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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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S
2:28 am EDT

SmashBurger 1 hour plus

I'm sitting in smash burger waiting on to go order, manager said 2 times it'll be a while. She is serving people who ordered in since I've been waiting. It's a line and I'm still waiting on product paid for and I'm tired of waiting, I finished my shake 30 minutes ago

Desired outcome: Better service

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2:37 pm EST
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SmashBurger Delivery and loyalty

I received a promotion for free delivery and noted on my account that I had enough points for a free entree and that it would be applied when I ordered online.
I placed an order which I thought was to be delivered only to discover that it was for pick-up and that the free entree had not been applied.
Order #1172192 on 12/29/2020
Now I see that the free entree is valid until 2/27/21 but I thought it would be applied to this order. Overall, I am not pleased with the results of this supposed free delivery order or the handing of my loyalty points.

Desired outcome: Restoration of loyalty points and some kind of restitution for the delivery mixup.

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C
4:03 pm EST

SmashBurger Product

We ordered Door Dash delivery from the Lakewood, CO Smashburger. None of the burgers were done right, out of 3 burgers! The food was cold and not wrapped well. The food did not taste good. This was an expensive order for such poor outcomes!

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C
8:24 pm EST

SmashBurger Food and service

I order through door dash which I have several times they are great they called me from the Roseville smash burger to say they did not have oreo cookies shake which is understandable we changed it to vanilla no big deal. Then our food was delivered and I asked to add avocado which cost more there was none I also asked to add Chipotle mayo none and smash sauce none I asked to take BBQ sauce off they did. Fries were not cooked and they were supposed to be smash fries. This is not the first or even 3rd time I've been very disappointed with this restaurant location.

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9:44 am EST
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SmashBurger Burger

On November 22nd I ordered a double cheeseburger and as i'm biting through the burger I noticed a type of wax paper that be on the burgers or cheese it was btw the burgers. Employees should be careful with how they prepare food and not rush cause this can be a bigger problem. This was a big turn off and a waste of money. I was too far to go back to the store.

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7:47 pm EDT

SmashBurger Product

I went into your Smashburger store today 10.3.2020. My host was Dayanna @4.40 pm. 20059. At your Greenwood Village location. On 9696 E. Arapahoe Rd.

Anyway I ordered a double bacon which was $ 7.99. After tax it came out to $8.57. Which is what the host put on my receipt. BUT when I got my order home. It was one patty with cheese, lettuce and tomatoes. And a heck of a lot of mayo. Which was disgusting by the way. My husband's night was totally ruined. We will NEVER visit Smashburger again. Not to mention being ripped off. What a joke!

You need to make sure people get what they are PAYING for. And employees in the back who know how to read English!

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C
9:39 pm EDT

SmashBurger Crispy chicken sandwich

I purchased a crispy chicken sandwich, burger, 2 orders of smash fries and 2 milkshakes from Store [protected] State Rd. on 8/17/[protected]@ 8:01pm take out. When I reached home to eat my food my chicken sandwich was cooked so dry that I couldn't eat it had to throw away, I was very displeased and disappointed as this being my 1st time trying the food as I was told that the food was very good. I will attach a picture and my receipt.
My name is Catherine Gibson [protected]@gmail.com I have a photo wont let me upload

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J
2:44 pm EDT
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SmashBurger Card charged, food never delivered

Placed an order through their website, I received many emails saying the order failed but my card was still processed and charged for $42.39.

Order number: 543391

I have yet to receive any refund or response.

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L
10:19 am EDT
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SmashBurger The worst burger we have ever had

On Wednesday we went To Glassboro and got two beef burgers and fries. We got home and what a disaster! The size of the meat was so small and thin covered by the burnt cheese and burnt onions! Will never go back as we paid around 25$ while if we went to Burger King, we would have got a much better deal and better burgers! Yes it was the worst burger ever!
Unfortunately we threw it away without taking pictures as we never complain but now sitting here and talking with my husband about it, I said yea I should complain as they messed up completely this time!
Lamya Habib

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T
7:35 pm EDT

SmashBurger Food / beverages / service

5/4/2020 5:25 pm
order number=449416
check= 910009

I ordered two combo meals and one kid meal online, the food was fine but the drinks were not, I ordered 2 30 oz drinks and one apple juice. I received one 30 oz, one kid size drink and was missing the apple juice. When I called their store I first talked to a man that seemed to not understand or pay attention to my concern seemed like he was on drugs when my boyfriend was picking up the order at the counter. Then a girl was put on the phone asking me to drive back for one drink, I asked her to just refund the drink back to my card. She informed me that she wasn't able to refund that without me being at the store. I told her I was unable to go back and I wasn't going to waste my time on a drink. She argued with me and had a bad attitude because I wanted this issue fixed.
email: [protected]@gmail.com

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D
8:56 pm EDT

SmashBurger Missing item

I was missing a item that was paid for and delivered to my house and when I talk to the manager of smash burger she told me there is nothing she can do and I told her I ordered off of smashburgers website not through nothing else and she said She couldn't give me a refund? So I never got my refund.

