Grill'd Windsor — Restaurant in Melbourne

Long time customer ordering multiple times a week for 4+ years. However yesterday was a very poor and unprofessional experience and I will not be returning for some time, will be going to the next closest store. I ordered a "Brie Chick" slider trio burger, as well as chips with a dip. I waited approximately 20 minutes for my order and whilst waiting was very disappointed with the staff, all far too layed back, talking very loudly with a lot of swearing. Not a professional work environment, clearly not taking much notice of orders as mine was ready and then sat there for 5+ minutes with nobody realising it was ready and calling out my order (I was sitting directly in front of the order pick up counter) After then going all the way home I realised that my order was incorrect... I had in fact been given 3 beef sliders which I cannot eat and did not order. I had to drive all the way back to the store and park. I informed the staff of the mistake and understand mistakes can happen but I was not apologized to once, but told this was my fault as he said I asked for "classic" as that's what she docket said. when I did not, then being told well he repeated the order when entering it, which he may have but with the loud music I did not hear. He then told me this was again probably a mistake because he heard classic.. 'b r i e - c h i c K, and "classic" don't sound in any way the same to mistaken I don't think. Reluctantly went and explained what happened and finally re made my order correctly. Upon pick up no apologies at all, gave me back the same bag with the same now stone cold chips... No attempt to make up for the mistake in any way and acted the whole time as if it was my fault. Have ordered the same thing for 4 years and only once had another stuff up, where I was treated completely correctly with the appropriate compensation and apologies.

Not the way to treat loyal...

So firstly I would like to say that I eat at Grill'd all the time and order from various Grill'ds in Melbourne through the Relish app.

I also rarely make reviews, but the way I was treated tonight I couldn't not speak out about.

This is now the second time in a fortnight an issue has happened with my delivery while using the Grill'd app for deliver.

However, this time it showed on both the app and my email from Grill'd that my food had been delivered, however, I called the store at Windsor and they confirmed that my order was still sitting there.

However there was nothing I could do except send through a feed back form here (wait days again for a refund) and reorder another meal for delivery.

When discussing this your team leader/assistant manager was speaking to me and I then asked if there was a manager who could refund me straight away. I then over heard him in the background rudely and sarcastically saying “she will only speak to a manager, assistant manager is not good enough” and then both this gentleman and the manager Ash sarcastically laughing.

When I then asked Ash for the male assistant managers name as I wanted to leave a review. She then paused and said Travis, which I didn’t remember him saying was his name.

I then called back your store and spoke to another employee and asked the name of the managers working and he stated Sean and Ash. I asked if a Travis was currently working and he stated there was not.

In addition to me now have to place two orders to get my delivery and double the wait time. I was not offered any apology, compensation, and lied to and laughed at by your...

I am a huge fan of Grill'd and am a regular customer at the Windsor location, however, my recent visit has completely and permanently put me off. The dishy they had on was incredibly rude, unprofessional, and quite frankly, arrogant. Normally I wouldn't go through the trouble of writing a review, as I used to work in the hospitality industry. myself so I am not usually one to criticise, but this young man was completely out of line. He walked past our table and kicked my chair, knocked my cutlery off the table, only to look back at me and scoff whilst rolling his eyes as though I had done something wrong. I strongly encourage the manager at this particular location to have a chat with their staff, especially their dishies/kitchen hands, about basic customer service and manners. Once again, I will not be coming back here. If the Grill'd team would like specifics about who this individual was, I am more than happy to supply...