Grill'd Burgers - Broadway — Restaurant in Sydney

This review is to bring attention to the shameful behaviour and gross negligence of the staff and to urge higher management to finally address these issues. There are so many complaints about the staff in reviews yet seems like the owner of the business does not see how the quality of service at this brunch gone downhill. I had an appalling experience at this Grill’d location that left me questioning the professionalism and integrity of the staff. The Incident I ordered a burger to take away. After a while, a staff member called my name but shockingly handed my order to a woman who had just arrived and placed her order a minute earlier. I politely pointed out the mistake to the staff member, only to be met with feigned confusion and dishonesty. When I asked her what name was on the order, she continued playing dumb. Despite my visible frustration, she dismissively said my food wasn’t ready and that I would need to wait longer. Her tone was disrespectful, and she claimed the delay was because they were "very busy," which was laughable considering the restaurant was nearly empty with just two occupied tables. Feeling lied to and insulted, I asked to speak to the manager. The manager acknowledged that my order had indeed been mistakenly handed to someone else and assured me my food would be ready in two minutes as it was being redone. However, when I confronted the negligent waitress about her lies and careless attitude, she laughed in my face, saying she didn’t care and rudely added, "You can’t talk to me like that." The manager stood by her and made no attempt to address her unprofessional behavior. To make matters worse, I saw this waitress happily taking food to the back (probably that girls that left with my order) – I guess this is how one gets a free lunch. Eventually, my food was ready, but the woman who had been given my order returned, stating that she had received the wrong food. The entire situation highlighted the staff’s incompetence and the complete lack of accountability.

What Needs to Change Customer Service Training: Staff must learn the basics of respect and responsibility when dealing with customers. Improved Management Oversight: The manager’s failure to address the situation effectively reflects poor leadership and complicity in the toxic culture. Accountability: Staff members like this waitress, who mock customers and show no regard for their duties, must be held accountable or replaced. Monitoring Systems: Implement checks to prevent food mishandling and staff misconduct.

This experience was unacceptable. I hope the head office takes immediate action to address the deep flaws in management and service at this branch. Grill’d used to be known for quality food, but with staff like this, it will not take long to prove this is no longer the case. I won’t be returning to this location for sure, going to give a try to the burger shop right next to them Sincerely, A Very...

I recently visited Grill’d, hoping for a satisfying burger experience, but left disappointed. The food was noticeably dry, particularly the beef patty, which lacked juiciness and felt overcooked. The gluten free bun didn’t help either—it was stale and crumbled easily, making the meal less enjoyable. It was dense, dry, and had an off-putting aftertaste, far from the quality I’d expect from a chain that promotes healthier options. To make matters worse, the staff didn’t inform me that certain items I ordered were unavailable until my food was served, which was frustrating as I’d chosen this option for a reason. The lack of communication to us felt careless and added to the overall poor experience. You can tell that the communication between staff is also lacking and they weren’t trained well, as they where cleaning the restaurant while my burger was left on the counter to get cold. When we finally got the burger, we had to ask for our drinks which we ordered before that. While the restaurant was clean and the service was quick, these issues with the food quality and lack of transparency overshadowed any positives. Grill’d needs to improve its gluten-free offerings and ensure better communication with customers. I won’t be rushing back anytime soon.

They gave our money back on the burger which was...

Racial discrimination, pathetic service, below average food, and no COVID hygiene practices in place.

While sitting down eating (after ordering food and both myself and my friend both showed our vaccine passport) passports, we were singled out (perhaps due to my beard, tattoos, and that I wasn't wearing a mask, that's its impossible to ear through! Idiot!) By a passing staff member and asked again to produce a passport or if we were vaccinated.

There were eight couples and three individual customers sitting down to eat, and we were the only ones questioned.

We were questioned about why we ordered take away and then sat down (we ordered take away because we didn't want to use shared trays and limit our exposure to sharing food court utensils)

The table we sat down to eat at was filthy and hadn't been cleaned between customers. Over the 30 minutes, we sat and ate our food. I watched as customers came and went using the same tables, and not once did the "concerned" staff member or any staff member clean, wipe down, or sanitize even one table between uses.

Perhaps it might be better practice to clean, wipe down and sanitize your tables and concern yourself with the hygiene practices set out by NSW state law before your harass your patrons a second time to prove they are...