Smashburger — Restaurant in Lower Macungie Township

I've been coming here regularly for at least a year, and for some reason it has gotten progressively worse over time. The food is fine, that's not the issue. The problem is the how everything seems to be running inside. They used to have a basket with condiments and napkins on every table. That has now dissappeared. You either have to wonder around the restuarant trying to locate everything, which is rarely in the same place twice. Most of these things they have tucked away at the server station, which they block off so you can't really access it. There's only one person usually both running food and getting to-go orders ready, so it can take forever to get served, and even longer to try to get things like salt, pepper, extra napkins from them. They control what you get, so if you wanted a bunch of napkins, and only get 3, you have to walk back to them and wait again. It's super annoying and unproductive. The place is also less clean than it used to be. They used to clear and wipe down the tables as soon as the guest leaves. Now you come in and there's a bunch of dirty tables with dirty food trays from the previous guests all over the place. The chairs and tables are sort of in disarray, and all over the place. Some of the employees that are here try their best, but it seems like they're understaffed and/or overworked. It's the same whether they're busy, or barely anyone's inside. They're also constantly out of regular food items, like haystack onions, and other stuff (seems it's usually things that require kitchen staff to prep, and they just don't, maybe I'm wrong, but that's what it seems like). It's really unfortunate, this used to be a much better run place. Not sure if management changed or something else happened, but there was an obvious and noticeable shift in overall quality of service in this place. I hope someone gets brought in that can get this place back on it's feet. I really want to give them one star so they wake up maybe, but I'll add another star for the food quality, which...

Place was well kept, very clean. Went on Wednesday for kids eat free night.

Originally told we needed to order and pay for each adult/child meal set separately (mine and my daughter, then my husband and sons order). Then we were told that it was only kids eat free the first Wednesday of the month by the manager when the employee at the register couldn't find the button to discount the kids meal. Plus the kids meal cheeseburgers can't be customized. I wasn't able to add pickles to my daughter's burger or bacon to my son's cheeseburger. We paid for the whole order as people were waiting behind us.

After placing and paying for our food we had a second discussion with the manager. I had to show them the terms and services agreement on the website, their property location listed as participating "KIDS EAT FREE EVERY WEDNESDAY" at the top of the page. The manager did give a refund for the kids meals.

Waited a bit for our food to come out, first two burgers came to the table, then the third, finally chicken tenders, but my son ordered a cheeseburger. The manager said we owed the difference of 50 cents because the order was rung in as chicken tenders not a cheeseburger. We had to clarify again Wednesday kids eat free, we didn't owe 50 cents. Unfortunately, the employee at the register entered the order incorrectly so then we waited even longer for my son to get his cheeseburger. Food was OK, but not great. My daughter didn't like her burger, only took one bite but loved the tots. Staff was very polite and patient but no need or desire for our family of...

Based on some of the reviews on here, I expected more, I rarely visit these glorified burger joints. My little ones wanted to try it out, they each got a single with a single topping, and split a large fry, I finished what they didn't eat. I asked if they thought the burger was okay or awesome, their answer was okay. Two singles, a large fry and two sodas was almost $30. I expected WAY more fries than we got. I don't understand why these places skimp on fries, they're potatoes and potatoes, compared to most foods, are pretty cheap! They also asked for a tip at checkout which kind of puzzled. I didn't realize they brought the food to you and cleaned the table afterwards, but they don't get your drinks for you? In my opinion, the only places that should be asking for tips are those that take your order at the table and wait on you ( like a diner for example ). Places like Dunkin donuts and your run of the mill pizza shop that doesn't have actual servers, should not. If anything, the owners should pay their employees more rather than pressuring the consumer to do so 🤷! I'd say "okay" more or less sums it up. I wasn't wowed and I also didn't say I'll never go back although I likely won't go back 🤣. For what it costs to eat there, I'll sooner try somewhere else but again, I don't frequent these places anyway. The burgers were done, the fries were crispy and the drinks were cold ( even though the lid holder at the fountain was kind of dirty looking ). Now, in their defense, most places don't take great care of the...