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Grill'd
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Grill'd

Grill'd, a popular Australian burger chain, offers a diverse menu of fresh and healthy options. With a focus on quality ingredients and sustainable practices, Grill'd aims to provide a satisfying dining experience. While some customers have expressed concerns about pricing and wait times during peak hours, others appreciate the restaurant's commitment to supporting local communities through their Local Matters program.

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COMPLAINTS SENT THROUGH AJUST

Live Campaign

Incorrect chicken in salad

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My complaint was closed by Ajust.
Debbie
Incorrect chicken in salad

Debbie

July 12, 2024

Customer felt hungry and let down

Outcome Sought

Apology

Compensation

Other

Other

Late order, noisy atmosphere

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My complaint was closed by Ajust.
Rod
Late order, noisy atmosphere

Rod

July 8, 2024

Uncomfortable, lacking service

Outcome Sought

Apology

Compensation

Other

Other

Order cancellation and refund

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My complaint was closed by Ajust.
Nishant
Order cancellation and refund

Nishant

July 6, 2024

Customer did not receive order and has to chase for refund

Outcome Sought

Apology

Compensation

Other

Other

Not receiving free item

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My complaint was closed by Ajust.
Ron
Not receiving free item

Ron

July 1, 2024

Frustration

Outcome Sought

Apology

Compensation

Other

Other

Quantity not acceptable

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My complaint was closed by Ajust.
Debra
Quantity not acceptable

Debra

June 30, 2024

Feeling ripped off

Outcome Sought

Apology

Compensation

Other

Other

Take-away policy

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My complaint was closed by Ajust.
Ravneet
Take-away policy

Ravneet

June 17, 2024

Unable to take away food

Outcome Sought

Apology

Compensation

Other

Other

Overcooked chicken

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My complaint was closed by Ajust.
Dylan
Overcooked chicken

Dylan

June 12, 2024

Couldn't bite through it

Outcome Sought

Apology

Compensation

Other

Other

Long wait time

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My complaint was closed by Ajust.
Michelle
Long wait time

Michelle

June 5, 2024

Frustration

Outcome Sought

Apology

Compensation

Other

Other

Undercooked patties

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My complaint was closed by Ajust.
Paul
Undercooked patties

Paul

June 2, 2024

Unsatisfactory meal

Outcome Sought

Apology

Compensation

Other

Other

Incorrect order

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My complaint was closed by Ajust.
Luke
Incorrect order

Luke

May 21, 2024

Disappointing, person is coeliac

Outcome Sought

Apology

Compensation

Other

Consumers who are asking

Grill'd

To Listen

Live Campaign
Do you manage complaints for
Grill'd
?

Incorrect chicken in salad

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My complaint was closed by Ajust.
Debbie

Debbie

July 12, 2024

Customer disappointed with caesar salad at grill'd, ocean keys. ordered crispy chicken, received grilled with few pieces. seeking refund and apology.
I went to Grill'd at Ocean Keys, Clarkson today for lunch at approx 12.30pm and ordered a Caesar Salad with Crispy Chicken. After my order was delivered to my table, I didn't notice straight away as there was an egg on top and a pile of croutons. However, after moving the croutons to the side, I noticed that the chicken was grilled and there only seemed to be 5 to 6 small pieces in my whole dish. I actually wondered if they were running out of chicken or something and upon leaving the store I still felt hungry and let down given my lunch was almost $30. I definately felt short changed and is one of the most disappointing meals I've had at Grill'd.
Other

Late order, noisy atmosphere

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My complaint was closed by Ajust.
Rod

