Smashburger

This was my first time visiting Smashburger and I really really wanted a milkshake.
If you're dining in, they give you a number to take and you set it on your table.
Someone from the restaurant will bring you your meal.
Cookies n Cream milkshake overall tasted a lot like whole milk, which I really didn't like too much.
I wish that they would've added more Oreos to the mix.
However, there's a lot of seating if you are just looking to sit and enjoy your food in there after shopping at Gateway all day.

The food was amazing but the wait was long.
The place was very clean.
The salad was fresh.
And so are the burgers.

When I came here a month ago, the line was out the door and the manager kept coming out and making the announcement that their system was down for a while and just came back up so they were behind on their orders.
I thought that it was good that the manager was being proactive and trying to manage the situation, but I really did not expect to wait over an hour to get my food. I figured this was an isolated incident, but judging from the other reviews it doesn't seem like the kitchen and staff are EVER ready for a crowd. Although the food was AMAZING, it was hardly worth the 1 hour and 20 minute wait time.
Also, their fountain machine wasn't dispensing any ice and the drinks themselves were also not very cold so you pretty much needed the ice. The restrooms were also in pretty poor condition.
Whether or not I would return here is 50/50.
Although I would love to eat the food again, I'm not sure if it would be worth it.
I have a hard time deciding whether or not my experience this time was an isolated incident or if the restaurant is frequently like this. Another thing to note is that people who aren't even eating anything will just sit and wait for their food and take up seating space.
I can understand if they're just holding a spot for themselves or family members/friends, but there were MANY people who were taking their food to go and just wanted to sit while they wait which was really bothersome to the people who actually wanted to dine-in and had nowhere to sit.
Not really the restaurants fault here, but the fact that customers are also so inconsiderate made this experience even worse.

Owner response