Smashburger — Restaurant in Westwood

Used to be my favorite burger joint. That is until I placed an order through their app one day and they forgot my soda, of which I ordered 3 and they forget then all, but that's not all. I called to tell them about it, they have me the manager who said, I'll put a note on your account that next time you come in you can get your sodas. With the current pandemic, next time I go into the store could be a year... And 2 other stores I had this issue with made up in the following ways, one refunded new what they had missed from my order and the other sent someone it immediately to bring me the missing items.

Here I get a promise that needs time I go in, I'll get my sodas.. That is sooo helpful.

Literally 2 days later I order from them again. I order 3 sodas again and I put special instructions on one saying, please don't forget sodas again. Hoping this would make them notice the note and not forget and it was 2 days after this had happened so you think they would have been now careful preparing the order.i even try and call the store before my order is picked up and I get an automated message saying that they are too busy attending to the customers in store to answer the phone and I can go to the website for any questions or try again later. Not sure how they were busy attending to customers inside as this store location is very small and with the current covid-19 guidelines they would have at most 5 parties inside during rush hour.. Which this was not. It was around 8 pm.

My order arrives and they have forgotten the sodas yet again. I try following up with a call only to get the automated message again.

I gave feedback on the app saying that this is unacceptable 2 times in a row and so close together. I get a response where in ordered two entrees next time I'm in store. Something that may not happen for a year. A week goes by and no reply to my answer saying that this is not helpful as I probably won't be going in store for a year.

Sorry smash burgers, this location and your response to customer issues have made you bottom of the list for burgers for me. And that's a large drop from the...

This place was ran so well 10 years ago when Israel was the manager. Now it turned into garbage.

I placed an online order at 7:13. It said pickup 7:30, then delayed to 7:40, which okay normal, dinner rush. I went in 7:41 as the app said ready. The lady at the pickup counter who packs the orders said they are working on it, so I waited. Other customers around was furious commenting about where their food was. After 10 minutes of me waiting there it was now 7:51, the lady started to ask the chef where the burger was for Kayla. The burger chef in an aggressive tone said he working on it giving attitude to the lady who just asking. Then an order that someone placed at 7:30 was done at 8. The lady realized this customer ordered 15 minutes after I did and it was ready. So the lady started to question why are other customers who placed after getting their burgers when I ordered a burger too and was waiting. The chef was arguing and stating she was wrong with the times. She went behind and showed him, he showed no empathy or apologies for his behavior and basically saying she’s lying. This chef was also only on the burger station. He was wearing gloves, but had his cell phone in his hand majority of the time. He did not switch gloves. Customers saw him texting, calling, and showing another chef stuff on his phone. That violates health policy significantly. The lady is still advocating for me even when I did not push it, I just patiently was waiting. 8:11 comes and he finally gets the burger done. She apologizes and hands me the food. I get to the car open up the food as I ordered it a hour ago. The fries were freezing cold and soggy and the burger was raw. It was so pink on the inside. Not an apology from the burger chef who I believe name was Dylan and was also the manager. The lady at the pickup counter/ packaging the food was absolutely amazing and should take over that manager position as she was more professional and...

I was a first time visitor and this place is awful! I was the only non-employee in the whole restaurant at about 12:15PM on a Wednesday and it took several minutes for someone to come out and take my order for a dine-in single Smashburger, fries and a strawberry shake. I received my burger and fries at my table a couple minutes later, but there was no shake. I reminded the person who brought me the food that I also had a shake. She responded to the effect that she had been too busy to make it. I assumed she was now going to make the shake, since I had ordered and paid for it. She then went back to the ToGo area and started putting together food for the DoorDash people and take-out orders. She also took another person's order who walked in. After 5 minutes of waiting and seeing that the server had no intention of making my shake, I went up to where she was by the ToGo area and said "Can I have my shake"? She started screaming at me like a lunatic telling me she is the only one there and she didn't have time to make it. Finally, a manager came out while she was still screaming at me and when asked what happened, she said I started screaming at her for no reason. She kept coming after me and trying to get in my face until I told the manager he needs to get her away from me. I then asked the manager for a credit on my shake and purchased a coke instead. I then sat down and ate my food and drink. I will never go back to this store or any Smashburger again. I have never had an experience like that in a restaurant in my life.

In regards to the food itself, it is mediocre at best. The burger seemed tasteless and would be impossible to eat without a mound of napkins available to wipe away the messy condiments. The fries are the shoestring fries you get from the frozen section of a grocery store and are just OK. As stated, I never had the chance to try the shake. Note: Five Guys food is 10 times better...