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1.0 195 Reviews

SmashBurger Complaints Summary

1 Resolved
194 Unresolved
Our verdict: If considering services from SmashBurger with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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SmashBurger reviews & complaints 195

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P
9:54 pm EDT

SmashBurger smaller burgers

I have been a Smashburger fan from the first time I've eaten them some maybe ten years ago. I haven't been to one of your restaurants in about 2 years, and decided to go. I found myself longing for the savory flavor and size of the burger, only to be disappointed by the reduction in size and succulence of the burger I had remembered. The resemblance was evident, but the overall satisfaction was sorely lacking. What happened? The franchise I went to was clean and accommodating, and I didn't complain about the meal. I would like an answer as to why the quality and quantity of your products has diminished.

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F
5:31 pm EDT

SmashBurger I went to pickup an order. I was doing doordash

I went inside and the managers and the cashier was body shaming me . They told me about my weight and how bad I looked in my dress. They were laughing at me and talking about me . It made me feel very disrespected . I came here a couple months ago as well, and they did the same thing as well. They told me I have no self respect because of my dress . The manager was a black women with box braids and the other female was I believe a white woman or a Spanish women. They were both disrespecting me.

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D
3:10 pm EDT

SmashBurger customer service

Was excited to eat at Smashburger. Walked up to the counter' employee begins cleaning and walking away from the register. I walk outside to take a breath so that I wouldn't become further annoyed. As soon as I return another customer of European decent is walking away with her Receipt. So as I walk up to the counter again, he proceeds to walk away for the second time. The second time I called his attention to the awful customer service I was receiving. He told me he was doing something and would be right with us! I asked to see his manager he said he was the manager! So I came to this site to make a complaint because it's unfortunate ppl have these kinds of mental issues and go out of their way to make other feel uncomfortable. I hope he is reprimanded and taught how to do his job with humility and kindness! I treat all ppl the same, His name is Gary and he seems to be a bit older. If I need to be contacted please call me at13473750688 thank you!
Dominique

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A
9:39 pm EDT

SmashBurger horrible service

Horrible service at Totowa NJ location . I don't go there often but when I go my order is ALWAYS Missing something ! Horrible! To add to that when I called the location To place my order I was told that I HAVE to order more that two items otherwise I have to either place the order on line or come to the location - REALLY ? ! Does that make sense?
No wonder there is never customers there when I go ! Horrible- they offered me a free meals cards I didn't even bother taking it because it would give them opportunities to messed up my orders again ! My foot will never step at that location again 😡

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J
5:45 pm EDT

SmashBurger management is rude and very dismissive about their errors

I having never been to Smashburger before and I was excited to try something new. I stopped in the 80 Dekalb Ave. location in Brooklyn.NY on May 09, 2019 since I was working in the area that day. Once inside my order was taken by Vanisha even though my receipt says Brandon. I asked for a Baja sandwich but with chicken instead of beef. It states on the menu on the wall that chicken is extra and I understand that but it was not told to me how much more. I guess I am suppose to be responsible and read instead of staff providing information as I order. I asked for the meal which was photographed in front of the register that advertised that fries and a drink would be an additional $4. I also asked for an additional regular smash fries. So let's do the math. $6.39 for the burger. $2 more for grilled chicken, $4 more for the meal instead of just the sandwich and $3.91 for an additional order of fries. $6.39 +$2+$4 + $3.91 = 16.30 plus some tax . This is what I expected based on the little info I received which was none in regards to the way my order would be added up. Instead, I was charged separately for everything and paid almost $20 . It wasn't the amount that ticked me off. It was the attitude I received when I questioned why I was being charged an additional $2.29 for the drink. I pointed to the photo that was being advertised only to find out when I asked that a drink does not come with a chicken sandwich meal. I asked to return the drink and I was told no because I touched the cup and they didn't want to throw it away. I asked another employee for management only to find out that i was talking to the manager the entire time. Vanisha is rude and sarcastic. When I asked about the way the order is different concerning what is considered a meal for a chicken sandwich order her reply was "that did not charge me anything, Smashburger did." I work with business owners and major company representatives all the time. I would never take such a tone. Nor would I work around food with my pants sagging of my bottom. How unprofessional is that?! I have never heard of a meal package that out the window because you order chicken instead of beef. This is ridiculous and on top of that your management is rude. If I am due a refund of any kind please let me know. Otherwise, I don't need to patronize Smashburger if I will be penalized because I don't eat beef and want chicken instead.

