SmashBurger
Reviews and Complaints

This weekend. I visited unversial city walk and as I sat in my car with my child. A smash burger employees was smoking weed as he pulled u to my space.
As I walk into city walk their a smash burger employee calling another employee from another restaurant a stupid [censor] in front of me and my daughter.
As I walk in smash burger to the names the cashier looked high and had a horrible attitude like he doesn't not want to be their.
I do not like when people roll their eyes at me.
Over all I really think you should review your employees at city walk.
I only go up once in a great while and your employees were on a bad roll.

My wife & I wanted lunch at the Blvd Marketplace Smashburger (10160 Fairfax Blvd, Fairfax, VA 22030) today. My meal was fine, but my wife received a burnt/charred burger. I politely asked for a replacement, but after a long wait, my wife simply requested a refund (again, courteously). The cashier called the shift supervisor, who was abrupt & rude, basically throwing cash &
change (some of which was lost on the counter) to my wife without saying anything whatsoever. We were left with a bad impression & don't intend to return to that store location again.

After several attempts of calling to the Smashburger customer service center and recorded messages on voicemail, it never got answered and returned the call. So I want to file the complaint here via online. On November 29th, 2017, I went to my local Smashburger restaurant to order "Colorado" crispy chicken sandwich. I ordered it then waited for about 10 min which is very normal. After my first bite of the sandwich, I suddenly noticed a raw chicken meat. I tore the sandwich apart in half and revealed that most of inside the chicken meat is still raw. I showed it to the shift leader guy, Jason. He was like oh sorry about it and did nothing afterward. I was expected to get full refund or coupon for free meal but nothing! I feel like the headquarter need to know about this but don't understand why they went being unresponsive and helpless? My words must be heard in this kind of situation of serving a raw chicken to customer. I took pictures of my meal as evidence.

I visited a location of smashburger in toms river new jersey. I ate a mushroom truffle swiss burger. I got home about an hour later and began to feel ill. I had eaten nothing after the burger. I ended up with food poisoning. I'm 22 weeks pregnant and my doctor had told me it was serious. I called the store and explained and was told the store manager would contact me. He contacted me and said he checked the temperature and all the food and e everything was fine and no one else got sick and said "guess it was just you sorry feel better". He was very disrespectful. I'm a pregnant mother and food poisoning could have hurt my, unborn child. He should be happy i didn't pursue law. Its a business and I should have been offered a gift card or reimbursement I spent 35.00. I do not appreciate disrespect and a manager should care and he clearly didn't. It ruined my experience and as of now I will not tell anyone to visit smashburger.

She is a bad boss treats her employees with no respect also is rude and gives attitude to customers I was awaiting atleast 15 minutes before somebody came out because jeremy and sharell the gm wanted to converse in the back of the store also the shift leader derrick is rude and doesn't show very good customer service treats employees with no respect as well

Visited the North Mesa AZ Smashburger (Power north of McDowell) tonight.
1) Second visit where they could not provide rootbeer floats - last time they didn't have rootbeer either
2) Smashburger came in a dozen pieces. Had to try to eat with a fork, but wait, there were no forks. Had to use a float spoon to scoop up the pieces.
3) Wanted to have icewater to supplement the dinner. Given a cup, but the ice dispenser was broken and wouldn't dispense any ice
4)Since no rootbeer floats were available, we ordered a chocolate shake and a strawberry shake. When they were delivered, each glass was placed on the table with the appropriate metal mixer container. After we both emptied our glasses, we (as luck would have it ) simultaneously poured the extra shake from the metal container placed in front of each of us, only to find that they were switched. Yes, our fault to not have checked, but really? It was set down with the glass, who would have guessed. When you pour quickly which you do, it's too late by the time you see the color difference. We both had a second glass of mixed chocolate and strawberry shake. Not very satisfying.
We'll probably go to your franchise again, but I assure you it won't be at this store.

On Monday, December 11, 2017, I ordered and paid for 2 Bacon Triple Double burgers, one with avocado. I foolishly did not check my order because I received 2 plain hamburgers and did not feel like driving back in rush hour traffic to correct the order. I would like a credit or refund. Thank you for your help in resolving this issue and happy holidays!

