EXTREMELY slow lunch service. waited over 30 minutes for two burgers and fries. gave up when we saw the order screen and estimates at least another 15-20 minute wait. left disappointed, unsatisfied, and irritated read more

Raw chicken, a 20 minute wait for a shake and a clueless manager with no clue how to make things right with a customer. I've eaten at this establishment multiple times in the past with general positives food/service, but our last experience was awful. When you spend $50 for 4 people to eat "fast casual", you expect prompt service and good food. And when the store screws up, you'd expect them to make an effort to fix it. We were treated to neither in our last visit. So, I filled out the smash burger survey and was promised coupons from the general manager of the store. This didn't really fix the problem, but sure, I'll take a couple of coupons They failed here too. It just demonstrates how inept this stores management is top to bottom. Not sure I'll eat here again. read more

Terrible customer service. Long wait for food and it was cold when we got it.... will never be back, mostly because of how rude the girl at the counter was. read more

My delivery was supposed to arrive an hour ago. No question if and when it gets here it will be cold. I have covid at the moment so delivery services are important and this was a total disappointment. Delivery never came! read more

Something is wrong when one has to wait 30 minutes in a fast food joint for two burgers and fries. I do not advice getting the Triple double as the two mini patties appeared to be smaller than the regular Smashburger meat patty. read more

As good as FIVE GUYS: 1. Cool decor 2. Beautiful, well-composed, fresh food 3. They bring it to your table 4. Beer! 5. Incredible Milkshakes (why not coffee?) 6. Juiciest, most delicious Beef, Chicken, Bean Burgers, and Salads!! 7. Four types of fries, a bit too much rosemary/oil 8. Whole Grain buns and Sweet Potato Fries = Healthier!! 9. Hip, nice and caring people 10. The taste...unforgettable read more

I placed my order through UberEats and was not able to make certain specifications. I called and spoke to Asia who was amazing in helping me fix my order, specify a nut allergy and customize my milkshake! She was so sweet and helpful on the phone - she even helped me navigate the deliver app to be sure I get my food on time! Excellent service - above and beyond what I usually see! read more

Quite a few gluten free options but I think there was cross contamination. I had reactions twice to the burgers so I won't eat there anymore. read more

How are these people still in business? $9 for a plain small cheeseburger and small drink that took 21 minutes. The place was only half full. Five guys has bigger better burgers for less money at half the wait time. read more

I have never felt so disrespected in my whole lifetime. I have been sitting in a booth for 20 minutes after I ordered an Oreo shake. If it takes 20 minutes to make a fucking Oreo fucking milk fucking shake, it better cure some type of fucking lymphoma. I'm convinced Stevie wonder could backpedal a 5k faster than the time it takes Smashburger to make a fucking Oreo milkshake. Update: I just got my milkshake and it did not have any whipped cream. Holy shit. Do they know who I fucking am. If I knew how to give negative stars I would. They lady also gave me the dirtiest look when I ordered my shake. Like what the actual fuck you work at Smashburger you pussy. I'll literally kill your family. Jesus Christ on a scooter that surely grinned my gears. Smashburger has been schnitzeled read more

This photo is not photoshopped or touched up in anyway I have multiple witnesses to say that they saw my chicken burger with the number on it. This owner has contacted me to apologize when I have nothing to apologize for. Posting a simple picture of the chicken I order from this establishment should not be replied by the owner including a threat to get lawyers involved. It is not my fault that I got my food cold with ink on it. My previous review has no lies in it at all and the fact that the owner is trying to get me to apologize and remove my review for something I haven't done is simply ridiculous and uncalled for read more

The good: - Burgers - Buns - Shakes - Space / design The not-so-good: - The fries (basically just frozen thin fries - yuck - Five Guys kills them on these) - The lack of a coffee shake (come on, guys. This is New England! Show you know the market you're doing business in) Overall, it was just decent. Five Guys is still miles better and a half a mile away A special note about the staff. These guys are some of the nicest and most proactive people ever. They constantly were coming by to check in/help/greet. Nicely done. Service and attitude was 5+ stars. read more

