Hungry Jack's Burgers Springvale — Restaurant in Melbourne

AVOID AT ALL COSTS. Giving the store 1 star is giving them too much credit but unfortunately I can’t give them 0 stars.

I went through drive through in the evening on 04/March/23 and had a terrible experience from start to finish. The lady at drive through had ZERO customer service skills. After waiting aimlessly for close to 10minutes she waved at me like she was a robot, said not a single word to me and was bothered when I asked her for the spicy sauce that was not packed into the bag despite of being payed for. The issues don’t stop there.

I asked for the meal to be fresh. Specified fresh chips and a burger. Normally I wouldn’t be the type to ask for the meal to be fresh however on numerous if not all occasions I’m served cold food as if it’s been taken out of the freezer.

After I had a closer look in my bag I noticed that the chips were half filled. I pulled both packets out and upon closer inspection I noticed that the bottom of the chip packet had been pushed in creating a ‘V’ shape. This might not sound like a big deal however with that shape your large serving automatically turns into a small serving based on the volume that it could hold. The staff reluctantly refilled the chips however not to my surprise they were cold and stale. This was only a sign of more issues to come.

The burger looked like it was put together by someone who was on work experience. Now I can forgive the visual side of things however the taste is where I had the problems. Bacon was as close to raw as you can get, beef was burnt and again to no surprise the burger was as cold.

As for the cherry on top, they didn’t even give me any straws. Not a big deal but fitting for the quality that they serve.

I know that this is a fast food restaurant and I’m not expecting a work of art however I am expecting to get what I pay for. After being served rubbish time and time again I thought I should share my experience. If anyone is reading this and is still contemplating give this store even a dollar, please don’t. It would be better for you to...

Subject: Complaint Regarding App Issue and Poor Customer Service at Springvale Branch

To Hungry Jack’s Customer Care Team,

I am writing to lodge a formal complaint regarding two issues I recently experienced with Hungry Jack’s – both related to the mobile app and the service at your Springvale branch.

Firstly, the Hungry Jack’s mobile app has not been working properly. Despite several attempts, I was unable to place an order or access the promotions that are advertised. This caused great inconvenience as I specifically chose Hungry Jack’s with the intention of using the app for ordering and offers.

Secondly, when I approached the Springvale branch for assistance, I was met with unhelpful and unprofessional service. The staff at the counter could not provide any guidance regarding the app, and instead of trying to resolve the issue, I was dismissed abruptly. Most concerning was the behavior of the assistant manager, R. Yash, who was extremely rude in his manner of speaking and displayed no willingness to help.

As a loyal customer, I expect Hungry Jack’s staff – particularly management – to treat customers with courtesy and respect, and to provide assistance when issues arise. This experience has left me very disappointed and reconsidering my choice to dine with Hungry Jack’s in the future.

I request that this matter be taken seriously. Please ensure that:

The app is reviewed and fixed so customers can reliably use it for orders and promotions.

The staff at the Springvale branch, especially Assistant Manager R. Yash, are reminded of the importance of professionalism, politeness, and customer support.

I would also appreciate a written response outlining the steps Hungry Jack’s will take to address these issues.

Thank you for your attention to this...

The people working here literally have the IQ of a chimp. Several times they have botched up my orders, and I've finally had enough. I specifically asked for a plant based whooper with cheese. Instead I was given the vegan equivalent, and there wasn't even cheese on it. I had to eat a disgusting burger mostly because vegan mayonnaise is beyond horrible. I scrapped it off when I got home. When I received my order I specifically asked them if this was the plant based vegetarian burger, and they said yes. Because it was a takeaway order, I didn't realise they had botched it up until I got home. I can't drive and it takes me at least 45 minutes to get there and I wasn't going to take another one and half hour trip on buses to demand to get what I ordered.

I'm never going back here because over the past few years they have given me the wrong order at least ten times. They also botch up meat based hamburgers as well. I've tried to buy them for friends, and they often give you the wrong burger.

I tried calling them half a dozen times to complain about their poor service, but no one picked up the phone.

This place is a disgrace. You can't even get hold of the franchise manager because no one picks up the phone. Why bother even having a phone number if no one picks it up.

The burgers are good IF you get the right one. But there's only a fifty fifty chance of that happening.

I find it difficult to believe this place has a three and a half star rating. I'm beginning to suspect that management is manipulating the rating system here.

Avoid this place...