Smashburger — Restaurant in Lakewood

I ordered a togo today. I stood under the togo pickup sign in the resteraunt for 10 min. waiting for someone to help me. The, what I assume is the manager because of his blue shirt color, came to me after about 5 min. and tried to hand me a bag of food and called me Nicole. I said..."nope. not me." And he goes "damn it!", and yells Nicole and a lady raises her hand. Then after another 5 min. another employee who came from the back asked me if I was waiting on a shake or needed any help. I stated I was there for a pickup order for Alora. He smiled and the manager came from behind me and said "oh you are?!". This irritated me because I was under the pickup window for 10 min at that point, and he tried to hand me food twice assuming what my name was. Anyways, the employee who did finally hand me my food was very kind and courteous and actually offered to grab my bottled drinks for me, though I decided to get them myself. I am shocked at the language and lack of customer service I saw from management. I worked at a few fast food places in high school, with managers who were barely in their 20's with better customer service that I saw from this 30 something man at a "nicer" quick serve restaurant. Ridiculous. I rated this place 2 stars because the food is usually pretty good. But, the restaurant was pretty dirty especially for a Tuesday. Plus, the employee who helped me today was the first kind employee I've seen working at this place with any sense of what it takes to work in the...

This place has horrible staff. During one visit, I slipped on their wet floor that had no sign up..I had pain for weeks from what the slip caused. Luckily I didn't hit the floor because I was able to correct the fall..which is why there was pain on my right foot and inner thigh. When this happened, there was a worker right at the kitchen window where I slipped..I was shocked at what had just happened and immediately told her how dangerous it is to have standing water on the floor - she looked at me with no words like I was an idiot. I continued to the bathroom to wash my hands before I ate. I truly regret not talking to a manager and making some sort of report.

The next time I went in, there was a young little girl standing at the kitchen window waiting for food for a customer that was patiently sitting and waiting to take it to-go. The girl didn't greet us, didn't say hi...just walked by us to a different register without saying she could take us down there. Then after a couple seconds, she walked back past us and yelled to the chef 'Hurry Up, you're so slow!!'. I think she thought she was being cute and flirty, but it was rude and out of line in my eyes. I was annoyed by this point now. We turned and walked out..which was honestly sad because we were craving some delicious smash burgers SO BAD. It's not worth the unsatisfactory service though...we cant support this particular location. Try another one...

*ETA

This was written after another experience I had where they forgot my onions. Which was last week. The receipt said add onion, plain as day! As you can see, they leave the same copy and paste response to everyone. I have tried this "resolution" several times. I'm not going to email you again. Just train your employees to do their job, please! I'll be going to a different location because yours is too frustrating to deal with.

I've lived in Lakewood for 20+ years. I've been going to this smash burger location since it opened. 9 times out of 10, they forget extra things I ordered on my burger. I usually add Bleu cheese crumbles and onions as extra items on my burger, and I am charged extra for them. FOR SOME REASON they ALMOST ALWAYS forget my extras! I have tried emailing them, and they apologize and offer a free burger. Then the next time I come THE SAME THING HAPPENS AGAIN! WTH??!! Sometimes I get all the way home without thinking to check and then I'm really annoyed. I could see if this was McDonald's and it was a cheap burger. But that's not the case here.

If you're the kind of person who doesn't order extra items that aren't usually on the burger, you probably won't have a problem. Otherwise, go to a different location where they actually do their job right. The SW location near the mall is usually good. I love their burgers but the headache to get my burger right is something I don't need. So...