I have never been back and never will go there again. Two years ago I went there around 2pm for lunch, not a particularly busy time of day. I ordered a burger, fries and a drink. I sat down at a table and after awhile I realized having been there before, that it was a longer wait than it should have been. I looked at the time I ordered on my receipt and approximately 15 minutes had gone by. I got up to inquire in a very polite and non confrontational way as to how much longer it would be. I was told about five minutes and went back to my table. A few minutes later a server came by and threw my plate on the table and continued walking without a word. He threw it in such a manner that it slid across the table and I had to almost catch it so it wouldn't end up in my lap. I stood up and yelled " don't you throw my food at me! " the whole restaurant went silent and he glared at me as he made his way back to the kitchen. I requested a manager come to my table immediately. I was so shook and could feel the adrenaline pumping I could barely eat my meal. The manager came over and I relayed what had happened. She said she was very sorry but it was very busy ( it wasn't) and she would comp my meal and bring the young man over to apologize. They returned and he gave me a reluctant insincere apology as if I were an ass for having reported him. I finished my meal and left. The manager never came over to refund my meal as if that was going to take the sting of what had just happened away. I will NEVER give them my business again. read more

I first heard about Smashburger when I was checking into PF Chang's across the street at the mall. I saw the word BURGER, and was immediately intrigued. Because we are a family who plans our day around meals, we made plans to come back to Natick the following day to visit this Smashburger place. As the name suggests, this restaurant specializes in burgers. But they also have chicken sandwiches, a black bean veggie burger, and hotdogs for the kids. I get the classic smash, my husband gets the create your own burger, and my girls get hotdogs. As for sides, they have french fries, and then they have something called smash fries, which are french fries with olive oil and rosemary. They also have onion strings with a tangy dipping sauce. We have had all three of these, and they are all delicious! They also have milkshakes. We have had the Nutter Butter milkshake, and the salted caramel shake. Both were very delicious, but we liked the salted caramel a little bit more, and we have ordered it a second time. The portions are nice for the price that we paid, and the food tastes fresh and made to order. The restaurant is a little small. We have trouble finding a table for our family of five, and when we do find a table, we have to drag a chair over so that everybody can have a seat. The restaurant also gets crowded at lunchtime on the weekends. One time, we were unable to find a table, and had to go back and eat our meal in the minivan. It was still delicious, but if you're not cool with that, I would recommend visiting at non- peak times. Have a couple of minor complaints. The first is that there is a $.99 charge if you want your child's drink to be a boxed milk or apple juice. It would be nice if there wasn't a surcharge for parents who don't want their children to drink soda. Also, they bring the food right to the table - which is great - but the food did not all come out the same time. On the plus side, this gave my husband and me a head start over our children the vultures. Smashburger has quickly become our favorite burger spot. We will definitely be back! read more

The food at Smashburger is actually good, but the service and location are terrible. They can't ever seem to get our orders right, the tables are all dirty, and the entryway smells. Manager isn't managing anything - he was there for the first few minutes of our visit, but then disappeared outside on his cell phone. Quick rundown of our experience: I order a grilled chicken with gluten free bun. Hubby orders a custom burger. He gets his burger and fries....and a random piece of grilled chicken just sitting in the corner of the plate. We thought that was really weird, but ignored it since the girl who brought out his food said mine was coming right up. It never did. I had to walk up to the kitchen and ask them about my order - they all looked very confused, but threw it together anyway. There was another woman impatiently waiting next to me who clearly was also dealing with their incompetency. My grilled chicken sandwich is supposed to come with LTO, pickles, and mayo. They left out the mayo and added in American cheese. I'm lactose intolerant so had to scrape it off. My husband had asked for smash sauce and mustard with his burger, but received neither. Was so annoyed at the whole experience that I don't think I'll ever return here. P.S. If you're lactose intolerant, beware. They cook everything in butter. I only found this out when I studied their allergen menu online and noticed that all of the burgers and chicken sandwiches contained dairy. read more

we ordered off uber eats for dinner tonight & got 2 burgers & 2 fries. i ordered 1 sweet potato fry & 1 regular. they are $7 each and we got 2 sweet potato fries, wouldn't be a huge deal for someone that likes them but my boyfriend doesn't like sweet potato fries so all he had was a cold burger for dinner. i get messing up on huge orders but there were 4 items. read more

I went here last night 7/24/14. This review would be have been three stars but one thing really grossed me out. You can see into the kitchen and one of the linecooks with long brown greasy hair removed his hat, itched deep into his scalp for about 30 seconds and then went back to cooking food. If your hair is almost to your shoulders you should be wearing a hair net when cooking people's food. So friggin gross. I'll never be back solely for that reason. The food tasted alright until I realized there might be additional ingredients in my burger (FLAKES) If you go, just don't look inside the kitchen. read more

