Business ProfileforSmashburger

During my military travels to *******, my family and I would often make it a point to stop at Smash Burgers, which had become one of our favorite eateries in the city. On 5/28/2023, we had booked a river architecture tour and decided to grab a bite to eat beforehand. As soon as we arrived, I inquired about the time it would take, as we had a scheduled boat tour to catch. Once I placed my order, I found myself standing in the same spot for an astonishing 35 to almost 40 minutes, waiting for our food. I even asked about the wait time, to which the manager assured me that my order was up next. However, after 20 more minutes had passed, there was still no sign of our food. With only 5 minutes left to reach our tour, I politely requested a refund. Unfortunately, I was met with a considerable amount of attitude, and to my surprise, they even charged us for the drinks that we hadn't consumed and had to discard. Consequently, we missed our tour, received no food, and this turned out to be one of the worst experiences we've had with that franchise.Moreover, I couldn't help but notice the lack of a well-organized system for processing orders at the restaurant. It appeared disorganized, which likely contributed to the delay in fulfilling my order. As a result of this negative encounter, I have made up my mind to never visit that particular establishment in ******* again.