Smashburger — Restaurant in Denver

Summary of my email Corporate complaint: I was shocked!! at the rude staff at this location, once every often true colors show; THIS IS A ZERO STAR RATING!

I am writing to express my deep regret, shock and frustration for the service I received on 9.29.2022 @ the SmashBurger location on 7305 E 35th Ave Suite 165, Denver, CO 80207 at approximately 4:09pm MST. A server by the name of Amy, took my order and told me it would be 90 seconds, which surprised but delighted me, that it would be so quick. After 5 minutes, I asked Amy if I heard correctly that it would be 90 seconds, and she said it's what she's "told to say", and that my order was just being prepared. At 4:25pm, I approached a server by the name of Darianna, "who dismissively asked what was the name and order"? for which I gave my name. (All of this can be corroborated via security cameras at this location) She simply stated that there no such order. I asked why I was told it would take 90 seconds, and she replied dismissively that she's not the one who took my order, and implied that it's really not her problem.

After a 20 min wait, my order had not been made at all, and a young lady (no one was wearing name tags, so I have no name to reference-she had very long eyelashes is what I recall) asked me if I still want my order to be made, and not one person apologized for the delay, but everyone was dismissive and continued serving other customers while I stood there unsure of what is next.

I then asked for a refund, and the long eyelash server started lecturing me, telling me if that's what I wanted why didn't I say so; and the girl with the long eyelashes used the f-word to me while stating she could care less about her job at that Smashburger location and refused to give me her name. I became upset and started recording the interaction at which point Darianna threatened to call the Police if I continue recording, and I was shocked.

I repeatedly stated I want my refund and they kept arguing with me. I then asked Darianna for Veronica, "now the actual manager" for her phone number, and Darianna refused, then I asked for the complaint number, and Darianna replied, "Google It". I asked again, that she's the manager doesn't have a complaint number, and she stated "you can google it". That's when I exited the location and looked up the complaint procedure and...

The food here was awesome, but I'm absolutely disgusted with the staff. I'm livid that I have to give at least one star.

As I was eating at my table with a bunch of friends, an elderly couple was there at their own table, and once they left, I realized that the elderly woman had left her purse. I immediately left my table and informed a larger woman who worked there about the purse and she proceeded to pick it up to take it in back. Roughly 15-20 minutes after this, they returned, and the elderly woman who obviously had severe glaucoma came to our table and inquired about who had found her purse and I raised my hand. What I heard next disgusted me and proved to me that I will never eat at this establishment again as long as the parasite is allowed to retain his/her employment.

The lady who had left her purse asked me if I had taken the 80 dollars she had in her purse. I explained that I never touched the purse, that I only informed the employee, and that she was the only one I knew who touched it. As for what happened behind the counter I cannot vouch as I trusted that they would do the right thing. Overall I'm very upset that anyone would do this to another person, especially an elderly person at that. For whoever it was that robbed her, I pray that your teeth be rotted through and through, and that your eyes no longer see the light of day, that they never get to see your loved ones again, and that they never found a cure to heal your eyes. May your body become covered in open sores that never heal. May your hearing be amplified so that all who ever speak ill of you or who gasp at your putrid appearance will be heard by your ears and leave you in total anguish for the rest of your days. That money was part of this poor woman's glaucoma medication fund. Whatever the Lord may find to do with you, may it be just, and whatever that may be, may it be the longest ordeal that you ever deal with, lasting until your children's...

On 12/17/2023, I visited the store at 7305 E. 35th Ave., Suite 165, Denver, at around 8:00 p.m. It was not busy when my husband and I arrived, there being only one other table occupied. After placing our order, my husband, paid the tab and provided a tip. We sat at a table and waited for our order. About 10 or so minutes later, the food arrived at our table. The fries looked very old, and I tried one. It was cold. I brought it out to the counter, and the woman on duty, who identified herself as the manager, Jenna, put her hand on the fries, agreed they were cold, and said she would remake the fries. I then returned to my table and tried the burger, which was also cold. I asked my husband how his food was, and he told me his order was also cold. We brought the food up to the counter and told "Jenna" we wanted a refund. The manager immediately lashed out, saying Smashburger does not provide refunds. I asked for her bosses' number, and she refused to provide a name or phone number, and screamed at me to contact the corporate office if I did not like it. For another ten minutes or so, while other customer's were trying to get their to-go orders, I continually asked for her bosses' number or the corporate office number, while she continually screamed at me and was, in general, extraordinarily rude and abusive. She finally erupted and screamed that I was to immediately leave her store. She did not provide a refund. Another customer who had received his to-go order while witnessing her tirade, waited for me outside and expressed his sorrow that anyone should be treated that way. I expect a full refund and that this "manager" be disciplined. My husband did record part of the interaction which I am happy to share. Do not, in any way, try to provide a refund in the form of gift certificates, as I will never, ever, frequent...