Hungry Jack's Burgers Oakleigh — Restaurant in Melbourne

I ordered a vegan whopper cheese (which is a plant based menu item) in drive thru. The operator put it through as a beef burger. When I arrived home I realised it was meat. Thankfully before eating any. I called up the store and advised of the mistake and that I was passing through the area, so couldn’t drive back for a new meal. This conversation was fine and the person said they would follow up with the operator regarding the mistake. At this point, I was pretty satisfied. Mistakes happens. They advised they couldn’t process a refund over the phone. I was offered a voucher. Not ideal, but it was the only option I could take. It has now been over a week, 7 x phone calls later and still no voucher. I keep getting told by various store managers that they can’t issue it and it needs to go to a district manager. Okay, that’s the process. I guess, don’t promise something to a customer who has already been inconvenienced and is being polite and patient, then not deliver. Leaving them to chase things up. I wish I wasn’t such a principled person and could maybe let it go and say goodbye to that $20 and my dream of eating a delicious burger. Alas, I am seeing this through to the end. Perhaps I’ll update on if I ever get this elusive voucher that’s sitting in a passcode protected file on some District Managers computer who is probably on holiday…

UPDATE: They sent me a voucher by mail that had a 1 month expiry and was only available at a limited number of stores. None of which were in my local area. By this point I just had to laugh and wish HJ’s all the best. I will never be eating here again. Unless I’m desperate and have the time to check my order...

Every time I have visited this place the burgers are barely warm - I’ve given them feedback about their cold food before but they just don’t get it. EDIT: went in tonight and received STONE COLD rebel whopper.

Since the renovation in 2022 the floor has often been sticky and filthy with food scraps, footprints and grime and the tables have greasy, crusted dried food on them. If you look at a review someone has posted on Zomato you can actually see the food scraps and rubbish on the floor as well. You would think the first thing to do in the morning is wash and clean the floors and tables but they can’t be bothered. If you’ve ever been to Japan you will see the pride staff take on cleanliness even though it’s only a fast food restaurant. Edit: 1 Oct 22 came in this morning floor still sticky and footprints obvious and tables still dirty. Spoke to the staff they tell me they making efforts I will review again in a week or two - see additional photos Edit: Feb 23: floor filthy with dirt from tradies. I mentioned it to a girl and she did not seem interested.Edit: 2 Feb 24- as always ordered a burger and yes, it was cold. There is no possible way they know how to make the burgers HOT. I’ve told them a few times and they just will not learn. I’ve been there a few times recently and they still cannot get it together to keep the place as clean it should be. EDIT: 31 April 2024 - see...

Went through drive through tonight, order $40 worth of food, including two coke no sugars. Received two cokes. Went back, drive through lady, named Shinnily, opened the window and said “yeah?”. Shinnily is continually rude and has no customer service skills whatsoever. After every single item ordered, she says “is that all”. Shinnily said that she couldn’t swap out the drinks for the correct ones because one of them had a sip taken from it. I questioned how one could determine it was the incorrect drink without tasting it and asked for the manager. She said fine and walked off. Two-three minutes later a guy, not a manager, brought me two full drinks. One of them had been swapped, but Shinnily obviously told him to just refill the other one, because that was still coke. Will be reporting up because Shinnily obviously has some customer service issues that need to be resolved. Will be getting the correct drink and requesting the store to take a look at cctv to confirm that Shinnily didn’t do anything else with my order because she clearly has an attitude problem. Not suitable for a drive through role. This store also does not answer their phone at all, probably to avoid the complaints arising from a drive through worker who asks “is that all, is that all, is that all, is that all” 20x...