Went to smash burger for the first time, walked to counter, young women said what can I get you? My response was I don't know this is my first time here. She walked away about two yards to a podium where she rested on her elbo an seemed to be writing on something- Maybe a crossword puzzle never said another word to me I looked up to the board for about three minutes.
Looked over to her still writing never looking at me. I left an will never be back!

This is the third time I have visited smash burger and have had my family's order wrong. I ordered on the website today and picked up my order and headed home 20 mins away. When I got home I noticed half out order was incorrect. The biggest mistake was just receiving a regular smash burger instead of the buffalo and blue burger we ordered. This was my last visit to your restaurant. When I spend $60 I expect our order to be correct. This is such a disappointment.

This company is such a disgrace to people that dedicate themselves to a company that could careless about the workers and more about money. I used to work for you all at one point. I dedicated my life, in which ended working for this company. I had no social life because I spent at least 6 days a week in the store. I was promoted quickly when hired and promoted again when needed to relocate. I was excited until I received my pay rate as an assistant manager. Let's just say I wasn't getting $12. But I was to do alot for those peanuts y'all call money. I spent alot of out of pocket money to help keep store clean and ran sufficiently. I used my income tax money one year to buy a car just to relocate for the company, just to work at a store not to move across another state. I've worked from open to close lots of times. Sometimes I even worked for free. Just so we could have successful numbers. Opening a new store was a great exp but time consuming. Time I didn't get paid for but still did. Now I've been terminated due to the lies of a customer. Y'all didn't even consider how I felt and why what happened happened. All y'all care about is the money and want the customers to keep coming back even if it means firing the BEST PEOPLE y'all employ. Y'all denied my benefits knowing I have small children. The customers at My old store loved me. Alot of times there b a huge rush and I'm the only one on the front and the customers see my frustration and pain but assure me that I'm doing a GREAT JOB and to not over work myself or get overwhelmed. They were my motivation. I've had customers call corporate because they seen my busting my [censor] for y'all. Since I been fired I've seen a few customers and they were appalled as to why I was terminated. U people should be ashamed of yourselves. You all stop selling 100% beef to 75/25 just to sell to a bidder. All y'all so called fresh vegetables have been cut down in size just to save a dollar. I know the reason. I hope whomever take over cares more for employees then the current owner. I'm glad the new CEO made Denver corporate ppl volunteer in the actual store because y'all get to see what we went thru. Y'all just sit in the m offices and push pens. Try getting spit on at work or the bird flipped at you or a tray thrown at you and all the while u must remain calm and still deliver EXCELLENT CUSTOMER service. EVERYDAY there was a problem. And I'm being paid less then $12 as a A.M and I must take this treatment from customers because y'all cherish money more Roentgen people that helps u get that money. I was a small fish but without us y'all don't have jobs. I wasted my time with this company and y'all need to have a better reason then a lie when u terminate people just so y'all can keep a money flow. Facts. I was mistreated by customer and company. The company didn't care about my feelings only the name "Smash burger". Smh. I could work for McDonald's and get paid way more to be mistreated by customers and yet still smile. Stop lying to save your butts! Remember you was me at one point! Trying to make it to the top. Don't forget where u come from or how u started out. I have principals and morals. And my termination was unlawful a complete lie and senseless. You people are [censor] up. And I hope the lady or man that reads this sends it starts to the top because I will spread the word about this low and foul company. Listen-no one listened to what I had to say! Apologize- I got one b4 being fired but it was school not genuine. Solve-my problem was solved by getting fired and allowing the customer to do what they want and say what they want and y'all believe it. Thank - Don't make me laugh. And to top it off, I was asked to never return to the property for no apparent reason. No worries, I haven't returned not because I was asked but because I'd rather not surround myself around disloyal fake people. This why management in this company quit so much because it's not a family oriented company. No matter how much y'all say it is and want it to be, it's just a dog eat dog world. I may sound bitter but I am not. I've moved on to better and more concerned company. Just figured after 9months of being out of smashbugers slave chains y'all should know how former employees feel or felt. BTW felt like this long b4 my termination. I just thought it would change one day.

