Smashburger - Mesa

This place was far under staff. I was the second person, and no workers were out. The customer went before me. I wish I could. I finally placed my order. My reception says Richard took my order and he wasn't friendly. Many more customers went because it took so long to place an order. It took 30 minutes to get my food and when I got it home, it was cold. That was not a great experience.

My first visit to Smashburger was on 11/17/22 and I will not be returning. The food was decent and arrived quickly, but the prices were too high for what we received. Two burgers, two orders of fries, and two medium soft drinks cost us $35. It was off-putting to be asked for a tip before even receiving our order or finding a place to sit. The seating was uncomfortable with hard oak benches and the cleanliness of the restaurant left much to be desired. The fries were disappointingly small and the burgers were average, with burnt cheese on one of them. There was no choice of cheese available and the portions were lacking. For the same price, we could have gone to our usual spot where the burgers are larger, there are more options for toppings, the seating is clean and comfortable, and real silverware is provided. Overall, we will not be returning to Smashburger.

I am giving this restaurant one star only because I have to. In summary, do not waste your time or money here. They cannot get orders right and the manager lacks social and management skills. We had terrible customer service from manager Richard. Our food was prepared incorrectly, with my fries ending up on my husband's plate. When I asked for new ones because I cannot eat gluten, the server suggested that I just eat the ones from the other plate. They also disregarded my gluten-free request, serving me a burger that was cooked on the same grill as gluten-containing items. Despite making it clear that I needed a gluten-free meal and having an allergy flagged on my order, they did not take proper precautions in the kitchen. The manager seemed uninterested in resolving the issue and was dismissive of our concerns, ultimately asking us to leave. We did not plan on returning anyway. This restaurant fails to deliver what you pay for and the manager is incapable of handling conversations like an adult.

I had never been to Smash Burger before, but I had heard good things about it. Finally, I decided to take my children to try it out. While waiting in line, a couple in front of us placed a large order. However, to our surprise, the employee informed them that they couldn't take their order because the grill was full. As a former cook at Giant Hamburgers, I was shocked by this lack of customer service. At my previous job, we would never turn away a customer for such a reason. This reflects poorly on the management at Smash Burger. Employees who are willing to work hard and provide excellent service should be hired instead. I have never experienced such a situation before. Management needs to address this issue promptly. Date of incident: 10/08/2022 around 3:37 pm.

I do a fair amount of reviewing and I'd say a very high percentage are positive, so with that said I'll just say that I won't likely go back to Smashburger. The total for 3 people came to over $55 which included a 10%tip which I was prompted to give at the register. I don't think places that collect payment before food is served/consumed (fast food) should expect tips... tips are for great service and above average food IMO. I had the Smoked Bacon Brisket burger... it was decent but I paid $3.09 for a side of tots and was literally brought 15 tots ? The girl at the counter had zero personality, bordering on annoyed that we were there to eat... did I mention 15 tots for $3.09... maybe that was how the staff reacted to a 10% tip?