SmashBurger
Reviews and Complaints

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.

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.

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 😡

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.

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

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].

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

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]

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

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

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.

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.

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.

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!

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

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