Smashburger — Restaurant in Alaska

Ordered from the South Anchorage location tonight (5/10/2020) and was severely disappointed. We ordered through Door Dash for pickup because we live just a few minutes away and it said our order would be ready in 10 minutes. We got there early and waited until the notification popped up that the food was ready. Not Smashburger’s fault, but I received a notification the order was ready but the app wasn’t updated so I decided to call before walking in to respect social distancing. This is where I became severely disappointed.

The young lady on the other end confirmed my order and started reading it back to me. One of the burgers was incorrect, which I promptly informed her. I let her know the order was for “a single bacon burger. Plain and dry, just the meat, cheese, and bacon”, which is exactly what I wrote in the order instructions. She said “oh okay” and I asked “so, are you guys going to make it again?” And she replied “do you want us to?”

Do I want you to remake the order I just told you was incorrect? YES. I don’t know how that doesn’t go without saying. She said it would take 5 minutes so we waited and 5 minutes later walked in to pick up the meal.

The milkshakes were not filled up but as we had already waited I let it slide so we can go home and eat. My husband opened his burger to discover his order wasn’t remade, but the sauce had been scraped off. I couldn’t believe it. They lied to us about the order being fixed AFTER they messed up the order. Our milkshakes, which were already not a full cup, were mostly melted as well.

I called to speak with someone and was direct but as polite as I could be. The person who answered the phone was the same person that confirmed my order over the phone and said they would remake the food. I asked to speak with the most senior person there because I was unhappy. Again, I was direct but I didn’t yell or otherwise say or do anything.

On the phone I heard her say “there’s a lady on the phone who is very, very, very, very, very, very, very unhappy and wants to speak to the MOST SENIOR person here”. The guy I spoke to was great and very apologetic and I thanked him for his help and giving me the refund for my husband’s burger, but I let him know that the person answering the phone was inappropriate with her attitude. If you can’t handle someone being polite yet direct about making a complaint, you shouldn’t be working with people and you shouldn’t be clearly exaggerating and mocking a customer calling to give valid feedback about what ended up being a massive waste of money.

Again, the guy I spoke to was great. I didn’t catch his name or the other lady I spoke with. He was professional and helpful. I was ready to let it be. However when I got off the phone I realized my food was stone cold and tasted STALE. From the time we walked out of the door to the time I got off the phone, it was maybe 5 minutes because we live so close. The bun felt like it was pulled from a fridge, the milkshake was completely melted, the patty was cold, and the fries were cold and tasted like they had been out all day. We’ve ordered takeout from Smashburger before and it’s always been hot by the time we got home.

I wished I had called after checking my own food because I would have asked for a full refund, instead of just a refund for a meal my husband...

iam absolutely unbelievable and not in the good way I was in a rush for lunch look up with place real quick to order on there website and photos when you come in there are photos of a Cobb salad with chicken in it now even since I ate my first Cobb salad when I was six I have always like getting them any Cobb salad from anyplace cause when you order a Cobb salad it comes with chicken amd bacon egg and so forth when my significant other dropped of my oder there was no blue cheese or chicken I called them to let them know no adduitude wats so ever and I have 6 worker around me at my job who will gladly leave review saying I wasn't rude the point of it was I had to talk to 3 people the first person wanted to be Sarcatic even had the audacity to be like well we can bring it to " nooo I didn't know that Sherlock next came thd manager had me on the 0hone for 5 mins before it was I can have you pick up the chicken how when iam at work well have your significant other pick in up um you don't know if he's working by now what is the problem now this point I don't want the salad I haven't opening it I told them that like I'll even show you I did t eat it I don't want it anymore all this cause ya soposeively have to ask for chicken and cob but she refused said were it not giving your money back you can send someone to grab the chicken and blue cheese and baslicly got annoyed with me even tho I was trying toget them to understand that if you knew it wasn't like the way you advertised it then you should ask but no we didn't do anything wrong couldn't even and this the owner at this point of well you didn't ask for it what it's a Cobb salad it's not a Cobb salad if you don't add chicken you can look it up oh well I don't own google I own smash mouth and man am I glad that I've never been there before it ant ever happening again cause wow they way the staff handle it and would not even give me a refund after I said I'd bring it to her so you can seee i didnt eat it ya ridiculous no wonder all I got left to say is burgerfi got you beat to this day food and all...and at least I know at the end of the day my food is fresh and made right and they clarify that with customers before they buy things props to you for being the first place I will never eat/vist...

Smashburger: A Burger So Good It Ruined My Life

I walked into Smashburger expecting a simple meal, but what I got was a full-blown existential crisis on a sesame seed bun.

First off, the burger. This thing wasn’t just “smashed”—it was obliterated with love and possibly a sledgehammer. The juiciness alone made me reconsider every dry, flavorless mistake I’ve ever eaten. The bun? Soft, buttery, and cradling the beef like a mother swaddling her newborn. The cheese? Melted so perfectly, I briefly wondered if it was sentient.

I took one bite, and suddenly my knees buckled. I felt emotions I hadn’t felt since childhood. I locked eyes with a nearby employee, who gave me a knowing nod—he’s seen this happen before. The fries? Oh, don’t even get me started. They were so crispy and golden, I’m convinced they were deep-fried in the tears of angels.

But here’s the problem: Smashburger has RUINED every other burger for me. I tried eating a burger elsewhere the next day, and I wept. It tasted like betrayal. My friends and family no longer recognize me because all I talk about is Smashburger. My dog has started looking at me with suspicion.

So, if you want a burger that shatters your perception of reality, come to Smashburger. But be warned: you may never be...