Smashburger — Restaurant in New York

I normally enjoy Smashburger, however this experience was not impressive in the least. I ordered a Colorado chicken sandwich, a bacon cheeseburger with cheddar cheese, and tater tots ( my favorite.) When I arrived home I bit into my Colorado chicken sandwich and was met with a surprise gritty taste 🤮! I took one more bite to make sure I wasn't crazy and to my dismay it what's still disgusting. I attempted to wipe off the substance that was supposed to be "cheddar cheese." I was unsuccessful as it was meshed into the chicken. (Please see images)

I called Smashburger thinking that they would just tell me the next time I come in they would replace my order. Instead I was met with skepticism and was told that the cheese I was referring to was cheddar cheese. I informed the person I was speaking to that there is no way that that is cheddar cheese because it tastes like cheese from a can. In addition I had ordered a bacon cheeseburger with cheddar cheese and the consistency of that cheese was normal...SMH!! Long story short I have to prove what I am saying by bringing back the sandwich and my receipt. I informed the person that I was already home and didn't want to come back today. I was told that she is not working tomorrow so there's nothing she could do. Meanwhile, I paid almost $11 for this chicken sandwich. I was continuously bombarded with make sure you bring everything because we need proof. She must have said that at least three times🙄.

When I arrived at smashburger for the second time I pulled out the chicken sandwich. The lady continued to insist that is the melted cheddar cheese that they throw on the hot chicken sandwich and it melts by itself and that if I wanted regular cheddar it is different than melted cheddar 🤦🏾‍♀️!!

She couldn't help me. She had to go find the manager going back and forth to talk to the manager two or three times. Then they came and asked me did I want a refund or $10 gift card. No I don't want a $10 gift card cuz I don't want to buy anything from here anymore and my sandwich was more than $10 😠. She proceeds to get the manager because she's the only one who could give me a refund. I was refunded my $10.75 and I went on my way. I do not recommend ordering the Colorado chicken sandwich with the FAKE...

I’ve been at this location only two times. Once during the pandemic and today. The first time, I chucked up my bad experience due to the nature of the times. However, today’s experience was much worse. I had time to write a review because it took 35 minutes for two burgers and fries that were overcooked, presented in a mess and cold.

The manager was non-existent and needs to be retrained. Especially, when a customer requested their presence and they never went to address the issue of them waiting more than 15 minutes to place an order.

At one point, there was no one in the front to take orders and organize the placement of food at tables or in bags. So basically, food sat on the counter waiting to be packed. There was the mishandling of food as the staff could not place the right items at the right tables or in the proper bags because they were not able to pinpoint if they were dine-in or out. The staff was struggling to read the POS system and organize orders.

Many of the tables were dirty with trays of food. No one was available to maintain the dining area. The workstation was a mess and disorganized. And there was a young lady handling food with no hairnet and long nails.

When customers were politely asking about service, the staff responded with an attitude. They acted as if the customer was out of line because they were joking around and unaware of the rush which had come in.

Unfortunately, I won’t be going back to this location. Clearly service has gotten worse since the pandemic. The disturbing part was the fact that one couldn’t tell who the manager was. At no point was there a leader that emerged to take control of the situation. It seemed as if everyone was working independently and not within a system, which led to bad service and disorganization. Hopefully,...

This has got to be the worst place i had brought food from, ever!!! First off 15 minutes had passed by after i placed my order. i was sitting at the place waiting patiently close to the female that was serving the orders. Never heard her call my name. I decided to bring it to the cashiers attention, when he went to check my bag was just sitting there for a while on the shelf. The chick claimed she called me, she lied!!!. I refuse my food cause it was already cold and proceeded to ask for a refund, they told me it wasn’t possible. Then they said they would start my order again. I must’ve waited like another 20 minutes. I felt like I was about to lose it and complained again. I even spoke to a guy that the workers were saying was the manager, he denied it saying he was just another employee. Mind you he’s the one I initially placed my order with then suddenly he was in the kitchen making orders and another guy took his place at the cashier. So you could just imagine how long I was kept there waiting. He was like if you want your money back you can come tomorrow and speak to the big manager, i replied, i ain’t got time for that so I decided i was not gonna leave there empty handed so I waited more time for them to make my food.i swear I must’ve waited like almost an hour. I have never in all my like experienced anything like this and will never visit this horrible place again. I was not the only one. Another person there also had issues with her order and she was really upset. I was just trying to keep my cool but these workers sure...