Hello Harry (The Burger Joint) Cairns — Restaurant in Queensland

Unfortunately whilst on holiday in Cairns we decided to go here as there seemed to be relatively positive reviews on Google. I am sharing my experience so others can make a more informed choice and so that perhaps the owners can consider further training their staff and, in particular, the managerial staff.

After waiting more than 45 minutes for our food (and having to endure the alarms that were presumably a consequence of burning something in the kitchens) the food came out… cold. I had ordered ‘The Pretender’ a vegetarian pattie which looks like your bog standard burger pattie on the menu but when it arrived it seemed to be completely flattened like a pancake, it was approx 0.3cm thick. I took one bite and was immediately put off by the crunchy texture, so much so that I assumed it was a mistake and immediately went up to the till to advise them of the squashed, crisp travesty I had just received. I was immediately met with hostility from a staff member (Sky) who I later found out was the manager. She advised me that this is how they are taught to cook this specific pattie and had no explanation as to why it looked nothing like the pattie in the picture advertised. She repeatedly asked me if it tasted good and just completely refused to acknowledge that food is not just about taste but texture is also important. She also refused to replace it with an alternative. I was never going to request they cook something differently to how they have been trained but I do not think it is unreasonable to request an alternative dish.

I was deeply unimpressed at this point but since it was clear the situation wasn’t going to be remedied I returned to the table with my friends and we just decided to eat quickly and leave. 5/ 10 minutes later Sky came down to the table to check in and see how our meal was, I reiterated my disappointment and she again was dismissive. I do not understand what the purpose was behind this check in if there was absolutely no intention of remedying the situation, the burger had not changed and it was still disappointingly thin and crisp.

We tried to request a refund for the items we had not yet received prior to leaving. The reason we gave was wait times, not having enjoyed the food we had already had and the fact that they refused to provide an alternative but Sky continued to be rude, dismissive and unhelpful and created an unnecessarily hostile interaction when it so simply could have been avoided.

Having now retrospectively read the negative reviews of this place I am not optimistic that this feedback will be taken on board so in summary I would say just go to Grill’d down the road because, even though I haven’t been, I am confident the customer service cannot possibly...

This place gave me, with no exaggeration, one of the worst customer service experiences I have ever had.

As a European who has been living in Australia for over two years now, and who has plenty of personal waitressing training and experience, I have become used to the lower levels of training of restaurant staff compared to the customer service standards that are usual in Europe and the United States and, come to think of it, pretty much everywhere else I’ve been in the world. Unfortunately, the lack of training, professionalism and frankly, basic courtesy exhibited by the staff at this establishment blew all of my other experiences of mediocre customer service out of the water, and made the service at Fawlty Towers seem like a beacon of excellence.

This is my first time ever writing a negative review on a platform such as this, but I really think something needs to be done to rectify the evident lack of staff training at Hello Harry, and I wish that fellow tourists who, like us, rely on metrics like Google ratings to inform their choices of where to eat, know what to expect.

1. The restaurant was nowhere near full, but our meal took forty five minutes to arrive. We were seated outside and we could smell the odour of burning food coming from inside the restaurant while we awaited our meal.
2. The food was largely cold on its eventual arrival.
3. The patty of one the three burgers we ordered had been bizarrely flattened, and had the thinness and texture of a crisp. When a member of our group politely asked of a staff member for this to be replaced by a patty of normal thickness, she was met with refusal, dismissal and rudeness.
4. A member of staff approached the table after the above had already occurred to ask how we were going with our meal, and when we expressed our disappointment about the wait time, the cold food and the crisp-thin patty (in a very reasonable and respectful manner), no efforts were made to remedy or compensate for the situation.
5. Having become fed up with our experience and wanting to leave, we requested to be refunded for the last piece of our order which we had not yet received, in light of how negative our Hello Harry experience had been, and this was refused. The manager on duty, Sky, was rude, argumentative, disrespectful and entirely dismissive of our very reasonable, and respectfully voiced, complaints and requests for compensation.

I would like to respectfully recommend to the management of Hello Harry to consider implementing some training of...

Hello Harry in Cairns isn't just a burger joint; it's a culinary experience that surpasses expectations in every aspect. From the moment you step in, you're greeted with warmth and enthusiasm by the exceptional staff. Their genuine smiles and willingness to go the extra mile truly elevate the dining experience.

One of the most remarkable aspects of Hello Harry is its impeccable cleanliness. The restaurant maintains a spotless environment, ensuring that every corner reflects their commitment to hygiene and quality. This attention to detail not only enhances the dining ambiance but also instills confidence in the kitchen's standards.

Moreover, Hello Harry sets itself apart with its unparalleled service. The staff isn't just friendly; they're knowledgeable about the menu and passionate about delivering top-notch service. Whether it's offering recommendations or catering to specific dietary needs, they excel in making every customer feel valued and well taken care of.

Now, let's talk about the star of the show: the burgers. Hello Harry's burgers are nothing short of sensational. Crafted with premium ingredients and bursting with flavor, each bite is a culinary delight. From classic cheeseburgers to inventive creations, there's something to tantalize every taste bud. The attention to detail in the presentation only adds to the overall experience, making each burger a work of art.

Hello Harry in Cairns is more than just a burger place; it's a haven for burger aficionados seeking excellence in every aspect. From the outstanding staff and pristine cleanliness to the unforgettable dining experience, Hello Harry sets the bar high for burger joints everywhere. Whether you're a local or just passing through, a visit to Hello Harry is a must for anyone who appreciates exceptional food...