Shake Shack

Waited at register for 10 mins and no one came or even awknowledged that multiple people were in line. Several people were standing doing nothing in the back. 3/4 iPads were out of order. They messed up an order of a burger that was ordered with everything on it but the burger came plain. It took 30 minutes to get our food at a fast food restaurant.

Worst and overpriced bacon cheeseburgers we ever had. Burn and dry and had to wait over 15 minutes and they never texted us when they were ready. Our ice cream  had melted. Staff services were too young and slow. Rather to go McDonald’s or Inn

Food service was excellent there burgers are super tasty and yummy. Best burger I had in town.

Food was decent, but the ordering and service was a dumpster fire!

This location uses self-service ordering kiosks. They didn’t have an employee taking orders, so you had to order through a self-serve kiosk. I made the mistake of ordering a beer. When you do this, the kiosk pauses until an employee comes over to verify your id. After waiting many minutes with no one coming over to do this, I tried to flag someone behind the counter. They seemed clueless on how to verify my id, and they asked a few people around them. After a few minutes someone came over but they had difficulty entering the employee code in the kiosk to certify I was of age.

Eventually that was settled and I was able to submit  and pay for my order at the kiosk.

Ok, my order was submitted and I got a ping from the restaurant to my phone number texting me that they we’re processing my order and that they would send me another message when it was ready.

At any restaurant, fast food or otherwise, you expect them to serve you your drinks right away so that you can drink them while you wait for your food to be served. This is extra important because the food took 15-20 minutes to be cooked. So that was a lot of time just sitting and waiting. You really don’t know what to expect will happen with the service because you aren’t interacting with a human and that you don’t know what the automated system will do. I was expecting it to notify us that our drinks were ready as a “first serve” while the food was getting prepared, but the process didn’t  work that way.

When my food order was ready, I was alerted by a text message to go and pickup my food at the counter. When I arrived at the counter, my food and drink was there all together on a single tray. My beer, a drakes IPA, was served as a bottle. The menu really didn’t say and I was expecting it to be a draft like my previous experience with a shake shack in London a few years back.

The guy at the counter provided me with ketchup and sauce for my fries. I walk back to my table and realized that my bottle still had the cap on it. I tried to remove it myself, but the bottle was not a twist off. When i went back to the guy at the counter and told him of my predicament, he looked confused but after rummaging around behind the counter for a while, he procured a bottle opener that he gave to me so I could open the bottle myself. He seemed kind of confused about how to use it himself. It’s common beer service for bottled beer to be served with the cap removed (whether it’s twist or non-twist) so there’s a training issue here for employees to know how to handle processing a beer order.

After that, I was able to consume my food and drink my beverage. I looked around and while it was busy, I didn’t see anyone else drinking a beer which made me think that they probably don’t sell a lot of beer. Can you imagine people wanting to come here to order one and then wait 15 minutes to drink it?

The food itself was good. We had the standard burger, the burger / mushroom burger combo, and 2 orders of fries. We tried their hot sauce and found it to be enjoyable and had a kick to it as well. It seemed to be a blend of mayonnaise/ hot sauce that’s similar to the sauce you’d find served on a spicy tuna roll at a sushi restaurant.

Anyway, hope they get the kinks figured out at this place. I don’t expect they will get a lot of repeat customers until they fix the issues with the automated ordering process and general employee training.

Second time coming here.  Doesn’t seem to be as busy as the first time but I put my order in to eat here at 5:59pm and it’s 6:16pm and still waiting.  I know it’s not easy sometimes but don’t come here when you’re in a hurry.  Burgers are good though.