This happened on 11/15/17
My number: [protected]

I went up to Smashburger to do my homework and order food. There was a manager whose name was Jamie that came in wearing pajamas with her son. She went into the kitchen and started messing around and disturbing everyone in the lobby. She was in the kitchen, wearing pajamas, and cooking peoples food. Not only was she doing that, but aloud her son (who looked like he was 5-6) run in and out of the kitchen. Her son was also in the back cooking peoples food. When I asked an employee why there was a kid running around in the kitchen the manager got offended. Due to the fact that I was associated with one of the employees, the manager, Jamie is taking things out on the employee that I know and told me that I am no longer welcomed at the store. My request is that the manager (Jamie) be spoken to and dealt with as well as an apology to the employee (Daniel).

I just got food poisoning from your food and vomited repeatedly. I also had diarrhea and thought about going to the emergency room. I ended up not going to the hospital and cleaned up the mess for two hours. I think it was the burger since the rest of my family had grilled chicken and they seemed O.K. as of now. It could be because the kitchen and staff were overwhelmed with customers which caused the long delay of more than 30 minutes to get the food and possibly a problem with my burger. I bought the food at the Commack-East Northport store.

First of all I went there and waited in line at least 15 minutes and when my order was taking the food order was really overpriced a $17.23 4 combo meal and a burger then I look around no one is wearing a hairnet and everybody is handling food the cashier gets off the cashier register and take somebody their food to their table without even washing their hands he's been handling money then he goes and handle food then after I leave gets home already mad that I spent 30 minutes for take out and my order was messed up this happened at the Smashburger on 6305 East Hampden Road in Denver Colorado 80222 this is something I will be taking up with OSHA and other authorities thank you or listening if you are concerned at all

I went to the location at the rio in las vegas... The completely messed up my order and unfortunately I didnt notice until I made it home... I ordered a build your own burger... I forgot 2 order bacon on it so I ordered a side order of bacon I never recieved it... My smash fries tasted like a little potato with my salt... The haystack fries were delicious minus the sauce that I never recieved... My fried pickles were very soggy and there were more in the bottom of my bag then in the container...

I also ordered a chicken burger because I was informed that the turkey takes four hours 2 unthaw... Long story short it was not great altgough my husband said the bread was delicious...

I spent almost $40 on sub par food... Not cool!

This was my 1st time at your restaurant and I was really lookin forward to it but I honestly must say I was disappointed... The service was also horrible

Today I went to eat at the location in Loveland, Colorado. I ordered a blue moon and handed the cashier my Active duty military ID because my drivers license is upright and not accepted in Colorado. She proceeded to make a a huge deal about the fact that she could not find the birthday on my military ID so I asked her if she would like to see my drivers license to ensure that my birthday is the same. She says yes and then tells me that she has Tj take it to her manager in the back. She took it to the back manger who then walked out with two other managers. Yelling at the cashier across people eating the manger yells that the ID is invalid and can not be accepted. I told the manager that I gave the cashier my military ID because I know they can’t accept my drivers license, she then tells me no neither of them are valid and they will not accept my military ID as a form of identification. I left at this instance and will not give my business to any Smashburger! This service was absolutely horrible!

We went to the lindenhurst location a few times and each time the service was horrible. They are very short staffed and waited a very long time for our food. We even preordered to go and were not taken care of for 15 minutes and the food was sitting on the counter and was cold. Just today, after surgery, my husband went to get me the grilled chicken sandwich with goat cheese, spinach, and cucumber and when the order was repeated they said crispy chicken. He said I asked for grilled chicken. When He got home I received a hamburger. We were not happy. Also the sweet potato fries were half filled. While your food is very good, I don't think I'll be going back. Very disappointed.
Thank you
Jeanine Drapala

Despite that there is no sign whatsoever stating no pets allowed in the Smashburger located in Riverdale Crossing Shopping Center at 193 W 237th St, Bronx, NY, 10463. In that same shopping center there is a Petco. I went to get my dog chew bites and wanted to stop by for something to eat. As soon as I walked in with my 10 months Labrador puppy the lady at the counter Emily (that's what's on my receipt) asked if she was a Service Dog. I said no and she asked me to stand outside and offered to take my order outside. Since I have been at this location before and I used to be a regular I knew exactly what I wanted the BLACK BEAN BACON AVOCADO CLUB (no bacon) I asked if I could order and pay and stand outside. She said she would bring the order outside to me. I reiterated that a "No Pets Allowed" is usually visible in most places that are not pet friendly.

She never brought my food and although there was no line when I ordered, I waited over 12 minutes outside and I had to ask a passerby to hold my dog while I went in and asked about my food.