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2:18 pm EDT

SmashBurger Service, Cleanliness, and Coronavirus prevention

This complaint was also made to your customer service service line. A message was left and todate no one has reached out to me. Over two weeks ago my husband and I has lunch at the West Caldwell, NJ SmashBurger. We arrived at 1:00 pm, and received our meal around 50mins later. The most of the food was cold when it finally arrived. This Smashburger was overwhelming under staffed. No one had time to clean the tables. Mostly all were dirty when we left. Lastly, and most importantly the mens room soap dispenser was broken. You have to ask yourself, how are the employees were washing their hands? This should be a major concern due to the deadly Coronavirus. A video of the broken soap dispenser was made, and pictures of the dirty tables were taken.

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B
12:24 pm EST

SmashBurger Condition of location

I visited and ate at this location on 2/28. I am a former COO of a large
full service rest. co. The store manager is doing his job...he's responsible for
day to day operations. My experience from cashier to meal was first class.
However the store is in need of a major image enhancement. Which
is the COO'S JOB. The carpet is worn, dirty and Not cleanable(shot). The
Chairs were chipped. The moldings on table were off or coming off.
These are Capital expenses...the upper managements job? So who ever
you are? You have failed the management team at this store and the
customers. Look in the mirror. If you worked for me...consider this your
last day. Bruce Orlando [protected]

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K
11:36 am EST

SmashBurger Service

Was there on 01/26/2020 at 12:38pm, sorry this is so late, but been dealing with a infant with cancer. Placed an order of double truffle mushroom burger. Went they brought it out to me I only got a single, so went back to resistor and told them I ordered a double truffle mushroom burger and only got a single. She looks at me in disgusts and I told her she could give me the difference back. She says I don't want to do that. I did get me double truffle hamburger. The gentleman ahead of me also brought his burger back up because he got no burger, just veggies and condiments, then the lady behind me asked for hers to go and got it on a tray instead. Both the girl were like disgusted with each on us. Then a hospital employee came up and said it had been over 30 minutes and had not received her food. The girl told her that they had orders ahead on her. This employee was 3 person ahead on me. I don't know what was going on, but the staff this day was not on their game. The first time I was there it was great I would give you a 4 stars, but this day just 2 stars. By the way your hamburgers are great. Sincerely, Karen Blain

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B
6:33 pm EST

SmashBurger order made through grubhub

It's very unfortunate that Smashburger hires such people as a manager to represent your store. I had the worst experience of my life today dealing with the store manager Justin. Not only he was rude to me and he was very disrespectful with his language and body gesture. The manager was yelling at me for asking what happened to my order after waiting for 45 minutes in the store for an order that I made through Grubhub just because they didn't see the order on time. I kept checking with the manager and staff every five minutes about my order but nobody did anything about it and a manager had the audacity to insult me in front of the employees and customers. I kept checking with the manager and staff every five minutes about my order but nobody did anything about it and the manager had the audacity to insult me in front of the employees and customers. After I walked up to the manager asking politely what happened to my order his answer was there is nothing he can do about it and asked me to cancel my order if I like. Now I'm writing this Email because this is very disrespectful and aggravating because I haven't ate all day and decided to go to Smashburger to get me some food and my coworkers. I would like something to be done with this because it was definitely unacceptable, unprofessional and if it wasn't for my calm and composed behavior it would have escalated in a very different way because the manager was verbally aggressive.

