Smashburger — Restaurant in Peoria

I am utterly disappointed with my recent experiences at Smash Burger. While the food was undeniably delicious, the behavior of the staff, particularly the manager Brian, left much to be desired. During our visits, we encountered rude and unprofessional attitudes from two separate employees, tarnishing what should have been enjoyable family meals.

One incident that stands out is when we noticed a mess accumulating under the trash bins inside the restaurant. There was no trash can inside the wooden trash stand so when people discarded their garbage it was falling down to the floor. This included food and drinks all over the floor. When we brought this to Brian's attention, instead of addressing the issue professionally, he responded with hostility and began throwing cleaning items around in a fit of rage. I’m not exaggerating when I say he threw the broom against the window and then threw the rolling trash can against the trash stand as well. Witnessing a grown man behave in such a manner was not only embarrassing but also deeply concerning, especially in front of my young children.

Despite our attempts to diffuse the situation by apologizing and wishing him a good evening, Brian chose to completely ignore us and proceeded to bad mouth us to other customers who were seated eating. This lack of respect and professionalism is unacceptable in any establishment, let alone a family-friendly restaurant.

I have never encountered such blatant disregard for customer service and basic decency in any dining experience before. It is clear that there is a severe lack of discipline and training among the staff at this location. Brian should be ashamed of his behavior and owe my children an apology for setting a terrible example of how to handle conflicts in a professional setting. My family and I will not be returning to a place that condones such disrespectful behavior...

I've visited this Smashburger multiple times, and both experiences were marred by the staff's unwelcoming attitude, leaving me feeling like a burden rather than a customer. On my first visit, the cashier was visibly unhappy and made me feel uncomfortable just for placing an order. She even vented about her coworker's absence, which is unprofessional and not something a customer should be privy to. Although I reassured her that I wasn't in a hurry, the experience made me hesitant to even approach the counter for an additional small order.

During my recent visit, my family and I arrived at just a little after 8 pm on a Wednesday, a full hour and a half before their 9:30 closing time. The restaurant was empty, and it took a while for the cashier to even appear. When I asked about their closing time, he seemed unsure and then awkwardly mentioned they start cleaning the dining area at 9:15. This made us feel unwelcome and rushed, even before we had a chance to order.

After ordering, the cashier disappeared into the back. I wanted to order additional drinks but no one was available at the counter for several minutes. I could see our food sitting at the pick-up window, getting cold, while we waited. Finally, a friendly girl from the back brought out our food and offered extra baskets for our kids. She was the only positive interaction we had.

We finished our meal quickly, feeling uncomfortable and rushed. We were done well before 9 pm, a full 30 minutes before closing. I've worked in the restaurant industry and understand the frustration of late customers. But an hour and a half before closing is not late. If Smashburger doesn't want customers coming in after 8, they should simply adjust their closing time instead of making those who arrive well within business hours...

Upon entry to the restaurant, there were no staff at the register to take our order. We waited an estimated 4 to 5 minutes before someone came around to tend to food in the pass-through window. I spoke with kitchen staff through the window to request someone to help us. We intended to order take out. Our order took approximately 20 minutes. When we received our order, it was missing one of three sandwiches we ordered. We were then informed that it would be another 10 minutes for our 3rd sandwich (crispy chicken classic) to be made. At that point, my wife and I opted to eat our Togo order inside the restaurant while we waited for my daughters chicken sandwich to be made. The person originally helping us offered a muted simple apology for our order taking so long. If a shift lead or manager was in the restaurant, we weren't approached by them. Clearly the shift team tonight temporarily forgot their priorities as well as how to properly care for and treat the customer. I walked in with my wallet open asking smashburger to take my money. I was met with neglect and unmanaged expectations along the way. At the moment, I'm not happy and am uncertain whether or not I will ever return. I will likely share my experience with my...