When I went and asked another associate about my order; the food was sitting in the counter and I made the mistake of trusting Emily that she had gotten the order right.
My order was nothing like what I ordered. The description on the menu is BACON AVOCADO CLUB With lettuce, tomato, ranch dressing & mayo on a multi-grain bun the only thing I changed was *NO BACON* I got a sloppy bun certainly not Multi Grain. No lettuce, no Ranch, no Tomato, no avocado, only the Black Bean Patty was there (almost burned)and all of a sudden I found mushrooms. This hamburger doesn't even bring mushroom, what if I was allergic? This burger looked like a burger from the McDonalds dollar menu.

I will not come back to this place and I encourage corporate to be mindful when they hire staff. A good customer service is critical in a restaurant, also if puppies are not allowed at your restaurant is imperative that you put a visible sign.

I placed an online order for the Federal heights location at 3:59p on 10/13/17 for a 4:45p pick up. I arrived to the store at 4:38p and sat in the pick up area for 12mins waiting for me order. Finally, after seeing a to go order sitting on the counter for several minutes and no one deliverying it, I asked where my food was as it was past the pick up time. The cashier was extremely rude and told me she didn’t know where my order was. I waited for a few more minutes as she bagged up the food that had been sitting there for 10+ minutes. She gave me the food with absolutely no words, not an apology or an explanation or anything. Finally I left with my food nearly 20 mins later. The burger was substituted with cheddar, however it did not have cheddar, but American cheese. Also the burger was very sloppily assembled with sauce all over, the bun was soggy and smashed, and overall the food was lukewarm and less than fresh. I had already wasted so much time waiting for the food that I didn’t have time to drive back and have the food remade. This was by far the worst experience I’ve had with Smashburger. The whole idea of ordering online is having food ready and how you want it, when you want to pick it up. I ended up not getting the food I wanted, a rude customer service experience, and watched several people be served first despite me ordering 45 minutes prior.

Good evening, I am informing you of the absolutely disgusting service I received in bath today, me and my family have been told to try your restaurant for a while, so today we planned to drive into bath (quite a journey ) have a walk around and go for a family lunch at your restaurant, we were quite looking foward to it, having entered the restaurant about 1.15 on Sunday afternoon, it looked steady in there, not to busy but we wer stood waiting a while at the front door, finally a man with long frizzy ginger hair cameup to us and simply said " we aren't taking anymore customers right now sorry"

That was it no, explanation why, he just held his hands up blurted that out and walked away, I was left absolutely baffled there were plenty of tables, no big ques . I was in shock, never in my life have I heard this from a restaurant of you're level before I thought you would be craving for new customers especially with so much great competition, it wasn't even that you wer full,

My children wer hungry we were left feeling angry and completely let down by this restaurant, word of mouth is very strong advertising as it was what made me go there in the first place, right now I dnt think I would even give your restaurant the time. Of day let alone advise anyone else to go!

You ruined our planned day out, we drove a hour to just try your restaurant to get appling service and turnt away,

I would be mortified if my company treated customers the way yours did seen as that's what keeps a business running

Regards
Sarah Stick

I visited Smashburger in Emeryville, Ca (40th & San Pablo) on Saturday 10/7/2017 approximately 3:45 - 4:30 pm. I chose that restaurant because I wanted to eat in and I previously noted it had a cleaner environment than the other nearby restaurants.

The service was so unacceptable that I have decided that was my last visit to your restaurant. I plan to share my experience with my circle of relatives, friends, acquaintances, business associates, etc.

1. My adult grandson was served his meal approx. 10 minutes before I received mine. Our drinks came 10 more minutes later. The shakes were served in a mug and a take-out cup. My grandson asked why the difference. The African-American female employee told him they had no more mugs. My problem with that is that she would not have volunteered that information or an apology on her own. Also, she didn't explain the situation and inquire which one of us would prefer the mug. She automatically gave my grandson the mug and me the paper cup, although I was the one who paid her for the meal. Also, I've never been served my beverage AFTER my meal.

2. The other employee, a Latina, was constantly eating and handling customer food and utensils without gloves.
(I mention ethnicity for identification purposes only. I am an African-American woman)

I feel that these two employees should be re-trained on proper and sanitary customer service.