SmashBurger
Reviews and Complaints

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.

I went to the location on Miller lane in Dayton, Ohio to get lunch, and I had a coupon for a buy a reg priced entree and get on free. Well the cashier told me that the coupon could not be honored because it couldn't be scanned. So she called for help and another person came from the back and so called fixed the problem. When I was ready to pay the total wasn't right and it was too high for 2 sandwiches and a side. So she again asked for help and this time the manager came and said that one of the sandwiches was taken off but I asked again why is it so much for my order when I should only be paying for 1 burger and a side item. He then said couldnt take off the other sandwich because of the invalid coupon. No I have visited other location with the same coupon with no problem because the cashier manually corrected it. I was not given the customer service I was seeking and left the establishment upset and unappreciated. Because of the service recieved I don't know if I would continue to patronize Smashburger in the future.

Hello,

My name is Will Jackson. I ordered a pickup order from my local Smashburger only to get there and find that they closed early that day for Father's Day. I need a reimbursement on the card I purchased it with.

Here is my order information:

Your order information:

[protected]

Name: Jackson, Will
Phone: [protected]
Pickup Time: Today 6/17/2018 7:30 PM
Pickup Location:
Lehi
3700 N Thanksgiving Way
Suite #C
Lehi, UT
[protected]

Item Qty Price
----------------------------------------
Big Spicy Baja 1 $7.79
No Tomatoes
Add Pickles
With Large SmashFries® $3.19
Chocolate Oreo® Shake $4.49
----------------------------------------
SubTotal: $15.47
Tax: $1.20
Total: $16.67

Thank you

we have left numerous messages with the main line as well as submitted documents to get a day of work paid as well as a corrected payroll check from March 2018 that has yet to be done. We have contacted Marco numerous times via phone and text with NO) response and have even gone to the store manager that she was employed at to see if Andrew could help us out-- Again NO RESPONSE as I think he too is not getting any help !

If we need to now that we are 2 months later with no response we can and will look into filing a claim with the labor board.

Please advise

Hello,

We waited almost 20 minutes to order. They lost half my order and brought out my boyfriends food first. He received his burger 22 minutes before I received my food. I only got my food after asking why I didn't get it. I asked to speak with the manager. I very politely asked if there was a staffing issue today or a reason why we had such a poor experience. He said "I see you have your food now, can I do anything else for you?" He was extremely rude and and I asked for an apology or if he could do anything to help fix the situation. He ignored me and walked away. I got up to approach him and ask him for his name. He continued to ignore me and then looked me in the eye and told me to "get out of his face". He was aggressive rude, and I am shaking typing this. If this is the leader this company has representing their company I will never return to any smash burger location again.

I would really appreciate a call. My number is [protected]

Thanks for your time,
Michelle

Went to the location in Troy Michigan yesterday and there were at least 4 people in front of us. One of the workers came to the front and told us that they had an overflow of online orders so they weren't going to be able to serve any of us for a long while. I understand that online orders are a priority but 7 of us walked out of the building. It was extremely disappointing. And although online orders are a priority they had physical people in the building that they turned away.

Hello my name is Derek Simmons and I'm an Lead agent for American Airlines here in Philadelphia International Airport, and i would like to make a complaint about the service I received today(6/3/18) in which I was called an [censored]by one of the chefs for not telling him no mayo on my Burger before finalizing my order. I have spent well over 500 hundred dollars at your establishment since you guys opened here At PHL where I would treat my agents to lunch at Smashburger. As a paying customer and a respectable human being he's Actions and language is totally unacceptable, I asked for a refund of my money and to Speak with the manager but he had already left, because I refuse to pay almost $15 to be verbally assaulted for ordering food. Please take care of this, I doubt that's how Smashburger employees are trained. I look forward to hear back for someone in the company about this included is my receipt with the store I'D number 675 and time that this happened

Sincerely: Derek Simmons

Visited your 4752 Cornell Rd, Blue Ash, OH 45241 location today 5-30-18 for lunch with a coworker who likes your food. We both work at Advantech just down the street. It was my first visit. They delivered BOTH of our "craft your own" wrong as his had cheese when he didn't ask for it and mine had lettuce when I asked for raw onion. Both of our fries orders were cold. We took our food back to the front and asked them to fix - the lady shift manager didn't seem to understand what we were asking and we had to explain. They did modify our existing burgers and brought them back by a lady server who looked annoyed at having to do this and literally dropped the serving plate on our table in front of us.
I found the burger meat to be thin and bland.
I am used to Five Guys and was expecting your restaurant food to be similar and it was very disappointing.

