Smashburger — Restaurant in Westminster

I had my first ever terrible experience with Smashburger. I ordered for doordash pickup for 3 burgers, tenders, tots, and a shake on 7/31. I get there and the order wasn't ready for pick up so I was told to wait. 20 minutes after my pickup time exceeded I get told my order was given to someone else. Mind you I've been sitting for a while and was told my order was 3rd in line. Idk what happened but I guess the kid misread my name and just gave it to the first person that stood up and didn't confirm the name on the phone. So anyways I didn't find out until that 20 mins. The cashier tells me the order issue and that it would be remade because what else should they do right? Wrong. I get the number to call doordash, guess what it was the actual stores number, not doordash. I had to find customer support with door dash and request a refund. Anyways 45 mins pass and I get the refund and the shake as part of my order that I assumed would be remade. I continue to wait. 1 hour in now is when I ask for a manager because I got great patience and also because I've waited this long, why else would I leave? Turns out my order wasn't being made at all since it was through doordash and wasn't ordered through the store. What kind of customer service is that to make me wait an hour for nothing? I was offered 10% to reorder the meal. I have a wife and daughter waiting for food so I order anyways because I want to get this over with. I've been here an hour and 20 minutes so far in total and I was only offered a measly 10% for this experience and told that the issue was above the managers pay. I'd like a GM or the franchise owner to respond as this should not be how you treat a customer. The manager needs better customer service training on learning how to make things right regardless of the financials. He literally told me he'd lose money for the store further if they remade the order without me paying. It's literally just 65 dollars for a hundreds of thousands dollar business. What...

Poor Management & Service.

I can't comment on the food quality because we weren't even afforded the opportunity to order, so I'll start there.

Arriving at 3:00 PM, admittedly after the usual lunch rush, the restaurant was still relatively buzzing with activity. Upon walking in me and my girlfriend were fourth in line, behind 2 individual people and a family of 4, so 4th in line. We were told right when we got to the register to order (after the previous 3 orders were taken before us) that they had decided to halt food service for the next 30 minutes because "the cooks are on break." It was a bit confusing to see an open and operating establishment, turn away customers, and leave them without the option to order for such an extended period.

No prior notice or indication was given that this hiatus in service would occur. It raises questions about the management's foresight and consideration for their customers. It's basic hospitality to ensure that there's a plan in place to handle breaks without disrupting the entire food service. As unreliable as McDonalds is, THEY can atleast manage this.

Overall such a disappointing experience, sat in line for almost 10 minutes only to be turned away because of poor management. I hope this review reaches the establishment, as I cannot imagine this bodes well for the...

This smash burger has the kindest employees I have ever encountered at a fast food restaurant. I called ahead and talked to the manager to ask him about their kids eat free Wednesdays. He went above and beyond in helping me figure out the total cost for two adult meals to get two free kids meals, prior to us coming so that I could make my kids spring break an extra fun time. When we arrived, the lady who placed our order was Tavrina. She went out of her way to help us with our order, and even came to our table with their special seasoned fries (complimentary) since we had never tried them. My kids and I fell in love with their special truffle fries, and when she came over to our table to see how everything was, my daughter let Tavrina know she actually never got to have any. So Tavrina offered to take her fries and sprinkle their special truffle seasoning on top and then even added some fresh ones to her basket, again on the house! I will say that not only was a Wednesday Affordable and delicious, but the staff made our experience even better and would make us wanna come to this location again! Thank you Tavrina & the manager who both went out of their way to make us have such an enjoyable spring...