Smitty's Garage Burgers and Beer — Restaurant in Owasso

Long term customer... not sure what has happened, but this location under the management of Beverly has gone downhill. This last experience with delivery was bad, but made exponentially worse by uninformed staff and terrible management... especially customer service wise. I placed the order via the Garage Burger app, which I have done dozens of times since I was advised to do so by a previous manager instead of using Door Dash over a year ago. When the order was 15 minutes late and I had not received the usual text messages, I called. The first person told me they don't deliver and that they only do pick up in their app. I explained that I have been ordering delivery via their app for a while so he must be mistaken. He insisted I ordered it through Door Dash and told me if I ordered through the app I would have to pick it up. I was so confused because the app said delivery, the process was for delivery, and the receipt said delivery, just like it always did. I relented figuring it must have changed, but after hanging up, I realized by the time I drove to pick it up it was going to be cold. I decided to cancel the order, so I called back. I got the same person, and tried once again to explain, but they would not listen, so I asked for a refund and they said they would need to get a manager. Annoyed, I advised him to download the app and give it a try figuring someone had misinformed him. After a long wait, Beverly answered in what can be best described as a condescending tone, called my “Hun” and exclaimed that my order was being picked up right then. Confused, I tried to explain that I was just told I had not ordered delivery and it was very late and I did not want that order anymore as it had been sitting for probably 20 minutes at this point and was another 15 minutes away. She yelled at the driver, “He doesn’t want it anymore!” in a dramatic voice. Then immediately began passing the buck to Door Dash again. At this point, I became even more frustrated and attempted to explain that they seem to be confused about how the app works and that I did not order via Door Dash. Then she became even more condescending telling me they had never delivered and it’s always Door Dash. So it sounds like they have an app, it enters the order at Garage Burger, then contacts Door Dash to pass the delivery onto them. Well that is much different than ”we don’t do delivery” like I was told by the first person. She then informed me that I would have to contact Door Dash for a refund (which was not true). I was very frustrated at this point and raised my voice. Ultimately, I should not have to explain to a manager in the service industry that this was not a me problem… I did not CHOOSE to order through Door Dash, I didn’t know it was through Door Dash, I don’t have an order with Door Dash, nor any way to contact them. She finally admitted she had never used the app (neither had the previous person) and finally said OK that she would go in and refund my money. She kept trying to talk over me and eventually I raised my voice. I will admit at this point I was furious as I had ordered food that didn’t arrive, was made to feel like I was the one confused on how the app worked, almost drove there to pick up an order that wouldn’t have been there, was lied to about the refund until cornered, and overall was treated poorly from the moment she picked up the phone. I must admit that I eventually dropped an F-Bomb and was hung up on, I should have kept my cool and I take responsibility for that. However, it should never have escalated. The staff member answering the phone and Beverly (a Manager!!!) clearly do not understand how the system works, nor the relationship Garage Burger CHOSE to have with Door Dash, and that is not the customer’s problem! Do...

We eat at this establishment every 6-8 weeks while grocery shopping in Owasso. My partner loves this place and it’s his first choice, every time. It’s good food, but the part that I don’t like is the customer service, and that’s the reason it isn’t my first choice. The ordering is rushed, because you are all crowded at the end of a walkway, around a small area where 3 registers are positioned, creating a huge bottleneck. The music is loud, so when the next register is open and the staff member is trying to get the attention of the next party in line it’s almost impossible. The menu is located on a large lcd screen above the registers, but it’s not the best quality and it is hard to read, even for those without vision problems. They have regular menus, but again, it’s at the end of the walkway and when there are so many people just bottlenecked there you can’t get to them. By the time you are able to order, the staff are pushing you to order and it’s just a very rushed environment. Once you do order, the beverage stations are right next to the register, so once again you are bottlenecked. You take a card with a number to your preferred table, no host to seat you, or you can sit at their bar area. The tables have paper towels, ketchup, salt and pepper shakers, but anything else you have to ask or have brought to the table. Every time we’ve been there, not once have someone come to our table to ask if we need anything or given us drink refills. I don’t understand the tip jar positioned at the front, and because of this we never tip even though I am someone who always tips no matter how bad the service may be. The reward program they offer is really good, a free burger after you purchase ten burgers. Just make sure you tell the person taking your order so that you do get credit, they always seem to forget to ask if you are a rewards member. All in all, if good food is what you want and customer service doesn’t matter to you then this place is a good 4/5 stars. Will I be back? As long as I’m with my partner it’s likely, but it won’t be on the nights I get to...

My wife and I just walked out from our third or fourth trip to this location. She ordered a cheeseburger and I got the chili cheeseburger with an app order of chili cheese fries.

When our burgers came out the manager, Adam, had noticed we didn't have our app order yet. Also, he brought us two cheeseburgers. I told him that I ordered the chili cheeseburger instead. He apologized and said he would get on fixing it for us.

Our appetizer was at our table less than a minute later. When he brought me my burger, he also refunded our ENTIRE order. I told him that wasn't necessary. It was a simple misunderstanding and not a big deal. He insisted that he needed to "take care of us". So I let it rest.

When he came back to check on us, he brought a box for the "wrong burger" we were brought so we could take it home, along with a couple gift certificates for next time.

When it was time to leave, I tried to give him a tip. He refused. Said it was his job to take care of us. I told him that I had not planned on getting essentially two free meals when I had walked in. He just said he hoped to see us in again.

I've worked in the food industry, this is thoroughly above and beyond service. Come and check these guys out if you haven't. Food is great, price is better. And if there's an issue, they will take care of it. We will be...