Smashburger

Poor service. Also after more than a dozen visits here, they just can’t seem to get orders right!

We love Smashburger and have been to several locations. We have eaten at this location a few times as it is close to our house. Tonight we ate dinner there. Greeted immediately upon entering the restaurant. The young lady who took our order was so friendly and thanked us for our service when I showed military ID. She also gave us a stack of coupons. She brought our food out, checked on ouse again later to make sure things were good. Then before we left, she came back to our table with 3 plastic cups, told us to bring them back any time we came in for free drinks. She said it was just a small token of thanks and appreciation for my husband’s service in the Army. I thought that was very nice. Overall we were very impressed. We are from small town West Texas, so moving down here is a big change and you don’t see a lot friendly folks! We’ll definitely be back!

First visit to this upscale burger joint.
Arrived about an hour prior to closing and there was no waiting to place my order.
Elected to order the BBQ Chicken with sweet potato fries and beverage.
After placing my order, it was repeated back to me a nice touch.
Rest room was clean and everything worked and soap and paper towel dispensers were stocked.
In a short period of time my food arrived and yes it was prepared as I had ordered it and was hot.
Why not five stars. …
Beverage station was dirty and needed to be wiped down.
Food is delivered in metal baskets and you pick up after dining.
There are receptacles to dispose of your trash. They make it very hard to dispose it your trash due to the narrow opening of the trash can.
The biggest issue is the noise level in the restaurant.
Loud music and the sound of the music and people talking make it hard to talk to others in your party.
There is a small seating area outside. Due to the temperature outside no users.
I was thanked for my business as I exiting the restaurant.

We absolutely love Smash! Stopped at this location on our way through town. Was greeted when we walked through the door by an exceptionally nice cashier, and our to-​go order was taken quickly. We ordered an avocado smash burger on an egg bun and the avacado chicken smash in a gluten free bun. Smash is one of the ONLY places that has consistently good gluten-​free buns! The lobby was mostly clean with the exception of a table or two which was being cleaned when we left and the floor by the soda machine was a bit sticky. The bathroom was clean which is a plus on any road trip!
So your wondering if all was well why only 3 stars? Well as in previous reviews there was a bit of an issue with our order which I didn’t notice until we were already back in the road. My burger ended up with a multi-​grain bun instead of an egg bun… Not that big of a deal BUT my husband is allergic to gluten… His chicken smash actually ended up with a half gluten free bun and half of the multi-​grain bun that was for my burger. Luckily I noticed the bottom half of my burger looked different before he bit into his and I was able to switch the buns to the proper sandwich so there will be no emergency room visits this time. If it weren’t for this mess up (since the gluten-​free thing being such an important part for my hubs) would have totally given them a 5 star review.

I love that this place is consistent. I walk in, know what I want and it always taste the same ans good. Dont forget the chocolate malt milkshake.

First time in a Smash Burger.
Very friendly staff greeted me when I walked in.
Food was good. A little pricey for what you get, but then it is not typical fast food burgers.
I would give a 5 of 5 rating if they had Tabasco on the tables.

So generally I’m a fan of smashburger but this one was kind of a let down. Ordered the big burger, got the regular and when I asked the girl at the counter said it was the big. No, it wasn’t hon but I wasn’t in the mood to argue. Girlfriend had a hair in her fries and there were gnats flying around the lobby the whole time. So underwhelmed by this location.

Love their smash fries with the rosemary!!! Their burgers have a good flavor and there smash sauce is great too! My first fried egg on a burger was here and it was fantastic. I wanted it over easy but they won’t cook them like that here. One of my favorite burger places in town!

Just like in my other review of this place, I definitely will state that Smashburger is not a place for the frugal. From my previous review as well:
These are not premade patties microwaved at your moment’s notice, and then given to you in Hollywood marriage minute… the food is prepared fresh, from fresh ingredients. Because of this, you can expect to pay a little bit more.
My 6 reasons to go this place still stands from the previous review:
1. I just really feel like turning off the frugal meter and truly feel like treating myself to higher end «fast» food… bad for you food… whatever type of dining you call this!
2. I have a coupon
3. I have a Groupon
4. Unilocal has an Elite event
5. Unilocal has an UYE
6. Someone is really bugging me to go there just because they haven’t had it in a long time!
This time was a number 3 experience, so I had this Groupon ready to go.
I decided to go with a chicken sandwich, rosemary fries and a shake. Even with my Groupon, I still had to come out of pocket to cover the overage!
This is high quality food, and they are going to make you pay for it… especially if you want high end ice cream for your shake. The taste is always consistent, and you can tell they use fresh ingredients. Because I was able to save a little money with my Groupon, I will not complain. Because they do not have a value menu, or combo meals for that matter truly, I will not frequent them!

I LOVE burgers, but this place is WAY too expensive for the size burger you pay for. They need to lower their prices if they want to remain competitive. For their regular cheeseburger rate, I can get a triple stack at Wendys, biggie size the combo and add some nuggets. Plenty of other burger choices out in Katy, so dont settle for this one.

