Hungry Jack's Burgers Craigieburn — Restaurant in Melbourne

I have ordered from Hungry Jack's multiple ways:

I would like to note that I am often purchasing for six people, so my orders are quite large, earning Hungry Jack's a good amount each time I order.

I am also speaking as a former fast food store manager and a current retail store manager.

Menulog First time, it arrived with my daughter's cheeseburger missing from her kids meal... I let it go and gave her my burger (which was a chicken royal). My daughter is six years old and very understanding.

Second time, my daughter's nuggets were missing... I called for both the burger and nuggets and was told I could pick them up anytime. I am a carer in a six person house with a child, sometimes it is difficult for me to go out and pick up food, hence why I order instead... I let it go and thought maybe I can pick the up sometime or ask for it in the notes of my next order and hope they are able.

Third time, they did add my missing items to this next order, however I have no sauce for my daughter's nuggets, no napkins and no straws... both drinks were spilled over the cups and very sticky.

Forth time, Once again... my daughter's burger is missing (this time a chicken royal). I call 19 times... 6 of which I was hung up on and able to hear some not too nice comments on one of those hang ups... a few of these calls were engaged and the rest rang out... I can deduce that this was intentional based on the comments I was able to hear in the hang up on the first call. I stayed on my phone ringing for the last time before I gave up and tried for a refund through menulog or go down to Hungrys Jack's when able to explain what had happened. When the phone was answered I was asked for my order number, no problem... I was asked for my name and number... also fine... I explained the missing burger issue and was told "you can come down and pick this up anytime"... This is nearly an $80 order... I paid a marked up price for this burger (and whole order) to be able to have it delivered... so I asked "Can I please have it delivered?" and his response "No, I'm sorry... there is nothing I can do." I said "Fine" and hung up...

This was their mistake... their 4th mistake... and I am expected by them to drive down to pick up one burger that I paid a marked up price for... I was not offered a refund or a freebie (which is what I would have done when I worked there). I order online because as a carer with 6 people, it is difficult for me to get there, which is why I order online for delivery.

The rudeness and lack of empathy is appalling, I would not be pleased with my staff if I worked there.

Perhaps I can order one last time and receive the missing burger in another order... hopefully with nothing missing... ha ha ha wishful thinking.

I am actually going to try to go down to the store to pick it up... then I am done with them.

Drivethru First time, grilled chicken burger missing, I had to go into the restaurant to have them get it for us.

Second time, parked for 11 minutes, missing a large onion rings, caught the staff member while she was still in the drivethru, told to park while she collected it for us. Waited 6 minutes... they came and then whole rest of the order was now cold. The onion rings were sparse compared to normal and were burnt.

DO...

I've been here both in-person and ordered over UberEats and the service has been awful each time.

The restaurant is always dirty, there are always wrappers and trays left on the table that don't get cleared, making it hard to find somewhere to sit. The floor is always dirty, whether marked by shoes or random bits of food from previous customers.

Each time I have been in person, there were rowdy teenagers sitting in the corner playing their music incredibly loudly and screaming at the top of their lungs, making it impossible to want to sit and eat your meal there.

The staff have themselves haven't been unpleasant to deal with, but it's obvious they don't take pride in their work or their store, or that they aren't treated well enough to care about the place to begin with (working in fast food sucks, I get it!).

Whenever I have ordered in UberEats, it generally takes 40+ minutes for my order to even be prepared, meaning that I might not get my order until an hour after I first placed it. I have even had Uber drivers who have accepted the job and then cancelled it because the wait time for my food to be made was too long and they didn't want to spend 40+ minutes waiting for one job.

Then, when I receive the order, there are usually items missing or incorrect items delivered with no explanation (did they simply get it wrong, or were they out of something and substituted it for something else instead?)

The first couple of experiences, you brush it off as "busy night", or just a random bad experience. Sometimes it's just like that with fast food outlets. But every time I have dealt with this particular location, my experience has been terrible.

Not worth spending the money here. Honestly, spend it elsewhere where you'll get your food quicker and your experience will be more pleasant. We get fast food for the convenience, but this has been nothing but...

Teenage labour might be cheap, but it is also rude beyond what a normal grumpy teenager is ridiculously slow at filling and dispatching orders. Drive thru is always a joke, they always park you and basically beat you to the wait space with your cold, soggy bag or forget about you. Any normal person would remember that and think better of sitting in that mess and get out of the car and order their food at the counter. That silly person is met with a bomb site of a store, but it's busy, you can understand that. We all worked a job like that when we were young. Once you watch all the people served after you get their food, you start to wonder what's happening. But give them a bit more time. After 30 minutes of waiting, you approach the counter and politely ask what seems to be the problem. They ask what the number is on your receipt and then tell you they've been calling your number for some time and didn't know where you were. By now, you're more than likely to either snap or snap badly. I explained that wasn't possible, I'd been sitting there watching, not playing with my phone or sidetracked at all. I had it explained to me pretty abruptly "well we called you and you didn't answer" I snapped then saying that I had watched closely at a particular order that was called many times but was not mine and then asked which staff member had called out the number but was met with a manager smiling ever so sweetly at me and saying "I'm so sorry about this" and walking off. By the time I walked back in the door at home, a full hour had passed. We live 2.6km from this place, it's a 5 minute drive. To top it off, one of the drinks leaked everywhere, so much so that it would have been impossible for...