Smashburger — Restaurant in San Jose

I enjoy Smashbuger. But not this location. They messed up my order twice. The SAME order.

I waited for my burger the first time, a Big Bacon Cheeseburger with Fried Egg, fries, and a chocolate shake. It came quicker than expected, and the lady even verified that I ordered a Big Bacon with Fried Egg. Cool. On the way out, I read the receipt - Big Bac Cheese + Fried Egg. Great. When I got home, and bit into the burger, there was no fried egg or bacon. I call them up, they offer to make me another, and I head back.

This time I figured "how could they get it wrong, they're fixing a mistake, it'll probably be an even better burger with extra fries." I know I should have, but I gave them the benefit of the doubt, and I didn't examine the burger in the restaurant. Went to my car, and decided I should check just to be on the safe side. NOPE. No egg on this one (but bacon, so at least we're making progress.) Go in, and instead of asking for a refund (because I am sort of hungry), I ask them to fix this. So they fry an egg, throw it on my burger, and I'm good. Should have eaten it there, because between receiving the second screwed up burger, getting my egg, and getting home home, it's barely warm. But that's my fault I guess.

The staff was not really friendly, seemed like they had something more important to do, and just didn't seem to care that they wasted 40 minutes of my night. And of course I could not enjoy my shake with my burger; it was a choice to eat it, or drink chocolate-shake flavored juice later.

If you feel the need to eat at this location (because who doesn't like Smashburger), make sure you check your order before you leave...

Unfortunately I have to update this review right when I finally attain the most coveted "dukedom" crown on YELP for this place. Safe to say what I have to say here is not a one time mishap but an ongoing problem that never seems to get addressed.

I was nice enough to still give this place a 4 star review even though serving uncooked meat should be an automatic 1 star during one of my past visits.

It's unfortunate that I rave about this burger place to many people who love in and out because I genuinely loved this place. After this visit I don't believe I'll be back. Good food is only as good as the service. The service here needs remedial attention.

Smash burger loves to put out promotions to hype things up and get people to visit only to disappoint you with customer service that is not only lacking in service but most importantly lacking in common sense problem solving.

They literally had one register open and had a line out the door because the so-called manager was all over the place trying to figure out how to find a solution to the problematic system they have.

I offered solutions that made sense which were dismissed.

Instead what I got were passive aggressive comments when it's their system that was faulty.

Long story short, don't come here for promotions. You'll be disappointed; half the time they are out of the stuff they market to you. The best solution the manager had was to email corporate when he literally had me stand in line for at least 15 minutes because he was incompetent in...

I arrived at 9:09pm and placed our order, which included an order of chicken wings. I was not greeted, there were no welcoming words or facial expressions. Danielle let me know the chicken wings took 15 minutes to cook, I said okay. She then told me to hold on while she checked with her manager, at which point she shouted back to him and asked if they could make chicken wings. THE MANAGER looked unhappy and said, "Another order of chicken wings?! it's going to be 15 minutes," which felt like his way of saying he didn't want to make them. Then Danielle just stared at me for a few seconds. I felt so unwelcome and like it was a huge hassle to order anything at all at this point. She asked if I was sure I wanted them, and I said no and just ordered the burgers and fries and a coke. The entire time I waited I watched the interactions of the employees with customers and with each other and not one single customer was greeted with a smile, I heard no "thank you, have a good night's," the whole vibe was simply unhappy and bothered. I cannot impress upon you how ugly it felt to order food and wait inside that restaurant. I wished I would have been able to say, "never mind, it's clear you don't want me to order food from you," but I was so uncomfortable and intimidated that I just stood there in silence. I cannot imagine a manager being so unhappy and unwilling to make food for a customer and there is no way he was unaware of how cold the front counter cashier was...