Someone from Smashburger’s process management team needs to look into this place seriously. I understand the store is in shortage of staff, and I can tell each employee in the restaurant is trying to do whatever they can, but the way your store process the orders is very inefficient. All the walk-in customers behind me were told to wait 30 min as they are behind taking online orders. All I saw in there are people submitted their order earlier and have to keep standing there waiting and accumulating frustration. It’s nice for the employee to offer us drink while waiting, but the business owner has to find better ways to deal with the orders under the short-staffed situation. A couple of suggestion: 1. Use special sticker for different kind of burger iso attaching a receipt paper to the burger. I saw your employees have to look very carefully to figure out what kind of burger and for which customer. 2. Each order should be packed by one person, now looks like one order with 4-5 items was handled by at least 2 people at the same time. This is a waste of resource. I can see the team work, but I don’t see efficiency. Hope this review can help with your business in some way.

Absolutely rude employees. Can tell the lady was just annoyed to have customers in the store in general. Waited to ask for a side because she ran in the back to stuff her face with food and complain to other employees instead of serving the multiple customers waiting.. Came back without washing her hands and was rude because she was displeased I wanted sauce. Large ladie with tattoos. At least the burger and truffle fries tastes great! I would eat here more often if it wasn't always such an unpleasant experience with the workers

First time here. Expensive for the the quality of food and service I got. No meals, got to order main dish, side, and drink. Made meal came out to 22 dollars and some change. Got my food went out to car glad I checked it before leaving parking lot. They forgot my extra patty. Went back in the guy who took my order not less than 5 minutes looked at me holding my receipt and burger and processed to go and pack orders as if I didn't need assistance. I had to wave down the I want to say supervisor or manager as she was calling out orders explained what happened and she had them make me the right order. Got my order right, but compared to the picture and amount I paid. Was a small burger, basic fries, and fountain drink. Wasn't impressed and with the reviews of previous people I thought this was a good choice. Next time I'll try blaze pizza next door. Don't bother stopping here.

Walked in at 345 PM to place a simple order of smash fries, that's it. There were 2 customers in the entire store, one who was waiting for their order, one of which was in line in front of me. The cashier took her order, made her shake, and was about to take my order when a guy peeked his head out from behind the wall in the kitchen and told her "don't take any more orders for 10 minutes". There were signs up about expecting delays for large orders due to them being short staffed, but apparently 1 order of fries is too much to handle. The cashier told me the bad news that she couldn't take my or the guy who walked in behind me's order for 10 minutes. We both left. Fine, I'll go to Cane's in the same parking lot.

Dozens of customers waiting to even be acknowledged. Families have been waiting OVER 20 minutes for their food. It took the cashier 15 minutes to even take my order and then another 15 to have it in hand. Absolutely no excuse, if you’re not staffed to standards, DONT OPEN. Also to the cashier, you probably shouldn’t be snarky to customers who have been waiting for you to give the courtesy of letting them know you’re behind. The guy had a small kid…

Burger was way too salty. Uneven taste. First part was ok. Second half was like saltwater. Fries tasted bad to me, not as good as McDonald's or Freddies. Things were cooked well. Just tastes bad. Dad got smashed chicken. Average. Tea here is brewed Honest tea. Not bad, but a bit weak. Normal coke drink station. Good service.

Hello, Your website is unusable if a single condiment is unavailable. Why has this not been fixed? I get a nonsensical error message upon check out. Something close to “values do not calculate.” This makes no sense and has no context. Come to find out that this error message is due to an unavailable addon being selected. I spent 30+ minutes trying to figure this out, exposing multiple credit cards.. All you need is a simple error message that made even a tiny bit of sense. I could not be more upset with this egregious issue. I ended up driving to the location at an unsafe hour and the staff then apologized and explained that the website was very poor and has not been fixed for years. The issue was simply that the hay-string onions were sold out so the website basically “comes to a standstill”. Nice of them to protect the company but this is unacceptable for the website to do this. I lost well over an hour and a half of my limited time with my wife and children. Please fix the website, it’s almost 2023.

This is a very good place to eat when there for a nice meal with my wife and it was a very good meal got burgers and fries along with a milkshake. Everything was spot on and We both finished everything. I would definitely recommend this place to everyone who wants to have a nice meal.

Unfortunately I left without being able to place an order. We stood in line for over 20 mins before deciding to leave. There were others that gave up as well. The reason for the wait was they were working all of the online orders and third party (delivery service) prior to taking the in store orders. They did offer a drink cup for us waiting. I personally feel that the process needs to be evaluated on how the in store orders are prioritized. I witnessed at least six people leave without ordering. And for the most part customers were explaining to new customers what was going on. The four man crew solely focused on the online orders coming in. If that was what they were choosing to do, they should have shut down the lobby! This was my second time coming to this location and leaving with a bad taste in my mouth. I wish them the best, but I probably won't return.

