Smashburger — Restaurant in Aurora

Updating my previous 5 star review. This place will never be visited by us again. Smashburger used to have the best hamburgers around, but over the past year, things have really gone downhill. The restaurant is very rarely ever clean. They can't ever seem to get our small order correct. They have done away with some of our favorites over the past year and now the burger patty was about half the size of what it used to be. They used to have great salads, they are now gone. We sat down, and I had to take out a hand-sanitizing wipe to clean off the table, because like last time, it had not been wiped down properly and there was a sticky glaze to the table. My husband ordered a Classic Smash and they brought out a BBQ Bacon Smash. I love lettuce and tomato on my burger, the lettuce was ONE tiny piece of lettuce so small I had to take the top bun off to even see any lettuce on it at all. I said to my husband, "As far as I'm concerned, this place is now irrelevant. I don't want to ever come back again." He agreed.

THEN, this was the kicker: Another man who had ordered right after us, got his food, then left, came back in mad because they had messed up his order, too. He said he had asked for NO mustard on his burger because he hates mustard. He just wanted his money back because he was so mad. He claimed that this was not the first time and they could never get his order right. Hmmm...so it is not just us. The manager, Roman, just wanted to argue with him claiming that the man had said he didn't want very much mustard, not NO mustard. Really? You're going to argue that petty point instead of just give the man his money back? This turned into a yelling match with the manager not willing to even try to de-escalate this situation at all. He just continued to argue even though there were other customers being subjected to this. By this point, we were done. We cleaned up and headed out. I did, however, go over to the counter to let the manager know that he could have just tried to de-escalate the situation. I pointed out that they were not all that busy, but they messed up our order, too. Then he just wanted to make excuses, one after another, and I could see there was not going to be any ownership that they messed up. We are done with this pathetic place. Too bad, because it used to be SO good. I guess this is what happens when a large corporation buys out a successful small business.

This was my review a couple of years ago: The Colorado Burger at Smashburger is the best fast food burger around. They also have great salads. The Cobb salad is huge with a wonderful variety of veggies and a fried egg, blue cheese & cheddar too. Their Smash fries are SO good, especially, if you ask for chipotle mayo to dunk them in. The people are always friendly and want to give...

I'm a twice a month smashburger kind of gal and this is my usual location but today really irked me. I order the beef bacon avocado club and reg fries and I wait for my to-go food. The employee hands me my "food" and I drive home. On the way home I can smell salt and vinegar but I ignore it till I get into my house and open the bag to confirm that I did receive salt and vinegar fries. I open the sandwich wrapper and they gave me a regular burger. I was planning on ignoring it and tried to call this location but no answer. I drive BACK to this location and I am greeted with the same employee who handed me my food. I reread my order, he apologizes and takes my food back. I am then given my new order and when I look into the bag I am handed yet another wrong order. I tell the employee, "I ordered the beef bacon avocado club not bacon bbq sandwich." He takes my food yet again, I wait, and another employee hands me the correct burger but they also give me back the original salt and vinegar fries, that are now completely cold, and I just throw them away and take my burger with me. Throughout this entire time no manager or BOH supervisor comes to apologize for the 2 mistakes. I've worked in the food business and this was just completely ridiculous. Yes I should've checked my bag the first time but the fact that I am given the same wrong order of cold fries and no one apologizes for the inconvenience is frustrating. I should've just asked for the manager to make a fuss and get my money refunded but why embarrass them for their lack of customer service? It is a fast food chain afterall. Moral of this rant, check your food yourself instead of...

I'm sitting at the Aurora CO location on Parker Rd. It's not busy in the dining room. It's coming up on 45 minutes and still no food. I just want to leave but I have too much empathy for service workers who seem overloaded and either incompetent or just unable to manage. I love Smash but I don't think we're coming back.

Update: a couple of minutes after posting this, a young man who was watching me stare at him and the older woman who took our order finally walked over (no one made any effort at all to communicate with us after handung me a receipt) and said "are you waiting for food" (???) "Yes, for the last 45 minutes." (at this point there's one other table, and one woman waiting on a to-go order. That's it). He asked my name and then brought me over a to-go bag that I watched get placed in the window forever earlier. I took the bag and his apology and we went home. Fun fact: the brussels sprouts are a unique grotesquerie when they sit in a bath of oil and way too much salt for a half hour. Our order was correct, cold, and a great way to derail a lot of good energy that we entered with. We also got an additional classic single in our bag, apparently meant for someone named Sydney; as I don't know her I won't speculate on whether it was made properly or not. I can only confirm that she...