While walking around the Gateway Center, we decided to grab a quick dinner and decided on Smashburger. The place had a line and filled with people, so seemed like a popular spot. I ordered the Scorchin' Hot Crispy Chicken Sandwich ($8.99) while the fiance got the Double Classic Smashburger ($9.99). We also each got a fountain drink ($3.29) and an order of Tots ($3.99). It's a bit weird that they don't have combo meals, so each item added up. I don't usually order a drink, but liked that they had some fruit tea options instead of your usual soda. Unfortunately, everything else fell short. It took 20 minutes for our food to be ready. When it arrived, I wasn't too impressed with the chicken sandwich; it was so basic with two fried tenders between buns, that's it. The smashburger looked better, but it wasn't all that special. Overall, just a let down along with a long wait. Plus, they also didn't offer napkins. How can you not have napkins for your costumers while eating food with your hands? read more

Smashburger - Double Classic Smashburger. - Burgers Near Me - Brooklyn, New York

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If I could give zero stars I would. Been waiting over 40 mins for my order. The soda machine is not working made multiple complaints other patrons have as well. They keep saying it'll be good in a few minutes. This place needs new management or to be closed down. They only seem worried about online orders which are all getting flat sodas in their order. It's actually kind of ridiculous. The staff is really nice though. Other than that this place sucks go else where. Panera next door would be a better choice. Ending up getting my food at 3:06PM soda machine was still broken. read more

Smashburger - Burgers Near Me - Brooklyn, New York

Just close the store!!!! Why should I wait for fries, when a group of four came in after me but received their order before me. Make it make sense. read more

Who is the owner, manager of this place because the service is horrible. Stood at that register for 10 minutes before someone came to take my order, mind you a staff member walked past me twice and didn't a word. We literally waited 40 minutes for our order and they still messed it. Luckily we always check our orders bc we would have got home to find that we were missing 2 fries. I ordered a salad and had to ask for ranch, in which they only fill the small cup under half way. I asked for more and their faces clearly showed that I was bothering them. When I say never again I mean that with my whole heart. I don't know how the owners not seeing all of these bad reviews and nothing has changed read more

Me and my girlfriend was trying to decide what to eat i was trying to get her to try smash burger for the first time because I was highly recommended and I don't understand why it's a food establishment where im standing there waiting for 10 mins deciding what I want to order then I am informed that they aren't taking orders because they're back up but the kitchen does not look busy at all they need a new system and need to hire more people this is extremely unacceptable i was told come back in the hour huge waste of my time this is totally unacceptable now I have deal with my girlfriend's attitude and mouth send help smh read more

My second time having Smashburger since last year and my experience has gotten worse with this location. The staff are nice but they have to be because you have a lot of hungry customers waiting along time for their food. What I seen so far is that staff is very unhygienic. There was use of mobile device, use of cash register and touch of door and face. With the 40min wait not once did I see staff wash their hand. Another thing I observed is that the staff that was on the grill start to take customers orders while 2 staff wasn't doing nothing. People waiting for their orders was questioning why there was staff not helping out with getting out orders faster. At this location it seems the staff have horrible teamwork. And they had no straws... I don't usually leave reviews but this Smashburger location, I just had to. read more

Food: Great taste. Service: Whoever hired these petty, disrespectful, selfish employees who can't get anyone's order right and had 'em getting refunds by the minute should be ashamed. This alone should have y'all this particular establishment going under. Ambience: Rather cozy. read more

Smashburger - Burgers Near Me - Brooklyn, New York

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this was actually such a let down the workers are rude the food is eh it's took literally 10 minutes for someone to even take my order and we were first in line they just kept walking past you not to mention the wait time 30 min for a mid burger save your time and money and go literally anywhere else read more

I enjoyed Smashburger there was a lot of good food and drinks. I would go there again.

The wait here is unnecessarily long and last few times I've been here the food has been subpar from the turkey burgers being overcooked and dry to the fries being cold. Today was more of the same. I had to wait 22 minutes for a burger and fries. I requested fresh fries and I was served grease with a side of fries. I didn't feel like changing them again because the cook making the fries had an attitude that I actually wanted fresh fries and not the ones that were under the lamp for more than 5 min. He dumped my fries in the container without draining them I like Smashburger but I think I'm done with this location. Its not worth the hassle. Hopefully the location on Flatlands is better. read more

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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. read more

