Smashburger — Restaurant in Colorado Springs

Four Years Later, an updated review of this location: Sept 2024: I had a very pleasant experience today and food tasted great and looked very appealing! The manager, Shannon, was super sweet to me even though she was having problems with the restaurant's register. I greatly appreciate her taking care of me and obviously management has turned this location around since my review from 4 years ago. My only suggestion is when someone orders "no bun" then it should automatically be a lettuce wrapped burger.

Good job Shannon and team for improving all aspects of this location! I'll be back ;-)

2020 (1 star): Absolutely the worst experience with Smashburger. Will never go there again!

I ordered a $61.25 food order online (937829) and used the drive-through to pick up the order. I arrived before the order was complete, so I waited at the drive-through window patiently...no problem. Because I waited at the drive-through for the order to be completed, the food should have been fresh and hot. Instead I got home (less than 1 mile away) to cold and soggy fries, cold burgers with wilted lettuce and soggy tomatoes, and a grease soaked bag that left grease in my car. Thank goodness the grease didn't get on my clothes!

The drive-through attendants were extremely unpleasant and down right rude for no reason. After waiting for my order, she handed me a bag of food with a grease soaked bottom, then as soon as I accepted the bag from her hands, she turned around, shut the window, and walked away. Not a word. No "thank you", no "do you need anything?", just left and no one was in the drive-through line but me. I tried to get her attention because I didn't receive my 4 drinks, but no one responded. I honked my horn but no one responded. I finally had to get out of my car and knock on the drive-through window to get someone's attention. That person proceeded to yell at me for making so much noise. When I explained that my order was incomplete because I didn't get my 4 drinks, the man walked away without saying anything. Not even "sorry". The drive-through employee returned and said I didn't order any drinks. When I showed her the receipt on the grease lined bag she handed me, then she asked what type of soda did I want. I had all those details on the online order. As I tried to tell her, she shut me down and said "just tell me the type of soda, I know the sizes". This was the most inappropriate customer service I've received since COVID-19 started and there was no reason for it. They were all just rude and unhappy. No wonder the drive-through line was empty at lunch time on a Thursday. I'm not interested in being mistreated and I'll never return to this...

UPDATE: The general manager reached out and made things right. I really appreciate how she handled the situation. I will come back sometime thanks to her.

Basing this off my one and only visit yesterday. The young man who took our order was very nice and working the entire time. When we were ordering you could see a guy cooking in the kitchen talking to a woman who was hanging around inside the kitchen in a crop top. I do not think she worked there. Once the young man finished taking our $55 order of three burgers, fries, tots, and 3 drinks, the crop topped woman started talking to the young man so loudly you could hear her in every corner of the place. 15-20 minutes pass and we got all of the food besides one burger. When we received the majority of our food the guy who had been cooking went outside with crop top woman to chit chat for the remainder of the time we were there. After five minutes we went to ask if our 3rd burger was coming. Even that took time because the only person who could be seen working was the nice young man who took our order in the first place. Team members who were not responsible for cooking then started scrambling to cook the missing burger. Someone even went out to the cook to tell him what happened and I bet mention we were upset, he didn’t have the common sense or care to return to work. He sat there. At this point a different young man in a hoodie came out and gave a review QR to the table next to us. He then tried to bring one to our table. I explained what our experience was like currently and he began to explain how he dislikes the cooking, now chatting man, and asked us to come back the next day or Friday because he would be working without chatting man and could give us a discount (50%). The young hoodie man even gave us a hand written note to bring with us if we did return. The irony is that when we arrived this young hoodie man was also chitchatting outside with what seemed to be his friend. So if you’re looking to spend $55 on food in a place run very poorly by people who would rather socialize on the clock, try it out. We definitely are not...

I first tried this restaurant on busy day and service was terrible but I enjoyed the burgers. So I just came back after about 6 months and thought I’d give it a second chance, since I enjoyed the burgers.

After my husband and I ordered we walked around to find a seat. All the empty tables available were dirty with order numbers and food still on the tables. We had to wipe down the table we chose to sit at. It took 20mins to get our food and there were no other orders before ours. My husband got his burger first and I had to wait 5 more minutes until they brought my burger. So he was done with his food while I ate. Their soda machine wasn’t working for self-service so the staff had to re-fill your drinks from their back soda fountain. My husband went up to get a re-fill and while there was a staff member looking right at him, he ignored my husband after 3 mins of not being acknowledged, like “I will be right with you”, he just grab lemonade from the self-service dispenser and thats when the staff member said “Oh! I can get you soda from the back” Too Late! He already filled up our cup because we were thirsty and needed a drink with our meal.

Because the wait was so long we decided to order our daughters to-go order online to help speed things along for when we were done eating. It gave a 10min. wait. Which was perfect! But when my husband got a text saying his order was ready he went up to the counter and they said it wasn’t ready, it would be another 15-20mins. So he got another text saying it was ready, but the staff said it still wasn’t ready. 30mins later from the original pick-up time our daughter’s meals were Finally ready!!!

It was terrible!! When we finally left, all the diners inside who ordered after us were STILL WAITING for their meals!! Just like my first experience eating at this Smash Burger 6 months ago. I will never recommend this restaurant to anyone or eat here ever again! The prices are high and the...