In response to Ms. Brown who posted a review... I was there at the establishment with her and witnessed her behavior. Ms. Brown was belligerent and rude to staff and completely out of line. The manager and employee was doing a great job especially considering it was buy one get one free burger day. Yes it was a little hectic but the food was great and prepared at a reasonable rate considering the mass amount of orders they were receiving

Was not greeted when walking in, no customers in the lobby but was asked to wait a minute ended up waiting 25-30 minutes to get my order taken while the employee was standing there on her phone waiting to put fries in a bag. Then when assisted, service was less than adequate and food was overpriced for quality of food. Anyone can get same or better quality at red Robin for less or same price. Overall. Eh.

I had a terrible customer service experience at the 950 E. Bell Rd. restaurant today. Unusual, because I've eaten at the same location at least a half-dozen times and never had a problem. When I arrived (at about 1:45 p.m. on a Saturday), there was no one in line. The person behind the counter--a tall, slender young man, about 20--was making a milkshake for a customer. His back was to the counter and it took him about three minutes to make the milkshake. When he was finished, he acknowledged that I was there and said, "I'll be with you in a minute," or words to that effect. He then proceeded to go to the staging area and seemed to be putting food into bags for to-go orders. I saw two customers in the restaurant apparently waiting for their meals. Another five minutes passed. My order still hadn't been taken. I'd been there for eight minutes now. The young man then came back toward the register where I was standing to retrieve something, but it was clear he still had no intention of taking my order. He didn't even look in my direction. I said, "Excuse me, but I've been waiting here for more than eight minutes. Are you going to take my order?" His response: "I have other things to do," after which he turned his back and returned to his to-go orders. Look, I get that in today's market it's hard to find anyone to show up and work at a fast-food restaurant. But when a customer asks to be served and has waited patiently for eight-plus minutes, the WORST response someone could ever give is, "I have other things to do." I can't think of anyone with an ounce of common sense who would give that answer. Yet, that's the response I got today. Needless to say, my son and I left and had lunch across the street at Five Guys. The food was great and my order was taken immediately when I arrived, which is exactly what should happen. This employee needs to be trained or retrained. Obviously. Additionally, if there’s only one person doing all of those jobs behind the counter, which results in customers waiting an inordinate amount of time for their orders to be taken, then there needs to be more people working behind the counter. Again, obvious. What happened today should never happen. There are a lot of choices when it comes to burger joints. The food at Smashburger is good, but not so good that I'll put up with lousy customer service. If you want to compete, Smashburger, you need to do better.

My cousin and I came in today and the awesome gal that was helping us was Ashley! She made sure we got everything we needed and you can tell she’s a team player. Thank you so much Ashley!

We were treated with contempt and rudeness from the minute we tried to begin ordering. When our food was brought to the table, it was literally slammed down as though the host was disgusted at the thought of serving us. We asked (politely) if we could get our salad. It was brought to the table and set down so hard it almost spilled as it slid across the table. We cleaned our own tables as every 4 seat table in the place was dirty. I honestly have never received worse service than I did at this location - ever. And with the attitude the host portrayed, I am not sure this location will be around for long.

This is a great Smashburger location. Service is very fast even when they are full. Always a friendly face taking your order, and bringing you your burgers. Decent value if you have a coupon, and not quite as much without, but that is just the price point Smashburger operates at. If you have the BOGO coupons, then it is great value, so don't let those go to waste. They work on the Triple Doubles as well, so don't let anyone tell you otherwise. Have then try scanning the coupon, and it will work. Triple Doubles are tasty, if a little messy burgers, but priced right at the moment. As you can see in the photos this is on a smaller side for Smashburger location. [Edit] Revising the rating as employee handling the cash register, and expediting handled food with bare hands without washing when switching from cash register. Rather unsavory. [Edit 2] Location still struggling to get it right. One day more than half the tables were unbussed. Next day no one on register and all employees going about their tasks not paying attention. Less than ideal either way. I foolishly want both clean tables and someone to take the order.

I ordered a classic smash. When I got home to take a bite my burger was cold. I then noticed it was red. I understand some normal light pink but this was red and cold. It wasn't cooked fully. I will never eat here again. Never had a bad experience at Smash Burger before.

It's just simply too expensive. $12 for a single sandwich, the other options are just flat out economical in comparison. The lady was very pleasant, and the restaurant was cool and clean. I wouldn't class this as a single $. Maybe the cost is the same as a $, but for what you get ....

