Dougies Grill Bankstown — Restaurant in Sydney

I have been a regular customer at Dougies Grill Bankstown as they are very close to our workplace. Today I had possibly the worst customer service experience with Dougies after an order placed through Uber Eats had not arrived after more than 90 minutes. The Uber driver was not answering my message so I called the shop only to find out that my order had not even been collected. I told them that I will walk there and collect myself and requested they reheat the chips. When I arrived, the driver had just arrived as well, meaning that my order had not even been collected by the driver. The young lady from Dougies was extremely unhelpful and was trying to tell me that they confirmed with the driver that he can deliver my order and since that was confirmed, that was when the Uber Eats App started the count that my order is on its way, which it was not. I never realised that this is how Uber Eats practices are as I have never experienced this problem before. What was most disappointing it that there was no apology and I was made to feel that somehow I was the one in the wrong and not understanding of them. And they did not even bother to reheat my chips which had been sitting there in a box for more than 90 minutes. Whilst the food may be quite nice, I rate the customer service poorly today and will not ever use Uber Eats service...

I usually don’t write reviews, but after visiting this restaurant a few times, I felt it was important to share my experience. Unfortunately, the customer service has been consistently disappointing. On three different occasions, I have been met with rude and dismissive behaviour from one of the staff members(one who takes orders at counter)

What stood out most was how differently this person interacted with customers who spoke Arabic. I noticed that he was polite and welcoming to them, but his tone completely changed when speaking to others. It made me feel unwelcome and uncomfortable. I truly believe that everyone deserves to be treated with the same level of respect, no matter what language they speak or where they come from.

I understand that sometimes people have tough days, and we all go through stressful moments. However, when the same attitude continues over multiple visits, it becomes a pattern rather than an exception. It’s disappointing because the food itself is decent, but good food cannot make up for poor customer service.

I hope the management takes this feedback seriously and provides better training for their staff. A little kindness and respect can completely change how people feel about their...

Saturday night and we decided to have a Charcoal chicken for our family dinner. Dougies is the closest one so we tried for a change. Chicken is quite more expensive than the ones we usually get, considering the taste and presentation were not that great. Chicken tastes bland, even I opted for Lemon and herb bastings, we couldn't really taste the flavour, and all the other sides included (small fries, piece of Lebanese bread and 2 slices of beetroot pickled) were all chucked inside the small take away bag. Stood at the restaurant side door, waited for 25 mins for my simple 1 whole chicken meal deal to finally come. I also requested to cut chicken into 8 parts, but so dismayed when we saw the chicken looked cut however they wanted it to be. Some chicken meat parts were off the bone and because it was cut in 4 or 5 unevenly and, like what I've said, was cut however the way they want. Anyway, I can overlooked the presentation and cut and stuff if only the chicken tastes great. Anyway, having said that, and experience poor customer service and for long wait, We decided not to get the next charcoal chicken...