Smashburger — Restaurant in Durham

I ordered a smash burger and fries, the easiest and most common thing on the menu to go. As I sat at the to go waiting stand I saw two separate guests who got their food after a lengthy wait and demanded their money back because the food was cold. While I was waiting I could see the to go bag with my name on it and several times they would put a burger in it, but before they could get the fries in there they would take my burger out and either give in to a sit down guest or another to go guest who had been waiting considerably less time than me ( it's east to tall when they have a monitor with all the guest and their wait times in full view. 7 times my burger was in the bag with my name on it just waiting for fries, but my fries continuously were given to patrons who had not waited nearly as long as I had. Several times I pointed out to the manager that my burger was ready and was just waiting on fries and was assured that I would be taken care of next, and everytime my fries, and several times more my bag was empties and transferred to a sit down tray for guest who had placed their order 15-20 minutes after me. Finally I had had enough and demanded that the next fry went to me because I had been waiting for over 30 minutes, and at that moment the manager put fries in my bag to complete my order, just to take them out for a to go order that was less that 5 minutes old. Finally after 40 minutes I demanded a refund and instead was placated with a 5 dollar off cupon, but purchase was necessary in order to redeem. Worthless coupons in my book because I plan to never patronize this establish the again. Finally, and with nary and apology I was handed my food and off I went, but by this time my milkshake was completely melted. Well I hate complaining, but when I got home and opened my burger I found a chicken sandwich. I called to complain and was told that my inquiries and complaints caused the mix up, but they would be happy to exchange the chicken sandwich, but not the 15 minute old fries. I told them that I would be back up there and that I wanted my correct order and I was Unwilling to wait to any degree. I did, in the end get what I ordered but the fries were cold and the burger was very much less that what their reputation suggest. Add in the flagrant arguing between the staff and you have a recipe for a very bad experiwnce. I don't care how many coupons or free meals I'm offered, I will never again step foot in another smash burger and I urge everyone who reads this to take their business and especially their precious tim we and energy...

Okay, So I have been thinking about this place ever since I stopped at the one in Raleigh, NC! However, I had no plans to go to Raleigh this weekend so I decided to try the location in Durham, NC on Saturday! I preordered using the app! I love food apps!! So convenient! Anyway it was a rainy Saturday and I just wanted to enjoy this nice turkey burger from Smashburger!!! So as soon as I walked in I noticed a couple in the corner and that was about it. This place did have a couple of pick up orders. I’m sure that the place would pick up maybe later in the evening before a football game or something. So let’s start with the cons: floors were very sticky like I feel like someone should have mopped again to get this sticky, sliding feeling from off the floor. It just felt like I was sliding on a greasy floor. The kitchen staff from what I could see was a man who appeared to be either the manager and a worker and from my viewpoint it looked like they were working on the orders and preparing the food. So, I would like to point out that the workers in the back did not appear to be wearing a hair net over their hair. This place needs to ensure all staff that are cooking and preparing food wear hair nets!!! When you are prepping food, putting it in the wrapper and bagging it, staff should be wearing hair nets! This female staff hair was over her shoulder! Then I noticed that this place had a 85.5 rating. If someone could have seen the look on my face I was not so happy with this rating. I am going to look online to see what I can find out about the areas they failed. I don’t think the 85.5 was there first score, if someone knows please reply! I think this could be a great spot and they may need to take notes from the Raleigh location. I would definitely try this place out again burgers were good. Like I stated I had the turkey burger with grill onion, avocado, smash sauce, lettuce and cheese. I also had the tots that were seasoned. I really suggest that you use the app if you do go check this place out! They have offers. I...

Both times I have visited recently have suffered from poor service. The food is fine, I would not say that the burgers or fried chicken sandwiches are incredible in any way, but they are large and taste good. If you want a really good burger at better value I would go to Only Burger. Both restaurants charge you extra for fries, rather than packaging it with the burger, but Only Burger is simply better on both types.

Fries here are shoestring style, thin and crispy.

Service issues: on one visit I ordered to-go, and then proceeded to wait for over 15 minutes. I saw multiple to-go bags show up at the counter in front of the employee who is supposed to distribute them, but she never called out my name. Others came into the restaurant who had ordered online, I assume, and picked up their bags. Finally I asked if my food was ready, she asked for my name, and indeed it seemed it had been ready for at least a few minutes. This isn't how to-go normally works. I would expect them to call my name when it's ready.

On my second visit, I similarly had to wait for some time, although less than the previous visit. The restaurant was not busy either time. This time they called out my name, but I discovered when I returned home that they had made my order incorrectly. I ordered the avocado bacon club crispy chicken sandwich. My receipt and the receipt taped to the bag both had the order correctly. However, my sandwich contained no avocado.

Generally, they seem like they are not trying very hard at this establishment and it shows through in...