Grill'd Carlton

Three issues I want to raise with you that being of the kid who was in charge on Sunday afternoon around 4:30 who I spoke to on the phone, my burger and drink coming in two separate bags and the gluten free bun coming repeatedly burnt with delivery lately and his response was “that’s just how we do it” with the tone of a child with an attitude problem. Far out, yuck. Firstly, all of that is false. I’ve had the burger at the same store last week and the bun was not served black and hard on the edges and dark brown for the rest of the bun. It was golden brown and perfectly delicious, I do enjoy Grilled burgers. When I told this to the boy on the phone his response was that they just put it through the toaster twice and that’s just what they do. 🙄 I’ve also had orders where the drink is in the same bag as everything else - does it seriously need to be explained why this is wasteful, delivering it in TWO bags 🤦🏻‍♀️. When I raised this issue he just snapped back that that’s just how they deliver drinks, even if it’s one, in two seperate bag. And that if I had such an issue with it to write it in the notes section, basically putting the onus on me - the friken nerve! False and his blatant inability to hear where I’m coming from, Jesus Christ… yuck. The Interaction with the immature kid and his abhorrent attitude was just the cherry on the cake. Hated this experience and being spoken down to like that. I wasn’t being rude or frustrated, I wanted the restaurant to know just as a heads up. Clearly he doesn’t care. Update: I reached out to Grilled and emailed them a photo clearly showing the over-grilled buns. They responded, saying they would follow up on the issue. However, I placed another order (two weeks later, thinking by now things would be better) nothing has changed. It’s incredibly disappointing. I shouldn’t have to pay for food that’s clearly burnt. It’s like they don’t listen or care, why as a customer am I wasting so much of my time to rectify this?

It seems that some staff are not adequately educated with regards to celiacs and will still cook "gluten-free" food alongside burgers that have gluten. I no longer eat here due to having symptoms of gluten exposure - once severely - my son occasionally eats here and says most staff are great but with some he has to insist that they cook his food separately for it to remain gluten-free. I think it's important not to say that there are gluten free options unless you are also going to cook them separately. It seems like the staff need to be better educated with regards to allergies. Or else just take "gluten-free" off the menu and say that there is nothing safe for celiacs to eat.