Grill'd Burgers - Whitford City — Restaurant in Western Australia

Had some unfortunate experiences here, to put it lightly.

Earlier this year, my partner and I ordered some takeaway burgers. We were standing just outside the door, about 2 meters away from the counter when they’d apparently announced our order and we didn’t hear. After some time I asked one of the kitchen staff if they could check on our food for us and they said “we called you like 20 minutes ago, you should've stood next to the counter”. I didn’t appreciate his tone and thought to myself, why did they just call it out once? Why not follow up? Did they even call it out in the first place? We left very suspicious and annoyed and lodged a complaint via the feedback section on the Grill’d website. We were told we’d be compensated with a gift voucher in the mail. Big surprise; we never received it, and I doubt it was even sent out.

Earlier today, my partner and I returned to Grill’d after some shopping and we unfortunately left without one of our bags. I rang the store a couple hours later and explained the situation to one of the young boys working there. After about 10 seconds of complete silence, he gave a very nonchalant “nah, can’t see it.” Consequently, I asked if anything had been left in the office and he replied in a very condescending tone “well, we don’t HAVE an office...” I thought to myself, what’s with the attitude? I’m just asking for help, no need to be on the defense. I reiterated by asking if someone had kept it safe behind the counter, but alas; “nah, sorry.” I thanked him for his help and hung up feeling very disheartened - not by the lack of an outcome, but by the unpleasant experience I’d just had with one of your employees.

I hate to be THAT person, but I worked in hospitality for four years - I know that the customer is not always right and that there are a lot of unpleasant people out there. As a result, I am a very sympathetic diner; I clean up after myself, treat staff with respect and I am understanding when things go amiss, because sometimes sh*t just happens. But the disrespect I have received on multiple occasions was not warranted in any way, and is frankly alarming. My tone was neither accusatory, entitled nor unsavory during either of my experiences. I believe the problem here is staff training - a failure to take responsibility, understand, apologise and treat people with kindness when an issue arises. I am deeply saddened by this situation as this was the place I first met my partner, and it is now tainted with bad encounters....

Grill'd is a burger restaurant that truly delivers an unforgettable dining experience. Located in the heart of the city, this establishment has become a go-to destination for those seeking exceptional culinary delights. As soon as you step inside, you're greeted by the enticing aroma of sizzling patties on the grill, setting the stage for a memorable gastronomic journey.

The variety of burgers offered by Grill'd is truly impressive. From classic cheeseburgers to creative gourmet options featuring exotic ingredients, there's something to satisfy every palate. The quality of the ingredients shines through in every bite: succulent meat, melted cheese, and fresh toppings combine to create an explosion of flavors in your mouth.

The menu doesn't stop at burgers; it also features delicious options for vegetarians and vegans, ensuring that everyone can enjoy a delectable meal. Additionally, the portions are generous, and the value for money is excellent, making Grill'd the perfect choice for a hearty meal without breaking the bank.

The restaurant's ambiance is welcoming and trendy, with a lively atmosphere and friendly service that instantly puts you at ease. The staff is always on hand to recommend the best dishes and assist with any requests.

In conclusion, Grill'd is more than just a burger joint; it's a culinary experience not to be missed. With its extensive selection of mouthwatering burgers, welcoming atmosphere, and impeccable service, it's the perfect place to satisfy your grilled cravings and create tasty memories with...

Edit 22nd June 2025 It has now been one month and I have still not received a call from Whitfords Grilld manager to receive a refund. I have called Grilld on two seperate occasions now, and every time they say the same thing "the manager is in tomorrow and will give you a call". Next I'll be calling Consumer Protection WA to lodge a formal complaint because you are in breach of Australian Consumer Law.

24th May 2025 Extremely disappointing experience. Thank you to the kind member of the public who tried to advocate for me after seeing I was not be assisted by staff and my toddler was becoming upset. Unfortunately, I ended up leaving without any food or a refund because we were about to miss our movie.

While waiting, I noticed people who ordered after me receiving their takeaway meals. I asked the receptionist for an update on mine, and after speaking with the chef, he came back saying the kitchen never received my order and they "don't know what happened". When I asked for a refund, I was told no one on duty was authorised to issue one. I then asked how long it would take to cook the meal, and the response was simply: “I don’t know, we’re busy.” Again, I requested a refund — and again, was told it wasn’t possible.

I have provided my name and number, and expect a refund and an apology. If you are this severely understaffed and disorganised, you should not be operating. The entire place was a shambles. One person before me was waiting 35 minutes for a...