Smashburger — Restaurant in Plymouth

This was our usual meeting place for a burger before a movie. Never again. Went there tonight (June 10, 2025), a group of 9 of us. We arrived at 5:30pm, we all ordered at the same time, and all sat a a large table. At about 5:40pm, the attendant brought out 3 meals, set them down and walked away. We waited for everyone else's food but none came. After about 20 more minutes of being ignored, one of us went to ask about the rest of our meals and the front attendant said, "It's coming" and turned away. That was it, no explanation, no apologies. WE WERE THE ONLY PEOPLE DINING IN THE RESTAURANT. Yet meanwhile they kept filling bags of to-go orders with people coming in to pick them up while we waited. Is that how it works? Drop everything to prepare to-go orders and treat the customers who have already paid and are sitting there waiting... and came as a group to eat TOGETHER ...as an afterthought?? (I will interject something here...one of our party had gotten a little container of sushi somewhere else but wanted to hang out with us before the movie. So he came there and sat with us and ate his sushi while the other 8 of us who ordered Smashburger meals waited for our food. Did the one guy who brought some sushi in make them mad at all of us? Pretty silly I would say, if that's it, and not fair to the 8 paying customers.) Finally about 6pm we asked again where the rest of our food was and again we were dismissed with no apologies or explanations. About 6:05pm (25 minutes after they had brought 3 of us their food) she brought out 3 more meals, set them down and walked away as before. We were getting nervous because we were still waiting on 2 meals, and we had already purchased movie tickets for a 6:30 movie showing. Finally at about 6:15pm she brought out the last two meals... 35 minutes after she brought the first 3 meals... and again, set them down without a word and walked away. So the last two people with us had to wolf down their food to try and get to the movie on time. WE ALL CAME IN TO EAT TOGETHER, is that a foreign concept to these people??? And we didn't make it; we missed probably the first 5-10 minutes of the movie. We are decent people and understand things can go wrong, and try to extend grace, but this was absolutely despicable and inexcusable behavior by this restaurant staff for no apparent reason. They basically ruined our dinner, made us miss the beginning of our movie, and this franchise has now lost 8 formerly good,...

The Plymouth, MN smashburger location (Store #1791) is uniquely terrible at anything customer service, and lacks any signs of hospitality as well.

Upon my 1 and ONLY trip I'll ever be taking to this location, the whole experience was lacking on any sort of customer service etiquette.

The person taking orders (according to my receipt, was "Stanley") was wearing a winter beanie style hat to start. He took roughly 5 minutes ringing in the order of the person in front of me, of which consisted of a cheeseburger and soda to go. Even in a full service casual restaurant setting, that order should take about 30 seconds total to write down and confirm it was correct.

Then when it was my turn, I walked to the counter, and said good evening, to no response from Stanley, and a very blank stare.

I then proceeded to tell him my order, since he said nothing, much less what can I get for you tonight. It took roughly the same amount of time to get the food into their computer, and prompt me for my payment. After I paid, I was handed a receipt, at which time I said thank you (again to him not saying anything, much less a simple thank you for coming in today), and sat down at a table to wait for my order.

Granted, I know this isn't super "quick service" (QSR), but cooked to order quick service, so I was anticipating waiting maybe 8-10 minutes at the far end, for our order. I ended up being there almost 20 minutes before our food was brought out by a different person, who also didn't say anything, and just handed me our bag.

It then took the general manager about a week to reach out to us with a resolution, at which time, he didn't even offer to mail out a gift card, or refund the order on his end in his system. He said I could stop back up and give them another shot, free of charge. Why would I do this? What would tell me that anything would be different this time around?

Overall, a very poorly run location of smashburger. I'd strongly advise against going...

I’m sorry. I’m saying sorry to the guy behind the counter.. I wish I could rescue you out of there, honestly. I just don’t even know how this place is still open.. the whole restaurant was gross. Gross floors, every table gross. I get it, they’re probably super understaffed. But why? Smashburger, do you need to pay more? PROBABLY! Take care of your employees! I think there were only two employees there on a Saturday night at 5:45pm. My daughters and I waited for a good 10 minutes before I forced someone to acknowledge that we were there. Again, totally understand, understaffed and busy with online orders.. but at least look at the people waiting, acknowledge them and say “Hi! I’ll be with you in just a minute.” We finally ordered and waited another 15 minutes. Total time from when we walked in and until we got our food: 30 minutes. I then saw a woman talk to one of the two employees and whatever she was saying did not look good. I asked the guy what it was… puke. Puke right outside the door. He apparently knew who it was and where they were sitting… but didn’t do anything about it until someone mentioned it. Again.. I get it. Two people. Busy… but puke???? Kind of takes precedence. He threw a sani bucket of soapy water on it and continued on. I’m over here like.. umm get the strongest sanitizer you have and start sanitizing the door and the table/seats those people were in.. if not, you’re risking a huge spread of a possible stomach virus. Thankfully, I got my money back after I told him that my daughters and I could not eat our food, but I will be at some level of anxiety until I hit 48 hours passed Saturday at 5:45.

Guy with the hat, if you’re reading this, I’m sorry. I don’t want to make your life harder… I’m sure it was just a crappy night for you, I have grace for you.. this is more towards Smashburger management as a whole. Clearly they’re not taking care of you guys...