Smashburger — Restaurant in New York

Second time this week that I've received sub par service. The staff appear to be poorly trained, and lack the customer service skills to efficiently perform to a high standard at such a fast paced establishment, that isn't exactly McDonalds.

This time after waiting in line for 20 minutes even though I had called my order ahead; it seemed to be taking the cashier 10 minutes per customer just to ring in an order.

First he couldn't locate my order, telling me it was never rang in; I asked him to speak to the female staff member standing around as I believe it was she that took my order over the phone.

Alas, he located it, apparently there isn't much communication between staff members and everyone isn't caught up to speed on the goings on.

Time is valuable to me, the time to get there, collect my order and return home was a total of 30 minutes. 30 minutes that I didn't have in my busy schedule.

I get home, take a bite of the burger, and it's BEEF! I have not eaten meat in 12 years, and think it's unacceptable to give meat to a vegetarian. I get it mistakes happen, but this is a place where mistakes happen almost too regularly.

I called to speak to the manager Derek, who initially told me he would give me a refund as well as replace my burger. As soon as I got off the phone, I began to vomit, so I called the restaurant again to inform them of this.

This time I spoke to a woman who said she was the General Manager (a little too proudly might I add) and asked why I was calling again. I told her to inform her of my throwing up, and to perhaps use this as a opportunity to implement better training protocols for staff members.

She responds "But it's your fault for eating it". At this point I realized I wasn't going to get my point across to someone like this and told her that I would be in for my refund and replacement tomorrow. She said "No! You can have one or the other but it has to be today". Again she continued to add "We didn't force you to eat it". Now I understand why the staff appear perform badly when the manager is unable to comprehend a logical problem, and instead makes decisions from emotions.

She said she wasn't going to refund me.

Avoid this place at all costs, I'm sure you may get better service from McDonalds. You would think for the higher price, the service could at least...

Despite that there is no sign whatsoever stating no pets allowed in the Smashburger located in Riverdale Crossing Shopping Center at 193 W 237th St, Bronx, NY, 10463. In that same shopping center there is a Petco. I went to get my dog chew bites and wanted to stop by for something to eat. As soon as I walked in with my 10 months Labrador puppy the lady at the counter Emily (that's what's on my receipt) asked if she was a Service Dog. I said no and she asked me to stand outside and offered to take my order outside. Since I have been at this location before and I used to be a regular I knew exactly what I wanted the BLACK BEAN BACON AVOCADO CLUB (no bacon) I asked if I could order and pay and stand outside. She said she would bring the order outside to me. I reiterated that a "No Pets Allowed" is usually visible in most places that are not pet friendly.

She never brought my food and although there was no line when I ordered, I waited over 12 minutes outside and I had to ask a passerby to hold my dog while I went in and asked about my food.

When I went and asked another associate about my order; the food was sitting in the counter and I made the mistake of trusting Emily that she had gotten the order right. My order was nothing like what I ordered. The description on the menu is BACON AVOCADO CLUB With lettuce, tomato, ranch dressing & mayo on a multi-grain bun the only thing I changed was NO BACON I got a sloppy bun certainly not Multi Grain. No lettuce, no Ranch, no Tomato, no avocado, only the Black Bean Patty was there (almost burned)and all of a sudden I found mushrooms. This hamburger doesn't even bring mushroom, what if I was allergic? This burger looked like a burger from the McDonalds dollar menu.

I will not come back to this place and I encourage corporate to be mindful when they hire staff. A good customer service is critical in a restaurant, also if puppies are not allowed at your restaurant is imperative that you put a...

193 W 237th St, Bronx, NY 10463