Ahoy Yelp community! Sorry I haven't been out on the road lately, I'm not able to travel much anymore because of recurring health issues. (Don't worry, I'm fine!) I'd like to talk to you about some local places I've been experiencing (not always enjoying) lately. Smash Burger! What a provocative moniker. Well, I was looking to "smash" my hunger demons and the name called to me... So this is one of those "high-end" burger joints, that have been popping up lately? Hmmm, not really. I'm a guy whose enjoyed $200 burgers in Vegas. THAT is what you call high-end grub! These Smash Burgers are only slightly better than the stuff handed out the a drive-thru window. In fact, places like this (and Five Guys, etc) are giving the big players (McDonalds, BK, Wendy's, etc) trouble. Let's talk business briefly. The big players sell their regular burgers at very low margin. They depend on their high-end items to generate most of their revenue. And here comes places like Smash Burger offering high-end meat products/solutions minus the loss leader of a cheaply-made hamburger. With that out of the way, onto my actual experience. I ordered the Classic burger, Smash fries, onion strings, and a large shake. All of it was good, but for me, "good" isn't always good enough. Don't come here and expect to be stuffed full of food. The regular burger looked to be the size of a regular McDonald's burger, so make sure you order a large, or two (or three). The onion strings were overdone. The fries were good. I actually devoured them before I got into my tiny, little burger. The best part of the meal was the milkshake. That says it all. read more

Stopped here after hearing rave reviews about this chain, in general. I'll start off with the food. I order a BBQ and Bacon burger. It was delicious. It's a smaller, thin patty, but it was a good size and it was won't leave you feeling bloated. The sweet potato fries were sweet, salty, and piping hot. My partner had the smash fries, which are with oil and parmesan; they were equally satisfying. The regular fries, that my sister had, were also good. The shakes were thin, a traditional make shake. I had a vanilla shake, while my sister had a banana cream shake, and my partner had the salted caramel shake. All were good, although the banana cream was VERY sweet. The service leaves much to be desired. We weren't greeted by the cashier, Kentai (not sure if this is the right spelling). She yelled over the people in front of us and asked, "for here or to go?" Since we thought she wasn't talking to us, we ignored her until the silence became awkward. During the ordering process, we weren't sure how things worked (it was our first time here). She asked for my burger first, then all 3 of our drinks, then the other two burgers. After that, she asked if we were all paying together. My partner asked for butter cream shake, but she said "no, that's only a flavor for voting on." They did deliver us the wrong shake. The lady cleaning the dining room checked on us; she was super nice. Very accommodating. But she took the shake back and remade it. She returned to the table very shy and nervous. I think she got in trouble for making the wrong shake initially. I asked her after, and she said, "shhh, I don't want to get in trouble." That was not my intention at all; I'm actually more concerned her boss is not very forgiving. Especially because she was genuinely nice, the only one that seemed to be. I will give this place another try, but I think at another location. The food was great, but being polite and not having your employees in fear are some basic requirements beyond the food. read more

This place is all hyped up. I've been here a few times but its always medicore with a side of blehhh. The staff is annoying I tell them exactly what I want and they ask me if I want something else. Really? Can't just listen to my order? I got a chicken sandwich which was so thin (smashed I guess) I could've read the newspaper through it. The piece of meat also had some weird piece on it that I wasn't sure was safe to eat. Gross. After the sandwich I was still hungry. Gah. Also the milkshakes are one size only and either $4.29 or $4.59 depending on the flavor you chose. The picture posted of the shakes is laughable. They definitely come in a tiny plastic cup with no silver can extra. Such a disappointment. Never coming here again. read more

The burgers and shakes are very good. I prefer the burgers here to Five Guys, but mostly because I love the fried onions they have as a topping here. They also have beer and hard cider here for the adults and Honest juice and Horizon milk drinks for the kids. The service is nice too. Put in your order at the checkout and they'll bring the food to your table, if you're eating in. The space is well-decorated. There are caddies with salt, pepper, ketchup, mustard and napkins on the table. read more

I had a wonderful experience at Smashburger today! First and foremost it is incredibly clean. Second, ordering is foolproof and the options, mouthwatering! I enjoyed the Truffle mushroom Swiss burger and an order of the Smash fries (they're sprinkled with rosemary!) Both were amazing, the perfect temperature and delivered to my little table promptly. I was even checked on mid-meal and an employee insisted on clearing my tray when I finished. I will definitely be back to try one of the grilled chicken sandwiches and the sweet potatoes. Love this place! read more

Smashburger - Truffle Mushroom Swiss Burger and Smash fries! - Burgers Near Me - Natick, Massachusetts

Refused to take an order with an empty restaurant because they were too backed up during lunch hour. It was sad to see this happen.

