Smashburger — Restaurant in New York

Came here on a Sunday afternoon, not expecting to be waiting for so long. My guest and I ordered food to stay - All American smash burger, bacon burger and large fries. This came up to $30… I was a little taken aback by the price but whatever. We got our number (because they’re supposed to bring it to your table) we waited for 20 minutes before my bacon burger was brought out by itself. The burger was dry, cheese was still cold and not melted at all. I should also mention that I waited another 10 minutes before I realized the rest of the food still hadn’t been brought out. I went BACK to the pick up counter and stood there for 7 minutes before someone finally asked me what I needed. I told him that I have not received the rest of my order and it’s been over 30 minutes. The back is open so I can hear and see the conversation between the worker and the cooks. They lost my ticket and had to remake my food. I heard the cook ask EVERYTHING ON THE ALL AMERICAN, which the worker replied yes. At this point my guest was upset and wanted to leave, but I was not leaving without the food I paid for. My food finally made it out and we’re asked if we wanted it to go - obviously. We get the food and leave and when we open the burger it’s just the burger cheese and red onion. What ?!?! I end up going back inside and at this point it is now minutes to 5 - we placed our order at 417. Again waiting for someone to acknowledge me and when told my problems I am met with the manager, Amanda (I believe that was what her name). She replaces my order and I’m stuck waiting for another 10 minutes. There is now a new person handing out orders and I ask her is my all American ready - there is no all American burger made. At this point I am fuminggggg. Within minutes it is made, I ask for a refund because I’ve been there for an hour and have had a horrrrrible experience. The manager did not want to give me one because they remade the burger. I will say that I appreciate the manager for being kind and actually helping- the workers there seemed very nonchalant, absent minded and lacked customer service. I wasn’t the only one complaining, orders were taking forever to come out....

Have you ever been in a situation where you about to give a place a 5-star review for establishment but unexpectedly we are forced to give a 1-star review? Honestly, if there was a -5, I would have selected that score straight away. Let’s learn why.

Let break this review in three areas: Poor Management and Leadership Mistreatment of workers The order was delivered wrong for my girlfriend and me I came there to redeem my purchase and the computer froze. The Manager said I need to wait 30 mins or come back on a different day.

Poor management and leadership: Elizabeth, the store manager, was screaming at all his employees showing me that she cannot control staff. This has shown me that she needs more leadership training because she cracked under pressure in front of me and a fully packed restaurant. Her frustration was shown to me when didn't deliver that customer experience in resolving my issue.

Mistreatment of workers: all employees deserve a break from their shift. This employee has asked the manager more than once and she said no. In addition, she didn't provide a reason for the denied requests. Yes, have seen this in front of me real time.

The order was delivered wrong for my girlfriend and me: I overpaid my order, but it because half of my order would have been redeemed. The manager didn't know how to resolve the issue of redeeming my points to cut my cost. Note: I am a system administrator for my company. It is common sense if the computer is not working correctly, head to the next workstation to process the order. She didn’t take that course of action. She wanted me to wait 30 mins to troubleshoot a broken workstation. In addition, when I got home, I realized my entire order was wrong.

All the workers there were disrespectful towards her, making it very difficult to do her job. I saw this in real time.

I can speak to corporate about the entire situation, so send me a direct message for more details. Other than that my score will not change for which I noticed this location...

Today, Sunday May 18th, 2025 I make it my business to write this review. Around 12p TODAY, I headed over to this location to get lunch. I work in the area and this is one of my go-to places to eat. As I walked in, I noticed the place was unusually empty. As I approached the counter, I saw only one employee inside. I ask him if he was open, he said yes but he's the only one on the premises, would be glad to serve me if I am able to give him some time, while he was completing 2 other customer orders. He had absolutely NO negative attitude or vibe. I waited outside and spoke on my phone while he happily prepared my order. First of all, it's ABSOLUTELY DISGUSTING for any establishment to leave ONE employee to run the business, esp in that location. HOWEVERRRRR... I am COMPLETELY honored to have been treated with such respect and care, despite the horrific position this young man was put in. HE NEEDS to be PROMOTED & I don't mean adding $5 to his current pay. He demeanor and passion SHOULD be rewarded with a raise in his position, more money and be given the opportunity to run classes on what REAL customer service looks like. He NEVERRRR looked annoyed, frustrated or angry. A smile on his face and his food prep showed nothing short of EXCELLENCE! A few others came in and he served them too. Most of us just waited outside, as we all didn't want him to get overwhelmed.

I did not get his name but should have. However, when the franchisee or PR person gets to read this review, they will know who I am referring to. I will be all too happy to see him again to personally thank him for making my day. He is truly a blessed soul and awesome human!

THANK...