I sent an email to Smashburger with my concerns over my last visit and they listened. When I came back to visit, there was a whole new staff. They were attentive and got our order right the first time. Management was completely different from last time and the service was impeccable. I’m changing my rating from 1 to 4 stars because of the changes made from our last visit 3 months ago. Glad to see that Smashburger listens to their customers!
Thanks!
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1 Star
I LOVE Smashburger, always frequent the one off Eldridge, so when I saw there was one off I10 near Pin Oak I was excited!
Put in an order for 3 burgers. Received 4 and only 2 of our orders were right. Sent it back because It had mustard, we didn’t want mustard. Came back it had mayo but no mushrooms. Sent back then spoke to manager. My husband explained again to the manager what had happened and she said «Yes, I understood that when you told me the 1^st time». We were like whoa? Are you coping an attitude? And she quickly apologized. Fixed our order after the 3^rd time.
As we ate, we overheard her yelling at her staff. They were getting all the orders wrong. We were there for 40 mins and saw 4 other people get the wrong orders, at one time one of the cooks slammed a bag of food on the counter. The service was pathetic. No one knew what they were doing nor did they care. The manager was clearly disrespecting her staff in front of the customers. It was so bad that I decided to write the corporate office. I really hope they get their act together.
As for taste… Not to Smashburger quality. Dry, no flavor. Onion rings were fried in clumps. Not what I’m used to from this place. Huge disappointment. Hope they change their staff and get their act together.

I want to give this place 5 stars!!! Really i do!
But to my defense, I came to eat here when I was sick :/​
BUT I DID LOVE MY BAJA BURGER!!! Or what I could taste of it :/​I love jalapeños …
I’d most def come back when I feel 100% better!!!
Love how they greet you when you walk through the door!!! It’s awesome. And I wish more places were as hospitable :)
Thanks Smashburger for the great experience!!!

Beer was good and service was good. Burger was nothing special because the meat was below average. Mighty fine burgers is better. Hop Doddys in Austin off of Congress is the bomb. Will have to find s burger place in Katy or will drive to Houston until I can get to Austin.

This place is really hit and miss. More miss though. I love smashburger, started going to the one on Buffalo Speedway for a couple of years now and have been to other locations around Houston. Well this location opened up near my home and I thought awesome!
Since it has opened and I have given it multiple chances but it is only getting worse not better.
The smashfries here are most of the time drenched in grease with little to no seasoning or covered in so much salt I could de-​ice the roads up north. The spicy baha is good but they put a dab of avacodo on it. The ice cream shakes are supposed to come with the tin to refill your shake but this location decided to not do that one day. The continually mess up your order and then take a really long time to fix it.
All in all this location isnt that good and does not represent smashburger well. If you’re new to this franchise go to the one on 59 and buffalo speedway.

Just ate here for the first time. Extremely disappointed. Ordered the avocado club burger. Got a sliver of avocado that was half brown so I took it off to eat. Which by the way it was so freakin greasy I only ate half. Also ordered the onion straws and they were close to being burnt. There were only 4 customer in there, including husband and I so how hard can it be to make some decent onion straws. It was also very special when the cookers from the back came to the front to talk to the employee of how he assaulted another employee with a hot iron bar he had stuck in the grease. Floors were completely disgusting. Had to dust off my own table because every single table in there was full of food and grease. Will never come back to this place and will be telling everyone I know not to come to this place. Really really hope I don’t get sick. Only decent person in there working was the cashier at the front.

I have been here a couple of times. They are very friendly and always helpful.
The cashiers know the food very well. They always help you when you don’t know what you want to eat.
The fries are very good also. I have been there on a couple of nights when they are very busy they have always said sorry about your wait we will be with you in a couple of minutes.
The milkshakes are very good.
The price might be high but it is will worth it.
The only bad thing is that they don’t take phone in orders.

Another great experience from the awesome crew at this location. Great service and great food!

I am updating this and appending my review because the manager reached out to me by message and understood my concerns. This says A LOT in my eyes and the fact that they took the time to stand by their product says a lot! Thank you for reaching out and because of this I will gladly visit you time and time again. Smash burger has done a great thing by standing by their name and products and I will gladly give them another chance!

They should have named it Grease Burger. I went at 12:30 on Fri and the place was nearly empty while there was a line around the building next door at Whataburger. I ordered the Baja burger and olive oil rosemary fries after waiting 5 min for the one person in front of me to order. Service was poor and slow. Burger was not assembled. The Guacamole was not on the burger and no utensils came to put it on. The rosemary olive oil fries were fried in oil then drenched in «olive» oil. They are more like potato sticks than fries. The burger was also super greasy. I won’t be back. For a $ 11 burger meal, I expected much more. Go to Five Guys and skip this place.

My 1^st visit to Smashburger in Katy was a disappointment. It lacked customer access WiFi. So we ordered just a big Smash burger to go. (no vegetables, just meat, cheese, bacon mayo & ketchup $ 7.57). Had this store provided customer access to WiFi, we would have stayed & ordered more food for family, drinks & fries, etc. When we got home in less than 10 minutes the tiny bottom half of the bun was a soggy mess. Food tasted good. But $ 8 is s lot for a soggy bun & no WiFi.