SmashBurger
Reviews and Complaints

Traveling Boise to Phoenix yesterday April 5th
Wanted to grab a burger before boarding my flight
Bacon cheeseburger. Somehow the Tomatoes cost extra $$
Charged $1.50 extra got 2 pieces the size of quarter (see picture)
What cheap [censor]
Overpriced to begin with being airport located.. Rest assured wouldn't be doing business again... Shame on you.

Dear sir,
My husband and I just went to Smashburges for the first time yesterday April 5, 2018, and the service was a mixture of congeniality and distraction. We were not welcomed to Smashburgers until I told him it was our first time, thence welcomed us. After we ordered he forgot to bring us our shakes. I had to remind him but... while I was waiting to remind him he got a phone call and walked out of the store to a car- personal reasons I guess- and there were two ladies waiting to order in front of me when he left. He was gone about 4-6 mins.
Then my husband and I wanted to have a take home order so we enrolled in the app to get a free antree when buying a side and drink. And my husband did the survey to get the side free and order an antree. So the WiFi services must be horrible in the store because it took 10-15 min just for my phone to come up with the code for the free antree with purchase of side and drink. Luckily no one was behind us the entire time. So we did get the both coupons honored...But ...when we got home we had the drink, a side and two antree! The second side that was free, with the survey, was not in there. Then after she rang me up she points out that my next order will have a coupon for $2 off. I showed her the survey coupon that had $5 dollars off my next order which now that I think of it, the take out order was the next order. She never pointed that out or corrected my order. But she gave me the $5 coupon for a later date. It's a 45 min drive back to Smashburger here in Louisville Ky! We probably aren't going back .😢
And We loved the burgers

Typically I'm at smash Burger is 1 to 2 times a month, buy for myself and my family; as well as friends. This amounts to somewhere between 4 to 6 burgers at least. Not including french fries, drinks etc.

Being the first time that I was able to use the Chase Pay, purchased for a little over $12. I use my Chase debit card From my iPhone.

He took not once or twice rather three times, for the payment to be accepted using your device here in store.

When I asked for assistance from the manager, I was told by the person taking the order that they would just have to have me try again.

Somewhat rudely, I was informed that they couldn't help me do this, that I will just have to figure this out.

Well, you figure this out. Not only am I my company approximate 15, 000 deploying; will no longer be using smash burger, as I will give them incentive, see you some other facility.

Good luck

As a practicing Catholic I am writing to inform you that I am highly insulted by your $5 Friday promotion. It did not go unnoticed that this promotion began on the first Friday of Lent. It is no secret that this is a time when practicing Catholics abstain from eating meat on Fridays. To add insult to injury, this promotion is ending on Good Friday, the last Friday of Lent, and a day practicing Catholics fast as well as abstain from eating meat. I might have believed the start date was merely a poorly timed coincidence had the ending date not also been so "coincidental." Now I can only assume that this promotion was either designed to exclude practicing Catholics specifically, or to tempt the Faithful into breaking their promise to abstain. Either way, shame on you.
The customer service representative I contacted made no attempt to apologize for this blatantly discriminatory offer, merely saying salads were included in the offer.
I can't believe in this day and age that such obvious discrimination goes unanswered.

Yesterday I had one of the most horrible experiences I've ever experienced ordering fast food and I need to speak to somebody about it I've been trying to call the number for the corporate headquarters since yesterday afternoon when it occurred and all day today with no answer but a voicemail saying that the receptionist is busy. This is getting ridiculous and completely unfair after paying nearly 25$ for 2 burgers.

I have never been spoken to in a more rude and disrespectful fashion as I was today. It takes a lot to blow my mind but this place really took the cake.

The arrogant, disgusting excuse of a man that claimed to be the shift lead (and flat out refused to give me any management contact information) should clearly not be allowed within 50 feet of a paying customer.
I doubt his cocky and disrespectful attitude is typical of all your employees; however, to whomever actually runs this joke of an establishment - your shift lead has no place interacting with the public when he lacks the most basic sense of customer service. Send him back to his living room futon to continue playing his world of war craft video games before your business suffers.

