Smashburger — Restaurant in Louisville

I have been holding out hope that Smashburger customer support would’ve gotten back to me and attempt to make things right after an incredibly disappointing experience at this location on November 22nd, 2021. I ordered food for my friend and I through the smashburger app as a pick up order(since we were on a time crunch), my card was charged, the order confirmed, and I even received a confirmation email for the order(correct location and everything), however, when we showed up to pick up the order at the time we were told it would be ready, they had no order ready and claimed they never received it. I was incredibly frustrated when the manager/owner came in, and I thought he was going to come talk to us about the mess up on the order, but he didn’t even look at, or acknowledge us. Despite his employee calling him a few minutes before he came in in regards to losing our order. However the manager had no problem greeting and addressing an older gentleman for unknown/unrelated reasons(who came in after my friend and I did), but regardless, totally ignoring my friend and I, let alone apologizing for their error and the inconvenience of losing our order and being very late. It honestly felt misogynistic with how he didn’t even make eye contact, or any form of acknowledgment to us, or the issue at hand, but happily went to talk to the older male customer. I don’t know if this is an issue with the app originally with sending the order through, or with the location and how things are run. I was unfortunately also disappointed by the food quality. 1/4 of the cheese on my burger was so burned/hardened I couldn’t eat it, and they ignored the allergy warning I told them about, and they still put my gluten free food in the same bag as my friend’s normal burger, which puts me at severe risk for cross contamination. I love going to smash burger and have had many great experiences in the past, however now I know to avoid this location if I want things to be done properly, let...

Really hate to give a Smashburger a bad review but dang!!! My wife and I each ordered a burger and a shake. Got the burgers (they were ok but not the best I’ve had from Smashburger) and waited and waited for the shakes. I finally went up and asked about them and the guy disappeared to the back for a moment and came out with them. Mine was just barely ok but my wife’s was not good at all. Like a mixture of ice and milk. The shake was like 6 bucks so she’s took the receipt to the cashier and said she wanted her money back. He came back shortly after and said the manager told him they would remake it but not refund the money. THAT DOESN’T WORK FOR ME!!!!!! Talked to the “manager?” and he told my wife she only had two options. Either let them remake it or be happy with the first one. No refunds. I told him they ARE going to refund our money for the shake RIGHT NOW. He got very angry, said something offensive and turned and walked off still muttering under his breath. I had no idea where he had gone. He was just “done” and left and started doing other things. About a minute later the “actual” manager “Ty” came up and was very helpful. He said he would certainly refund our money and that it should never have been an issue. He said he would have a talk with the other “wannabe” manager. When Smashburger gets it right, I think they are the best “fast food” burger joint around. This one might be understaffed and overworked but there is still no excuse for “Mr Wannabe” manager’s behavior. I will say however that this is just my own experience this one time dealing with this one employee. Every PLACE can have an off day and every ONE can have an off...

The young people working there were very polite and enthusiastic.

The sentence, above, was my original one-line review. But then Smashburger Guest Services contacted me, thanked me, and asked of more information, so I wrote the following...

As for further details, here you go. We had three sandwiches. Our two burgers were prepared well and tasted good generally. The two burgers were a single patty Build-Your-Own with avocado and bacon, and a regular (or double patty) Bacon BBQ Cheeseburger. The smashed hamburger patties were tasty, a step above most fast-food or QSR hamburgers. A minor criticism: the bacon on both sandwiches was not as good as the burgers. The avocado was fresh, though. The condiments or dressing were the right amount, and the BBQ sauce was appealing. The buns were fresh. The chicken sandwich was also good, just crispy enough (or crispy in the right way) with a similarly fresh bun. The lettuce and tomato could have been fresher, perhaps; they seemed slightly old. We had two orders of fries, but neither were very hot, and both seemed a bit (but only a bit) old or stale. We had the Tractor Agua Fresca and enjoyed that a lot. Very tasty.

As I mentioned, the three young people working there - at least, I only saw three - were well-mannered, efficient, and enthusiastic. That is not always the case with young workers, especially when an older manager or supervisor does not seem to be present. That was quite impressive and worthy of recognition. They cared about doing a good job, and were pleasant and attentive. That...