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S
3:02 pm EDT

SmashBurger no refund

I placed An order for $32 and the store was closed but not listed anywhere online as closed for the day. This is my third attempt in getting this resolved and it's SO RUDE that no one has called me back within the "48 business hours" promised. I will Never be returning to a Smashburger or sister store. You guys took my money even though you were closed and 12 days later no refund still. I had to go to another store and buy another meal so I wasted over double the amount AND STILL NO REFUND

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J
9:26 pm EDT

SmashBurger I am complaining about not receiving my check

It's been over 3 weeks since I've even heard from one of my employees and they haven't received any of there checks either and I don't know how I am going to pay rent but I seriously need my money I have no other means and I'm in serious need of this assistance and if I can truly seek the help I need to get the money I've earned I would truly appreciate all the help I can get

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L
7:12 pm EDT

SmashBurger discrimination

I was literally just at the Smashburger in the CVG airport in Northrrn Kentucky. Your "cashier" waited on myself and then a gentleman who was obviously in the military got in line. Your "cashier" looked at the man, rolled her eyes, and then turned her back to talk to her coworker ignoring him completely. A good 2 minutes went by with zero Greeting or even an acknowledgement of any kind of service. She literally would not wait on him. She continued her conversation with her coworker who also completely ignored this gentleman. The man finally walked away very upset and offended. I asked the cashier her name and she replied Nani. I asked for a manager or who was in charge and she said "there's no manager here". She was I incredibley rude to myself as well. Is this how your company operates? Do you condone blatant discrimination of military personnel? Do you have no manager on duty and no one to hold workers accountable? I work in customer service and in the retail industry and I am absolutely shocked and appalled at the treatment of this gentleman. I want a phone call back and then want an explanation. My name is Laura Mcclellan and my number is+[protected].

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Update by Laurastrike3
Apr 29, 2019 7:12 pm EDT

Discrimination

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M
6:18 pm EDT

SmashBurger cleanliness of the restaurant

We visited Smashburger on April 26th and set at the counter. While waiting for our food I noticed how the stainless steel counter in front of me was so dusty. There was a couple of glasses sitting on top of it that I am sure if you picked them up you would see a ring on the counter. There is also a beer tap that looked like it hadn't been cleaned in some time. We got our food, which was excellent, before I left I ask for the manager and took her aside and told her what I saw. She said "Thanks for bringing that to my attention I will get it cleaned right away. I checked 3 hours later and nothing had been done. Today after checking out I checked again and believe it or not NOTHING had been done. Which brings me to my point. If the restaurant where the public see's everyday is dirty what do you think the kitchen looks like. I think corporate should send someone out to check the cleanliness of this store. I love their food but not sure I will revisit this one. I also have contacted Harrah's management team

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C
4:43 pm EDT

SmashBurger the rockville md location has not received are last checks since the store has been closed due to eviction

Hello my name is Christopher McLain I am a former employee at the smashburger location in Rockville MD every employee that was hired at the Rockville MD location has not received the last checks that were supposed to be submitted because of the eviction of the store. Me as well as my fellow coworkers are willing to sue because of this matter
I can be reached at
[protected] or [protected]

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N
1:10 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

