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I was so excited when SmoQue burger first opened and placed an order using the app the very first weekend they opened.
There were some teething problems, turns out the app wasn’t working properly so I wasn’t sure the order had been placed. They were in a state of complete disarray in the shop itself but I figured give them a break, it was the opening weekend and everyone needs to find their feet.
My order was for delivery, the app let me select this but when I called I was told there was no delivery that weekend. So I jumped in the car and went and picked it up.
I then tried them again the following weekend. Placed the order on the app for collection. I went in, they didn’t have my order... not great. But they rectified it, placed the order in store, I waited, I got the burger.
Tried them again for the third time tonight and it was an utter calamity from the moment I placed the order.
Used the app, placed the order. After an hour I called to check where the food was as the app still said preparing. The guy on the phone sounded perplexed and went off for a minute or so before coming back to apologise and say that it was on its way and should be 10-15 mins.
He then called back to say that actually it wasn’t on its way, they were just preparing it and they would like to offer me a free dessert by way of apology. I chose 2 caramel slices and told them that this was the third time I’d had an issue with them.
Finally after waiting over 1hr 30 mins, the food arrives... we open the bags, the “apologetic dessert” wasn’t even in the bag!
A complete shower of s*** if I’m honest. I love to support local businesses I really do but I will not be going back to Smoque Burger. They need to seriously look at their issues with technology and communication.
If you do go there do not under any circumstances use the app or ask for delivery. You will be disappointed. Just go in, order, wait for you food and eat it. Or avoid it altogether!
Dear valid customer
Please let me apologise on behalf of all of here at SmoQue Burger. After reading your review i am deeply sorry and disappointed to see how badly your three experiences have gone with us. Yes, the app does have a few bugs which we are working on but this is of course no excuse forwhats happened. I would completely understand if after three attempts you did not wish to return but as i am presuming you are a fan of our food we would love the chance to make it up to you. Please if you do wish to place another order give the store a call and explain who you are and what’s happened with your previous orders. A manager will be able to speak with you and will do their best to help make up for the previous times.
Kindest regards
Michael
