Smashburger — Restaurant in Colorado Springs

Ate at the Smashburger location at S. Nevada and Ramona Ave. on 3/19/2021 and it was a horrible experience. First of all, what happened to Smashburger??? When the chain first opened they served fresh-made food with generous portions on actual china plates and cool trays. What my family and I experienced last night was so far from this. Right off the bat, the servers seemed very flippant about what they were doing and the restaurant seemed a little dingy. The guy who took our order got it wrong and left off a salad my husband ordered. Husband had to go back to the counter and re-order. Then, it took forever for our order to be brought to us and it was brought out in a to-go bag. I told the server we were eating in the restaurant and he said they don't use trays because of COVID - because somehow using a food tray transmits the virus at Smashburger, when other restaurants actually use plates and such?? Our to-go bag had no napkins, ketchup, plasticware, nothing beyond our food. Had to go back to the counter to request those items. The overall food quality was terrible. Again, so different from when the chain first started. My mushroom swiss burger was small, cold and hard. It was clear it had been sitting around for a while. Had to go back to the counter yet again and ask for a new one. The new burger I received had cold, unmelted swiss cheese on it, but at this point I was so over the experience I just ate it. I ordered tots with my burger; saying there were 10 in the cardboard holder would be generous. There was nothing special about them, I've had better at Sonic. My husband was given a tiny container with maybe a couple of teaspoons of salad dressing in it and when he asked for more the server was rude about. The fries my step-son received looked old and cold. The food was on the level of a bad fast-food restaurant. So so disappointing to see a chain allow their food/service/experience to devolve in the name of growth. We will NOT eat...

I haven't been to a smashburger in awhile now, and it's my first time to this location. So when I went to place my order the cashier let me know I'd have to order differently from what I remember. Which wasn't a huge deal, it did make my meal about a dollar more, but the cashier informed me this was to make reading the orders for the cooks easier and to better limit mistakes which I thought great! Cause tho smashburger is one of my favorite burger places I must admit that very issue is the reason I haven't been back in sometime. However my sandwich was still made incorrectly! Not once but twice. When initially brought up, the issue was down played offering me sides of missing items and blantly disregarded the presence of unwanted items on my sandwich. So I kindly insisted the sandwich be remade. Instead the same sandwich was sent to the back deconstructed and reconstructed with the same items I had just rejected and sent back to me litterally moments later. Particularly the wrong mayo was used on my sandwich and the cheese was missing. They didn't even swap out the buns litteraly wiping it of sticking the new sauce right over the already sauce soaked bun. News flash I can still taste that unwanted sauce on my sandwich so thanks for nothing and I still ended up having to accept my cheese on the side after it was forgot twice. I'm very upset that I didn't get what I had ordered the first time while apparently paying an extra dollar just for that. Then the additude I got when the issue was brought up and the poor manor in which the issue was handled. I'm flabbergasted. Such poor service does not justify almost $20 per meal especially for a simple...

The dismissal of the store, general, and district managers is imperative due to the consistent and unacceptable service provided at this particular Smashburger location. Despite being a loyal customer who frequents this establishment regularly, the delays in receiving orders through the drive-thru have become a recurring issue. It is disheartening to note that each visit is marred by excuses for the prolonged wait times, which is a clear indication of mismanagement at various levels within the organization.

The lack of efficiency and customer service exhibited by the staff is concerning, as evidenced by the incident where you were informed of an hour-long wait due to an influx of DoorDash orders. Such an explanation is unprecedented and reflects poorly on the operational capabilities of the management team. Furthermore, the disparity in treatment between customers, as highlighted by the incident where another vehicle's order was taken promptly while you were left waiting, is unacceptable and demonstrates a blatant disregard for customer satisfaction.

As a result of these repeated instances of poor service and unprofessional conduct, it is evident that a significant overhaul is required at the Smashburger location in question. The failure to address these issues promptly not only tarnishes the reputation of the establishment but also alienates loyal customers who expect a certain standard of service. Therefore, the termination of the store, general, and district managers is a necessary step towards rectifying the systemic issues that have plagued this particular branch and restoring faith in the...