SmashBurger my last paycheck from working with the comment

Hi
I was recently working for one of the smashburger locations when one day during our lunch rush Montgomery County Sheriff came in and closed our location down . I've been waiting for my last paycheck but nothing yet . It's been a month or two now . My old boss has been giving all of us the run around about the check . Now he has blocked us and stopped responding . I need help

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K
11:43 am EDT

SmashBurger smashburger rockville md checks

Im going to sue HR if someone doesn't get Smashburger employees from Rockville Maryland location their checks either Julian Goodman needs to send them out or put them in the mail. All of his employees are ready to sue Corporate. We have been waiting almost a whole month for our last checks. This is unacceptable for people to work hard for your company and not pay them for it

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L
6:11 pm EDT

SmashBurger service

I've been to the smashburger in Ridgefield Washington in the casino several of times and each time I go it just feels completely unwelcome I try and order a root beer float by a root beer separate from the ice cream and I've had nothing but issues from a ladies that were here from not giving me a bigger cup and having attitude with me every single time I order something just like they have a vengeance for me I don't understand what their problem is. I pay a lot of money for this lame-[censored] meal every time I simply asked for allergic up and got attitude from the lady working here saying I needed to pay for a drink when I had already paid almost $20 for a meal and a root beer float that I had to make myself.

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F
1:09 pm EDT

SmashBurger I was never paid for my time working here

I worked here for a little over a month in October and I was never payed at all. I have gone in multiple times and they look around and say they cant find my check and then say they will email payroll and to contact them again in 2 weeks. It has been 6 mounts and I have come in so many times. I went in about 4 weeks ago and I thought it was finally solved and I talked to David Calecutt and he said call him in 2 weeks like always if i didn't get my check mailed to me and I called him and he didn't call me back or answer. I really would like to get this figured out ASAP. It has been so long since I worked there and I know it wasn't long but I still deserve to be payed. I would like it if SOMEONE would get back to me and tell me what to do. I have my w2 to show the hours I worked for proof. Thank you. I would like it if I got my money I earned very soon. Thank you.

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M
7:18 pm EST

SmashBurger make your own burger, make your own chicken sandwich and quality of food in general

We ordered from doordash for my birthday dinner. Over 70.00. The two chicken sandwiches came without the bacon & cheddar cheese on completely dry buns, ice cold. My burger with an egg, bacon and (supposed to be) smash sauce came with bbq sauce. Ice cold. All sides ice cold. This place was 1.6 miles away. The manager said I had to come in for refund. Could not replace our meals which were completely unpalatable and covered in congealed grease. It ruined my birthday dinner and the manager offered nothing in the way of recompense or solutions. We are long time patrons of your restaurant and this was a slap in the face to say the least. Especially with over 70.00 in food being ordered. My boys were upset and we ended up at burger king. Their food was substantially better and that is just sad. We only paid 30.00 there for twice the food made correctly, hot and fresh and were given free dessert for my birthday. What a difference.

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S
11:24 am EST

SmashBurger manager attitude complaint

I was working @ said store and at 245 fifteen minutes prior to the end of my shift I stepped out the kitchen for a restroom break. I returned at 252 to my station to the asst. Manager complaining and yelling, telling me, "You will not leave my kitchen without my permission. You will tell me before you leave I will adjust your time for the 15 minutes you were gone, get the f"#k out MY store."I attempted to explain myself to her but she just proceeded to belittle and behave in an offensive manner, being rude and going as far as calling the police on me, despite the fact that as I attempted to return to the kitchen to grab my phone as u was exiting, she blocks my path physically with her body, going as far as to assault me touching me in the chest. I have never experienced such behavior in my nearly decade of kitchen experience in various resturants. I was highly offended by both her behavior and word choice as an employee and her supposed to be the"superior", a manager. At a minimum she needs retraining and I need compensation for the physical and verbal assault that occurred.

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Update by Smash19
Feb 18, 2019 11:26 am EST

9500 s. University Blvd. Highlands Ranch, CO.