Rod

July 8, 2024

Customer seeks refund and apology from grill'd due to long wait, missing order, and loud atmosphere. dissatisfied with service and lack of communication.
We attended grilled at 6pm Monday. We placed our order for two cheese bacon burgers and a bottle of crown larger. The rest of the party of 20 turned up at 6:15m and placed their orders. The tables orders were coming out. I asked the young waiter about our order. He said there are a lot of orders and he was sure ours would turn up soon. I then explained to him that we were first to order and our meal was not here. He said it would turn up soon. Another 10 min went past and still no order. I asked again and was told it should be here soon. I waited another 5 min then went to the counter and asked for a refund as our meal did not arrive. The man at the till asked what my order was and table number. I told him He said oh I did not put the table number on the order. It is here. He then said it would be remade and sent out. I said that was fine yes please. The atmosphere was very loud music to the point we could not hear the waiter calling out names and he found it hard to hear what we were saying. I asked if the noise could be turned down a touch. He said no it is set at that volume as they want that atmosphere. . I asked to turn it down just a small bit so we could hear each other talk. No he said we have no control and it is as it is. Our visit to the restraunt was uncomfortable and very lacking in competent service. The waiter did not even ask what our order was so it could be checked on. We are very disappointed and will not be returning to this store again.
Other

Order cancellation and refund

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My complaint was closed by Ajust.
Nishant

Nishant

July 6, 2024

Customer seeking refund of $53.7 from grill'd for cancelled order, told to chase doordash for money, feels grill'd should take responsibility.
So I had ordered from the grilld website on the 8th of June 2024 for a total of 53.7 and the order was cancelled. I asked for a refund and was told that the order was cancelled by door dash and their driver and I need to chase them up for the money. I was not able to follow up and just today I remembered and sent a reply. This isn't fair, they are partnered with door dash, I do not care where the delivery comes from and if it doesn't I am not responsible, grilld is. They cannot wash their hands off this.
Other

Not receiving free item

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My complaint was closed by Ajust.
Ron

Ron

July 1, 2024

Customer is upset about not receiving free burger with relish after eight visits, seeking resolution and apology from grill'd.
I haven’t received my free burger with relish after eight times. I’ll be happy if you could fix it for me
Other

Quantity not acceptable

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My complaint was closed by Ajust.
Debra

Debra

June 30, 2024

Customer received insufficient sweet potato chips in their order, seeking credit from grill'd for the discrepancy.
We received our order which included a regular sweet potato chip. What we received was not an acceptable amount for the price paid. We are complaining so you are aware for future customers. A credit would be appreciated. (Photo available).
Other

Take-away policy

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My complaint was closed by Ajust.
Ravneet

Ravneet

June 17, 2024

Customer upset with grill'd browns plains grand plaza branch for not allowing take-away of uneaten burger, despite sustainability vision. seeking apology and policy change.
Hi Grilld Management,  My mum Sukhvinder ordered 2 burgers for dine in Monday 17th, 2024 over the counter at about 5pm at your Browns Plains Grand Plaza branch. This was a vegetarian burger with a gluten free bun and a fried chicken burger with a gluten free bun. Additionally she ordered chips and a drink as well. Regarding the vegetarian burger she dined in and ate that burger whilst waiting for me to arrive. However, I wasn't able to make it in store so I asked her to take-away my chicken burger for me. The staff member Carlia refused to take-away the burger and said the burger had to be eaten in store since it was for the Mad Monday deal. My mum actually brought the plate with the burger on it to the store counter asking Carlia to box up the burger. Unfortunately, my mum is a vegetarian and she could not consume the chicken burger in store. She did try to convince Carlia to allow her to take away the burger however she was adamant that this was not allowed in any circumstances. My mum with no other choice told her to just eat the burger or throw it away because I was unable to come in anymore. Carlia then moved the plate with the burger on the back shelf, telling my mum that she would throw it away later. However, she did allow my mum to take her remaining chips that she didn't finish away.  When my mum arrived home she explained what happened and I called the branch at 7:55pm on the same night to make a compliant to the manager, Phoenix. I explained to Phoenix what happened and wanted her to talk to the employee about what happened. Initially she apologised, but then she explained to me that it was part of the terms and conditions of the mad monday deal that both burgers must be eaten in store and any left overs can't be taken away. She said Carlia had thrown out the left over burger after I wasn't able to come in the store and this was in line with the policy. At the end of the call I was not satisfied with the response so I told her I was going to make a written compliant about the matter and asked the manager for her name and the girl who served my mum name as well. The manager said she didn't want to give her name because she hadn't done anything wrong and I ensured her that the complaint would focus on the staff member's action instead and it was more to identify that I had spoken with her. She agreed to give me her and her staff members name. I have used the names that were given to me above. The phone ended here.  The reason why I was compelled to complain was because the actions of the staff member and manager supporting go against Grilld's advertised sustainability vision... It is quite hypocritical of your staff to throw away perfectly edible burgers and have a policy to support this. This should be addressed to customers beforehand that there is no option of taking away left overs after dining in when using the Mad Monday deal. Additionally my mum had paid extra for a gluten free bun as well and it's sad to see food wastage. Sustainability isn't just about using recycling packaging and I hope this is something your company will learn from.  I hope you can check the CCTV footage of this day to visualise what happened.  Kind Regards,  Ravneet
Other

