Smashburger — Restaurant in Charlotte

I placed a to go order and paid in full. Went to the counter 10 minutes before it was due and waited on the side with the rest of the people picking up to go orders. The line at the register has at least 20 customers in line. 2 customers orders were taken in 15 minutes with no food coming out. I asked the cashier if there was a to go order ready because I'm assuming that my food is getting cold in one of the opened bags on the counter. The cashier never spoke to anyone that wasn't standing in front of her placing an order. She rolled her eyes and said no, you gotta tell me when you place an order before we start anything. I said no, I must've said it wrong, I placed an online order and paid in full and it said it was done (at this point) 30 minutes ago so I just need to pick it up. Finally she stopped playing with the register and turned towards me and says I heard you the first time, and I already told you that you gotta tell me before I cook anything. So I said okay, can I give you the order number? Then she says no, get in line. I said it's gonna take me an hour to get up here to even tell you to start cooking it, what's the point of ordering online if I'm still gonna have to wait in the same line to essentially place an order and then wait behind the people in front of me to get their food before mine is started? She says ma'am it's not my problem, if you want food get in line. I said can I please get a refund because I'm going to miss my flight. She says I don't know if you can or not with a grin on her face, then she says tell whoever you ordered from, it ain't got nothing to do with me, I didn't take your money. My husband is dragging me away at this point to our gate. I looked thru everything for a number to call for help/refund. I finally found a number, screenshot it for later, and get on my plane. That was Monday night. I called Tuesday and they kept connecting me to someone else and hanging up. Then I call last night (Wednesday night) and they say too much time has lapsed to to offer any help or refund. So I paid $46 for some jerk who makes poor life decisions be rude to me and got on a plane starving. Thanks alot. I hope you step in dog poo everyday on your way to work. I hope you lose every left sock every time you wash them for the rest of your life and may there never be toilet paper in your stall or soap in...

Was ordering burgers with my Mom for our family before boarding our flight. It was forty minutes before boarding started so we THOUGHT that was enough time to get food. Turns out it was not. We almost missed boarding and got our food just in time. No one working there had a sense of urgency one would expect in a fast food restaurant (keyword is “fast”). I have seen other reviews on here with similar stories. Despite them taking their time to make it, the burgers were still haphazardly made. This is not a good look for a popular restaurant chain. I recommend the district manager really look into this location and fix what is wrong. I do not even want to go to another location again if this is acceptable behavior for this company. I worked at McDonald’s when I was in college and there were standards and times we had to abide by for drive through and in store purchases. There are more items on the menu at McDonald’s than this Smashburger location so I do not think it is unreasonable to expect an order in less than five minutes. Train your employees to do better, have a sense of urgency, and respect everyone else’s time especially at an airport where people need to get to their terminal on time. When I get a reply to this review about how “providing excellent customer service is your goal” this directly contradicts...

We flew out of Charlotte last night and our gate was located right next to Smashburger. My son and daughter were hungry so we placed an order with this restaurant. The food was good (burgers and an order of tots), but the customer service was absolutely horrible from one lady at the register. She was totally offensive to me and did not take the customer first approach that I know Smashburger to be know for. I was seconds away from canceling my family’s order due to the disrespect shown to me by this individual. She talked down to me, over me and was extremely dismissive. During my order review, she mentioned an order that unfamiliar to me. When I inquired about it, she was bothered to have to explain what it was and told her co-worker that I didn’t know what I ordered. She talked about a paying customer (me) as if I wasn’t even there and then only answered the question that I originally asked to my husband and directed all conversation to him. Completely offensive. I will not patronize this location ever again after the treatment I received. I am not one to write a review, but the interaction with this employee was so awful that I felt compelled to leave this review. In all, the food was good, but the customer service was absolutely horrific. Smashburger,...