Smashburger - Pompton Plains

The service was abysmal. The server was clearly not trained to run the front itself. She gave us our food without fries. I don't think they were ready. We stared in pure mourning when they made several orders for each filled with frits. We remembered this girl twice and both times she goes to the manager (food preparation) who puts a cup of frits under the heat lamp. The frits are seated as the server provides more jobs (use friars). I have 5 years of customer service and the patience of a saint, but that was reddish. I told the young lady that I only wanted to remove the frits from the check and go over my day (I can add in a courtesy way without raising my voice or changing my tone). The panicked server takes the manager from the grill. I tried to ask him to remove only the price of the Pommes, and he did not plead with me. I explained my situation and how I and my whole party ended our meals sans fries and no longer wanted to wait for some after the food fries. The manager offers free food and other items until I finally ask him, are you not allowed to repay a transaction and he nodded a sad yes. I did not find out if he was not allowed or was not allowed, but either this was a defeated soul. I asked him what's ready and he said he'd have pommes ready and he'll get them right away. Dude places fries in a cup and says to his front end females give those guys over there. She nods and I child that we don't see how she gives two more orders before she leads the fries to us. In all fairness the food was excellent. I imagine the fries have paired well with the burger. Short staff or not your employees need to be trained better before they stay for themselves. As an amateur complainer I mean Google reviewers I can say that this keeps the current record for the worst service I've ever had (I checked that).

Food is great! Service super! But please invest money in better plastic cups mines just broke up the top.

The burger was good! They taste more of the sauce and the blows than the meat, but it was good. The pickles were great, the staff was friendly, and they have a DAIRY FREE shake that tastes soooo amazing. I couldn't even say it was milk-free... seriously... soooo good. I drank it too fast to add a picture.

I had a terrible experience in the smashburger in Pompton Plains before July 21. I hired an online order at 4 a.m. to be picked up at 4:45 a.m. There were only two things, a burger and a milkshake. I came to the restaurant at 4:41 and expected me to wait a few minutes for my order. I was surprised that the order was ready. When I left, I checked the burger and noticed that it was hardly warm and the entrance on the bag said 4:29, which is when I suspected that the burger was made. I went back to the counter and told her the burger was cold and wanted him to be made new. She called someone, I suspect the manager and told him the same thing. I also said the time was on the bag 4:29, but I didn't pick up my order until 4:45. I told him I didn't want the barely warm burger and that I restored it. He told me he couldn't do this and that it had nothing to do with this burger. I told him that I don't want a cold burger and that I would like to have done it again, and that it shouldn't have been done at 4:29 p.m. and was left to sit to get cold. He told me that it was the policy that food would have to be made 15 before the time, which I do not believe. I just said once again that I didn't want the barely warm burger and wanted him to be made new. He told me, okay, I can do this for you once, but not in the future. I told him not to worry, because I'm never going to order with this terrible customer service and this attitude you gave me. What a terrible experience of such a popular food chain, so I feel like I did something wrong that demands the order at a certain time and if they serve me a barely warm burger, give me an attitude when I asked her nicely to remake it! Unreal!

I've been to smash burger many times at different locations and the food is always spectacular, but in the pompton plains NJ location the customer service was outstanding. James is the best! Also, the Colorado burger is the best burger out there.