Grill'd Macquarie Centre — Restaurant in Sydney

I used to really like Grilled, as I knew that I could easily get a vegan burger on the run - unfortunately this is not the case. I went there on Saturday and as usual got a vegan burger, it tasted a bit different than usual so I asked the wait person to check if it was in fact vegan - turned out that they put Mayo on it (and I don't mean the vegan kind)!! - there was really not much of an apology - oops, someone didn't check it and do you want a refund or a new burger - completely didn't get it! Appalling!

Firstly, luckily for them this is an ethical choice I make, but had it been my friend's daughter who is severely allergic to eggs, this would have been a very different issue.

This mistake is completely unacceptable and the response completely inadequate. I won't eat there again.

UPDATE: I was contacted by the manager and told that they have upgraded their processes to avoid a repeat of such incidents.

UPDATE: I decided to give them another go. Unfortunately, yet again, I was served non-vegan food (this time it was the cheese), and the staff showed no concern whatsoever.

This is BY FAR THE WORST grill'd restaurant around (there were a couple of other instances where they got my order wrong). Either the staff there are utterly incompetent or they really have it in for anyone who is vegan and get things wrong on purpose. I've given them a few chances over the years to get it right but they just don't care. I won't be going...

By far the worst grilld location and experience ever. Usually have no issues with any other location but this place was just abysmal. Ordered take away and patiently waited in the restaurant for 40 minutes. Although the restaurant was hardly busy, maybe like 4 or 5 tables occupied i gave them the benefit of the doubt that maybe they were understaffed or had a lot of online orders. When i finally asked someone what had happened to my order they told me that it was in the take away section(?) this whole time. Mind you i was seated close to the counter so i could hear when my order was ready. I said I didn’t hear my name called out or that i should even keep a look out for it at said section like?? Shouldn’t you be notifying me when it’s ready? I wasn’t even aware grilld had specified take away sections? In this case, a bench underneath the counter. The girl i spoke to said they could remake it and it’ll take an additional 7 minutes. no apology or anything. I grabbed my order and left because why would i want to wait around even longer than i already have? There was actually another gentleman beside me that saw the whole thing and told me that he too had experienced the same thing, except it had been an hour wait for him. Just very poor customer service, extremely disappointing. Will be sure to avoid this place, an...

How is it possible that, after coming here for years and regularly ordering the Monday bundle, I had such a poor experience today?

I told the cashier that I wanted one of the three burgers for takeaway (for my sick friend), while my husband and I would eat the other two dine -in. I even asked if I should pay for the takeaway burger separately so it wouldn’t affect the bundle deal. They assured me that wasn’t necessary.

But when the food arrived, all three burgers were served for dine-in. I reminded them that one was supposed to be takeaway, and they flat-out refused to repackage it—despite the fact that I had already clarified this when ordering. That makes no sense at all.

I was told there was no solution available. I dont know if they expect me to wrap the burger in a napkin myself, because they wouldn’t even provide proper packaging. I was so frustrated that I just asked for a refund. We didn’t eat, and I won’t be returning.

The service was disappointing, the management unhelpful, and no effort was made to find a reasonable solution. What’s worse is that I paid full price for the third burger (no bundle discount), and they still wouldn’t accommodate a simple takeaway request.

Honestly, it’s a shame—they chose to lose a loyal customer, waste food, and refuse a basic request. It just...