Grill'd Burgers - Cairns Esplanade — Restaurant in Queensland

I’ve been ordering from Grill’d for a long time and never had an issue — but tonight was a real letdown. I ordered via Uber Eats around 8:00 PM. At 8:50 PM, the delivery driver picked up my order and then cancelled the delivery. My food never arrived.

I called Grill’d Cairns immediately. They confirmed the driver had collected the food and told me bluntly that “the driver definitely stole your food.” But they offered no help, no apology — and when I asked if I could place a new order, they refused, saying they were closing in 15 minutes.

I didn’t even ask about a refund — I just wanted to reorder. Yet I was turned away.

Now, I’ve just received my second order on time, placed an hour after the first one. Grill’d accepted it and prepared it without issue. So why was I refused earlier when I tried to place a new order directly after the cancellation?

I appreciate the refund from Uber, but I’m very disappointed in how the Grill’d Cairns staff handled the situation. There was no customer service, no ownership, and a very dismissive attitude despite me being a long-time customer.

I hope management takes this seriously — otherwise you’ll continue to lose...

They guy who greeted us at the door was really nice, small over the top but still nice. Even told us to go to schnitz. (Should of taken his advice)

Unfortunately halfway through my burger I found a hair. When I called the waitress over to let her know (because who wants to eat someone’s hair) She got defensive and and told me “I would never come to your work and speak to you like that.”

When asked to what she was referring to she accused me of swearing at her. All I said was “hey there’s a hair in my food and it’s disgusting” There was other people at the table who heard the entire interaction and even they where confused as no one swore.

The manager came to the table and was super dismissive and kept asking me what I wanted to do about it and if I wanted a refund. Sorry would have. Even sufficient but all I was met with was excuses of how they where super busy and behind. I get it , it’s school holidays and people are stressed, but it’s not an excuse to be rude.

Super disappointed and if zero was an option you bet...

Five stars

Why 5 stars you may ask?

Was it the ambience? The quality of the food? The easy parking and convenient location?

I suppose, yes. That is PART of why I gave this place the highly coveted 5 stars.

But no......the real reason. The truest reason. The answer you will find in the depths of my heart ... In the furthest crevice of my being...

Is an angel named Alex

There he was....Hospitable. Courteous. The very epitome of a modern day James Dean.

Even now as I sit, eating my burger and fries....all I can think about is this young, titan of industry....Alex

Oh my dearest son, how I long for my employees to be like you. To serve, and smile and strive under pressure like you. With a cool demeanor like Patrick Swayze in Dirty dancing.

People of Cairns. Neigh. People of Australia.

Hear what I say.

Come to Grill'd.

Come and see this customer service icon in the flesh.

Give him a tip. Give him a high five. Shake his hand like the manly man you are.

And you will feel the inner peace and joy I feel right...