Anonymous
map-marker Horley, England

Charged too much

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Charged twice for a an terrible meal I want a refund Ordered food on phone and I was charged but it didnt seem to go through so ordered in restaurant at till I want a refund please
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Cons:
  • Very poor quality
  • Poor service missing manager
  • Poor management

User's recommendation: Be careful when ordering

Anonymous
map-marker Pennsville, New Jersey

Had to leave your restaurant

I would like to make you aware, while standing in line at your restaurant, I witnessed a man making burgers lift his leg, wipe the bottom of his sneaker. He literally used his gloved hand to wipe his shoe and never replaced the glove before returning to make burgers. I was so disgusted I had to leave the building. This was in Delaware.
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Keevin L

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Verified Reviewer
| map-marker Cincinnati, Ohio

My Shacktv is not working properly

The video breaks up, and the audio goes out from time to time. Video freezes up at times as well. Only moves again if I shut the app down, and then bring it back up. Please send a signal reboot
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Preferred solution: Let the company propose a solution

Dacorian C
map-marker Atlanta, Georgia

Cause I working at shake n shack for 2 weeks but the third week I quited but every sence I started I haven’t got not one check and the manager there talking about some I’m not in the system so they

Cant do nonthing about it but I think they cant write me a check cause I dont wanna have to file a law suite cause I feel like I worked for free
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Pros:
  • Good food
Randy W Msm

*** food

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Cold Food , Frys , melted shakes no utensils or napkins . Driver was Rude food was *** . Would never order from them again . Unable to Have any help help .
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Loss:
$50
Pros:
  • Great dog food
Cons:
  • Cold

Preferred solution: Full refund

User's recommendation: Stay away

Susan C Kxq
map-marker Cherry Hill, New Jersey

Very upset

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Original review May 24, 2021
I was at the Marlton ,NJ Shake Shack with my daughter Friday around dinner time. I gave my order and really wasnt paying attention . (It was only the second time Ive seen my kids since the pandemic.) The order was wrong. I ordered 5 drinks and 3 French fries but the young girl must have heard me wrong with my mask and only gave me 1 hamburger. There was a long line at point and I asked the woman who gave me my order to please add 5 . She gave me such a hard time and was extremely sarcastic and loud.
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Pros:
  • Good product
  • Good food
Cons:
  • Very poor quality

Preferred solution: Apology

User's recommendation: Check your order and avoid the marlton store, the manager Jennifer was VERY rude and threw my charge card back at me when paying .Then she tells my daughter “I could hardly wait to see this email. I will never go to another Shake Shack again because of the way this manager spoke to me and treated me.

Anonymous
map-marker Las Vegas, Nevada

Bad food

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I just didn't like the food the service was excellent though i would just go to five guys but its worth trying if u want
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User's recommendation: I mean go if u hadnt tried it maybe u would like it

Anonymous
map-marker Mineola, New York

Disappointed with order placed online, waited very long, items missing, food cold.

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To whom it may concern,

I am extremely disappointed with the order I placed online at the SHAKE SHACK NEW HYDE PARK

1570 Union Turnpike, New Hyde Park, NY 11040. I received text that order was ready and I went to counter and let them know I was picking up.

Gave my name to person working there to retrieve my order and they proceeded to look around for my order. They could not find my order after 15 min and told me it was not ready yet. Now I am annoyed. Continued to wait and then another person approached me to ask for name and they also said order was not ready.

Now I know something is wrong, 20-25 minutes later after they checked all the bags on the shelve again they hand over my bag of food. I was so annoyed and upset, my husband was waiting for me in the car all this time that I didnt even stop to check the order to make sure everything was there. Got home and what did I realize, items missing and food was cold and disgusting. I ended up not having any dinner for the kids, items missing and food was cold because they made me wait for 25 before giving it to me.

How is ordering online convenient when you have people that cannot do their jobs. I am disappointed with this Shake Shack location and I think they need to train their workers better for the job. Please refund this order.

If you have any other questions regarding this experience at this Shake Shack you may contact me by e-mail. Thank you

Jean Dorotheos

Order # 161696****

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User's recommendation: Hire and train workers better.

Anonymous
map-marker Cos Cob, Connecticut

Terrible experience

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All food cold, fries were like they were in the fridge. All 4 sandwiches cold to the touch. Fries with cheese are served with refrigerated cheez whiz on the side. Waited 30 min for an order that we were told would be 9 min. The place was empty and overstaffed and the food was still terrible. I am contacting them for a full refund and will never go again.
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User's recommendation: eat someplace else

HEMAH M

Irresponsible and Inefficient Singapore HR Officers

Shake Shack - Irresponsible and Inefficient Singapore HR Officers
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Shake Shack - Irresponsible and Inefficient Singapore HR Officers - Image 3
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Shake Shack - Irresponsible and Inefficient Singapore HR Officers - Image 6

Dear HR,

My name is Hemah Mail Vaganam and I'm one of the candidates who was selected by the Singapore Shake Shack HR for Management Trainee Position for the salary of S$2600. I regret to state that I had a very bitter experience with the Singapore HR officers.

First of all, the two interviewer who carried out the interview without on their camera. I'm not sure what is the reason behind it. Maybe because they thought that it will be easier for them to get away if any complaint raises against them, I guess. Therefore, Im not sure about the identity of the two person who interviewed me.

The interview was carried out through Zoom on 9.04.2020 and they informed me that I was selected on the same day. I submitted all my required documents to the agent who was handling my profile (Inter Island Manpower Pte Ltd). The agent submitted my Employment Pass application to Mom. Unfortunately, the Singapore government announced partial lockdown due to Covid so most of the government sector stop their operation for some time.

