Smashburger — Restaurant in Montclair

Thank you Jianna because what was meant to be an exciting outing for my son, who had been eager to try Smashburger, quickly turned into an appalling and uncomfortable experience.

Our visit started on a frustrating note when I placed my pickup order through the Uber app while my wife and son decided on their meals. They ordered at the counter about five minutes later and received their food ten minutes later. However, my order took an unacceptable 25 minutes to come out, despite there being only one other family dining in. During this time, I observed the employees in the back laughing, lounging and chatting rather than actively working. The fries were severely overcooked, and the burgers fell apart, making them nearly inedible. While disappointing, this alone would not have prompted a formal complaint. Unfortunately, what happened next was far worse.

As we were eating, a female employee emerged from the kitchen and met up with her boyfriend in the dining area. To our shock, they began making out in plain sight, directly between our table and the other family dining nearby. My son noticed first and, feeling uncomfortable, pointed it out. As frustrated as I was, I told him to ignore it. However, the situation escalated when the pair, with complete disregard for their surroundings, proceeded to enter the restroom together, locking the door behind them. At this point, I could no longer dismiss the behavior and was horrified when I realized what was happening behind that door as I walked up to the door in disbelief but to confirm and then had to hear what they “should not have been doing” yes moaning amongst other noise which shouldn’t be hard to figure out. Not only was this wildly inappropriate and unprofessional, but it forced my family into an unnecessary and disturbing situation, one that no customer, let alone a child, should ever be subjected to in a dining establishment.

Not wanting to subject myself to public confrontation, we left and I immediately called the restaurant and asked to speak with a manager. The woman who answered claimed to be the manager and seemed shocked when I explained what had happened. However, after putting me on hold for about three minutes, a different employee picked up, also claiming to be the manager. When I described the situation again, she became defensive and hostile. To my disbelief, she admitted to being the one in the bathroom but denied any wrongdoing. Rather than acknowledge the inappropriateness of her actions, she responded with attitude, gave me the “first of all” treatment, refused to provide her name multiple times, and even had the audacity to sarcastically ask me multiple times to “describe” what I heard in the bathroom. This level of unprofessionalism was beyond comprehension.

After several minutes of back and forth, I informed her that I was recording the call, at which point she dismissively asked what I planned to do with it. I made it clear that I would be filing a formal complaint with corporate. It was only after one last attempt of demanding that she tell me her name and asking is she going to refuse the informations, that she finally provided her name, stating she was Jianna, though she refused to disclose the name of the first person I had spoken with. The call ended with no resolution, only further frustration.

This experience was completely unacceptable. Not only was the food quality poor which at this point is the least of our issue but the unprofessional and inappropriate behavior of your staff was beyond egregious. It is absolutely appalling that employees are engaging in such conduct during business hours and that a supposed “manager” would be so dismissive, rude, and unaccountable when confronted about it. No customer should have to endure what...

A unique salad Cobb experience. When they say they don’t make a boring salad, they don’t. It consists of different lettuces, shredded sharp cheese, feta cheese, red onions, ranch dressing, some egg.

My salad had some brown parts in it. I tried to overlook it because it was a good salad. As I dug around, I saw some lettuce pieces were a darker green which means it was going bad. I was eatting it in my vehicle, so I went back in the establishment and informed them. They offered to make another one. I went back to the car.

I sent my son to go pick up the second one. When he brought it out, I noticed they put the salad dressing bowls inside the salad on top of the lettuce which I consider to be unsanitary. Nonetheless, I took it home. Later in the evening , I decided I would eat the salad. Two minutes into eating the salad, I felt something unnaturally hard on my teeth. It was a piece of plastic/glass. How very disappointed I was. I put it in a plastic bag & took it back the next day; requested to speak to the manager who was a very nice white guy. He agreed, the salad dressing should not have been placed inside on top of the salad. He said the piece I showed him, is plastic. He asked if the piece was at the bottom of the salad or at the top. I stated the top. He apologized and said finding something like that is not good. He asked what I would like to do. He gave me a refund...

I normally like Smashburger, but this location in Glen Ridge is a cruel and unfriendly one! They accidentally made me two of my order, I told them it wasn't a big deal. They offered a to-go container. But a few minutes later they took it away and threw it in the garbage. I told them while they were taking it away I would take it to go, but they wouldn't hear my suggestions. I didnt even touch my second order, it was still on the table! And yet they called it garbage!

They were very rude and wanted to waste my food. When I realiszed they had lied to me about letting me take the food to go, they were very rude to me, saying it was "Company Policy". I think they only cared about money and are filled with greed. When I told them how I felt mistreated by them, they were even worse to me! They said I was the one being rude when they were insulting me and ignoring my requests. I wish I could give them a 0 star review! They should close this location down forever!

All the other locations of Smashburger were much nicer and much more helpful, and they never wasted their food unlike this one! Go to all others Smashburgers, but this one is a place of bullies! Never set foot here! I cannot say it too strongly! They will throw away your food so you can't eat it and they will bully you with mean threats and rude attitudes. It is better to avoid these...