Smashburger — Restaurant in Hampton

I went to SmashBurger in Hampton VA on April 30, 2021 at 12:15. It was my first visit. I ordered three kid's cheeseburger meals at $7.29 each. The cashier, Shanya, didn't look directly at me when she was talking, and she spoke in a low voice, so it was difficult to hear her. When I asked for ketchup and pickles on one of the kid's cheeseburgers, she turned and said something to another female employee. I saw that employee make a face and shake her head. The cashier then said to me, "If you want anything other than cheese on your kids' cheeseburgers, you'll have to upgrade to a single. A single cheeseburger, without fries or drink, was nearly $9.00! I questioned her again to make sure I had heard right, and she said yes, the kid's cheeseburger comes with cheese only. I was stunned. I ask her if they had ketchup packets for the fries and she said, "yes", so I asked her to toss some in the bag. I should have left, but we were on our way to an appointment and I didn't have time to stop anywhere else. When I got back to the car, I realized that she had only put three ketchup packets in the bag. Seriously, SmashBurger, this is the best you can do? There was no treat or prize with the kids' meals either, so you would think they could spring for some ketchup and pickles, even mustard for cripes sake. And the demeanor of the employees was nonchalant and cold. SmashBurger got my $24.93 today, but never again. The burgers were just OK, nothing spectacular, and certainly not worth the money for naked burgers. Kids like a little taste to their food...

To Whom It May Concern,

I’m not sure who reads these reviews, but I hope that what I’m about to share is seen as helpful and not cynical. After placing an on-line order for a 4:30 pick up (placed at 2:30 p.m.), I arrived at 4:27. The order wasn’t ready. I was a little annoyed, but it wasn’t 4:30 yet so I took a seat to wait. At 4:45 I still hadn’t received my order, but those that ordered during and after me were served and sent on their way. There seemed to be no urgency, no attentiveness at all. Instead, I listened to conversations about things that didn’t matter, and was utterly ignored until 10 minutes after 5:00. What is the point of placing an order on line, to pick up at a certain time if I sendup waiting over 30 minutes after I arrive to pick it up? No apology was offered, not even a direct look in the eye when I was given my food.

I used to love this Lsestablisment for its trendy food, and bright and inviting space. I no longer think this after today. The service was horrible and the food forgettable. I spent time and money to be ignored and underwhelmed. To your staff and establishment in Hampton Roads, VA in the Peninsula Town Center, It is truly upsetting that I or any customer would have to deal with the feeling of not mattering to the people that are there to serve and be hospitable to the customer. For the expectation of being treated like this again, I wont go back at...

I went for a late lunch (3pm) this past Saturday with my little daughter and was pleasantly pleased with my visit. I believe this is a fast casual restaurant but the food and service was restaurant quality. This is so rare in the Hampton area so I had to write a review about my experience. There was a decent amount of people when I walked in so I expected to wait but the line moved quickly and we received our food without a long wait. Our food was fresh and hot which I wasn't expecting either since we received it fairly quickly after placing our order. The staff was super friendly and pleasant. They made sure everything was ok after receiving our food and even came by to ask if we wanted a box for our leftover food. I hope the owner reads this and knows that the people working around 3pm this past Saturday are doing an excellent job. I've had bad experiences in this area and wasn't really a fan of other Smashburgers I've visited. However, this place; I am now a fan and will be back. Only feedback I have is the floors are super slippery. I almost fell a few times and noticed other customers almost did as well so that's an accident waiting to happen but not enough to take away a star. Well done, Hampton...