Grill'd Burgers - Leichhardt — Restaurant in Sydney

Consistently unreliable. Website does not work on mobile phones, cannot do a build you own burger. Website on desktop does not accept credit cards - errors out with login failed.

Only way to order is to drive to the store and wait 10-20 minutes whilst they cook the food.

Does not answer the phone when they are busy, openly admits when busy they don't answer the phone and that they do care about ubereats and take-away customers, just not enough.

Advertises on UberEats but only accepts orders roughly 10-15% of the time, unavailable 85%-90% of the time.

Operations manager provides consistent excuses why service is unavailable, but no offer to improve / fix the issues (Josh + Marco so far). Last time I was able to order was the 18 + 19 october, then back to persistently unavailable.

Food is good, eating in is fine. Just don't expect any service if you want to order take-away (not possible via website, when explaining to staff issue, was told "thats okay", you can phone up or come in instead) or order on ubereats, expect it to be unavailable.

Recent Dates unavailable: 2018-10-27 2018-10-26 2018-10-24 2018-10-19 2018-10-18

Tried again after 6 months, same issues. They just dont care unfortunately. 2019-03-11

2 months later, raised prices by $2-$3 per burger through online platforms, still not available. Clearly their delivery partnerships aren't working for them, prefer they didn't advertise on any of them.

Went to order today (2019-01-05) - it's a Saturday night and they are CLOSED.

Just don't bother with them. There are better Grill'd franchises in the area. Strongly recommend going to the CBD, anywhere but the Leichhardt Grill'd. The team has no idea, does not take feedback seriously and is a languishing business.

2019-06-05 still...

My son and I received and ate our burgers but my partners burger never arrived. As we’d finished he went up to enquire and was told it was sent to another table. There was no apology and he told the waitress that we had to leave as it was now quite late and we needed to get our son to bed. He asked for a refund the waitress was quite surly and told him that he could only get a cash refund even though he’d paid by card. Her attitude after their stuff up irritated him and he told her that they should have apologised and which point she called him a c#nt! Even if he’d sworn, yelled or made derogatory marks towards her this still would not have been an appropriate customer service response. When I asked to see the manager it turned out to be the girl who called my partner a c^nt for complaining about their service. When I asked her about her behaviour she said “your husband disrespected me and if you disrespect me you’re going to get disrespected”. I pointed out she actually escalated the situation and the usual way to defuse was to apologise and validate. Essentially she didn’t care and displayed the same appalling customer service skills to me (although at least I didn’t get called a c*^nt). I told her I was going to take it up with the head office and she didn’t care. As I’ve had no response from head office in 48 hours to either phone or email I can see why there are repeated bad reviews about customer service at this branch. It feels like you’re at one of those restaurants where you pay to be insulted. Very disappointing as I normally love grill’d burgers but I will never set foot in this particular branch, and I will think twice about giving my custom...

I had a disappointing experience at this Grill’d location while picking up an order as a delivery partner. I had two separate orders — one from a nearby restaurant and one from Grill’d — for the same customer. To make the delivery faster and more efficient for the customer, I first stopped at Grill’d to check if the order was ready.

When I approached the staff, one of the team members was unnecessarily rude. She told me I "could steal the order" and refused to hand it over, even though I explained that this was my second stop for the same customer. I understand if there are store policies in place — and if that’s the case, it could’ve been communicated respectfully by simply saying something like, “We can only give you the order once you’ve picked up the first one.”

What made the situation worse was the accusatory tone and the lack of basic courtesy. As a long-time Uber delivery partner with a strong rating, I felt disrespected and offended. Delivery drivers are a key part of ensuring customers receive their food, and we deserve to be treated with the same respect as anyone else walking in.

I hope the management provides better customer service training to the team — particularly in how to speak to delivery partners. We’re all here to provide a good experience to the customer, and that requires mutual...