Smashburger — Restaurant in Louisville

Is there a way to give zero stars?! On 7/18/17 I placed the order online (with multiple issues), then tried to call the store to make sure the extra ranch I ordered was on the side. I called about 6 times and no one answered the phone. I finally walked down to the restaurant (when they were supposed to be open – at 10:50) and the front door was locked. I went inside the adjoining building and used the side door which was unlocked. I asked for a manger and they were incredibly rude and unprofessional, yelling back and forth to each other. Alvin, who presented himself as the manager, finally came to speak with me. I asked him if he got my online order (for my entire office - $117) and he said no. I asked him how I could get the order placed and receive the food at 11:45 or 12:00, and he appeared very flustered and didn’t know what to do. He said there was a convention in town and that it was a big inconvenience to make our order and that it would stress them out to do so. I told him I didn’t want to inconvenience him, and he responded with, “nah, nah, it’s alright lady”. He still didn’t know how to get my order made, so I asked if they could just ring it into the register and charge my credit card and cancel the online order. He told a woman working there to ring it up. I gave her a printed paper with my order, printed directly from my email confirmation (order #95420418). She tried to ring it up, which took at least 10 minutes, and finally said it wouldn’t work. After complaining for several minutes, she asked someone passing by to help her. That person successfully made the transaction go through. During this time, there was a man behind me in line that wasn’t even acknowledged. He finally left without ordering. I looked at the total on the receipt she gave me and it didn’t match the total I had on my copy of the online order. I started checking the receipt to make sure everything was correct, and it was all wrong. Very wrong. While I was trying to tell the manage that the order was incorrect, they started to hand me bags of food. As stated earlier, I didn’t need the food until 11:45 or 12:00, and it was currently about 11:05. I wasn’t taking the food almost an hour early, so I told him to stop making the food, cancel the transaction and issue a refund. I again waited another 5-10 minutes for Alvin to figure out how to cancel my order. He handed me a refund slip. I asked if he would make sure my online order was cancelled, and he told me they couldn’t cancel my online order and that I had to call corporate to do that. I was given no apology, the staff was very rude and Alvin was unbelievably unprofessional. (He also needs to wear a hat or hair net while cooking.) I called corporate and got voicemail multiple times. When I finally reached the receptionist, I told her what happened (brief version) and said that I needed to verify that my company credit card was not charged. She put me on hold and after a very long time came back and said I needed to speak with the District Manager. She said she’d give him a message to call me and said goodbye. I quickly stopped her and asked if she was going to take my name and phone # to pass along the message to you. She rudely took it. I asked for the name of who would be calling me back, and I was given the name Rich Smith. Today, I received notice that my company credit card was charged twice for the food we did not receive. I’m assuming one was the online order and the other, the one from...

Each year, my family usually take a road trip to Louisville, Kentucky. Whenever we come; we’re always looking for great places to eat in the downtown area. Over the last few years this has been one of the few places we stop by to grab a quick bite to eat. Well, this recent trip we decided to stop at this location to take a bite to eat before a party. When my family first walked in the restaurant a young lady at the counter did not even acknowledge us because she and another worker was too busy running their mouth. After a few minutes of standing in line; when there were no customers, she finally took our order. My family took our seats and begin chatting it up with other family members who work in and/or around the area on 4 Street. I start to notice more people coming in ten minutes after my family took our seats; and you can tell they were starting to pick up a little more. Fifteen minutes past after we took our seats and one of the worker’s came over with my sister’s order; which was a Smashburger (lettuce, cheese and tomatoes) with fries. She begins to eat it. A little more time went on and I realized my food has not come out yet. I look in the back and I see the same young lady who took our order eating back in the kitchen. A young man came over and said my food will be out shortly. Ten more minutes went by and still there was no food I had ordered but somehow all those who ordered after me had received their food. I turned around at my sister to ask her a question; she looks at her burger and squint her eyes. I asked her what was wrong and she took her two fingers and pulls out a long strand of dark hair from between the cheese and burger! Mind you she has bright red hair! We told the worker, he stated he was sorry and said he will make another one for her to go. My food still wasn’t out to my table by this time. I go back up to the register and asked for my money back and the young man who have been dealing with us goes to get the manager; who was looking unconcerned. I spoke to him about how long I’ve been waiting and I will take my money and service elsewhere. He said he was “sorry and didn’t know what was going on and that I had ordered” Mind you he been glancing at me for almost an hour when I was there. My aunt leaned over and the young lady who took our order, eating while fixing the food; looks at my aunt and said she is sorry and she “forgot”; and my sister never got a burger to go! DO NOT go to...

Never been. Figured let's see what it's about. Typical burger joint. I thought the smash name came from how they made the meat. Kinda looked like they smashed the burgers before wrapping it in a grease covered wrapper. From kitchen to our table that's what the bag looked like. Just soaking in grease. The burger pictured is the bacon double. What I found funny was on tvs they show sandwiches...mine looked like the 3rd cousin twice removed when compared to what was on TV. Probably should change that. The smash tots, little twist. Tasted like parm and oregeno or somethin along those lines. Not bad. $29 bucks for 2 burgers, tots, shake and a beer. I don't think the price is terrible. And the food was decent. Step above McDonald's at least. Place was also a mess. We gave up and sat at a table with the least amount of crumbs on it. Someone did walk the floor half way thru us eating. But it was just to check the condiments at each table. The lady that took our order was very friendly. Having never gone but heard about it....I can at least say now I've been. I can't say I would go out of my way to eat here again but wouldn't kick someone out the car for wanting to. Bring hand wipes and maybe a wash cloth. The grease...sticks with you. Something else I noticed, looks like the company goes and posts pics of staged food. 23 days ago a bunch of beautiful sandwich pics were posted. That is definitely not what you will get. Don't disappoint yourself and think it comes out all prim and proper. Its shoved into a bag and you...