Overcooked chicken

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My complaint was closed by Ajust.
Dylan

Dylan

June 12, 2024

Customer received overcooked chicken burger from grill'd, unable to chew through it. seeking apology and resolution.
I have photos to try show this, but i could not even chew throw my chicken burger. it was either so over cooked or there was something so wrong with it, but I physically couldn’t bite through it. disgusting I bought it from the Windsor chapel st grill’s at 9pm. picked it up as take away, took it home and was eating it within 5 minutes, so I know it wasn’t because I’d let it sit either.
Other

Long wait time

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My complaint was closed by Ajust.
Michelle

Michelle

June 5, 2024

Customer waited 50 minutes for dine-in at grill'd carlton store, upset about uber promotion delay. staff blamed, management failure.
Have been waiting for 50 minutes for dine in, in Carlton Store. Was told when I checked on order there’s an Uber promotion. Why am I being made to wait as a consequence?? Not good enough. Your staff are working hard. This is a failure of management.
Other

Undercooked patties

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My complaint was closed by Ajust.
Paul

Paul

June 2, 2024

Customer received undercooked burger patties from grill'd in bendigo, too far to return for replacement.
Just ordered 2 burgers from Bendigo (Sunday 2Jun 2024 @ 5:45 pm). Burger patties were not cooked, quite unsatisfactory and to far to go back and replace.
Other

Incorrect order

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My complaint was closed by Ajust.
Luke

Luke

May 21, 2024

Incorrect burger and missing chips, requested refund for incorrect items due to gluten allergy.
Burger delivered was incorrect. Very disappointing considering it was supposed to be on a Gluten Free bun, considering person is coeliac. GF HFC classic was ordered and a beef burger on flatbread was delievered. Regular size chips were also ordered and were not delivered. Order was placed through the Grill'd app.

COMPLAINTS RESOLVED THROUGH AJUST

Live Campaign
Other

Order cancellation and refund

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My complaint was closed by Ajust.
Nishant
Order cancellation and refund

Nishant

July 6, 2024

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Other

Overcooked chicken

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My complaint was closed by Ajust.
Dylan
Overcooked chicken

Dylan

June 12, 2024

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Other

Misleading website information

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Ros
Misleading website information

Ros

April 8, 2024

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Other

Missing drink in order

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My complaint was closed by Ajust.
Samantha
Missing drink in order

Samantha

March 3, 2024

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

how to raise a complaint with

Grill'd

The best way to resolve an issue with 

Grill'd

Quick Solutions
Prepared by
Grill'd
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Things don’t always go to plan which is why Ajust is here to help. Whether there’s an issue with a transaction or a complaint about an interaction you’ve had with a business, Ajust’s platform makes it easy to share your story and send your complaint.

Our platform is now available for complaints about any business – supermarkets, retail stores, couriers and logistics, technology businesses and more.

How to complain to

Grill'd

Ajust helps hundreds or consumers resolve complaints each month. The simple and easy process ensures that the right information is included in your complaint and presented to the business in a way that is clear so that they can take action. Here are steps to consider before getting started:

01
Describe the issue and how it affected you
Detail what went wrong, such as a customer service issue or an incorrect charge. Help the business understand how the issue impacted you.
02
Consider how you’d like the business to resolve your complaint
Take the time to explain the action you’d like the business to take to resolve your issue to give you the best chance of a faster resolution.
03
Gather any materials that support your complaint
Ensure you have any relevant documents or records that can help the business quickly understand your issue and work towards a resolution.
04
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Grill'd
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The business responds to your complaint to offer a resolution. If you’re not happy, Ajust helps you escalate your complaint to the ombudsman or switch to a new provider.

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