ComplaintsforSmashburger
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Complaint Details
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Initial Complaint
06/08/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
During my military travels to *******, my family and I would often make it a point to stop at Smash Burgers, which had become one of our favorite eateries in the city. On 5/28/2023, we had booked a river architecture tour and decided to grab a bite to eat beforehand. As soon as we arrived, I inquired about the time it would take, as we had a scheduled boat tour to catch. Once I placed my order, I found myself standing in the same spot for an astonishing 35 to almost 40 minutes, waiting for our food. I even asked about the wait time, to which the manager assured me that my order was up next. However, after 20 more minutes had passed, there was still no sign of our food. With only 5 minutes left to reach our tour, I politely requested a refund. Unfortunately, I was met with a considerable amount of attitude, and to my surprise, they even charged us for the drinks that we hadn't consumed and had to discard. Consequently, we missed our tour, received no food, and this turned out to be one of the worst experiences we've had with that franchise.Moreover, I couldn't help but notice the lack of a well-organized system for processing orders at the restaurant. It appeared disorganized, which likely contributed to the delay in fulfilling my order. As a result of this negative encounter, I have made up my mind to never visit that particular establishment in ******* again.Initial Complaint
03/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I visisted the Smashburger ********* ,** ******** location.I buy 2 turkey burgers everyday .When I walked in today at 11am, I was told they couls not serve me because they had a Catering.I am ****** and demand the company send me a ***** giftcard I bought 20 turkey burgers altogther . I spent here dailyBusiness response
03/13/2023
BETTER BUSINESS BUREAU
PO ********** *****, ** *****
RE:
***********************
7614 *************. *********, ** 28227
************
*****************
The customer was reported by staff entering employee only areas of the building, creating fear of
physical contact with employees, verbally abusing staff and was reported to demand discounts on
purchases often. He is no longer welcome at Smashburger due to his behavior.
SINCERELY,Customer response
03/13/2023
Complaint: 19519073
I am rejecting this response because:
I asked them to send ***** giftcard as I spend about 200 on turkey burgers
Sincerely,
***********************Initial Complaint
12/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 11/27/22 I purchased a meal at the Smash burger at **************. I paid almost $15 for my meal. When I arrived home and started eating my meal. After a couple of bites, I felt something hard to chew in my mouth, I saw that it was several parts of brownish paper in my cheeseburger. This sickened me, I immediately called Smash burger and spoke to Asia about what happened. **** informed me that the General Manager would call me right back and she took my phone number. I waited all day on 11/28/22 but received no call. On the evening of 11/28/22 I called Smash burger again and spoke to ******. ****** seemed surprised that I received no call and said he was given my number. ****** then told me the General Manager name is **** and she gave me his number. Immediately I called the number. The phone was answered, I asked to speak to ****. He said what is this about? I told him who I was, right away he said that I have the wrong number and he hung up on me. I called Smash burger back and ****** confirmed the number is correct. ****** then gave me the Corporate number and told me the person in charge is ***************************. Right away I called and spoke with ********************, he told me to send him a picture of the papers found in my food and my receipt, he would check the cameras to see what happened with my food. I did send him a picture of my receipt and the parts of the paper found in my cheeseburger. . ******************** emailed me back stating that he would look into what happened, he also said that he would send me vouchers which I never received. I waited to see if I would receive the vouchers to replace my food. After not receiving the vouchers, I emailed ******************** regarding not receiving the vouchers and that I would like a meal replacement or a refund but he did not respond.Customer response
01/04/2023
To whom it may concern,
I would like to inform you that the my complaint with Smash Burger that I filed on 12/01/22 has been resolved thank You.
Sincerely,
*********************************
Initial Complaint
09/18/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Smashburger recently changed it's App. I had a number of gift cards loaded onto the website. They cancelled all of those gift cards without any heads up and then reissued a single digital gift card that supposedly included all of the money from the ones I had loaded up. I am pretty sure it came up short by a significant amount but since this all happened without any warning, I have no way of varying how much I was shorted. On top of that, it seems like the new app will not allow me to load the gift cards back on to my account. I am EXTREMELY upset. I am pretty sure I was cheated out of some money (up to $100, but not sure) and now what gift card I do have I cannot seem to utilize efficiently. Horrible decision on the part of Smash burger to do this. They turned a loyal, regular customer into a very unhappy one.Initial Complaint
09/17/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
To whom this may concern,Hello. I'm writing to Smashburger to once again request that my Smashburger account under the email address attached to this communication, be closed and deleted. I no longer have use for the account and wish that my privacy rights be respected. I have attempted to communicate with Smashburger multiple times about deleting my account, including using the privacy communication email address ************************************* and my requests have been ignored. I will be exploring legal action against Smashburger **** in a court of law if my request is not completed, and the company continues to act unprofessional in this matter. The best way to resolve this without getting an attorney involved against your company is to respectfully delete my account. Please do so, or we will hash this out in court, due to me done playing games with this company.
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Customer Complaints Summary
8 total complaints in the last 3 years.
2 complaints closed in the last 12 months.