Smashburger — Restaurant in Fort Collins

I love Smashburger. This store in particular has terrible service, and safety and cleanliness was horrible. I ordered off the smashburger app, and it said our order would be ready at 7:37pm. My party and I arrived at 7:45pm, thinking that would be enough time. Our order wasn’t ready until 8:15pm. While we were waiting, an employee dropped a cup on the floor and still handed it to a customer. The milk used for milkshakes was sitting out on the counter rather than in a fridge, and my milkshake had chunks of milk fat in it. Additionally, we added some additions to our shake, and paid extra for the add-ins. When we got our milkshake, it didn't have any add-ins in it, and the team members told us they didn't add things into their milkshake, even though we paid extra for it. Our food was waiting on the counter for at least 10 minutes, rather than under a heat lamp, and our food was cold by the time they gave it to us. I am very disappointed in this Smashburger store. My party and I try to go every 5-6 months, hoping it will be better, but the past 2 years every experience...

Went to get food for my family and drove over from Windsor. Came to the counter and the employee said, “Do you have a mask by chance?” I said, “No.” She then started to reach for a mask in a bin. I said, “I will not be eating here if you ask me to wear that mask.” She then said, “Well, I’m sorry.” I could tell there was no way to order food for my family without a mask. Oh, and there was a party of 4 people at a table directly across from the counter with no masks eating and talking. I turned around and left. I’m picking up food for my family at another burger place instead. I even stopped in the parking lot to write this review. I will not be going to Smashburger again for the foreseeable future. I used to go a couple of times a month. Stick up for your personal choice and don’t go to businesses who disrespect your personal choice. I already know the owner of this restaurant will hide behind the Health Departments Mandate. STOP complying with things that make no sense. How long have we been flattening the curve now? Alright, I need to go order my...

Tried so hard to give this location way more chances than I should have. So many times I have left or gotten all the way home only to find that we are missing plenty of food.

It's the same thing every time.. I call to inform them but due to their policy they "can't refund you for anything" and they offer to "take a note of my name and they will give the items to us free next time."

Here is why that is lame:

What if I don't WANT to come back to the place that always forgets my order? Just give me my money back. No one has the time or energy to go through corporate and they know this - which is why it's the policy in the first place. Low. scummy. nobody is responsible ever.

I don't WANT to have to call on the phone instead of ordering online just to remind you that I allegedly have free items due to me.

I kid you not this has happened more than 5 times.

Throwing in the towel on this location and judging by the turnover rate of the employees, I'm not the only one.

LAME. Don't give them money until...