Smashburger — Restaurant in Dallas

To be honest, the food was very good. My issue was with the service. Problem number one, when we arrived there was an out of uniform team member smoking in the doorway. He was positioned in a way that both blocked the entrance door and assured we got a face full of cigarette smoke as we entered through the exit door. Things didn’t improve once inside. There was nobody at the counter to take our order. We stood confused waiting to order while a seemingly homeless individual sat in a booth playing with a cell phone. Once he reached a stopping point in whatever he was doing, he got up and wandered to the counter. At this point we’re still not even sure this guy works here as he is wearing a dragon ball Z hoodie. He finally started to take orders and during my turn I see that his name tag said SUPERVISOR… he took our orders with minimal effort to engage us as customers, charged me $18 for what I thought was going to be $11 (based on the menu,) and proceeded to give one of us the tip jar instead of a drink cup. Once he completed taking our order he went back to his booth and his phone. After doing this for a while he went outside to smoke also in the front entryway. While he was outside, we witnessed another team member in the back smoking while standing in the back door. Zero out of 10 points for a culture of professionalism. I will not...

Horrible experience. I ordered a hamburger with no lettuce and tomato and a GLUTEN FREE bun. When I opened the bag the bun was a regular bun that had tomato and lettuce. I was not able to eat it because I can not have gluten. This is not even the worst part. I called the restaurant at 11:52 and whoever answered the phone said " we are closed". That was the greeting. Then I asked to speak to the Manager or whoever was in charge so I could communicate the above, and when that person go on the phone I asked who I was speaking with and his response was " who is this"?. I asked him 5 times and he refused to give me his name. Then he hung up on me. Great customer service you guys have going on over there. Probably time to revamp the evening staff. I will be reaching out to Mr. Ryan to bring this to his attention. I sure hope you improve the custom service here. This took place on November 2, 2021. I know several people with great customer service skills that are looking for jobs. I will send them your way at his location once I find out who the real Manager is, because I feel very confident this person will care about what happened. The person that answered the phone and the other who refused to give his name need...

As an expert in-service excellence, and the art of customer service , I give this Smashburger restaurant more than five stars! Just start off, Elvin Immediately welcome to the restaurant by greeting me and has the discipline of delivering professionalism with the upmost, courtesy and respect! Mini restaurants, including burger, establishments, could learn from Elvin! Please promote him and pay him for the value that he distributes as a Smashburger ambassador! My food was excellent and my Coke was just refreshing! I will have as many of my social in business meetings here just because the food and customer service are on point! Thank you for providing me excellent service and not taking my money like other burger is savage in the city! Stand out above all the rest of the burger places I have eaten in the Dallas area! Thank you for understanding Customer service . Customer service still matters, and it matters to me especially when I’m trusting a brand with my hard earned money! Elvin Should be teaching all of your staff the art of Customer service so that I can enjoy Smashburger...