Smashburger - OREO COOKIES & CREAM SHAKE - Burgers Near Me - Brooklyn, New York

First time eater here! This review is for over the summer btw. Late review. Ambiance - ok so it's your typical fast food chain restaurant setting. During the summer in this location though, there were soooooo many bees. I'm one of those people that have irrational fear of them. (Well maybe not too irrational since I'm allergic to them. Just not deadly, but painful and uncomfortable for weeks. A huge bee actually got inside and hung out on the wall for a long time. Oh man I cannot. Service - it's your typical fast food place. Can't say much. Food - the winner of the fast food smash burger best item on the menu award goes to the Brussel sprouts! Oh man that was scrumptious. The brussel sprouts are crispy with the right amount of sauce/flavor. I almost taste a little nuoc mam in there. (Probably vinaigrette with a bit of sugar) Burger was a good looking smash burger. Onion rings were a bit oily, but still bomb. 8/10 - I'd recommend if you're hungry and in the area craving for a good burger meal read more

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It takes so long for service and they say 2 minutes then it turns into 20 never coming again

My experience at the gateway location was horrible. The staff that was servicing me was very rude to me. She told me to move out of her way and look me as though I was nobody I assumed veronica was the supervisor in charge but didnt correct her staff. I was be little by the server. I waited for my food for more than 15mins. read more

I love to go smash burger when craving a good burger I feel like we don't have that many good burger spots left available anymore . But this definitely on my list not only are burgers super juicy in flavor they also chicken options and amazing milkshakes. Service is always extremely good and food is always super hot and come out very fast definitely a place you should check out read more

Terrible customer service. Stood in line while the staffer continue to take online orders and tell us that she was severely understaffed. After waiting a while asked if I could use the restroom since she was busy and couldn't get to our line and she told me no I had to order first. Asked if she could start taking our orders and she said she was busy and she would get to us soon so we were expected just to stay there and wait for her to get to us and not even be allowed to use the restroom while we were waiting on them. read more

The food was not worth the wait. The service was ok but they need to work on serving customers faster. My wait was 30 minutes for a regular fries and 2 chicken tenders. I would not recommend. The ambiance was people were getting upset claiming they will start a petition because there wait for their food was so long. The fries seemed burnt. I am never going back there again. Thank you for reading. read more

Excited to walk into a smash burger along the way to this mall but soon realize why there was only 3 stars to this place after we ordered and sat down. Very slow kitchen. From the time we placed order to sitting down its been 25 mins until we got our food. Also gave us the wrong order. This was supoosed to be a fast food joint. read more

Smashburger - Burgers Near Me - Brooklyn, New York

When it 1st opened, it was good. It's been all downhill in the last 3 years. Ordered a Truffle burger which I usually like from other Smash Burgers. This burger was burnt, flavorless and so dry. I don't know whst happened to the Gateway location, but I can see it closing it's doors very soon if management doesn't get it together. Very disappointing. read more

Order a chicken burger and it was a total dissapointment. No tomatoes. Presentation was aweful.

As the we (the customers) walked through the door we were greeted with,"20 minute wait time!" It sounded like we were being discouraged from ordering. The kitchen appeared short- staffed. Although this may have been the issue, myself and the 2 other people who stayed and ordered food could have been greeted a bit more welcoming. We didn't cause the stress. read more

Delivery driver took over an hour to arrive with my food so it was ice cold by the time I got it. After I reheated my food the burger was okay but couldn't finish the fries bc they were bland and dried out (they're usually good so I fully blame the delivery person) Can't get over the fact that it took this man dumb long to arrive w a burger and fries and then had the gall to take a picture of my food as I'm standing there waiting for it. Next time I'll just take the drive over to Smashburger read more

BAD CUSTOMER SERVICE. I went like 3 times already unfortunately I like one of their shakes. There is a guy there at the cashier (also making shakes) he can see a whole line of people waiting and he takes FOREVER to make those shakes on purpose. And no he is not new here. read more

I probably wouldn't order ahead again because it caused a lot of unnecessary confusion (and left me worked up for no reason). The food was solid (per usual). I don't wanna completely hate on this location just because of a bad pickup situation, but it definitely left a nasty taste in my mouth. (And if the order says it's ready, it's probably not) read more

Tasty mushroom and swiss burger. I had the single. I would get it again. Also haystack onion rings as a side. Store might be understaffed. The lady working the register alao had to pack the food for the IRL customers and the internet orders. My rings sat and sat on top getting cold while she took new orders. Maybe they would have tasted better if they weren't cold. read more

