Reviews

On 12/17/2023, I visited the store at *****************************************************, at around 8:00 p.m. It was not busy when my husband and I arrived, there being only one other table occupied. After placing our order, my husband, paid the tab and provided a tip. We sat at a table and waited for our order. About 10 or so minutes later, the food arrived at our table. The fries looked very old, and I tried one. It was cold. I brought it out to the counter, and the woman on duty, who identified herself as the manager, *****, put her hand on the fries, agreed they were cold, and said she would remake the fries. I then returned to my table and tried the burger, which was also cold. I asked my husband how his food was, and he told me his order was also cold. We brought the food up to the counter and told "*****" we wanted a refund. The manager immediately lashed out, saying Smashburger does not provide refunds. I asked for her bosses' number, and she refused to provide a name or phone number, and screamed at me to contact the corporate office if I did not like it. For another ten minutes or so, while other customer's were trying to get their to-go orders, I continually asked for her bosses' number or the corporate office number, while she continually screamed at me and was, in general, extraordinarily rude and abusive. She finally erupted and screamed that I was to immediately leave her store. She did not provide a refund. Another customer who had received his to-go order while witnessing her tirade, waited for me outside and expressed his sorrow that anyone should be treated that way. I expect a full refund and that this "manager" be disciplined. My husband did record part of the interaction which I am happy to share. Do not, in any way, try to provide a refund in the form of gift certificates, as I will never, ever, frequent Smashburger again.