Smashburger

On 12/17/2023, I visited the store at 7305 E. 35th Ave., Suite 165, Denver, at around 8:00 p.m. It was not busy when my husband and I arrived, there being only one other table occupied. After placing our order, my husband, paid the tab and provided a tip. We sat at a table and waited for our order. About 10 or so minutes later, the food arrived at our table. The fries looked very old, and I tried one. It was cold. I brought it out to the counter, and the woman on duty, who identified herself as the manager, Jenna, put her hand on the fries, agreed they were cold, and said she would remake the fries. I then returned to my table and tried the burger, which was also cold. I asked my husband how his food was, and he told me his order was also cold. We brought the food up to the counter and told "Jenna" we wanted a refund. The manager immediately lashed out, saying Smashburger does not provide refunds. I asked for her bosses' number, and she refused to provide a name or phone number, and screamed at me to contact the corporate office if I did not like it. For another ten minutes or so, while other customer's were trying to get their to-go orders, I continually asked for her bosses' number or the corporate office number, while she continually screamed at me and was, in general, extraordinarily rude and abusive. She finally erupted and screamed that I was to immediately leave her store. She did not provide a refund. Another customer who had received his to-go order while witnessing her tirade, waited for me outside and expressed his sorrow that anyone should be treated that way. I expect a full refund and that this "manager" be disciplined. My husband did record part of the interaction which I am happy to share. Do not, in any way, try to provide a refund in the form of gift certificates, as I will never, ever, frequent Smashburger again.

Great burgers!!

Consistently awful service. Store is always dirty, orders ore often slow and inaccurate. Although I live a bit closer to this location than the Lowry location, after yet another disappointing experience, I will from this day on go to the Lowry location which by the way has impeccable service. So sad the 35th Ave location can’t get their act together. They have lost my business .

Came with friends. The fries came out barely even warm, they were drenched in oil and rosemary to try and cover up their age, and no napkins are available so we asked for napkins and fresh fries. The burgers were fine. But when the fresh fries came, there was hair in bottom of the basket... I've worked in the food industry and I know things get difficult, and often the work feels thankless. But I also know that in my time working food service that if a customer has an issue with their food the store usually corrects it. In this case a minor mistake just grew larger. I asked for a refund after finding the hair and the man blamed me, my hair is almost 4 foot long but there was a short red hair in my food. He yelled at me when I was calmly talking to him and accused me of lying..between myself and friends we spent around $70 on this terrible experience and he wouldn't even bother to refund me for the disgusting hair. Anyways the burgers are fine but if you have a problem with your food, don't ask them to correct it or they'll put hair in your food. I don't even care about the refund the service here is awful, and I'm pretty sure the staff working this afternoon was on something. Also the man claimed to be the GM and literally spun in a circle when we asked if there was someone else we could talk to about it. My friend was really upset and grossed out. He wouldn't give us any store information, I went back to ask for a copy of my receipt and he didn't even print me the correct receipt. I honestly am disappointed because this has been my neighborhood smash burger for years, and we've dealt with the bad service for a long time. But today really got to me, how scary this guy runs the restaurant and encourages behavior that could get people sick.

Wow, the quality at this smash burger is unbelievably bad.

One of the worst-case restaurant experiences in my life. And I paid $50 for a wrong order. Employees fighting and after 45m no fries with old ones at the bottom of the bag like a tease. Burger wasn't even Smashed. It's 5am my family and I am awake with food poisoning. Thanks

Excellent customer service! Jenna is a pro! Great burger

I placed an order on the Smashburger webpage at 5.43pm yesterday. According the tracker a driver was waiting for my order. Around 6.22pm this driver disappeared from the tracker and it said again that my food was being prepared. Another driver’s name appeared on the tracker waiting for my order. Then finally around 6.38pm he seemed to be on the way to me. After waiting another 20 minutes I received a message from Smashburger that my order has been cancelled and I should get in touch with Smashburger directly. So I called Smashburger on Quebec Street and the rude lady said that she cannot help me. I should call doordash for a refund and then hung up on me. So I called Doordash and they referred me back to Smashburger customer service which was not available at this time anymore. I assume I will never receive my money back. Especially annoying since it was my first order for delivery here. I wanted to treat my son and myself after a long day. Unfortunately we had the hassle to run after information about our food, lost over $30 and had to go somewhere else to get our burger. Besides this waisting so much precious lifetime for running after my money back! So very frustrating!