Grillies ( Whitby ) — Restaurant in Whitby

EDIT - as promised I would update my review on my next visit and I finally made it back 4 months later.

So let me start by saying the Whitby store seemed to change things since my last visit. Although it was busy (Friday at dinner time always is) I must say they did an amazing job with getting the orders taken and completed in a very reasonable time frame. So I'm glad that seems to be fixed and deals with my #1 listed thing below.

The girl there (manager I believe) remembered my situation 4 months after it happened. So kudos to remembering the situation and honoring your promise to replace my burger. So thanks for making my original order right and replacing it with a free burger as well 4 months later. The corporate office also made it right by giving me a $10 off coupon via email. So I think the store has done well with making the customer happy.

My opinion on the food remains the same, and that is that I didn't have an issue with how the food tasted. So still a great place for burgers, that's all I can speak about as I only got burgers on both visits. I'm sure the rest of the food is great as well.

So congratulations as you, the Whitby store, just earned an upgrade from 3 stars to 5 stars. Thank you very much.

I'm leaving my original review up as I think it's important to see what my issues were and see that they have been fixed and the store has made improvements in service time and customer service.

They held up their promise and now I have held up mine as its the right thing to do.

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The first experience was not a good one, but the food was good so I'll give them another chance.

1. Wait time was long, was told 25 minutes ended up being 45 minutes.
2. I get home to find they messed up the order. I ordered a double burger with cheese, ketchup, and mustard. Ended up with a single burger with everything on it.
3. Called the store and they said they would replace it but they were too busy, and the line went dead. Called back and spoke to the Manager and they gave me the option to come the same day. I did.
4. The manager said she'll replace it and give me another burger on my next visit (this review is my proof) when she is there.
5. the cook who "confirmed" he put a double in (I heard him on the phone) can't distinguish between 1 paddy and 2 paddies). Either don't lie about what you messed up or admit the mistake. What bothers me is him laughing when I showed up to have it replaced (he only started after being told about the mistake) and he showed me the 2 new patties while saying "See 2 paddies" I took this as a smarta$$ remark with the way he said it.
6. I've given them 3 stars because the food was good, I got cheese fries (without the Chipotle and salsa by request) they were better than Taco Bell fries supreme. Once I got the correct burger, it was good as well.

As long as they make good on giving me a free replacement for the inconvenience (I ordered takeout and had to drive back) I'll up to 4 or 5 stars.

Wrong orders seem to happen a lot at multiple establishments, not just these guys. Does no one confirm correct orders, I guess we need to go back to restaurants showing you the food before you leave like pizza places do (or used to)

As I said the food was good, so it's enough to get me back. The service is what seems to be lacking, in addition, to cooks who confirm orders when they are wrong. As if I, as a customer would remove one paddy and still complain about having the wrong burger that was loaded. They asked if I wanted to keep the wrong burger and if I could scrape it off, I said no thanks because mine was plain, and the other was completely loaded.

Hope visit #2 changes my view....

I recently had a very disheartening experience at the Grillies location in Whitby, Ontario(03/23/24) that I feel compelled to share. My mother, who wears a hijab, stopped by to order and inquired about the wait time after waiting 30 minutes for her order. Instead of a straightforward response, the staff member on duty at midnight dismissively said, "this is not a shawarma or kebab restaurant," which was not only irrelevant but came across as disrespectful, highlighting a lack of cultural sensitivity and basic customer service etiquette.

Following this, my mother rightfully requested a refund due to the poor interaction and because she cannot spend money at a business that blatantly disrespected her like that. Furthermore, despite my prior call confirming the establishment was Halal, my mother's request to see their Halal certification, a reasonable ask for assurance, was met with refusal. The staff claimed they weren't obligated to show it, raising suspicions about their adherence to Halal guidelines. This was particularly concerning given the apparent use of the same grill and spatula for pork and Halal meat, a clear violation of Halal principles.

This experience has deeply disappointed us, and it's disheartening to see such a lack of respect and accommodation for customers' cultural and...

Awful 1st impression. Phoned to put my order in as I had extra stuff to request. They asked to put it in online. So I did. Buddy said it would be 30 minutes. That was perfect cause I wasn't going to be there for at least 30 to 40 due to my work lunch break. I show up, and they didn't even see my online order that THEY asked me to do. So they didn't start my order until i got there. I know this because the girl at the till looked, and said they had just started it. Next thing in notice, my phone gives me a notifactaion that the order has now been confirmed. I had others at my work that ordered with me as a group order. Needless to say i was steaming. Ordered it online at 7:48pm. I'm standing here still at 8:41pm food still not even off the grill. So many friends at work waiting to hear how it was lol. Not gonna be a good story to tell.

Just terrible 1st impression. Not sure I'll be back. Just pissed right now 😡. They said sorry and thanks for waiting lmao. Your not sorry. And obviously I had to wait.

Pic shows time order should be ready, yet 30 mins later order is actually ready. Due to the fact they didn't notice the online order in the first place. My work orders food every Friday, and this was going to be a good place to go as the food was really good. Small...