SMOQUE'S | Burger & Fries — Restaurant in England

Normally good food and service here but not today. Called to see if my order was ready before I popped round in the rain and the lovely Amy said yes, so I got there within 3ish minutes. Paid for my order via card and took my food. Got back to the office, stone cold and stale chips. Fair enough things happen. Called the shop to get another portion which Amy agreed. Sweet. Got back to the office for a second time, around the corner I might add so not far at all but enough to get soaked in the rain. Chips were better but not their usual greatness which Amy already explained they had a different supplier, fine. Ate a few but they just didn't hit the spot as to be expected after Amy's explanation. I then opened the burger took one bite and realized it was a single patty not a double. By this point I'd already got soaked and couldn't be arsed to wait for another as I've got ISH to do. Went back for a full refund so I could get something somewhere else. The cook then piped up asking for my ticket, didn't have one but the order was on my phone. Anyway I had to remind him I saw him smirking the last time I had to come back and get fresh chips. All very well having a laugh but not when its your mistake. The cocky cook trying to tell me I'm lucky...?? Really ? You bloody doughnut can't even prepare a simple burger to spec. Threaten me again and I'll drag you out that...

RAW FOOD SERVED TO ME ON MULTIPLE OCCASIONS!!! I have been a loyal customer for over 5 years. The past year or so they have been quite hit & miss. A couple of months ago they delivered two raw burger’s to me. I called to explain & the manager explained they only serve fully cooked burgers due to food safety. So they are aware of food safety requirements but choose to only enforce them when they’re not in a rush perhaps?

They didn’t believe I had been given two raw burgers & kept trying to talk over me which I found rude but assumed they were having a stressful day due to the mistake(however, other people have said the same thing when they called to report undercooked food from here). They eventually agreed to send us new burgers. Since then I have ordered multiple times and most of the time the burgers were cooked but on a couple of occasions they were a little pink so I doubt were cooked fully & they most definitely are not temp checking their burgers.

Today I waited over 2 & a half hours & was delivered the photos below. Raw again! If this burger was probed (which I assume it was not) it would of struggled to hit 50 degrees never mind the required 75 degrees! Severely undercooked. There are a lot of other people who have reported undercooked food from this branch, this isn’t a mistake it’s negligence.

I won’t return here until they’re under...

⭐️⭐️⭐️⭐️⭐️ Service That Deserves a Standing Ovation – Paula is a Star!

I had the absolute pleasure of being served by Paula today, and I can't say this loudly enough: she is exceptional. From the second I stepped in, Paula greeted me with a genuine smile and a warm, welcoming energy that instantly lifted my mood. She has that rare ability to make you feel like the most important person in the room, even if you're just grabbing a quick bite.

Her professionalism is effortless, her attentiveness unmatched. Paula doesn't just take orders—she connects. She listens carefully, communicates clearly, and somehow balances being efficient with being incredibly friendly. It’s not easy to make great customer service look this natural, but Paula does it with grace and style.

What really stood out was her positive attitude. No rush, no stress—just calm confidence and a real sense of care. She checked in to make sure everything was alright, all with the kind of sincerity that can’t be faked. It’s clear she takes pride in what she does, and it makes all the difference.

In a world where good service can feel rare, Paula is a shining example of how it should be done. If every business had a Paula, the world would be a much...