SmashBurger
reviews and complaints

My hole experience was bad went in for a burger got treated like it was unseficent amount as a result on receipt I sat there waiting for a burger when everyone else inside was leaving when I asked about my burger i was told it's coming waited a total of 40 min I got my burger to go and left
when I arrived home I opened my burger and it was uncooked because they rushed it because it was only 1 burger and the receipt said ‘don't make' I attempted to call office of smash burger Closed due to weekend I didn't not want to go back and deal with the horrible customer service please contact me my number is [protected]

Good Afternoon, I am writing to voice my concern about on-line order accuracy. I have used Smashburger several times and I usually order on-line. The first time I had a issue with the wrong item. I ordered chicken and they gave me a burger, second time the order was not ready when promised and I figured because I chose pay at restaurant that it was because they wanted to make sure that I showed up, this final one is the FINAL straw for me. I placed AND paid for an order online at 12:36 PM with a pick up promise time at 1:00 PM. When I got there the not only was the order NOT ready, the cashier acted like I had committed a crime for providing details and he said, oh just give it 5 minutes, that's the best I can do for you. I was not happy but agreed to wait the 5 minutes which turned into 19! Holy MOG, I was too peeved at this point. I WILL NOT be returning AND on top of that, I will tell my ENTIRE State of Florida co-workers to NOT patronize this restaurant with that kind of attitude and wait time. This is NOT my first complaint, I heard absolutely nothing from the first one, but I'm complaining AGAIN and this time WILL spread the word.

On August 18, 2018 at 8 pm we went to your 579 Coleman Ave location (Store #1273) and the cashier did not greet us and we were ignored for longer than seemed necessary for a slow evening. After taking our order we waited 45 minutes for our food to come out. We saw the food in the window, but the cashier and the Assistant Manager were not paying attention to the food sitting in the window. They were not bust with other customers, they were walking around and wiping counters and serving the DoorDash people while us, and another customer we waiting for our food. When our food arrived to us finally it was cold, and not even correct. I told the cashier about the food being wrong and he said, "oh, okay, sorry" but never brought us our fries we were missing. After waiting this long for cold food I told the assistant manager Maria, that we waited a long time and now the food was cold. Her response was that they were busy and short staffed. I understand there was only 3 people in the kitchen, but we were 1 of two people still waiting for our food. Then she told me she would refund us because there was "nothing she could do". She didn't even offer to make us new food so we could still eat.
To top it all off she was rude AND we used a rewards points of a $7 which isn't refunded. This location has been getting worse and worse. From the slow service, to under trained staff members. I'm disappointed in the way this location has become, and that an Assistant Manager felt that she had the right to be rude to me, and to not even offer to re-make our food.

My fiancé and I can to eat at Smashburger around 1:45 today. The staff was friendly and helpful but the seating area restaurant was filthy. There was not one single table that was cleaned off so we could sit. There was food baskets, drinks, and napkins on every table. We had been the only ones in line and there were about 3 families sitting down. So we sat on the patio which had a few clean tables. The girl that brought us our food was friendly as well but when we got our food we were very dissapointed in the fried pickles which we greasy and not crispy at all. The classic burger was great and so were the sweet potatoe fries.

On Sunday August 5th my schedule went up i instantly took a picture of it like i always do two to three days later my gm changed my schedule without asking me or letting me know he did so i was originally scheduled Friday August10. 9-2 August7 my schedule was changed to 12-9 i showed up to work my scheduled shift 9-2 and was sent home for refusing to work12 -9 and was told by the gm my schedule doesn't matter only what he says matter and that he doesn't have to tell me anything i know the pa work law well and that's not true at all i reached out to corporate about the matter and haven't heard anything back yet i really need to settle this matter

I have been going to Smash burger in Fort Mill SC at least twice a week since they opened bc its walking distance from my job. About 2 months ago I went and my burger was not done. I called and the Manager (Tim) did not believe me so I walked the burger back over there and gave it to him. Today I went and my burger was done so I had to walk it back over there. 2 months ago Tim apologized and gave me another meal and a card to get a free burger. Today i dont know the guys name (black guy) did not apologize and only gave my money back without saying anything. The reason for this complaint is because dont like the reaction from the managers when they are told the meat is not fully cooked and the guy today was not professional at all. With that being said I will no longer eat from Smashburger and I will be sure to advise other to check their meat before biting it. You can see the blood in the wrapper when I opened the burger today as well in the pics attached

I ordered a large burger and got a regular. When I brought it back up I asked, What size is this they said regular. I said I ordered a large. Ive eaten here before and know what the large looks like. They said well its the right size patty on a small bun. I dont want a overlapping patty on a small bun! They did not remedy the situation and on top of it the burger tasted like crap! Im almost thinking of calling my bank to reverse the transaction. Not happy at all!

I brought in a coupon I received in the newspaper for buy one entree get one free. I came in and ordered the Pub triple double and was told the coupon did not include that burger, the triple double, or the bacon triple double. No where does it state on the coupon that certain burgers are excluded. I think you need to change your coupons to be more accurate or start excepting the coupon forthose burgers. Also the cashier was very rude about the whole thing.