The milkshakes and fries were good, but if I remember correctly, the fries were extra, it was not included as part of the burger price. The burgers however, were yuck. They tried to be gourmet with the different filling and style of burgers, and that was interesting, but what I expect out of a burger, and a place that concentrates on selling burger is juicy, high quality patties. The patties are paper thin, and depended heavily on the spice instead of high quality meat to make it taste passable. Will never go back. read more

I really enjoyed my burger and shake. The fries were good as well but I'm not a huge fan of the shoe-string style. Just my preference. I would say I liked Smashburger better than Five Guys. My burger was less greasy and seemed like higher quality beef. read more

I watched the founder of this chain cook a burger on YouTube the other day and his videography was really well thought out and mouthwatering. I'm a big food science guy so when you want to talk about the molecular changes the milliard affect has on ground chuck vs. 90% lean - I'm in! Couple that with the proper combination of bun, pickle, sauce, in the proper order and 24 hours later I'm going to be buying one of your products. Smash Burger this is G-Money review... Let's set the bar. 5 Guys is the best. No contest. Subjectively I say that but for all my west coast readers - In-and-Out Burger has been dethroned in a national survey by 5 Guys. And rightly so. Smash Burger is trying many of 5 Guys tricks to replicate their success. Order process, Simplicity, Quality 85-15 or 80-20 Burger, Egg bun, many free toppings, build your own, on-demand special order burgers... no free peanuts but I suppose the rip off would be too obvious. I went for the original burger. Lettuce, tomato, special sauce - nothing fancy to distract and an order of onion rings (they call them haystack onions but we'll get to that in a minute). As burgers go it is a 3.4-4 out of 5. Which is damn tasty. You would have to go to a dive bar with legendary burgers like Matt's in Minneapolis to achieve this kind of burger the resto of it ehhh. They just miss the mark on the total package. They haystack was ample for the 2.50 or 3.00 but after about 8-10 of the skinny greasy things my heart-0-tack-0-meter registered a 9 and I had to shut her down. I'm sure their fries are good but I have to pick my battles. Bill was higher than 5 guys and half the burger in quantity. Bun is better. I'll grant them that. If someone knows of a chain that uses potato roll's please comment here b/c that is a gluten created by the gods. Will I eat another one - absolutely! Friggen great burger. Worth the $$$ hell yeah. Best Chain Burger - Not yet. read more

Smashburger - Burgers Near Me - Natick, Massachusetts

Much prefer the ambience and service to 5 Guys and Shake Shack (their closest competitors). The burgers are ok and so are the fries. If, however, they had the home made fries like 5 Guys, they would be at the top of the list, but they don't.. At least they don't throw the fries in a bag like at 5 Guys. The milkshakes and beer make them a little closer to Shake Shack. And you can get a grilled chicken sandwich and a salad as an option. The real question is, do we really need another hamburger joint concept? And how many milligrams of sodium and animal fat do we really need anyway? Maybe the next chain can be called Fat and Salt R Us. read more

Wow. The hub and I stopped in here on a Wednesday eve, looking for a quick, cheap, and deliciously filling dinner. Smashburger totally satisfied all of the above. My husband got the classic smash and I got the chicken. The burger was comparable to Five Guys, but a little less greasy (and a little healthier tasting, which is a good thing for us). The chicken sandwich was AWESOME. I made my own with fresh avocado, cheddar, lettuce, and tomato. We also ordered the Smash fries which taste like the fries at Clover Food Lab; lightly oiled with salt, pepper, and rosemary. They were very good and almost a requirement if you're going to order burgers. We didn't get a chance to try the milkshakes, but they look amazing. They also have salads that look delicious. The place is sparkling clean, has a very good ambience, and service is great. I highly recommend swinging by here. It may become a weekly indulgence. P.S. They have UDI's gluten free burger buns for those with gluten allergies or gluten-free diets! read more

I love smash burger. This particular place is usually pretty busy. They do get your food out fast. The manager seems to be on top of things and polite too. I always get the smash burger and the smash fries, they're so good. Three stars for service of our cashier, I think her name was kental or something. She was quite unfriendly, no hello how are you, just trying to roll out orders, although there was no one behind me in line. I'm a tough critic when it comes to customer service, sorry smash burger, this gal needs some retraining. Restrooms were clean and manger was clearing tables, picking up trays and such. I also saw another employee doing the same, very diligent, keeping the place neat as possible. Tried this place again last week and it seems the cashiers here are just about getting the job done. Not a bad thing but they are not friendly at all. Expect them to greet you with "for here or to go?". No hello, hi, welcome to smash burger, no smile, eye contact, nothing! Reminds me of McDonald's drive thru. read more

Burgers were great! Service was fast and friendly. This restaurant does a great following Covid19 guidelines. Will definately be back!

