Smashburger

Reviews 12

RO

Roy M

This review is for the "To-go" feature, where you order online and then pick up. I would probably rate the in-store experience much higher, not perfect but very good. We (fam of 4) have utilized the "to-go" service 3 times. The first time we ordered, the food was ready but cold by the end of a 5 minute drive to NKU. The second time (a couple of weeks ago), we tried to time it better to by planning to wait a few minutes. When we got there, on a tight timeline (two kids, two busy parents, multiple activities in the evening) but with enough buffer to actually enjoy warm food. That time, the lady with the chest tattoo just said "havent gotten the order yet." Couldnt wait 15 minutes for the food, left called for refund after. Tonight, ordered at 5:13 (confirmation email available) and called immediately to say that wed be more like 6:25. No problem, they said. I have to say that theyre usually very friendly here, and weve eaten here at least a dozen times over the last 12 months. When I arrived tonight, around 6:25 (just as promised) the lady with the tattooed chest says that they dont have the order, "It hasnt come through." This is exactly what she told me the last time, and this time I just go to the car and call the wife, who told me shed put in the order. Wife emails me an email with an order #. I came back in the store and waited for the tattooed lady to enter some very frustrating customers order. I approach her after and offer to show her the confirmation of the 5:13 order, and the order number. She asks me what name it was under. I just guess that its under my wife, but it could be under me. There were 2 tables occupied in the restaurant at that time. She cuts me off to ask through the window for someone else to come up. During this time, magically food started appearing in the window. I actually checked my phone, and it was 6:35. I continued my statement that I could show her the confirmation of the order (with payment details) from 5:13, but she actually just held up a finger as if to shush me, with her back turned towards me. By the time of our first conversation, when she says "I dont have the order yet" I was sure we were going to have to figure something else out for dinner, so I didnt want the food anymore. But seeing those burgers just plopped in the window, seeing a greasy receipt (which indicated that they had actually received the order) produced through the window, and hearing/seeing the hushed tones between her and the lady that the tattooed lady asked to come up, you couldnt pay me to eat the food. My wife and I had already gone into figuring out how to figure out how to deal with their mistake, and werent going to pay for 2 meals. By this time, a party of 5 had arrived to get something to eat. Instead of taking their order, the tattooed lady decided to make malts for the aforementioned folks, while the lady from the back goes through some onerous process to get me a refund. The only apology, after repeatedly offering to show them the email confirmation, was "sorry, our computers are messed up in back." Clearly not messed up enough that they couldnt print a receipt. I drove away thinking "fool me once, shame on you, fool me twice.... Im an idiot. Fool me three times... heck, this is pretty stupid." I only write this because weve had really good service (a couple of college area mistakes) in the store, and thats the only reason we thought to get carryout from there. The level of professionalism in terms of actually working with the customer is just so low. The only response Ive gotten from the tattooed lady (twice!) when I inquired about my order of an hour or before is "we havent gotten it yet." When youve bought and payed for a thing and the person that has some responsibility in giving you that thing at the appointed time says basically "oh, hey, I got no problems, you do, order hasnt come in" somethings off. No apology except that the "computers in back arent working right" when we talked with them by phone... just ridiculous. Shush, you.

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MA

Mark Ryan

Really good food. The barbeque bacon and cheddar grilled chicken sandwich is awesome. Two major problems, 1 the line to place an order can be very slow because they make the cashier wait to take orders if the kitchen is backed-up rather than taking the order and letting you sit down so you end up standing in line rather than getting to sit down while youre waiting, horribly organized. 2 They have recently decreased the size of their buns which makes the sandwich harder to eat and makes your fingers a little greasy all in order to save 2 cents per sandwich very disappointing. One final point is that make you eat from these absolutely horrible metal baskets but they will give you a red plate as long as you ask for it.

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CR

Crisann McCloy

Poor service. We waited 3 minutes before anyone came out to greet or serve us. They just watched us from the back while eating whatever they were eating. Server seemed bored and annoyed with us, and engaged us as short a time as possible. Smash fries were off too -- it was like they were regular fries. Burger was tasty and of normal quality, so if thats what youre looking for its fine... otherwise... theres a Big Boys down the way.

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JO

Jonathan Stanwyck

The employees were very friendly, but either someone called in sick or they need to hire more people because it was absurdly slow as there were only two girls delivering food, taking orders, and cleaning tables. Our food was sent out incorrectly, but the wait to correct it would have been too long to be worth it, and it wasnt horribly so. Tasted good anyway.

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KI

Kim C. Huett

Loved my burger and fries! I like my burger kind of traditional with lettuce onion tomato and mustard. But when I can, I always add fresh jalapenos. I did that here, and they were fantastic with the burger. And vice versa. The french fries were delectable.

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JA

Jared P

Great place to pick up a burger and seasoned fries. My only beef (ha..) with this particular location is that if you order a milkshake without whipped cream, your cup is 3/4ths of the way empty. The Blue Ash location doesnt do this.

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CR

Craig Binder

Every burger Ive tried had been great but my favorite is the Truffle Mushroom Swiss. Customer service had been quick and amazing on all of my visits. I just wish there was a little more burger for the buck.

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PA

Patrick Verst

The food is always good, but a little overpriced for what you get. The staff is helpful, but not always the happiest or most welcoming. They have a decent variety of shakes, all of which taste excellent.

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ET

Ethan Welnicki

Although oily and a bit messy, I love Smashburgers unique taste. This location did not disappoint on that front, though the portion seemed smaller than I am accustomed to at Smashburgers.

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MI

Miles Walton

Awesome burgers at a fair price. It took 12 minutes to deliver our burgers and they apologized for the wait. I felt 12 minutes was quick. Great service.

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WH

why people

Staff was friendly. Kinda expensive, however the burgers werent cooked all the way. Red meat on my double and the childrens burgers too. Yuck..

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ST

Steven Hurt

Omg my first time here me my husband and uncle 28 dollars for 3burgers 1large fry and 3 drinks the most amazing burger I have ever had

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