without any proper explanation, they just said they could remake it and I would need to wait about six minutes. I agreed.

When the burger was finally handed over, there was no apology or explanation. Feeling uncomfortable, I asked if there would be any apology or compensation. The staff member lightly said he had already apologized and that it was just a "normal mistake" — possibly someone else had taken the order. His tone was dismissive and he clearly didn’t acknowledge the inconvenience caused.

When I pointed out that this attitude was not appropriate, he said he couldn’t do anything. I asked for his name, but he refused to give it, and there was no name badge either. When I asked to speak to the manager, he claimed that he was the manager.

I am extremely disappointed — not only because of the order issue, but mainly because of the attitude shown. Mistakes can happen, and I understand that. But when they do, a genuine apology and respectful communication make all the difference. Today, unfortunately, neither was shown.

I believe loyal customers deserve...

I am a loyal customer at Grilled for many years, but this shop in Point cook, are not welcoming Asian looking customers? you can only see mostly white customers in , and when I tried to order and I got the staff eye roll up. When I try to use my coupon, they try to threaten me and reject me to order, and they said to me if I can’t finish my meal with my coupons that I can’t leave their door, I was frightened . And I said to them I’d like to dine in, and they said to me you can’t take your burger away if you couldn’t finish it, and then they threatened me that they got more staff, and I can’t walk out the doors, they trying so hard to not let me order by using my coupon and left me there alone without taking my orders . I should have called the police, but I was too scared. I wanted to Oder and dine in, and then they keep telling me that if I can’t finish my burger I can’t carry it out of the door. 🥹🥹🥹and then the manager just trying to make fun of me laughing at me and telling me that i can’t take my leftover food home at any shops, in the end they just didn’t take my order, I was so sad, 😞 and wasted my coupon, I wish the head company can check their cctv cameras to see the conversation and their staff and shop manager’ behaviour. Unless the company has a bad culture, and doesn’t care about customers. I will see if they are going to threaten me again after seeing this bad review, they may use some excuses to blame me and to save their reputation. Otherwise how can this company train their shop manager...

Went to grilled yesterday Saturday around 2pm. Firstly very difficult to get into the restaurant with their heavy front door being closed and even more so difficult with a stroller. No staff to assist rather than another customer entering. They dictate where you need to sit very annoying rather than let you choose your seat, with a stroller slightly difficult.

The order taking lady who was serving, taking orders and in spare time cleaning tables completely got my simple order wrong and had to redo my order ? a simple burger and a kids 6 piece chicken bites, that's it. No couldn't comprehend it redid the order again!.

When it arrived the chips were so heavily covered in salt they were inedible. Even the table next to me left their chips behind when they left. I ended up with and charged for 2 kids meals when I only ordered 1 kids meal. The chicken bites were over fried and hard and very dark which indicates a long period of time since the oil change in the kitchen therefore were also inedible.

Point Cook grilled your standards seem to be overlooked.

Would rather get Pizza next time at my favourite Pizza Restaurant who have continued to keep their standards for over 20 years and their Woodfire Pizzas are unbeatable for...