Smashdown — Restaurant in Bolton

The first time I visited smashdown I was amazed at the service and quality of food - amazing flavours and freshness and no complaints with customer service. However today, I was disappointed - first of all for a burger and loaded fries, I think a wait time of 45 minutes was pushing it a bit. (the shop was empty at the time I could see through to the back of house where no food was being packed for the first half an hour)

Secondly, and most importantly when my order was ready I checked and the onion rings were missing - so I informed the gentleman at the counter and he replied and I quote “oh we didn’t do them because they were shit” obviously I couldn’t believe that’s what he said so I asked him to clarify what he meant and he said “they weren’t good so we didn’t do them” - (they had charged me for them though!)

In spite of the excessive wait time and being charged for food that they had no intention of serving - the food was good quality and tasty but it’s just a shame the customer experience and rudeness of the staff let the place down.

Previously I had shated nothing but positive messages and recommendations for this place but after today I have mixed feelings - I am not sure if I will return back but if I do I hope standards will...

I would give 0 stars if i could. (context) i ALWAYS order from here, love it… until tonight. Told the guy 4 times and made it very clear i do not want peppers on my burger & then it came with extra peppers on. Was eating my burger and then found a hair inside, was gaslighted by the man saying it’s impossible as he had his cap on??? basically saying i’m lying.. the hair was a curly black hair and as a straight light brown haired girl myself i can assure it was not mine. half way through my sentence the guy ended the phone on me and i was ignored for around 15 minutes until i finally got into them. they told me the only thing they can do is remake my burger which is something i did not want due to not trusting the store anymore. Got told there was nothing they can do appart from give me a discount on my next order (NEXT ORDER??? I WILL NEVER EVER ORDER FROM HERE AGAIN). after 30 minutes of arguing i was told to send evidence in an email which i did and then was told there’s nothing they can do as the workers apparently all have short hair. WORST customer service i’ve ever received- avoid...

I have always ordered from here for collection without any complaints. Usually their food is 10/10 and this was my first time ordering online. I received a really disappointing order. The loaded fries had a small curly hair in it which was quite clearly a mans hair / beard hair & there was hardy any toppings or sauce on there (which doesn’t even matter as why would anyone want to eat anything with another persons hair in it). Called up the shop to explain my dissatisfaction and was gaslight by them telling me it’s impossible for there to be a short hair in it even though the shop is full of boys?.. & to top it off all the workers were laughing in the background making it seem like a literal joke. The fact that we waited 1 hour and 40 minutes for two items which ended up being not worth it at all is ridiculous. Handled unprofessionally and won’t be ordering from here again. Clearly need training on how to interact with customers over the phone.

If you plan from ordering from here, stick to collection as my experience ordering online...