Total waste of $10 - I wouldn't recommend this place to anyone.

Date March 25
Cincinnati Airport
Smashburger

First look at the reviews of this location it is 2 out of 5 and I understand why. Took over 45 minutes to get an order and the food was uneatable. Staff were totally un-engaged and did not care. I gave back my food and would not accept a refund to prove a point.
As a note a lady came back crying as she missed her flight because of how long it took to get her food.

I am a bug fan of Smashburger and i am sure they would be very upset with how you are ruining its name.

Hi my name is Michael I went in to get a burger at 9:20 PM Friday the 23rd I am also a ex-employee so I know how things are supposed to be done first of all They were fused to make my burger for 30 minutes and I was like the only customer basically there to cook straight up refused to make it because I am an ex-employee even though I am a customer because he does not like me The cashier also does not like me and refused to give me my change back and encouraged the cook After 30 minutes they made my burger but it was totally wrong they put like 20 slices of onions on my burger they put like 20 slices of jalapeños on my burger they did not melt the cheese there was no seasoning on my burger at all and it was not made properly it was like upside down I then asked him nicely and calmly can you please remake my burger and which case they refused to remake the burger and started talking about we got to do what we got to do we should put bleach in your burger or grill cleaner In front of all the customers talking about poisoning a customers burger they also don't even look at the burger which is obviously wrong then I asked to speak to a manager because I would like my money back if you're not gonna give me my burger and I was nice and calm about the whole situation in which case they refused to get the manager in the back room I do not know who the manager was I did not go on the back room etc. I'm not allowed to So basically I never got my money I never got my burger they embarrassed me and criticize me purposely in front of the whole store or the few customers that did come in at the time and they made me feel like absolute [censor]

this complaint is for smashburger #[protected] e. indian school, phoenix, az
host : deja
my boyfriend and i visited this location on 3/20/2018 at 1:22 p.m. we ordered a triple double, a classic burger and reg. fry. i requested no sauce however i forgot to say no cheese. when the food was brought out, i realized the mistake i had made and we said we would just keep the cheeseburger and buy another classic without the cheese. not a problem, however when the order came out it still had cheese on it! she did return it and ordered another but by this time the fries were cold and by boyfriend had finished his meal. the other issue was the condition of the store. there were 3 customers there and all the tables were dirty, the trash was full as well as there not being any more room for glasses. they had one knife and a few forks available but they were dirty! this whole experience was not good. we spent $21.00 on this meal. could have gone to chilis and had a nice dinner.
thank you for listening
jan [protected]@gmail.com

I go about once a week to this location, I always say please and thank you, always pick up my trash. Well, tonight my wife and I went there close to closing, at 9:45 pm. I called first to try and order ahead so we wouldn't be such a late hit, but they wouldn't take a phone order. After we arrived and order, I actually apologized for coming in so close to closing. It was this point I was informed by one of your employees how rude it is for people to show up 15 minutes before closing...

Well, I lost it at that point. I won't lie, I got loud and salty. I didn't get her name, but the manager came out at that point. Now, to illustrate how patient I was, the manager was extremely rude to both my wife and I when we were ordering, but we didn't say anything at that point. It was till some 19 year old dufus started telling me how ignorant and rude I was for showing up while youre still open!.

Look, I get it... I was 19 once, and I had to deal with late hits. I didn't like it, and I groused about it to coworkers, however... what ive never done, is flat out tell my customer how rude they were for coming late! Never! That's something that [censored] I don't ever wanna hear!

So I eventually asked for my money back, to which your jewel of a manager retorted "do you have your receipt?!" With the obvious assertion that I wasn't getting my money back without one. So, I pulled out my receipt, which I had folded up, and I [censor] you not the lady manager actually tried to snatch it out of my hands! I'm sitting here in my house almost two hours later and I still cannot believe she tried to do that.

Like I said, at least 4 or 5 times a month, always courteous, always pick up after myself, but I'm not coming back without a sincere apology from that manager, and that employee.

