Smashburger — Restaurant in Virginia

Visited the location in Gainesville, VA on Saturday evening July 9, 2022 at about 8:20 p.m. A complete and utter mess! When we arrived we noticed the tables were unclean, the staff work area was in disarray, and folks were standing around waiting for their order. So why didn’t we just leave? We had hope that the staff would get it together AND, my husband really wanted a Smashburger experience. Although we passed by at least three burger places on the way to Smashburger - we were hopeful that things would work out. So, we waited in line for about ten minutes. When we approached the register the cashier began to comment that the wait would be an additional 30 minutes. She was no doubt overwhelmed. Her comment caused the person in front of us to get out of line and leave the restaurant. We stayed the course. I did question the cashier as to the basis of her comment because it didn’t seem as if it was accurate. 30 more minutes? Since the person in front of us was now gone, we placed our order. Waited about 5-7 minutes and received the order. The burger was fine but the fries were cold to the touch! Incredible given the amount of orders being processed. My husband, whose “Smashburger experience” is now in jeopardy of being not so great, returned the fries. Unfortunately, the young lady who he gave the fries back to seemed annoyed. I guess he was just supposed to shut up, sit down and eat the cold fries. He returned to his seat and waited for fresh fries but they never came. He approached the annoyed young lady and inquired about the fries and ultimately called his own order for fries to the cook staff. It was ridiculous. We finally had a conversation with the manager/Austin. Austin apologized and provided the excuse that some on the staff were new…how dreadful. We left the restaurant having had an awful experience. My husband asked for a refund which he didn’t receive AND we never got the fries!!! We never got the fries!!!! How sad…. For verification and training purposes, I recommend you pull your videotape to assess the condition of the restaurant and the attitude of your...

I was one of two customers last evening. The other customer was just starting to eat her meal when I sat down after ordering. I was there for a quick burger before my movie. After 15 minutes of waiting for my burger I had to leave. I didn’t know there would be a 20 minute or more wait. Is that usual?

I did not receive an update about when my food might be ready. When I got up to leave I just said to cancel my burger. One employee asked if I was sure, and I said yes and headed to the door. She then called after me in a sarcastic tone to “have a good night night and be sure to drive safe”. No one said that my food would be done in a minute or apologized for the wait or offered my money back. I could see they were filling several DoorDash orders, but I felt like an inconvenience. Oh, and I tipped 20 percent for the pleasure of the experience.

Walk in customers might be more patient if they were told before ordering that, while the dining area might be largely absent of customers, they were overwhelmed by internet orders, and there would be a considerable wait for their food. A heads up while waiting, getting an estimated time for their food might also make in-person customers feel as though they weren’t invisible. Sarcasm was uncalled for last night. I was the customer who was having to choose between eating or being on time for my movie, and I was the customer who was completely ignored after they took my payment. I have to tell you that...

Smashburger truly lives up to its name with their method of smashing the burger on the grill for that perfect sear and juicy interior. Every time I visit, I'm impressed by the quality of the ingredients. The burgers have a rich, beefy flavor, complemented by fresh, crisp lettuce and ripe tomatoes. The buns are always soft and slightly toasted, which makes a great contrast to the texture of the burger.

One of my personal favorites is their Classic Smash, which is a simple yet delicious combination of American cheese, Smash Sauce, ketchup, lettuce, tomato, pickles, and onion on an egg bun. It's a satisfying balance of flavors and textures that I find myself craving regularly.

The fries at Smashburger are also noteworthy. Whether you go for the traditional French fries, sweet potato fries, or the Smashfries seasoned with rosemary, garlic, and olive oil, they're always served hot and with just the right amount of crispiness.

The atmosphere of the restaurant is casual and welcoming, making it a great spot for a quick lunch or a relaxed dinner. Service is consistently friendly and efficient, which is a huge plus when you're hungry for a good burger.

In conclusion, Smashburger offers a delightful experience for anyone looking for a high-quality, gourmet burger. It's definitely a must-try for burger enthusiasts and a place I'll continue to return to for...