Smashburger — Restaurant in Phoenix

We placed an order online at 5:30 for pickup at 6:30. I arrived at 6:30 and waited in line to say I was there for pickup. I was ignored by the staff after waiting for about 5 minutes. I then went to the other side of the store where a customer told me they weren't accepting walk in orders. I let the customer know I had an order placed online and waited to tell the staff I was there for pickup.

I waited about 10 minutes standing there to see if my order was ready, but was ignored by the staff. They were very busy and I heard them calling out names so I just waited since the staff was not going to let me tell them I was there for a pickup. After waiting another 10 minutes, I went next door to Cafe Rio to get some queso that we were planning on picking up as well. After ordering and receive the queso next door, I went back to see if my order was ready. I again tried to talk to the staff but it seemed like I was purposely being ignored. I understand were super busy, but not acknowledging me being there or asking what my order was was incredibly frustrating. After about another 15 minutes, my wife came in to see if the order was ready. One of the staff told her the food was ready and it was sitting on the table since 6:13. We didn't get our food until about 7:30, and they didn't give me a chance to say I was there for food.

Being understaffed is frustrating for the workers, and is understandable why they would be behind. However, being ignored by the staff and having your food sit there for almost an hour is not acceptable, especially when the order was placed online two hours prior. The staff was definitely working hard and trying their best with how busy they were, but not being acknowledged once was pretty frustrating.

Management seriously needs to consider a different style for receiving orders and informing customers. I could tell most of the other customers there were not aware of their order status and were visibly upset as well. Maybe use the order screen to say pending orders like Pizza Hut does? That way people will know if their order is still pending or complete. Have the staff acknowledge customers that walk in so at least you know you're not waiting for no reason.

Despite the wait, the food was still good, but I marked it down because it was cold. I don't plan on coming back to this location again though since Five Guys and other food places are right by. Hopefully the workers there get some relief and don't get too discouraged by frustrated customers for being...

I had a terrible customer service experience at the 950 E. Bell Rd. restaurant today. Unusual, because I've eaten at the same location at least a half-dozen times and never had a problem.

When I arrived (at about 1:45 p.m. on a Saturday), there was no one in line. The person behind the counter--a tall, slender young man, about 20--was making a milkshake for a customer. His back was to the counter and it took him about three minutes to make the milkshake. When he was finished, he acknowledged that I was there and said, "I'll be with you in a minute," or words to that effect. He then proceeded to go to the staging area and seemed to be putting food into bags for to-go orders. I saw two customers in the restaurant apparently waiting for their meals.

Another five minutes passed. My order still hadn't been taken. I'd been there for eight minutes now. The young man then came back toward the register where I was standing to retrieve something, but it was clear he still had no intention of taking my order. He didn't even look in my direction. I said, "Excuse me, but I've been waiting here for more than eight minutes. Are you going to take my order?"

His response: "I have other things to do," after which he turned his back and returned to his to-go orders.

Look, I get that in today's market it's hard to find anyone to show up and work at a fast-food restaurant. But when a customer asks to be served and has waited patiently for eight-plus minutes, the WORST response someone could ever give is, "I have other things to do." I can't think of anyone with an ounce of common sense who would give that answer. Yet, that's the response I got today.

Needless to say, my son and I left and had lunch across the street at Five Guys. The food was great and my order was taken immediately when I arrived, which is exactly what should happen.

This employee needs to be trained or retrained. Obviously. Additionally, if there’s only one person doing all of those jobs behind the counter, which results in customers waiting an inordinate amount of time for their orders to be taken, then there needs to be more people working behind the counter. Again, obvious. What happened today should never happen.

There are a lot of choices when it comes to burger joints. The food at Smashburger is good, but not so good that I'll put up with lousy customer service. If you want to compete, Smashburger, you need...

My fiancé has always raved about Smashburger, but it wasn't until we moved to Phoenix that I actually tried it. Burgers are my go-to at every fast food place and my picky taste in food means I am not easily pleased by just any ordinary burger. Smashburger food amazed me and now I can never go back to other quick burger joints. I am not embellishing when I say this is the best fast food burger I have ever had. It's even so good that it competes with sit-down restaurant food for me.

Not only is Smashburger an amazing restaurant, but this location has phenomenal staff. The employees and management are always friendly, the service is quick, and it feels significantly cozier than your typical chain fast food restaurant. They are always smiling, joking, and enjoying themselves. As someone who used to work in a fast food restaurant, I can tell you that that is always a great sign. Their customer service is great and I find myself smiling every time I go in.

The menu has a collection of unique burgers to choose from. My favorite is the brisket burger (trust me, it's fantastic!), but there are other options for everyone. I love the variety of flavors and toppings. They also let you customize how many patties, what types of patties, and all the other toppings you want. The selection of toppings and flavors is far more diverse than any other burger chain I've been to and I love that.

I am yet to try the shakes (I've heard from my fiancé that they're divine), but the fries are to die for! My fiancé and I have gotten into a tizzy about who gets the last of the fries on far too many occasions because they are that good. Always get the smash sauce with your order. You typically have to ask. We have to get extra because, yet again, we can never have enough of the food at this place.

It's slightly pricier than massive chains that are posted on every corner, but is still incredibly affordable. And those few extra dollars you spend are completed worth it, in my mind. Quality food, quality service, and a great time. I wholeheartedly recommend Smashburger to anyone who loves a good time and an adventurous fast...