Smashburger - Mushroom swiss burger - Burgers Near Me - Brooklyn, New York

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Want the best seasoned fries!! Smash burger is the place, once I'm in in gateway mall I must get my smash fix. No mAtter what time of the daY you go in, it's always filled with people. The wait is aLways worth it. Excellent customer service. The peanut butter shake is Devine. Definitely worth going there read more

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I felt it was a good experience. I didn't have to wait long for my food and the customer service was wonderful (Which is very rare these days). As for the taste of the meal itself? It was underwhelming if I'm being honest. I'm not sure why this happens, but the fries didn't taste fresh and they're never hot. The peanut butter milkshake was a bit watery, which is unusual for Smash Burger, because their shakes are always awesome! Overall, I had a pleasant experience, but I'm not sure if I would eat here again, as there are cheaper options in the area where you can definitely get more bang for your Buck. Amazing customer service though. You could tell that everyone was really trying their best and I appreciate that a lot. read more

Great owners great cantering and amazing burgers chicken and fries in Poughkeepsie. Randi and Hugh read more

Many folks' reviews are complaining about the wait time and that is my complaint too and all I ordered were 2 milkshakes. The shake guy just stood there hanging for a few minutes. Then he began to work on our shakes. Apparently it's really tiring work as he took several breaks, one to sip his own drink and the others to chat and to "help" the cashier when there were others already helping her. It takes a lot for me to complain so when 15 minutes went by, I approached the shake guy but didn't have a chance to say anything because he then proceeded to fill our order. All that just to get the wrong flavor of shake. I wasn't about to wait another 15 minutes so I left with the wrong order. Good thing I like all flavors. Also, the bathroom garbage was overflowing. Not coming back. I'll just walk a little further to Five Guys. read more

Ordered lunch online while waiting for family members to shop. Order (truffle grilled chicken sandwich and onion straws) was confirmed online by restaurant to be ready in approx 10 mins. I waited in the restaurant for 30+ mins before my order was ready for pick up. At the same time, another online order was placed for two milkshakes. 30 mins later, with no progress on the order, I requested a refund. Manager got involved and tried to "educate" me on the store policy of customers announcing themselves to the restaurant for order pickup. Meanwhile, absolutely no signage anywhere mentions that. So, myself and all of the other customers chuckle at the customer "education" suggestion from the manager. He did give us a full refund, but we lost an hour of time never again to be recovered. The only education that came out of this experience is, we'll never return nor recommend this establishment to anyone. My sandwich, of course, was cold by this time and still no sighting of the milkshakes. If you value your time, just don't come here. There are plenty of burger and chicken sandwich options all around that have more visible and established policies than here. Including handling milk shakes to go/pickup. I recommend that you choose a better option than here. read more

I love smash burger and always had a good experience at the gateway mall location. My most recent visit was stellar as usual except for the cashier. I don't know if she's new but she was too busy being on her phone and seemed bored and bothered when taking orders. The last cashier I had male, black was so exceptional I tipped him $10 and I wanted to fill out the survey but I lost my receipt. The girl who was there this past Friday needs some training in customer service and responsibilities. Now the food is pricey but delicious. I love their truffle mayo and often sub for it on my burgers and get 2 sides to dip my fries in. Definitely go pick up or dine in delivery is a disaster. Food always arrives cold. Probably more on the delivery companies fault then theirs. But since their prices are even higher on delivery sites it's not worth the disappointment. The portion of fries are a little skimpy in my opinion. But I love the smash fries they are tossed in rosemary, olive oil and garlic. I can eat a large alone with my burger. The meat is fresh and tasty. I love their milkshakes. I like mines thick and the girl who was there this past Friday was excellent. She had a ton of milkshakes and she banged then out and was efficient and clean. My mother drank her first milkshake while we waited for our food and ordered another. I should've gotten her name as I love recognizing people who are great at there job. They use Hagen Daz which is a quality commercial brand in my opinion. I just wish they had more flavors. The chicken tenders are okay. The blue cheese is a watery mess and I threw it out. I ordered the 3 piece which was almost $9 for delivery and one of the pieces was tiny like it came off a full tender. So I popped it in my mouth. Imagine my surprise when there was only 2 tenders left in the box. Look at the picture to see they was actually trying to pass off a piece of popcorn chicken as a "tender". I wouldn't get the tenders again. I usually start eating my food as soon as I get it. The food gets cold super fast and occasionally spends longer than it should under the heat lamps that don't seem to work ver well. There is a long wait for your food. One time I waited over an hour for a to go order, I placed when I arrived. I expect the wait and don't mind it. They needed a better system for to-gos vs dines in VS deliveries. The packaging station is always overwhelmed. They recently added wings to the menu. I'm scared to try them. As I think they should stick to what they do best. Burgers, fries and shakes! read more

