Smashburger — Restaurant in Oro Valley

2nd time our office ordered for lunch. Both orders were over 150.00. 1st time a couple orders were wrong, called them up, spoke to woman who said she was mgr...very nice offered to give the people who's order was incorrect a free voucher...2 weeks later we placed another order...called restaurant and was put on 5 min hold, so we decided to order online. 1st order only accepted 11 orders so I had to split up the order..I called the restaurant to give them a heads up that both orders were for one office. The girl who answered was very nice, she told me she was going to get mgr since it was a big order. In the background you could hear the mgr say "well what does she want"..finally he gets on the line says this is Steven what did u need? I told him I just placed an order for lunch for 16 people but I did it online and had to split the order in 2 but we were wanting to pick it up by 1145am, this was at around 11am...he quickly said ok you want to pick up both orders at 1145? Yes...ok hold on...then the woman gets back on the phone, unsure of what to say and says "umm ok so you would like to place an order?"...I explained again I'm simply calling as a courtesy to let them know I placed a big order online, I split it in 2 but it was all for 1 office and someone would be by at 1145am to pick it up. She confirmed there were 16 total orders and p/u for 1145am....by 12pm our office gets a call from Steven to say he only sees one order with 5 meals...we went back n forth abt the conversation we all had earlier, told him I was emailed the whole confirmed order....then he says ok I see here the 1st order with 11 meals says pickup at 13p, the 2nd order with 5 meals says p/u 1145....AGAIN...I explained to him that the whole reason I called and spoke to him after I placed the order was bcz online the pu time changed bcz of the order size....I told him U CONFIRMED WITH ME THAT BOTH ORDERS WOYLD BE READY BY 1145, UR CASHIER CONFIRMED THE EXACT SAME THING...he proceeds to tell me he doesn't know who I spoke to earlier but it wasn't him....I spoke to Steve. Is your name Steve? Yes it is...ok then Steve I spoke to YOU this morning....long story short he wanted to argue instead of correcting the problem, we gave him our original 11 meal order over the phone, because the 2nd order of 5 meals had made and were sitting there since 1145.....when our food arrived...11 of the 16 orders were wrong...2 people got stuff they were allergic to when their ticket clearly said not to add those items...none of our drinks were given....and when I called to complain...Steven the manager couldn't care less....his words...."I don't know what else I can do for you guys. I did what I could to help"....ARE U EFFING KIDDING ME???? I'm still waiting to hear back from someone above Steven to rectify this madness!! Not once but twice our orders have been incorrect....Steven has no business in a mgr position if this is the outcome of him doing what he...

Amazing these kids are still employed...

Had my wife come in to get us dinner at Smash burger, to which I hold a caliber higher than that of other burger chains. Tonight that impression has changed. Purchased 24.50 worth of food, We called this order in. The gentleman on the phone was very kind enjoyed talking to him. We wanted fried Pickles but he informed me that the fryer they use to make them is already off... at 8:30pm, they close at 10. I don't think I need to even make sense of that problem. We order two burgers and 2 LARGE fries. Call ends and we go over to get the food.

UPON ARRIVAL the floor was so slick from them puddling water all over the floor from mopping that she is almost slipped, no sign out either to inform that there is a wet floor. Smash Burger telling their employees to puddle water all over the floor and leave no sign? Are they looking for a lawsuit or something?

We get our order.

We received REGULAR sized fried, informed the kid at the front of this and he says "We can get you large but our fryers are off and done for the night so it will take 10 mins. This interaction happened at 8:50 pm. We declined the offer as it was too long to wait for an order we already expected to be right. The bags are covered in oil and I am talking TONS of oil. You can tell these fries are not fresh as they tasted stale and are completely old. I called the Smash Burger and wanted to speak to a manager, he says he was the manager. I let him know my complaint and he starts giving me attitude and says "They are smash fries" That was it. I then informed him the call was being recorded ( calling from my computer using Project Fi) and his WHOLE ATTITUDE CHANGED. offered me a free side on my next visit. took my name but I didn't believe him.

He never said he was sorry or anything. This is the third craptastic disaster I have had at Smash burger in the last 3 months and its only been at this location in Oracle Crossing.

Shut it down or get some new night crew because they are a waste. Shutting down early may get them out faster but you lose money Smash Burger.

Recap:

Cannot take an Order correctly so be ready to double check before you leave

This location doesn't provide fresh made products. Gross

Oil covered everything. Left a mess on my table and all over my hands. I expect this from Mcdees but not from Smash Burger. Disgusting.

Manager for the evening has the worst attitude how on earth he is manager is beyond me, I guess this is a great example of what Smash Burgers Culture is all about and the type of people they want running their business.

Will be calling to talk to another manager tomorrow to report that manager that never gave...

We stopped by about 6:15 p.m. on 1/8/22 and placed an order to go. It wasn't super busy but 30 minutes later we still hadn't gotten our order. I asked the young lady who took her order how much longer it was going to be and she want to the side to look and there was our order sitting, forgotten. By then it was lukewarm and we had to drive to the Campbell/ Fort Lowell area so we asked for it to be remade so it wouldn't be ice cold when we got home. They remade it and we finally got out of there after 7 p.m. We got home and unpacked everything. I had ordered smash fries and my wife had ordered regular fries. My fries and her fries looked and tasted exactly the same. So, after all that, they got the order wrong. I called the store and asked to talk to the manager. He remembered the order, and tried to tell me that my order was smash fries. When I told him that both our fries looked and tasted the same, he said well, maybe there wasn't enough Rosemary on them or something. But, they were exactly the same. He offered to put in their system for me to get a free smash fry next time I came, but I have no interest in going back. I would have expected after all that hassle that he would have refunded the amount of the order, but apparently making things right is not on their agenda. We will never go back, and we encourage you to not go in the...