SmashBurger

We tried to order two double smash burgers, two large fries, and two single smash burgers at 7:35pm. The manager told us that it is going to take 1 1/2 hours to 2;00 hours to make. We said that is ok we would still like to order and we will come back to pick up our order. He said we close at 9:00 pm so we can’t take your order. I don’t think that was right to make excuses and then tell us he can’t take our order. This is terrible customer service. I think we will have to stick with Five Guys or In and Out Burger. I’m very disappointed with your company.

Mike

I am filing a complaint in regards to Store#1158 on Laguna Blvd at the occurrence of 9:22pm. Our Host was Nevaeh she let us know as we were ordering that they were out of Bacon, lettuce, and the shake machine being down when we mentioned shake flavors. So I ordered a brisket burger to supplement the missing condiments only to be told that they were out of brisket as well. to A few minutes in as we are waiting for our meal we notice an employee making shakes for the other employees to go. And once we received our two burgers and One fry we saw a large group of guys come in to order food. Your employees at this store quickly told them the same thing that they told us.. "as they are still making shakes" and told them the fryers were off. The other customer attempted to order a fry and they were making it known that they didn't want to bother turning the fryer on. They as well wanted a shake and the employee in the back Nevaeh told the other cashier to let them know they are out of shakes and then laughed. Keeping in mind the store doesn't close until 10pm and they told them the fryers were off at 9:30pm. The employees already began closing the store by the time we arrived and continued to do so. As we were eating we watched the employees playing around in the back and in the view of the customers. As a current associate in the fast food chain such service would not be permitted especially not in the view of the customers. We felt disrespected and rushed while we ordered and waited. They were desperate to close the store early and clock out by the way they were serving the customers. Due to the disrespect we received in the store we are requesting a full refund of order.