Smashburger — Restaurant in Richardson

Probably one of my worst experiences at a chain. I would not recommend this location to my coworkers in the area - especially for lunch. They'll waste your time and your lunch with screwed up orders.

After being greeted by the cashier I began to make my order. When I listed off the items I wanted to make my burger, the cashier chuckled and told me she wasn't listening. A minor annoyance but maybe a hint of the problem. I repeated the items I wanted on the burger and the cashier read back what I wanted for burger. A big burger on a multi grain bun with smash sauce, spinach, goat cheese, bacon, mushrooms, guacamole, and a fried egg. Plus a side of haystack onions.

Fast forward 20 minutes later and everyone's burgers arrive. The side are correct but my burger is messed up. They handed me a Chicken Baja sandwhich. I paid for a burger almost double the price of this. I tell the assistant manager whats wrong and she takes the burger to make the correct one.

15 minutes pass by and low and behold, a Classic Smashburger appears. I let the assistant manager know again that this is not what I ordered and we repeat the waiting game.

Another 15 minutes pass and here we go, THE WRONG BURGER. I shouldn't be too harsh, someone in the location is learning - they got half of the burger correct. I let the asst. manager know again that this burger is missing stuff. She takes my receipt from me and promises to bring me the correct burger. 4th times the charm?

10 minutes in and the burger arrives. I ask for them to pack it to go as my lunch as been wasted jerking around with Smashburger nonsense. When I arrive back at work to eat at my desk, I discovered the burger was missing items still. They gave me cheddar instead of goat cheese and forgot the spinach, smash sauce, and mushrooms.

Was this jacked up burger worth one hour of my life? Nope. The Haystack onions were good though - the hunger from no burger probably skewed my judgement...

Just avoid this location. Since Day 1 I’ve come to this location (only one near me) and since Day 1 the service has been aweful. So bad I can’t blame any one employee cuz it’s clearly a mgmt/owner thing. Every cashier I’ve encountered there over the past 5-6 years has had bad service skills. Not only that but there’s a lot out of their control that’s just bad on the organization. People want examples though so here goes: first off they want you to use their app. Don’t. Mispricing all over, like the kids meals, if you try to change your side or your burger the price jumps to $12.68 FOR A KIDS MEAL. Or the build your own burger, add your favorite smash fries or tots and pay triple thru the app. Some cases a .50 add on in-store turns into $3.85 add on in-app. Don’t use it trust me. Which leads me to the next gripe…they never answer their phones, never ever ever they’re trained that way. So can’t call in an order and I refuse to be taken advantage of over the app, so the third gripe….takes forever to get food and not fast food by any stretch. Most times 20-30 minutes for my order and only one ahead of me. Sometimes longer with no customers. But I can’t pre-order reasonably so I must waste my time. Boggles my mind. Last gripe? Their signature “smash oil” which they put on fries and tots is so oily it stains everything which the bag is set upon. So they can’t figure out to use plastic bags to prevent this? Or other bio-degradable products as a solution if you’re a planet lover? All in all I love the flavors and the fact that the chain was started by two former Dallas Cowboys players. I’m a fan for life. Wait…maybe that’s why the place is run like shxt…Cowboys influence…ugh. Update: WOW, they really forgot my other sandwich with that order! They never fail to meet even the lowest standards they’ve set...

Update: After having a negative experience and leaving a bad review, the review team reached out to me and apologized They also gave me a promo for a free meal which I thoroughly appreciated. My hubby and I went back to the restaurant and had a great second experience. The server provided exceptional and quality customer service. This time we both ordered the parmesan rosemary wings, smash fries and a cookies and cream milkshake The wings and fries were delicious but I still did not like the milkshake. It did not have a lot of flavor and had a motor taste to it. I will definitely go back now to order food but just won't order the milkshake. Thank you Smashburger for making my experience better the second time around.

Old review: This was my first time visiting the restaurant at this Cityline location and customer service was just ok, cashier not very friendly. I've had better. I wanted the same tasty burger, truffle fries, and milk shake from this restaurant that I had in Uptown but that didn't happen.

I was very disappointed unfortunately. The burger was ok but it was cold. I asked for truffle fries and was too tired to look in the bag after take out since my husband paid for the order while I went to the restroom. When I got home, I discovered that they were regular fries and they looked old and were cold, and had no taste. I tried heating them in the microwave but that didn't help. To top things off, I ordered the chocolate milkshake with whipped cream and it did not have a rich chocolate flavor that I had noticed the last time I had one.

Smashburger, you really missed the ticket. It's a shame because I frequent this location very often and more than likely won't be back after this...