Grill'd Moonee Ponds

Friendly staff and quick service in a cosy atmosphere.
Fast food with style
Will be back!

Terrible service! Came in store and ordered takeaway and left food sitting there for over 30 mins instead of giving me the food even though I was in plain sight for all staff to see. No apology! The food was cold (no surprise) and soggy. I should’ve just asked for a refund but I was starving and late to a meeting.

Avoid this location and drive a little further to Highpoint. Have dietary requirements and 9 times out of 10 they mess up your order.:/

Super busy which was to be expected for a Friday night but good service & of course the food was excellent! Their sweet potato fries are the best & the impossible burger lives up to its name. Only thing that lets it down is the gluten free bread isn’t great but that happens.

Do not order through their app/website directly for take away. If there is an issue with your order, it will take weeks for a refund. I’m still waiting two weeks for mine.

Common recurrence at this particular restaurant is overcooked food, inconsistent portions, and errors with burgers - namely providing meat burgers when a vegetarian one was ordered.

When you try to contact Grill’d support for assistance, you’ll receive general copy & paste excuses for their slackness, and absence of a customer centric focus. Feels like the passion for delivering a great customer experience has disappeared.

‘We’ll refund you when we feel like it’ is their ethos, apparently.

2nd time in the last few months and my burger is totally burnt - tasted like char the team was really nice and helpful once i spoke to them and showed them the burger.
0* for the food quailty
5* for the service and speed

Came for a quick dinner on a public holiday and order a bacon and cheese burger and a summer burger on low carb buns. When the order arrived the bacon and patty were burnt. I showed and asked the waitress for a change, which they did, but the new ones were the same (photos).

Ordered through DoorDash tonight. Grill'd Moonee Ponds did not disappoint! I've never had chips delivered that stay so perfect and crunchy - the potato, sweet potato and even the zucchini! Burgers bomb as usual. Whoever is in the kitchen tonight you got me to pick up my phone mid-meal to write this.

I always love Grilled, but i get disappointed with this order. It was oli and burnt. Why did you send it?

Fantastic service, great food and super friendly staff!
Super clean and tidy, very impressive!
Thank you!

Absolutely disgusting the food was so cold and hard like a rock felt like it has been sitting there for weeks.
We waited over a hour im very disappointed in the customer service and food quality i will never return here again.

Moonee Ponds store very much less than average for a Grill'd. I usually have mine at Southern Cross station. At SC they make you feel like they want you there, and the burgers not only taste great, they look great. Moonee Ponds staff not unpleasant, but not at all interested in elevating your experience, or in making your burger look appetising. Normally I feel happy at Grill'd, at MP I left feeling like 'meh, may as well have gone to Hungry Jacks'. Lift your game Moonee Ponds. Have some pride. It doesn't take much.

Ideally located, Grill'd Moonee Ponds offers a great variety of tasty Burgers and great service by its staff.
The ambience is very welcoming, family friendly, with ample room for everyone to feel comfortable, enjoy the delighful burgers and beautiful decor.
Definitely a place that should not be missed when in Moonee Ponds.

* The big negative is, that the Male Toilets were found to be very unkempt, in other words very dirty.
The urinals had calcination, which is a clear sign of them not being properly clean for a long time (as calcination does not come out overnight).
I urge the Managers to address these issues.

My girlfriend and I love Grill'd but I don't know what kind of incompetent staff are working at the Moonee Ponds restaurant but it's a mess. I ordered a meal over the phone earlier and when my girlfriend went to pick up they didn't give the drink that we paid for. Then when I got home I noticed that the meat patty in my burger was raw and bloody inside. I had to remove the patty and cook it again on the pan before buying it back in the burger to eating it. Give Pickle Street a miss.

16 million of tax payers money n your food is still overpriced and not even worth it quality wise? Do not eat at this place their entire franchise is a joke.

Name a better burger? You can't! These burgers are 2nd to none and the service at Puckle Street is excellent!

Poor customer service.
I ordered take away at 4: 40pm 25th March 2022. They said ready in 10 minutes.
I waited for over 30 minutes and didn't get the food. I went to ask them. They told me it would come up soon without even checking my order. I waited another 10 minutes and went up again. This time they told me they didn't have my order. Just when they about made a new order, they found my food which had been sitting there all along. They wouldn't refund only agreed to make fresh one. But the way of saying it was really unprofessional. She said she called several times. I had been sitting there didn't leave at all. And I didn't hear her. I asked her even so, what about I came to the counter asking the food's ready or not. She said she was not that girl and she didn't know which girl. They all wear the same. I can’t tell which girl either and no one came up to say sorry though they were so close behind the counter and must have heard us.
I had been a regular customer for a long time but sadly won't be any more.

Tonight at 21: 02pm
the staff is lazy to clean the grill, is not cleaned, the meat is dry and bitter Because overcooked, the potatoes are soft, the price is not cheap, I will not come back, look at this dont want to eat, so hungry and Angry

Avoid this place. Lettuce was well and truly past its best by date. Brown and off.

The meal also took twice as long to prepare as we were initially told. No good.

I was very disappointed as i did not get what i ordered.i think the customer service was extremely poor.and the meet was dry.