Smashburger — Restaurant in Scottsdale

I stopped in at Smashburger this afternoon looking forward to a Turkey burger and some fries. There was no wait and the cashier was friendly. I ordered the Classic Turkey Single with Smash Sauce (which I don't care much for) on the side. I asked for red onion on the side as well, but was told they were out of onions for the day. I'm letting them off the hook for that since many places are encountering supply chain challenges. The other standard toppings on the turkey burger were American cheese, ketchup, pickles, lettuce and tomatoes, which were all fine with me. I also ordered regular fries and a fountain drink.

My food came out very shortly. The fries were warm, not hot - which caused me to wonder whether they had been sitting there prior to my order. The turkey burger was a little haphazard (tomatoes all skewed to one side) but I shifted them into place. My first bite of the sandwich hit me as salty. The second bite was even more salty. I don't like sending food back, but the salt level was overwhelming.

I got the attention of one of the associates and told him that the turkey burger was over salted, and asked if I could please get a fresh one with no added salt, and again, sauce on the side. He seemed surprised, but was friendly about it and said he would take care of it. He took my basket, which had the burger and my fries in it. I presumed that when they brought me the unsalted turkey burger they would bring me fresh hot fries, so I didn't mention that the original fries I received were not hot.

Fairly shortly he set down a basket in front of me that only had a freshly prepared turkey burger in it. I told him that I was supposed to have fries as well. He again seemed surprised, but went and ordered the fries, which came out quickly and piping hot. My new burger was nice and hot and was not over salted, but after two bites I realized that they had doused it with the smash sauce (which I don't care for) instead of providing it on the side. Even worse, the pickles and ketchup had been left off of the sandwich entirely. I was running short of time at this point, and also really didn't want to send food back again. They also had gotten busy with delivery orders. I abandoned the barely touched sandwich, ate a few more of the nice hot fries and left - not at all satisfied.

Everyone with whom I interacted was friendly, but I was so displeased with the food that I can't...

Very disappointed with my service here. I ordered through uber eats and to start half of my order was missing. I ordered 2 BBQ bacon burgers, an order of sweet potato waffle fries, large smash fries, large scorching fries, and crispy Brussel sprouts. I did not receive the waffle fries nor did I receive my scorching fries. On top of this, both burgers were completely plain and the Brussel sprouts were a half portion and unseasoned (see pictures). I called uber and was given very little chance to elaborate and gave up on trying to resolve this issue. I called the delivery driver and asked if there were one or two bags and she told me there was only one. I called the store and spoke with Wayne the GM and he assured me he handled that order personally and knows the food was in there and and up to standard and he told me he wasnt going to squabble with me over burgers and fries so I asked how many bags the food left in and he told me one. I told him that my food came packed into one small bag and the missing food couldn't have possibly fit into it and the whole thing felt like a deflection and refusal to take responsibility. I will admit he did say he would make it right if I drove there and picked up another order but between the dishonesty about him personally handling my order which if true is even more embarrassing and the horrible tasting food and experience I'd rather wash my hands with smashburger as a company and inform others on my experience at this location. I also while writing this review did receive a $11 refund from uber even though that was a small fraction of the cost. Like I told the GM Wayne after his "im not going to squabble with you over burgers and fries" comment, it isn't about the burgers and fries it's about the principle and about me paying for a service and receiving less than the bare minimum. The food I received vs what i ordered was so surprising I almost thought it was a joke. I told my significant other surely this was prepared by someone with plans to quit within the next 5 minutes. I advise people to at the minimum if you are going to do business with smashburger to choose another location. I am not worried about a refund and I will keep my review up until Wayne can confirm with proof that disciplinary actions were taken against the employees handling my food because I highly doubt a GM let an order leave...

We ordered a pick-up meal that included one smashburger with a gluten free bun. The other burger was a regular smashburger. The person taking the order asked if the gluten free bun was for personal preference or an allergy. What difference would that make? I said it's necessary because I have celiac disease. Celiac is not an allergy, I repeated. Her response? Ok, a gluten free bun due to allergies. Sweet Jesus. Picked up the order. Got home. Opened the bag. The gluten free item was not identified in any way. I called the restaurant to ask an employee which bun was gf as the buns were different. Answer? The gluten free one might be puffier. Say what? No, that's insufficient. Took one of the burgers, drove back to the store and presented it for a refund. I told them not to be so cavalier about a customer's health, that celiac is no joke. And to please be careful and mark the gf item with some sort of designation so it can be determined that it's the gf one. The manager handled the refund. Then Joseph, the guy at the cash register, said Have a Good Day, as I walked out. Well, a good day would have been getting the correct order. A good day would be having employees understand why some people need gluten free products and that celiac disease isn't an allergy. That's why it's called a disease. A good day would have been an employee who knows the difference between a regular and a gluten free bun. A good day would not have required me to get back in the car to return to the restaurant to...