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B
9:34 am EST
Verified customer This complaint was posted by a verified customer. Learn more

SmashBurger hours of service

Smashburger website clearly states the Brooklyn NY locations opens at 10am. I went there at 10am last month. The employee tells me the grills are not working and to come back at 11am. No problem. Fast forward tthis morning... I am standing here since 10am. The manager is telling me maybe 10:30 they will open. I don't believe that a company like SmashBurger should open whenever the employee thinks suitable for their schedule. Either change the opening time on line and on the door or open when it stated!

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L
12:57 am EST

SmashBurger how the shift leader/asst manager and cooks treats coworkers

I was in the store one night with my daughter and her friend was working that night, Dani, maddi, breanna, Celina are all very sweet girls and was very helpful made sure the customers were taken care of but by the end of the night a couple of her coworkers disrespected her and humiliated her not just in front of us but the whole store. I strongly believe that the coworkers that disrespected her and humiliated her should find a new job. No worker should feel uncomfortable going to work and that is how she felt and still feels

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M
2:52 pm EST

SmashBurger online ordering; wrong order

I found a buy one get one free offer online. I was given a promo code to use during checkout. I signed up for Smash Club and then proceeded to order, thinking I would be able to enter the promo code, and receive what was advertised, a free burger. However, no where during the online ordering was there a place to enter the promo code, and thereby get the advertised special, buy one get one free. I had to just enter my credit card information and place the order.
When I went to pick up I mentioned this and was told that one cannot use the online promo code to order online. I thought 'this is the stupidest answer I've ever been told!' You get the promo code online, the advertisement with the promo code has a link to order online, yet you can't actually use it? I was then told to just place the order online, but not pay for it online...then I could come in and they would apply the code. Well, obviously this is incorrect since you cannot checkout without paying.
I do not believe I was given a receipt to scan and attach, so there's another complaint

Then, when I got home (5 minutes from store) the burgers and fries, they were literally cold. Not warm, not lukewarm--COLD. (And swimming in grease but I'll let that one go). After I had heated up the meal (2 burgers and a smashfries), and I unwrapped my burger--I had ordered a triple double, but that is not what I received. I got a regular smashburger--one patty. At this point I was pretty pissed off, and I determined to likely never visit a Smashburger again. I will also be telling anyone I talk to about the experience. This is really too bad for I really do like the burgers there. But this whole lunch experience has left me angry, and a little bitter.

Mark J. Remington
Norterra Smashburger

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V
11:12 am EST

SmashBurger order [protected] and [protected]

We had ordered online somehow or order got mixed with my home address instead of my work address I showed up at a different Smashburger trying to figure out how to cancel the order [protected] in Denver off 16th st because store 1009 said I had to call them to see how to get my money back. So I called asked to speak to a manager and Vanessa answered saying she didn't know how to take care of the problem so I would have to talk to G.M so I let her know that I was at store 1009 and Vanessa told me I would have to wait and it would be a second. I was on the phone for 20 minutes tryed calling back but no answer until hours later which Vanessa answered and I was upset asked her that why would she have me waiting 20 minutes on the phone and all she said was she had to leave so I proceed to ask I want an answer why would she have me waiting then she says she doesn't have to explain to me anything which I get even more upset and being that upset I still respected her and never once did Mistreat her . He was yelling at me telling that she doesn't have to Listen to me while I was talking to her the where was talking to her but in reality I was and all I did was ask why would they have me waiting for so long it took a whole hour for the called end up me hanging up. Then she hands the phone to the GM which proceeds to say I'm sorry but Vanessa had to leave and it's her fault Because she was really busy and the back making hamburgers that she couldn't answer the fault to let me know to keep on holding or should call me back so then Told her I wanna make Complaint the way Vanessa was treating me Then the GM tells me that she's apologizing for her and I just said you know what I will take care of my Return

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SmashBurger contacts

Phone number

+1 (303) 633-1500

Website

smashburger.com

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