Smashburger — Restaurant in Pequannock Township

This place's service was abysmal. The server was clearly not trained to be able to handle running the front by herself. She gave us our food without fries. No big deal I guess they weren't ready. We stared in pure awe as she made several orders for to go each stuffed with fries. We reminded this girl twice and both times she goes yells to the manager (prepping food) who puts a cup of fries up under the heat lamp. The fries sit as the server prepares more orders (utilizing fries). I have 5 years customer service and the patience of a Saint but this was rediculous.

I told the young lady that I wanted to just remove the fries from the check and go about my day (I may add in a polite fashion without raising my voice or changing my tone). The panicked server fetches the manager from the grill. I attempted to ask him to just remove the price of the fries and he pleaded with me not to. I explained my situation and how me and my entire party had finished our meals sans fries and didn't want to wait any longer for some after dinner fries. The manager offers free food and other items until I finally ask him "are you not allowed to refund a transaction?" and he nodded a sad yes. I didn't find out if he wasn't allowed to or wasn't authorized to but either way this was a defeated soul. I asked him "what is ready RIGHT NOW?" and he said he has fries ready and he will get them immediately.

Dude places fries in a cup and says to his front end female "hey give these to the guys over there." she nods and I kid you not we watch her give out two more orders before she walks the fries over to us.

In all fairness the food was excellent. I imagine the fries probably paired well with the burger.

Short staff or not your employees need to be better trained before being left to fend for themselves.

As an amateur complainer- err I mean Google reviewer I can say this holds the current record for worst service I've ever had (that...

I had an awful experience at the smashburger in Pompton Plains earlier today, July 21st. I placed an online order at 4pm to be picked up at 4:45pm. It was just two items, a burger and a milkshake. I got inside the restaurant at 4:41pm and fully expected to wait a few minutes for my order. I was a little surprised the order was ready. As I was leaving, I checked the burger and noticed it was barely even warm and the receipt on on the bag said 4:29pm, which is when I assumed the burger was made.

I walked back to the counter and told her the burger was cold and wanted it remade. She called someone in charge, I presume the manager and told him the same thing. I also stated that the time on the bag was 4:29pm but I wasn't picking up my order until 4:45pm. I told him I didn't want the barely warm burger and that I wanted it remade. He told me that he could not do that and that there was nothing wrong with this burger. I told him that I do not want a cold burger and that I would like it remade and that it should not have been made at 4:29pm and left sitting to get cold. He told me that was the policy that food had to be made 15 ahead of time, which I do not believe. I simply stated again that I didn't want the barely warm burger and wanted it remade. He told me, ok I can do this one time for you today but not in the future. I told him, don't worry because I will never order from here again with this horrible customer service and attitude that you gave me.

What an awful experience from such a popular food chain, making me feel like I did something wrong requesting the order at a certain time and when they serve me a barely warm burger give ME attitude when I nicely asked them to remake...

A little disappointed to say the least. It was getting close to closing time and I had called ahead to let them know I would be arriving momentarily if there was a possibility to place the order over the phone for the sake of time to which I was denied. I got there even faster than I had expected and prior to their listed closing time. The lady at the chaser was ready to take my order as I can see a coworker in the back shaking her head, no. With that the cashier excused herself to check if the kitchen was “still taking orders” as if I did not already have my answer clearly seeing this other employee in the back continuing to shake her head, no. Trust me I totally get it, I’ve worked similar jobs and unless you walked into the facility AFTER closing time would you be turned away POLITELY. I love Smash Burger but from now on I will gladly drive the extra bit to any other Smash Burger location, on principle. Deeply disappointed more so for the efforts I took, for not. Change the closing time accordingly and honestly to the time of which you will no longer...