Smashburger

mariann sidor

I had an awful experience at the smashburger in Pompton Plains earlier today, July 21st. I placed an online order at 4pm to be picked up at 4:45pm. It was just two items, a burger and a milkshake. I got inside the restaurant at 4:41pm and fully expected to wait a few minutes for my order. I was a little surprised the order was ready. As I was leaving, I checked the burger and noticed it was barely even warm and the receipt on on the bag said 4:29pm, which is when I assumed the burger was made. I walked back to the counter and told her the burger was cold and wanted it remade. She called someone in charge, I presume the manager and told him the same thing. I also stated that the time on the bag was 4:29pm but I wasn't picking up my order until 4:45pm. I told him I didn't want the barely warm burger and that I wanted it remade. He told me that he could not do that and that there was nothing wrong with this burger. I told him that I do not want a cold burger and that I would like it remade and that it should not have been made at 4:29pm and left sitting to get cold. He told me that was the policy that food had to be made 15 ahead of time, which I do not believe. I simply stated again that I didn't want the barely warm burger and wanted it remade. He told me, ok I can do this one time for you today but not in the future. I told him, don't worry because I will never order from here again with this horrible customer service and attitude that you gave me. What an awful experience from such a popular food chain, making me feel like I did something wrong requesting the order at a certain time and when they serve me a barely warm burger give ME attitude when I nicely asked them to remake it! Unreal!

Bella Polizzi

besides the extremely terrible service, an absolute disappointment. my burger is completely messed up and not what i ordered along with the fact the bun on my burger is completely burnt along with the burger itself. fries are soggy and disgusting. along with it being super sloppy and getting all over the place.

Sazzie Zer

Very good burgers. Wait time is not bad. Service was good. We will definitely go back there again soon!

JoJo S

We have been here for years and would have good days and off, something left off the order- but food is always delish (even my kiddos love the haystack onions over fries). Today was very nice and we’ll be back. While taking my order the team member went and checked when I ordered Iced Tea and let me know they were out. Very nice- he offered to make me more if I needed, I declined as there were other options. Then a different team member hand delivered napkins and ketchup and asked if we needed anything. We didn’t at the time- later he noticed one of my young daughters was having trouble eating her lunch, so he introduced himself to me, and girls. Said it it’s okay with mom, he would like to give them ice cream if she ate her lunch. It worked. I appreciated how kind and generous both of the staff were and made us feel comfortable. It was very clean too.