My family and I decided to eat at your restaurant located in Destin FL at Destin Commons yesterday August 1 2018. We entered your store just before 3pm and waited our turn to order. My family ordered in front of me and my daughter in law, thinking everyone had ordered payed the bill. She didn't realize I had not ordered. I didn't think much of it as I thought, being next in line, that I would order and get my food around the same time. As soon as that transaction was completed, the young lady taking orders informed me and everyone in line that she would start taking orders again in five minutes. She then left the cash register and assisted a coworker in emptying the trash cans and cleaning around the inside of the service area. She helped deliver the food to those who had ordered including my family. My wife asked me to ask for a knife so she could cut her burger in half as she and my daughter in law had planned on sharing. After ten minutes of standing in line and seeing my family with their food I was not happy with the service she was providing. When she finally returned to start taking orders I told her that " her customer service was terrible." She made the excuses that they were very busy. After watching her laugh and cut up with her coworkers and take her time retuning to take orders, I sarcastically stated " I can see how busy you are!" Now, even the cooks behind the window are watching what's going on because they don't have any orders to work on. She didn't like my sarcasm and then told me she didn't have to serve anyone that was rude. I asked to see the manager at this point. When he same to the front, instead of talking to me, he asked her what had happened. She told him that I had said that her service "sucked" a word I do not use and did not use! The manager never allowed me to counter, he simply told her she didn't have to serve me and he turned around and left the front of the store. She smugly started" I don't have to serve you." I said fine, my I, then she interrupted me again very rudely and stated she did not have to serve me. After being interrupted three times I finally was able to ask for the knife for my wife. I politely said thank you and took the knife to the table and then I left the store.
I can honestly say that I was taken back by their actions. I retired from active duty military service after 22 years and have just completed 19 years as a captain with a major airline. Having a masters degree in management, I can say that this encounter has left me wondering what type of training your employees receive in customer service. For a "Fast Food" establishment, the action of this employee really doesn't line up. Worse, her rude condescending attitude, and that of her manager, made it clear that telling off a old white man was something she took great pleasure in. If I were of African American descent I am sure that I would have been treated differently. I can say without question that I will never enter another SmashBurger restaurant. And, when asked, I will be happy to relate my experience and encourage whoever askes not to waste their time or money in your stores.

July 24, 2018

Local BBB Office
3801 E. Florida Avenue
Suite 350
Denver, Colorado 80210

Dear Customer Service Specialist:

On July 13, 2018 I visited SmashBurger Store#1347 located at 975 Route 1 South in North Brunswick, NJ. The hostess Lauren was pleasant and professional; however, the male host who delivered my meal never greeted me, not saying a word. Yet, I noticed he greeted other patrons as he delivered food to them. I asked Lauren to please contact the manager so I could speak with her. The General Manager Susan K. approached me saying, "Where's the monkey?" I said, "Excuse me!" Susan smiled stating, "You're wearing a red hat you know, Curious George…I guess you didn't get the joke." I was appalled after the H+M Tee shirt and Philadelphia Starbuck incidents she would use this language toward me. I told her I planned to contact the Better Business Bureau in regards to the male host. She then states, "If you already plan to contact the BBB what is my incentive?" She tells me the male host had a hard day because he is the assistant manager in training. Does that excuse his demeanor? I was offended by her discriminatory remarks and rushed my meal because I did not feel welcomed. Her tone of voice led me to believe my complaint would not be taken seriously. Enclosed in this letter are copies of the receipt with survey code: [protected], United States Postal Service tracking #[protected], and a tweet which is proof they have been informed of my complaint. I have called corporate at [protected] and no one has contacted me. I plan to reach out to the county bar association to provide assistance since my complaint continues to be ignored.

Regards,

Mr. Johnnie Willard
C:
Smash Burger Corporate
300 East Mexico Avenue
Suite 1100
Denver, CO 80210

Good afternoon,
My boyfriend and I went to smash Burger today on RT. 37 in toms River, NJ. My boyfriend ordered a order of fries, a burger, and onion straws. I ordered a BBQ ranch salad without bacon and a black bean burger added because I'm vegetarian. The food came out great but I noticed a smokey flavor in my salad which I thought was the BBQ sauce at first. After eating more of the salad I realized there was chunks of bacon in my salad. I immediately got sick and obviously upset with this. I went to the bathroom immediately and started throwing up while my boyfriend went to talk to management about the issue. After getting out of the bathroom, the issue was not resolved. No apology was given. No compensation was offered and my boyfriend while talking to the manager explaining that I'm a vegetarian, The manager said "whats the big deal?" I brought my salad to the counter and explained that I would like a refund because I'm not eating the rest of the salad. The young girl at the register wanted to know if I wanted another salad instead. I told her absolutely not. I told her that I just got done getting sick in the bathroom and I do not have an appetite anymore. Meanwhile this is happening, the manager is staring at us from the back of the kitchen not saying anything at all. The lady gave us a refund with an attitude after I told her we NEEDED one and still NO APOLOGY was given. She actually got loud with us. Now that we are walking out of the store, there was a nice girl that apologize on behalf of her staff she works with that wasn't even involved in the situation. After this experience, I will be telling everyone not to go to this establishment. This is a huge mistake to be made in a food industry. I understand mistakes happen but the service that was given to us afterwards was unexceptable. I had to explain to that young lady that I was getting sick in the bathroom and demand a refund? Nothing was even offered to us besides another salad after I'm vomiting! I will be sick for the rest of the day if not DAYS because of this and not even given an apology. Gazelle was the girl that took our order and refunded us. Russell was the manager on while this happened. And Alessia was the very nice girl that apologized to us while we were leaving.