This is regarding the smashburger on renner rd in richardson tx. My ticket number was [protected]. I have lived in the area for 35 years. I have tried this location if smashburger over ten times and the food and service keeps getting worse. This visit caused me to not want to ever try again. My food was not ready when they said it would. The fries were cold. And the onion haystack was cold and mushy and undercooked. Totally inedible. The cashier had a broken arm and was iverwhelmed by the line. The other register was not working. The burgers were fine. But everything else was not acceptable. Thank you for your time is reading this. I would appreciate a reply.

We ate these burgers at the Elliot, and 101 Smash Burger, in Tempe Az. These both were the worst burgers we have ever eaten. Turkey had zero flavor, and was tough. The Beef was cold, and not very good flavor. The garnishments were old and shriveled up. The buns were the size of a child's burger, and paid over 11$ for 2 burgers without fries, or drink. The place was filthy. It was a shame. Not impressed at all. Maybe it was just that locations. Not sure.
Cheryl Davis
[protected]
[protected]@aol.com

Bought a make ur own burger with double patties n it made sick. I had aged Swiss on it spinach onions n mustard . Ever gotten sick off those ingredients . First time going there was looking forward to it but I spend most of the time in the restroom. It was supposed to be my lunch I even signed up for the rewards program. Greatly disappointed will be telling folks on social media not to go there.

I worked at Smashburger from 7/5/16-5/8/18 as a manager. When I put in a paid vacation request it was approved by Gene Giordano (one of the owners) for the week of 4/30-5/6. I have copies of two emails approving my request. I returned to work on 5/7 completing my scheduled shift. The next day I was scheduled off and decided to resign the evening of 5/8. When I picked up my pay stub it was evident that SB Radnor LLC (Smashburger Radnor) had decided not to pay me for my vacation. I have contacted the Attorney General in Norristown, PA. I will also attempt to contact the HR Department for Smashburger. I will then get in contact with the Better Business Bureau and file a claim in Small Claims Court. Feel free to contact me at [protected] or email me at [protected]@gmail.com in hopes of resolving unfair business practices towards employees.

Kind Regards,
Thomas Adams (father of 4 children)

I recently visited smashburger in locust grove ga and I was asking an employer if she could check my order because I had been waiting for over 30 minutes, the employer then addressed me in a very rude manner and when I asked what her name was she then replied that I should ask her girlfriend Hope because she's the general manager.The general manager then told me the associates name was Jaylin.

Spent 30.62 got overcooked burgers that were cold fries that were cold, l sent back my burger and fries got back cold fries and incorrect burger. We waited 35mins for cold overpriced food.
The only saving grace was the milkshakes.
The waitstaff and cashier were nice and friendly, but the kitchen needs retraining.
We are very disappointed we know that the smashburger in thousand oaks has always been good.

Hi smashburger

I went to smash burger in canada pearson toronto airport before i departed for my flight which was at 21.45 to manchester on thursday 26th April.

I am now back in the Uk where i live and o have noticed on my bank statement i have been charged twice for the classic burger.
This is very poor service i only bought one burger for myself as only i was travelling but then i have checked my bank statement and been charged twice. I would like someone to contact me to reimburse me for this burger

I can provide profe of my purchase and can show the transactions on my bank statement

Please contact me on

[protected]@gmail.com
[protected]