Meh. The burgers are ok. the fries and rings are really tasty. A little pricey for what it is. In terms of chain "better fast food" I might put Five Guys above this. Still good for a quick burger without having to go to the Fridays or Cheesecake chaos. read more

This is the worst location i was eating one day with my kids it was the worst experience my food was cold and i saw a mouse running trough the dining room they should shut that place down who ever is the owner of that store and runs the company needs to step in and take immediate action read more

Ordered a cheeseburger and tots, and it was amazing. The employees are nice and the tots are amazing. The food was fresh and hot. The smash burger in Westwood is also very sanitary and super clean. It is as close as getting to fine dining with fast food as you can get. If you haven't been yet, then I definitely recommen! read more

Been a long time fan of Smashburger and have gone there twice recently to hear that they are all out of shakes. It's been on the later side 8:45 and it's clear that they have cleaned and don't want to make them. It's very bad customer service. Certainly don't go there if you want a shake after they clean, they are open until 10 so it's strange at 8:45 they would be shut down just don't expect a shake. read more

The burger was burnt, my french fries only half filled the cup and no one seemed to know what they were doing. In speaking with others who have been there multiple times, they are inconsistent at best. Sometimes great sometimes terrible. Not sure I want to try again to find out what it will be like next time. read more

Smashburger - Seriously? - Burgers Near Me - Natick, Massachusetts

Supposed to be "open" until 10pm - but wouldn't serve a burger after 9:30. Manager unapologetic and really didn't care. Good thing Five Guys was open and actually served burgers as late as it was open. I'll be deleting that Smashburger app and not trying again. Awful customer service. read more

Smashburger - Smashburger Natick open to 10pm; won't serve any burgers after 9:30. Good thing Five Guys serves as late as it's open. - Burgers Near Me - Natick, Massachusetts

It pains me to say it a little but I have to say this is kind of a run of the mill burger place. It's good. Can be really good, depending on what you're looking for. They have a lot more gourmet-ish options that other chains like Five Guys just don't offer. The burgers are bigger than Five Guys and more expensive. Don't get me wrong I've enjoyed everything I've ever had from here, and wouldn't hesitate to go if I was craving a burger in Natick, but I wouldn't go out of my way to come here, and you won't hear me raving to my friends about that one mystically good burger I had at Smashburger. Also worth noting is that Smashburger CAN have more of a healthy bent, if you're so inclined. They have tasty veggie stick- fry things that are good and different bun options and healthy alternatives, but let it be known that just because they project a semi-healthy front doesn't mean the burgers aren't still loaded with calories, especially if you're ordering a specialty burger. read more

I came here with my family and we got some burgers and the smash fries. It wasn't that busy and the restaurant was so filthy. The floor was wet and gross and there were so many pieces of food and crumbs. I got the Jalapeño Baja Burger and I was unhappy with it. Not enough guacamole, the jalapeño had all of the seeds left in it, the bun was rubbery, and the beef was so dry. I was disappointed because I had high hopes for such a cool looking place but for a burger that tastes good I'll be going back to Five Guys. read more

I LOVE Smashburger Natick! Living in Westwood, I have a new Smashburger, yet haven't gone yet for the only factor that I would rather not see people I know in town. Traveling to Natick is incredible (especially with the AMAZING Natick Mall to look forward to), so I decided to try it a few days ago after visiting a new store at Shoppers World. Overall, the restaurant is immaculate (no dirt / trash anywhere!), and the food was great. Even better, was Josh, our cashier. Incredibly helpful, friendly and MADE sure we were satisfied, as well as answering all of my questions. For the food, the burgers are delicious. Maybe not as great (yet, also not as expensive) as the ones I get at TGI Fridays, yet they were REALLY good and the price was great. For the haystack onion rings, not nearly as good. They were WAY too spicy and tiny. (I am not one for liking spicy things...... if you do, go for it!). Suggest getting a burger & fries. Skip the haystack onion rings. Overall, 5 stars. Natick Smashburger is great (as is Josh!) read more

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Excellent hot food. Truffle burger with mushrooms and Swiss was delightful with added bacon! Truffle flavor really kicked it up a notch over competition. Price was fair. Large size. Rosemary and olive oil fries were the thinnest kind, so very yummy! Only fault was the flooring... It was slippery and I imagine, unnecessarily dangerous. Will return often. Service provided for bringing and removing food from table. You order and sit down, food is brought over to you. read more