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4:47 pm EST

SmashBurger cleanliness and service

I almost walked out as soon as I walked in. I am not normally a complainer. This is the first time I have been compelled to actually contact corporate instead of just asking for a manager. I was so appalled I actually took pictures and videos while in your establishment. If I were the district manager I would want someone to let me know this was the condition of one of my stores. I waited about 5 minutes for someone to take my order then about 30 for my food. The floors were filthy and the staff aloof at best. I watched 3 people stand at the counter waiting for someone to take their order as 4 different crew members walked past them finally one of them said"ill be with you in just a moment". They showed no sense of urgency or hustle at all. As I was admiring how filthy the floor was and wondering what the other surfaces in the kitchen looked like someone threw a black tub on the floor, about a foot away from my toes, as if they were going to clean, they didnt. The tub was then used to clear tables so everything on the floor was transferred to the eating surface that was not washed afterwards.

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4:10 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

SmashBurger store # 1268

You app doesn't work. Your survey doesn't work, your staff isn't trained. This location is across the street from Highlands Ranch high school. They were tons of kids going into the Noodles next-door so I stopped one of the gals and asked them why they weren't going to Smashburger. She said Noodles is really really good and besides even if there was a BOGO at Smashburger the app never works! You're losing a lot of business. Just say'en.

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C
1:57 am EDT

SmashBurger the behavior of the coworkers

I have never worked at a place with so much drama and issues with the females. This is very unprofessional. I feel like I am in high school with how much lies, drama, and attitudes there are.I am a employee there and a couple of females speak very rude to me there, snatch stuff out of my hands, and feel like its okay to speak to me like I am stupid. I exchanged words with Ayla letting her know its not okay to speak to me like I am stupid. Then had to pull the manager, browyn aside to tell her the situation. I worked with her from 12-3 and then 5-7. I had to leave early due to the issue and having my family member in the hospital. This isn't the first time I have had issues with her she speaks badly about me under her breath and makes comments. Then the new manager Maree told my manger Chris that I had just decided to take food and sit down with a friend while on shift. While the other manger on shift Avalon gave me permission to take a break and told me not to worry about clocking out due to it being quite busy. I am unsure as to why people act this way at a job but I feel as though that is very very unprofessional when I come in to work I leave my problems at the door and speak to people the way I wish to be spoken to.

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Update by Coo0324
Oct 21, 2019 2:17 pm EDT

I am a new employee and after two weeks I am already wanting to quit this job. Im not the only one who is over the drama and this work environment other people who have been here for the same length of time as me are already wanting to quit and are looking for other jobs. This goes to show you that no one wants to be here. I like my job but not the coworkers.

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3:19 pm EDT
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SmashBurger product and service

I have always heard about smashburger and had my first experience from 2:20 to 2:45
Come on! I ordered a classic smash burger and it cost me almost 9 dollars.
After waiting 25 minutes my over priced burger was a huge disappointment.
Looked as if one counter person and 2 cooks.
Completely understaffed. Burger was not hot very very disappointed, great name great concept but corners cut

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F
9:44 am EDT

SmashBurger service

Visited the restaurant on August 9, 2019. My daughter work there and I said hello I ordered fries and went to sit and eat. There was no one in the front diner but my daughter the lady manger was no were to be seen. When she did come out she took one order and stayed in the the back kitchen for the most part. while I was there I noticed the manger took several smoke breaks and left my daughter to run the front. When I left the manger was in her car taking a smoke break again. The cook was on his phone in the kitchen did not wash his hands after using the phone just went straight to cooking the food. My daughter got a call about me being in the store on Saturday August 10, 2019 claiming I did something to make the manager uncomfortable. All I did was order fries and sit at a table. Complained to the district manager on August 12, 2019 about 5:30 pm he said he only believes the manager. I'm still the customer whether I have a family member working or not. He claimed the manager said I lunged at her but I was no were in her space. I feel uncomfortable with a district manager not even having the skills to problem solve and lie about a situation. They said they will talk to a couple other people so they can figure out what happened but he also claims that they seen it all on camera so they should know the truth in just the video alone. Now they have my daughter singled out gave her no hours gave the Manger who lied all the hours and said they would call her that night she still has not gotten a call its been two day later. I feel like they are trying to get my daughter fired or try to get her to quit. They are claiming she has poor performance but if you dont train or hardly train a person let alone a teen for a position they will follow what they are being tought on their daily observation in the work place. If you have poor management all the way up to the district manager. what do you really expect to see from the employees. She complained of so much going on and yet they did nothing. Talk about poor performance they should be looking at everyone.

With the conversation I have had and what I have seen I do not expect to see anything positive come out of this for my daughter.in fact I'm sure I will see just the opposite retaliation and poor treatment.

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Phone number

+1 (303) 633-1500

Website

smashburger.com

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