Love this store I’m from Cali and I can honestly say the cleanliness and friendliness of this store is thus far the best I’ve been in

Waited for ever and got ignored

Polite. Great Attitude.

30 minutes waiting on 1 meal. I have a 30 minute lunch break. Couldn't eat my food. Thanks for nothing, please get some help for the lunch rush. Horrible experience

great food and clean pleasant atmosphere.

Good service and nice people and good food

The service here is very fast and friendly. The food is served hot and made to order.

Miya was so helpful! While I waited for my to go order she gave me updates and I noticed she was attentive to everyone in the dining area asking if they needed anything else. Providing the same service to all. She was at the cashier, packing and providing excellent customer service to folks. Everyone that walked in she greeted them with a smile. I went to this smashburger a little over a year ago and I had not been back because of a bad experience but after today I will definitely be back. Also kudos to the cooks in the back delicious!!!!

Always a fresh juicy burger with melted cheese. Nothing like getting a burger with cold cheese slapped on top of it. You won't get that at this place. It's actually melted in. The pickles are crisp. Great flavor! I love smashburger.

I had been told that the food at Smash burgers was really good so I was looking forward to trying it out. Purchased a standard bacon burger and fries combo and took off since I was traveling. The fries were good but the burger was aweful. It was way oversalted. Not just a little bit. Way too much. I was hoping it was only a portion but it was the whole burger. I'm guessing it was an accident but made the whole thing inedible. Too bad I wasn't in the restaurant to ask if they could replace to fix it. I was all ready about 30 mins on the road and stuck with a bad meal. Don't think I'd go there again.

This was my third attempt, to embrace this fast food chain restaurant, and once again, it feels short of expectations. I must compliment the staff, for being helpful & attentive. The main issue~ was a food presentation / taste fail. I found the four rain drinks (intended) offering to be promising ~ only to find, several of them empty, out of order or basically unavailable. I had ordered chicken wings, and brussel sprouts - The wings were "ok" The sprouts, were dry and under seasoned. My companion ~ expressed a similar opinion, of "the food here, is usually better"...... So- I will try one more time, at one more location.... Before: crossing this brand off the 4 strikes- list Of not worth the effort . Cheers Stay Creamy 🚀

Smash burger is more like Pass burger. I don't know if we always just go on a bad day, but the burgers were super dry (cue Gordon Ramsey) and the buns were stale and, well, dry. I needed to drink a lot of my drink to get it all down. I really wanted to like this place, everyone says how good it is but our experiences have been... dry.

Customer service is terrible at this location. Ordered a milkshake through the app and was told it would be ready by 7:28. Got there at 7:30. Waited for over 20 minutes and it wasn't even ready. Asked one of the employee about it but she was very dismissive. Manager was extremely rude. Ended up leaving without the food because it was that frustrating!

Ordered delivery, not good. The macaroni burgers were so thin and burnt that it was hard to tell if there was even a patty in it. Not at all how they're supposed to be. Ordered hot chicken and got regular. Didn't include the side sauce. Mushroom burger had a sad sliver of maybe the truffle mayo and some weirdly chewy mushrooms. The only decent bit was the sweet potato fries, standard soggy at every location but pleasant. The rest was a scam.

I ordered a burger a few months ago and it was subpar. Tasteless, like if the meat patties were not seasoned but it was good in size. I decided to give it another shot with their generous bogo offer for cybermonday and it was like a complete 180. The friendly employee there greeted me and asked if i was picking up an order. Handed me the order with a smile. Immediately, i felt the bag really heavy for two burger which was a really good sign. The burger was well crafted, minimal messiness, all ingredients requested (added truffle mayo, mustard and red onions) tasted in every bite, it was excellent. It is around $12 for a double patty with bacon but it is a premium heavy burger so you definitely get what you pay for. App was also great with a variety of customizable options, deals, and easy navigation. 10/10 overall, will definitely come back again.`

We waited almost 40min for our food after they said the driver was headed our way. Needless to say, the food was very cold. I don't know of anyone who offers or likes cold fries? When I asked the driver why it took so long to deliver it and he said he had another delivery first and he was waiting for it. He was very rude couldn't get away from me fast enough. Why would you have a delivery person make another stop before delivering your food? Unacceptable! Needless to say, Smashburger is definitely off our list of places to eat. After reading the reviews I see others have had a bad experience also. And nobody seems to be doing anything to improve it.

Ordered a gluten free bun with my burger, PAID for the gluten free bun and received no bun. When I called they were rude and unhelpful and offered no solution. Completely unacceptable service from the preparation to the resolution. Also the fries were awful. 0/10 would no recommend

they smashed it !

Absolutely adore Tina so friendly and and overall joy to speak with. Excellent customer service and people skills she deserves a raise!