My name is Drew Jones, and my phone number is+[protected]

Tried calling corporate office who said someone would return call in 48 hrs. They didn't. On 3-15-18 we went to the Longmont Smashburger location. We had a $3.00 off coupon for an entree. I made sure to ask the gal if the coupon could be used for what we were ordering. She said sure and I watched her scan it on some type of machine.
When I got home I realized they only gave me $1.00 (under rewards redemption) off instead of the full $3.00. The next morning I called and asked to speak to a manager to let them know what had happened. Julian said he was the manager, so I explained what happened. He said his register isn't set up for those promotional coupons and next time I come in to ask for him. I explained I lived over an hour away and would not be visiting that location again. I asked if he could just give me my coupon I could use it at the location I usually visit. He promptly hung up on me! He's a manager?
Receipt # 10022 at 11:36am on 3-15-18.

Dear Sir/Madam

I purchased 2 classic cheese burgers with fries and drinks and one chicken burger with fries and a drink.
The two classic burgers cake up within ten minutes but my chicken burger did not. I came down to enquirie but I was told food does not come out at the same time, just ‘what is cooked first will come out'. I went back up stairs and had to wait a additional 15 minutes for my burger. It came but then no fries. The fries then came up but were just warm. I feel very disappointed for the lack of service and the mild temperature of food. I would like a coupon voucher or a discount please. I've had burgers else where with a lower price and better service.
Thank you

Regards Adam bunting
[protected]@live.co.uk
[protected]

so I ordered 2 burgers online for pick up and one of the burgers I specifically wanted to craft my own because I love burgers with blue cheese. I was obviously charged 70 cents for the blue cheese but got no blue cheese! it's only 70 cents but my point is that it was in my order but not on my burger. when I arrived to pick up my food I noticed the ranch (that came with the fried pickles i ordered) had spilled all over the bag so I told the guy working there hey there's ranch spilled all over the bag with fries and burgers so he rewrapped everything and gave me large fries instead which was nice but just getting home to no blue cheese was a bit disappointing. this was my second time coming here since a couple days ago which was the first time i've ever gone to smash burger, that burger was perfect.

To Whom This May Concern,
My name is America Velasco. I went to the Smashburger in Citywalk, Hollywood right by the Universal Studios yesterday, Feburary 23, 2018. We did arrive a little later like 10, but there was still an hour left before closing. The closing cashier, dark colored hair, dark skin, brown eyes (I can't remember her name) was very rude when doing the order she rushed the entire process and then just handed me the buzzer. We ordered shakes and when they were not handed to us another worker came out and said with a very rude attitude and hands on her hips asked us what we wanted we said we ordered shakes and she sighed and made the shakes super fast and I thanked her and she stalked off. I understand that it was late because I myself work at a restaurant whose normal hours are from 7am to 3am, they closed at 11pm. I know that all you wanna do is go home, but this is not the attitude you should be giving. Customer service is priority and as a shift leader myself I really did not appreciate this kind of behavior. I never complain, but this was just not acceptable. We drove 2 hours just to try this restaurant and we received horrible customer service. As owners, you know that that is one of the top things customers look at when visiting new places and this was not okay. I hope that you address this problem at that location since you are able to check who closed.

My husband and I just tried to go to the Smashburger in Marina, Ca after watching a movie that ended at 8:30pm. We walked over to the Smashburger which has hours of operation posted that they are open until 10pm, however the doors were all locked, the staff was cleaning and no one would come tonth door to serve us. This isn't very poor business practice as there was no reason for the place to be closed.

Date of Incident: February 14, 2018
Time of Incident: 2:30PM

Hello, I am currently a Smash Burger employee at your location in Westminster, Colorado. On the date of February 14, 2018, I was asked by my General Manager, to sit and chat. I was assuming the conversation was about the night before, when I was unable to cover a shift for an employee who called in. I sat down and almost immediately my General Manager starts to insult me. She had told me that the acne on my face was becoming a problem. She had stated that my acne problem, was grossing out customers and was affecting my job. She had also mentioned that I was too "thin" implying that I was too skinny and that I looked very unhealthy. I was very upset with both of these comments, 1; because I do not have control over my facial acne, especially around a greasy environment. But what had really upset me is when she mentioned my weight, as of a few months ago, I had a life threatening health issue, that caused me to lose a fair amount of weight. That hit a very sensitive nerve. I was so upset that I was having a hard time finishing my shift from how ashamed and embarrassed I was. With this being said, I no longer feel comfortable working for this company any further, and will be resigning from my current position with Smash Burger. If you would like to contact me, my cellular phone number is - [protected]. My name is Jay. However, I would really like to speak to someone in HR about this issue, personally.
Thank you.