My fiancee and I went to Smashburger on 15801 N. Frank Lloyd Wright Blvd Scottsdale AZ on 04/16/2018.. I ordered a turkey burger and sweet potato fries and my fiancee ordered beef burger with milkshake. When the waitress brought our food to table. She didn't specify which burger was which.. they both look VERY similar.. I took my burger that was laid in front of me to the front counter and asked them if it was beef they said yes so sent it back to kitchen.. Trent the manager made me a new one turkey burger. I went back to my table and looked at my fiancee burger which looked so similar to the beef he had eaten 3/4 of this but get I looked at bottom of patty to realize that it was the turkey one. I and my fiancee and I had realized that when the waitress brought it to us we would have switched and no worries. When Trent the manager broought my turkey burger to the table he asked me what happened i told him.. he proceeded to tell me that I cost him money and that will not happen next time... that we should have just traded burgers. First of all you don't tell customers that you cost them money and treat them like your child. We would have had no problem in switching in the first place however we didn't know.. I honestly thought both burgers were beef the looked sooo similar. I have been in customer and patient service since before Trent was born. I get it he's young and new to this maybe however you should NEVER EVER be this rude and disrespectable! I was late getting back to work froom lunch due to this situation and Trent made feel like a scolded child!

I placed an online order on 4/15/2018 for pick-up. The order was confirmed via email and my credit card was charged for the order. Upon arrival at the store, the door was locked and the lone employee within the store refused to open the door mouthing that the store was closed. No customer service representatives were available to assist me. I am left with a charge on my card, without food and out the time and transportation to get to the store.

At 9:14 on 4/14/2018 at 1200 Barbara Jordan Blvd #380, Austin, TX 78723
Me and my Fiancé came into your facility, after discovering that there was still a Smashburger in Austin, we used to love the one in south Austin (where we live) and when we found out there was this location we drove all the way north, to be treated as if our patronage was a waste of time. Desaray, did not only seem irratated that she had to take our order, but literally argued with my Fiancé about how he wanted his order, and how it would be difficult to add an extra fry on the side of his order? After alot of sighing and condescending remarks from your employee we paid and sat down to wait for our food. And with every new PAYING customer that walked through the door your employee gave them the absolute same amount of disinterest, and disrespect.
Very disapointed in this location, definitely wont be coming back.

I visited the location on Hwy 6 and West Rd. in Houston, TX. last night and ordered a turkey burger. I've never been to Smashburger before and wasn't sure what the party was supposed to look like. I got home and took a bite and it was a beef patty. I do not eat beef or pork and have not since 2009. I have been in pain since eating that sandwich. I called the same night and was put on a list for a free burger but wanted to let corporate know that I am very disappointed.

I am taking the time to write this about my experience at one of your locations because the behavior of your manager there should not be tolerated. I have never been treated so poorly when your team was clearly wrong.
I walked into this location at about 5:40, I planned to be back at my hotel the Doubletree down the street by 6 pm to take a call. There was about 6 people in line in front of me. I waited patiently and my order was finally taken at 5:55 (on receipt). At about 6:15, I finally received my order which was handed to me by the manager. The bag felt light, and I asked if everything was in bag. She said "yes". I opened bag and it was missing the brussel sprouts. I stopped her, and she was clearly annoyed barely acknowledging that she missed to bag the item. I wasn't sure she was ordering them, and got up and walked to register and ask. The cashier said manager was getting them. I waited and asked the cashier if that was the manager... she told me the lady handing me the order was indeed the manager on duty. When she tried to push the bag at me, I was frustrated and asked her why she acted that way when I first tried to bring to her attention that the first bag was too light and was obviously missing something. She told me because I had not paid for the item in a very aggressive tone. That statement was so rude. I told her, I clearly had and tried to show her my receipt. I let her know I waited more than 35 mins total, and she, the manager was handing me an incomplete order and barely acknowledging the error with an apology or some sort of empathy. When I said, "excuse me... i waited over 20 mins, paid $17 for my order, tried to point out you shorted me 1 of my 3 items... and you can't even acknowledge me". She then stated in a very aggressive tone, "yeah, have a nice night" and pointed me to the door. I have never experienced that kind of customer service and was stunned. I wanted to shout horrible things about her management skills and the poor condition of store, awful wait time, etc. But I was a bit stunned and I was already late for a call that I needed to take.

I suggest you investigate her behavior and the experience she is providing your customers.

I will not be returning to a Smashburger again because of this experience.