Smashburger is always the right pick. They always have awesome food that is hot when you get it. It always tastes fresh. Not like it's sitting around waiting to be ordered. We got the wrong order and the manager fixed it right away and even gave me coupons for free kids meal for the next time we go back.

Love it here. Very friendly and helpful. Recommend to eat here. Very clean place. Keep up the good work guys. First time here. Great first impression.

I got there close to 8pm, so I had just missed the evening crowd. The employees were all so kind and so quick, Christian was very welcoming as he immediately greeted me once I entered the door and put in my order. The fries were crispy and the hamburger was juicy!

Amazing burgers, i love this place. defiently a 5 star place

Burgers were good, but the lady at the register was fantastic. She was friendly and welcoming. If back in the area, I'd definitely come back.

Food is normally good here, but honestly really angry about the dude who spilt Dr. Pepper in my car. Told us the cup was very full and to be careful, then poured it in my car as he was handing it to us. I spent 4 hours detailing my car this morning, just to have Dr. Pepper poured on my passenger side. Inside and out. If the cup was full and spilling over to begin with, pour some out before handing to a customer. Common sense.

The service was good, there was a misunderstanding on my order and the manager did correct it giving us and extra French fries. It is on of my granddaughters favorite hamburger places to eat at, although the burger and shakes honestly didn't taste the best. I'm not sure if you changed the recipes...maybe even my granddaughter said it tasted different. Did you change your meat or the buns? The shakes even tasted different. The first two order of fries were good but the replacement ones were not as good. Hopefully you can improve from my suggestions, even though your prices are high. Over 40.00 for two adults and one child is somewhat expensive I dont mind paying because in the past I've always enjoyed the taste...just not so much this time.

First time going. service was great. Food was delish!

Him, just hmmmm

The picture says everything how it looks that how I got it.

Tasty burgers, fast

Juiciest burger I have had. Fresh beef, lots of fixings and crispy fries. Great meal. Service was excellent and the place was spotless.

good burgers. super loud and noisy

This place is terrible i made 2 orders today through door dash the first one i canceled second order i made i got but come to find out it was my first order i canceled so the food was super old and cold and just gross unacceptable service and disgusting

Ordered the mushroom truffle burger and sweet potato fries. Fries were fresh and hot, burger was perfect. Very clean

Smashburger has the best hamburgers around. If you get the SmashApp, you quickly get free items. My favorite here is the crispy fried Brussels sprouts and the Smash fries with olive oil, rosemary and garlic. Yum

Inconsistent quality. One week good, one week blah. But this seems to be the case with Smashburger in general. And for over $26 for 2 meals, I just can't go there anymore. If you need to charge those prices to stay in business, then you need to make absolutely sure that your quality is top-notch. Not flat buns, flattened haystack fries, forgetting toppings, etc. We had dinner for 2 from Pei Wei for $20. And it was alot of food. 2 burgers, 2 fries, 2 drinks for over $26...yikes.

great establishment and priced just right, customer service was also phenominal!!!

My husband went to this location tonight. We were gifted a 25$ gift card, this is the only reason we chose this spot tonight. When he gave her the gift card, she said it was not working and said there was no balance. My husband knew there was a balance but she insisted there wasn’t anything on it. I just double checked and it still has a 25$ balance, it’s frustrating to know the cashier did not know how to use the gift card properly causing us to pay for the food today. In addition to that he ordered a CHOCOLATE shake and a peanut butter shake, we got a peanut butter shake and an Oreo shake..... no chocolate shake. Terrible customer service, terrible attempts to resolve the issue or dig deeper to actually use the gift card. We will not be going back to this location.

Great place! Good food! Never had a bad visit!

the best burgers

Best fast-food burger around, highly suggest if you've never been.

Margarita was very cordial as usual. I've been to this store about 5 or so times and out of those times my wife was with me twice. She's extremely nice and goes out of her way to be very helpful. Today, I was by myself. I only order your Turkey Burgers there as I do not eat "red meat." I always order the burgers "well done." I do wish however the chef there would cook the onions more when I ask that when ordering. I had regular fries today & they were nice and hot the way I like all my food when it's cooked to order. Had a GGRREEAATT lunch there today and would highly recommend Smash Burger !!

Alittle pricey...food ok to good

Best fast food burgers around

Margarita is a fantastic host and provided excellent customer service. Clean location and respondent staff.

Great customer service and the food was pretty good too! Took maybe 5 mins and I got my order. 👍

great fast service provided by Margarita and, the Colorado burger was delicious

Really good food but also very pricey, lunch 2, 2 burgers 2 drinks 1 fry $25.

Welcoming atmosphere, close to home, quick and fresh tasty lunch!! We come often!