Hello,

Today, I bought a meal from Smashburger for my boyfriend and I. I ordered online and took it to go, as I was on my lunch break. Normally if I were to get it to go, it tastes just the same as if I were to dine in. Today the quality of our meal was poor, fries did not taste good and the burgers tasted like they were sitting out. Very disappointed.

Hey my name is John I had went to the smash burger in Enfield ct. We go to smash burger 3 times a week and I had went on Sunday at 8:52 p.m with my mom and her friends and they didn't serve us because they said they were close but the door said it closed at 9 pm I'm just very disappointed and feel like you guys should discipline your staff. My friend also went there earlier and said the cooks were fooling around in the back is just unacceptable !

Not having a safe place to work!
16 year old jumped by 25 year old - both employees and set up with manager on duty.
Gm of store wants "nothing to do with it" and "is not his problem"
All bc the 25 year old had vandalized another 16 year old employee a week prior and the police were called and the 16 year old wrote a statement - resulting in her getting jumped! And the gm wants "nothing to do with it" smash burger in ellicott city needs whole new team!

Yesterday I went to get my food and I was so disgusted by the manager's lack of professionalism. He brought me the wrong burger four times and stormed off the premises for like 30 minutes after finally bringing me the food I ordered and I got fries but they were cold. I will never return to this place. It was horrible. What kind of business has a manager swearing so loud you can hear him through the kitchen, arguing with his employees and storming off? This establishment needs to be reported.

The first comment we heard as customers walking in the door at 9pm was "we have to lock that [censored]ing door!" coming from a woman in the kitchen. It took 5 minutes for someone to come out a get our order. While we were waiting for our food we heard another customer asking for there food and the lady who claimed to be the manager answer "well I don't know what's going on I'm not in the kitchen " which then led to a loud despite between the manager and the customer. Clearly the manager not showing a little of nice customer service. Like she just had a bad day and was taking it out on the guy. We finish our food and 9:30pm and they already had the business locked . When business hours are open till 10:30pm

Location was 174 Yale st. Houston tx 77007

General manger who stated he had been the manager of the store at L street plaza in Omaha, Nebraska since last July was not friendly, he made ordering more complicated than anyone. He seems confused because I ordered two drinks and two orders of friend then the burgers, he wanted to know which friend went with which burger, but the fries were the same as was the drink. I asked what was confusing him and not only did he seem frustrated with the question but he wasn't even polite. The chicken was undercooked. I am not sure what the problem is but I have coming here for years and the service just keeps getting worse since the manager Rob left about years ago. No wonder it's rarely busy now.

I submitted an online order this afternoon and the location not only didn't have it ready but hadn't even received the online order when I went in to puck it up!

I submitted my online order minutes after 5pm for two burgers. Online it showed if I arrived at 4:15 it would be ready for pick up. I arrived at 4:18 and there wasn't even a order there for me!

I called to speak to a manager. Someone named Tyrese said he was the manager. I explained that two out of my three sandwiches were made incorrectly. He offered to put my name on list. Before taking my name, Tyrese placed me in a SIX MINUTE hold. I finally hung up and tried to call back several times. Each time I was immediately sent to voicemail. This completely and obviously unacceptable disservice. I spend entirely too much money with your company to be treated in such a manner. Unprofessional acts such as this will cause me to drive the extra mile to Five Guys.
Karmen Jenkins
McKenzi.[protected]@gmail.com

We went to the SmashBurger on Zumbehl in St Charles, MO at 7:15 p.m. last night and they had the chairs turned upside down and sitting on most of the tables. My husband and I ordered then sat down in a booth. Right after we sat down the manager came over and told that we would have to move and sit on the opposite side of the room.

When I asked why we had to move to a different seat they said they had already cleaned the side of the restaurant we were sitting in and they wanted to go home before 9:30 p.m. so everyone had to sit on the other side of the fast food restaurant.

I pointed out that the one side was dirty and the tables hadn't been cleaned; plus that it was 7:15 p.m. and that their restaurant was opened until 9 p.m. - the manager basically said he didn't care and insisted we move because they didn't want to have to clean up after us.

Other customers overheard the conversation and came up to us to share their experiences of the poor service with this company. One said that she had come in one evening around 8:15 p.m. and ordered. When she got her order, they gave it to her in a To Go bag. She told them that she planned on eating there and they said they were cleaning to get ready to close and she couldn't eat in the restaurant.

On top of the really bad customer service, the food wasn't that good - my burger had so much grease dripping off of it I could have cooked an egg in it.

Don't waste your time or money going to SmashBurger when there are too many other good burger places that provide 100% better customer service.