Grill'd Burgers - Darlinghurst — Restaurant in Sydney

This happened to my wife tonight. “I’m a regular customer and have always received a good service and was offered quality food at their Darlinghurst branch. The low rate of my review is based on customer service and approach done by their manager Christine. In store I ordered take away at 7.50pm, it was busy and I waited by the counter. 36 minutes later I chased up on estimated time for the order to be ready and found that someone picked up my order and took it by mistake. I wasn’t happy but understood it, I then accepted to wait to have burgers made again.while waiting for the 2nd attempt to get a burger, the person that took my order by mistake brought it back and I was offered to have it but I wanted something fresh. Waited 20 minutes, and the order came wrong. Wrong ingredients in both burgers and chips. I got really annoyed onde I was in there for 1h already. Christine then offered to make it again, she insisted that I should have a seat but I wanted to keep an eye on how the burgers were made and stood next to the counter. She insisted, not quite polite, many times that I seat even having me refusing to do it so. Another staff member, Alaska, was kind enough to observe the situation and apologised multiple times and also offered me a voucher for a free burger in the next visit, which I accepted. Christine said she only had one (out of 2 in my order) impossible burger and offered another plant based option, I refused and said that meat should be fine then. She said she’d look for a 2nd impossible patty, I said it wasn’t necessary. She insisted and went to stock. She returned asking me to seat for the 100th time, to what I got really annoyed. She then started asking me to calm down. Look, I didn’t raise my voice. I had my order taken away by mistake, had the order wrongly done the second time, was waiting for 1h for a burger with very poor customer service from their manager. Christine didn’t apologise once for the wrong order. As more Christine was quite forceful for me to leave the counter more stressful and extended the situation became. I asked for a refund, and we started a debate that if I had the refund, I would receive the 3rd burger that they were making. I ended up getting a refund for the hassle and the burger.

Not surprisingly the 3rd attempt to get my burger was also wrongly done and I only observed when getting home. I ordered a vegan cheeseburger and got something with salad including beetroot! Overcooked party, bread was hard. Awful food, awful way of dealing with a customer that waited over 1h for a couple of burgers....

I use to work at Grill’d Westfield and myself and the rest of the team always did a great job. Firstly the uk guy refused to give a takeaway box even though I said after a hour or half you can’t expect all customers to finish it at the restaurant. I ordered to garden goodness one regular bun & mine with a gluten free bun. I took one bite it was hard as rocks when I went to the kitchen for a new bun, he started to argue with me over the bun being edible, bare in mind he didn’t eat a piece of the bun. I said to him I’m not asking for a refund, im just asking for a new top bun. He said I wouldn’t even give you a refund lol, this uk guy didn’t understand an example. He said if you know so much give us some advice in a condescending tone, I told him there’s minutes on everything. He knows no matter how much or long you have worked in hospitality Grill’d has it own online courses for all the dishes and deals. He told me to go to another Grill’d that is unprofessional and the only reason I went there today is because my partner lives down the road if he didn’t live down the road of course we would go to my old workplace. I wrote so much more in my review that disappeared the picture is clear proof of someone who doesn’t give a f about doing a good job not even asking for amazing work, just good. I wrote so much more before unfortunately it’s gone the proof in...

Oh how times have changed... I remember vividly, a time when Grill'd did amazing burgers, both in quality and qantity. a burger would be filling enough and then add that side of their hearb sprinkled chips and you're on to a winner.

Seems like dthose days are long gone. Went to the darlinghurst store today for lunch with my wife. We ordered their HFC Chipotle burger, the Mary's little lamb burger and a side of chips.

Excitedly we wait and what comes out is well.... excitement killer. Why are these burgers we paid $17 each looking like the size of sliders? Hungry as we were, we had no option but to 'dig in' quiet literally, as the traditional sesame seed bun was hard and chewy.

With an aching jaw from eating the monstrosity and a tummy wanting mains after what turned out to be an entree fit for little bubs, we left the venue and had to go get ourselves more food to satisfy the lunch apetite.

I do wonder if it's just this store or has Grill'd really dropped the ball on quality as much as they have dropped their burger sizes to suit perhaps the smallest of eaters.

Super disappointing and not what you expect for a lunch experiwe when paying close to $40...