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I have eaten from this location many times. The food is good and location is clean. The Manager whom I interacted with on several of my visits is a hard-worker that makes sure everything gets done. Most of the staff I interacted with are nice read more

I can't stand this location!! I ordered from the Gateway store via Smashburger App. When I got the notification my food was ready, I proceeded to go to the front to pick up my food. The lady explained there is a 40 minute delay and apologized but I needed to wait. I waited another 20 minutes and then informed her I couldn't wait anymore, and I would need a refund. This is when things got sketchy! The lady told me to go the register and the cashier would refund my money, but then she ran to the back of the store, came back to the register, before the guy could pull up my receipt, and proceeded to let me know her manager processed the refund. Please give it 3-5 business days, is what she told me. (BTW this occurred the Saturday before Christmas.) I said okay and left the store without getting the receipt. Fast forward to the 2nd week in January and I check my account to see if the refund was processed. Well, surprise surprise.... no refund! I called the store. The rude person I spoke with told me she was the manager, failed to provide her name and then cut me off when I tried explaining what happened- and stated, "it would be 7-10 business days. The other person had it wrong!" I'll never dine at the Gateway establishment AGAIN!! I do like the turkey burgers. However the dishonesty and rudeness from that location is not worth a dime of my hard earned money. read more

The burgers were made wrong for my self and my friend who make this a ritual stop when we are at this mall. But on this day the kitchen staff were trashy and rude and I honestly felt sorry for the manager on duty who was on the register & oddly really polite. The cussing and excessively loud (g wagon) convo was kinda off putting. I have been coming here for a while & I hope they revamp that whole place something's definitely amiss. By the way the burgers ordered were the standard double stacked turkey burgers and they still got it wrong! Good luck to the regional and the General Manager for this tacky location. read more

The food here ABSOLUTEY sucks! I truly am not exaggerated. I tried to have an open mind. I ordered the chicken sandwich and ordered the onion side, but it was just terrible. I ended up having to toss it because I couldn't force myself to eat it even if I was hungry. The quality is absolutely horrible. The service is great, super friendly staff, but it's SUCH a shame their actual food is so terribly made! I will never come back. read more

I love coming here!!! The burgers are always fresh, cooked to perfection and delicious. The classic burger comes with lettuce, tomato, onions, pickles, cheese and of course a soft bun! Fries remind me of McDonald's!!! Make sure you stop by you won't be disappointed with this fast food restaurant. Everything is made as you order and if you sit in they bring it for you read more

Smashburger - Classic mash burger with side of fries - Burgers Near Me - Brooklyn, New York

Food is really good and not salty like other places. My favorite side is the Brussels sprouts. They are so good they I choose them over Fries with my meal. read more

Nothing but love for Smashburger and all its smashy goodness. Smashfries = love. With the garlic and rosemary combination - yummm. I'm a total sucker for a make-your-own anything -- so the fact that I can create just about any combo with either a burger OR chicken is awesome -- and I love that Smashburger has pretzel buns on their menu! They have reallllly good pretzel buns too! This location was a bit crazier than the one I usually visit {https://www.yelp.com/biz/smashburger-brooklyn-3?hrid=XPfI0UiFHOCORaEcvm4fhg&utm_campaign=www_review_share_popup&utm_medium=copy_link&utm_source=(direct)} but the staff had the line moving, and everything was delivered piping hot and correct. Wouldn't hesitate to visit again next time I'm shoppin' over at Gateway. read more

Smashburger - Crispy chicken, cheddar, bacon and bbq on a pretzel bun! - Burgers Near Me - Brooklyn, New York

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I placed my order online and was sitting in my car until it was ready. I walked in to get my order and the place look like a total chaos. only 2 guys cooking, all in display and just very unprofessional. Anyway after waiting 24 minutes for my food, I got my food and walked out. When I opened my food the burger looked like it went through hell and back and the taste wasnt even worth bragging about. once I got home I looked at the receipt and saw that it was really more than what I expected. But as a customer you will never see me again read more

SmashBurger I would tethers between a 3 and a 4 rating only because the service isn't consistent. The customer service could be more welcoming and sometimes they do get your orders wrong. The food is good and high quality. Their fries are awesome you can get sweet potato or regular potato fries. The burgers are good and you can get different sizes or double up on the patties. I like the chicken sandwiches as well. The meals are very pricey, average prixe if $13 I'd say with fries and a drink. read more

Smashburger - Burgers Near Me - Brooklyn, New York

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