Hello. My name is Edie Revi. I have a complaint about the Smashburger location at 7305 E 35th Ave in Denver, CO. My son and I order from this location fairly regularly. 3 out of our last 4 orders have had issues; Incorrect items, payment processing issues and exceeding pick up times by nearly 30 minutes. Today, I placed an order online (#[protected]). I ordered 3 sandwiches. Big Spicy Baja, Buffalo Blue Cheese Grilled Chicken and a Big Classic. The big classic was the only correct item I received. I got a regular burger with no toppings or condiments on a wheat bun and a regular grilled chicken sandwich instead of the Big Baja and Buffalo that I ordered. My son is a Type 1 Diabetic and had already taken insulin for the meal. Despite being incorrect, he had to eat what was given to us or face the severe medical conditions that taking insulin without eating would cause. After eating, I called the store to level a complaint. Upon telling my issue to the employee (who did not "listen") I was asked questions for the information I had just provided. First, I was told that the order couldn't have been incorrect. I assure you that it was. I was told I needed to bring the food back or nothing could be done. I told them that my son needed to eat and I was simply calling to let them know that the order had been incorrect. I thought it was important that they knew for future reference. I was not rude, or loud or disrespectful. When I was going to speak with the manager, I was told that I would be put on hold and was disconnected instead. My family works in the hospitality industry, I have an understanding of food and customer service. I simply want to let you know that I am very dissatisfied with how this was handled and that this type of rudeness will cost you customers. I hope you address this shortcoming with your staff. Thanks for your consideration.

On Friday 2/9/2018 my wife and visited the smash burger location 1430. I just returned from a long flight and we thought would try your establishment for the first time. When arriving to the location at approx 935pm and placing order at desk the cashier said we have 25min to eat inside as they will be closing down for the evening. We sat down and about 10min the food arrived. It was approx 9:55 and someone in the restaurant turned off lights just above the table run above us and the other lights stayed on hinting that they were closing up. I feel this is very poor customer service as we could have chosen somewhere else to go as the area has multiple choices to eat. The burgers were good but my first impression of your business was poor.

So wish I would have taken photos, but I didn't because normally I do not complain. I am in the industry and understand that sometimes "things happen". However, they seem to happen very often at this location. Time and time again I pay for cheese, 70 cents and I do not get it. $1.39 for avocado and I get this 1/2" slice of brown mystery substance. I order a black bean burger without bread and avocado and it cost $7.78 and its all crumbled on a soggy piece of lettuce. Needless to say this was a very disappointing discovery after we drove miles back home. My receipt has a bar code #C0591090. The number on the bottom of my receipt says [protected]. Again, this is just one of my many disappointing dinners at this location. I know the franchise owners would want to know they have a problem in their eatery, and I would hope they do something to improve upon the quality of the food.

I went to smahsburger last night to order a meal. When I walked in the FOH manager was working the front counter and asked "For here or Togo?" When I told him for here he took a deep breath like it was a problem. I started looking at the menu to see what I wanted, FOH manager never asked if I've been there or if I needed help with the menu. I finally figured out what I wanted and ordered it. I then stood there to see if the cook Resha, was gonna wash her hands because she was mopping the kitchen (she didn't, gross) I then got my food and found a table to eat at. A lot of the tables were dirty I don't understand why because no one was in there but myself. I started eating then the FOH manager started cleaning tables and flipping chairs as if they were about to close. I was in there at 8:00, the place doesn't close until 9:30. I even asked the manager what time do they close (cause I felt like I was holding them up) I felt like I was being rushed out for absolutely no reason at all. I really enjoyed the meal, just didn't like the service at all!