Smashburger — ~200 locations
The #1 complaint: Speed (16.7% of reviews)
Markets Sampled
States
AZ, CA, CO, GA, IL, NJ, NY, TX
How we collected this: We searched Google Places across 16 major US metro areas, selected 24 geographically diverse locations, and analyzed 120 customer reviews. These locations represent 29,312 total Google reviews. Complaints were classified using keyword pattern matching across 4 operational categories. This is a representative national sample — the same patterns appear consistently across markets.
Real reviews from Google — unedited
“Before leaving I asked for a refund of my avocado, another employee challenged due to the food being gone, luckily the employee who was supposed to bring the food admitted she forgot”
New York, NY
“Extremely slow service even when the place wasn’t busy”
Chicago, IL
“The patties were overcooked and tasted like a tire”
New York, NY
“———- 1st try: My order was: double classic smash, was tasty and really big BUT messy packed and bun was oily”
Houston, TX
“Literally had to wait more than 30 minutes for a single standard burger”
Chicago, IL
“I've been here several times and each time the wait is extremely long”
Alpharetta, GA
“Burgers not cooked fully, lettuce old, and service is painfully slow”
New York, NY
“While waiting for our connecting flight, my son and I decided to grab a quick meal”
Denver, CO
If this pattern holds across your 200 locations, an estimated 176 locations are generating operational complaints right now.
| Location | Rating | Reviews | Speed | Accuracy | Capacity | Quality |
|---|---|---|---|---|---|---|
Smashburger New York, NY | 4.1 | 1,841 | 40% | 20% | — | 20% |
Smashburger Chicago, IL | 3.7 | 1,430 | 40% | — | 20% | — |
Smashburger Denver, CO | 2.4 | 306 | 60% | — | — | — |
Smashburger New York, NY | 4.2 | 1,848 | 40% | — | 20% | — |
Smashburger Manhattan Beach, CA | 4.8 | 1,304 | 20% | 20% | 20% | — |
Smashburger Houston, TX | 4.3 | 1,740 | — | — | 40% | — |
Smashburger Phoenix, AZ | 4.2 | 1,576 | 20% | — | 20% | — |
Smashburger Clifton, NJ | 4.4 | 1,687 | 20% | — | 20% | — |
Smashburger Johns Creek, GA | 3.7 | 379 | 20% | 20% | — | — |
Smashburger Westminster, CO | 4 | 1,814 | 40% | — | — | — |
Smashburger New Hyde Park, NY | 4.5 | 1,893 | 40% | — | — | — |
Smashburger New Providence, NJ | 4.5 | 1,155 | — | — | — | 20% |
Flipz Smashburger Rosemead, CA | 5 | 12 | — | 20% | — | — |
Smashburger Alpharetta, GA | 3.6 | 110 | 20% | — | — | — |
Bark & Char SMASHburger Los Angeles, CA | 5 | 20 | — | — | 20% | — |
Smashburger Schaumburg, IL | 4.6 | 3,004 | 20% | — | — | — |
Smashburger Houston, TX | 4.5 | 2,012 | — | — | 20% | — |
Smashburger Denver, CO | 3.6 | 15 | — | — | — | 20% |
SAINT LOUIE SMASHBURGER New York, NY | 4.5 | 20 | — | — | — | 20% |
Smashburger Houston, TX | 4.3 | 1,423 | — | — | 20% | — |
Smashburger Queen Creek, AZ | 4.7 | 3,024 | 20% | — | — | — |
Smashburger Mesa, AZ | 4.4 | 1,359 | — | — | — | — |
Smashburger Atlanta, GA | 4 | 496 | — | — | — | — |
Smashburger Naperville, IL | 4.6 | 844 | — | — | — | — |
estimated annual revenue at risk from operational complaints
Based on 300 orders/day/location, $12 avg ticket, 30% churn rate, and 4 annual visits. Industry estimates from QSR Magazine & Deloitte.
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