Smashburger — Restaurant in Town of Oyster Bay

I have waited a while to post this review as sometimes I find myself doing so as not to outright give a negative review without considering that sometimes people mess up and if the food is good, it's worth a second shot. It's time, however, for me to voice my opinion as a long time customer.

I'll begin by saying that the food is good. I'm not a big fan of the veggie burger but the other burgers are good. The establishment isn't dirty but also isn't what I would call clean, it could definitely use more cleanings in between rushes. I highly recommend Dirty Burger in Plainview as opposed to Smashburger.

Moving on, anyone who has been to this location knows that the parking lot is hopelessly small. If you do get a spot right out front, it's a tad difficult to navigate and pull in/out of. I was attempting to get out of my spot recently when I see there's a car who pulled up behind me, blocking me in. I wait a few seconds and roll down the window, stick my hand out and indicate that I'm trying to leave. The car remains where it is. I continue to wait and realize the car is waiting to pick someone up. The Smashburger employee eventually gets into (what looked like) his mom's car but they still aren't letting me out. I now beep the horn and out comes the big, tough, 22 yr old employee (who first removed his Smashburger uniform shirt) over to my window! He proceeds to yell at me and shout expletives and threats that I won't repeat. I told him that he had 15 seconds to get away from the window before I called the police, as he was behaving in a physically intimidating way. He gets in the car with his mom and they drive away. I walked right into Smashburger and let the manager (Luis) know how appalled and disgusted I was at the employee's behavior, that just because we were a few feet away from the front door, didn't mean it was even remotely okay for him to behave in such a manner. Luis uttered a few apologies, asked if I got his name. I didn't since he removed his shirt before coming up to my window. Luis said he would look into the matter and I left even more mad than I was before the entire incident.

To add insult to injury, I heard that another employee insulted a group of policemen at this very location just last night. Something about throwing his hands up and screaming, "Don't shoot!" at the large group of men.

Management of this location: What on earth is going on here that these are just 2 of I'm sure what must be many, many incidents regarding a serious lack of professionalism on the part of your employees? I will never, ever return again to this Hicksville location, or any other ones across the NY metro area, which are opening up...

Abysmal service at this location around 6:55PM on 7/26. Came in to pick up a mobile order, checked in with the cashier, and was told that the order wasn’t ready yet, so then I stood at the pickup counter waiting for the order. As I’m standing there for a whole ten minutes, I’ve noticed that there’s this one order that’s ready for pickup just sitting there behind the counter. Meanwhile, this entire time, the employee working the pickup counter, who’s apparently the manager, refused to acknowledge my presence the entire time I was standing there. He even walked right past me and pretended that I’m invisible. Eventually, after miraculously getting his attention, I told him the name of the order I was waiting on, and sure enough, it was that bag that was sitting there the ENTIRE time just getting cold. When I explained this to him, instead of taking accountability and apologizing, he just turned his back on me and moved on. That was the REAL kicker that pissed me off. I then confronted the cashier I checked in with, and he also deflected and said that he told the manager that I was waiting on that order, which I didn’t see happen.

This location desperately needs a new manager, ideally one who understands that people who are standing at the pickup counter are standing there FOR A REASON. This current manager is a man-child who’s too immature to acknowledge his careless, negligent mistake. An unorganized, uncommunicative, unfriendly, negative environment, to say the least....

The Food is great, but the service is lousy. The main problem is that you have too many of the host having conversations totally unrelated to the service behind the counter; this leads to mistakes. Each time I have come, the person receiving the orders from the kitchen was engaged in idle banter and horseplay with the servers. I have been here twice and they either forgot an item or I was given something I did not order. One other problem I noticed is how loud it is inside the restaurant. This is clearly because the design of the interior permits sound to be amplified. There is no carpeting, no sound dampening material on the was walls just tiling on the floor and solid wall. I liken it to one great big echo chamber, which is the reason I will always order to go. All that being said the food is very tasty and much better than most fast food restaurants like McDonalds, Burger King, or Wendys. They deserve 4 stars but I just can't overlook the service. I definitely recommend, but just...