It took almost 1 month for MOM to resume their operation. Once MOM resume their operation they changed the requirement for the Employment Pass application which state that the employer should pay the EP holder minimum salary of S$2750 to be eligible for EP application. When I contacted my agent, he explained to me about the new requirement, and he told me that they are waiting for the update from Shack Shake HR. It took another month.

Then. I decided to contact Shake Shack HR (+65 9010****) directly to get an answer as I frustrated because I wasted 2 months waiting for this job and the Shake Shake management didn't even show any basic courtesy to inform me about their final decision. When the first time I called them, one guy picked up and asked me to leave a message because he is in the meeting now. Then, I sent a message on 17.06.2020 to their WhatsApp, explained my situation and mentioned that Im expecting a solution for this issue.

But no one replied (until today). Then I called them again on 01.07.2020, again the one guy picked up. I explained regarding the issue again and I told him that I already got the job offer letter from your company and requested him to give a solution for the problem Im facing. So irresponsibly he answered, Im not the person who in charge who can make any decision for this issue.

I asked him to transfer the call to the person who in charged so that I can get a solution for this problem as Im waiting to join the work for 2 months plus. He replied me to contact my agent for any inquiry. I told him I contacted you because you didnt give any update to the agent. Finally, he said sorry I'm in a meeting now I cant continue to talk to you.

Then, I got so fed up and I realized that no point of continuing the conversation and I decided to hang up. Im actually supporting both my parents financially and during that time my previous company wasn't doing well due the pandemic crisis. I cant afford to be jobless and I decided to apply for a job at Shake Shack believing that it will help me in career progression and relief my financial burden. What I received was a bundle of disappointment.

The reason why Im making this complaint is not because I want the job but I dont want anyone to face the same problem as me. I hope you understand the amount of emotional frustration that I experienced due to your irresponsible and inefficient staff. Due to their negligence and unprofessional behavior, this may lead to people to have a bad impression on your whole organization. They forgot that they're actually representing a well known and reputable company.

A good management creates a happy and productive worker. It is, therefore, my wish that you will find out what the problem is and act on it in the best way possible.

You can me contact at +65 8535**** or hemahmailvaganam@***.com anytime if need any detail regarding this matter. Thank you.

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Pros:
  • Good product
  • Clean
  • Food quality
Cons:
  • Poor management
  • Ignored by management
  • Poor service missing manager

Preferred solution: Apology

Kim B Wwb

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Verified Reviewer
| map-marker Florence Township, New Jersey

Unsafe ordering kiosks and poor customer service

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On a cold Saturday night in January, we did something a little unconventional; we stopped by Shake Shack for what else.shakes. Sounds like a fun idea right?

It was not. Our experience from beginning to end was poor. Starting with customer service, we werent greeted or glanced at, until ten minutes later a voice scratched in our direction asking if we had a chip card or Apple Pay, which we had to walk to the counter for clarification. I guess a regular would know the drill, but this was a spontaneous trip for two unseasoned pros.

This is when it got super serious. There were approx. 10 kiosks place along the back wall and window, but only a few were operating, with the signs To Give You More Space, weve turned off some of our kiosks. This is counter intuitive because it creates more congestion in the area as folks wait for a kiosks to open.

The conditions of the kiosks were even more concerning. We were appalled to find the touch pads on the kiosks were a hot bed of coronavirus ready to explode, loaded with fingerprints. There was one hand sanitizer pump as soon as you walk in the door which could be easily missed, but no additional pumps at the kiosk stations. It doesnt appear like anyone wiped them down throughout the day.

We have photos.

This is no way to control coronavirus. We are considering reporting Shake Shack to the Food and Drug Administration.

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Anonymous
map-marker San Francisco, California

Haven’t heard from them.

Cold food watched the employes slow and not caring about getting the food wrapped so it wont get cold.
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User's recommendation: Buy somewhere else.

Anonymous
map-marker Farmingdale, New York

Not sanitized store

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Just left Shake Shack in Melville in Route 110 in NY. The food was great. The help was not. Three tables got up as we were there, not one of them was cleaned. There was plenty of help behind the counter, but no one was actually working. One behind the counter was holding a dirty broom over the counter, fooling around with coworkers. Another was throwing straw wrappers into the garbage instead of doing anything productive. The parking lot had plastic food crates blown over, hard to drive by. There seemed to be a manager that was not actually managing, none of the super plus employees were doing anything. We actually like your food, but do not feel like Covid protocols were actually in place at all.
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User's recommendation: Not Covid safe

Anonymous
map-marker The Bronx, New York

Disappointed

Ive been trying to get in contact with someone who can help me receive my shake shack W2s for a week now. I havent had any help nor any one to speak to. There not even taking messages!
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Bryan D Mfh

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Verified Reviewer
| map-marker Nashville-Davidson, Tennessee

Issue with store in Nashville, TN

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Hello. Without going into all of the details I wanted to let you know about a horrible experience I had at your Nashville location. The medium version: On our way home from Florida to Indianapolis, as we were nearing Nashville, my son asked, almost begged, for us to stop and get Shake Shack as he had never had it and really wanted to try it. It was a bit out of the way, but I begrudgingly agreed, because who wants to ride in the car for another 4+ hours with a cranky 15 year old? We ordered via the app and set our pickup time close to when we would be arriving, which was about 45 minutes in advance. We arrived. There was a very rude and inconsiderate employee banging on the window of his own place of employment and yelling through the window at someone when I walked up. Turns out he was telling someone to take down the signs with the hours posted. You see, according to the signs they closed at 10, yet on this day they had decided to close before 6:30. The employee wouldn't say why, but spent a lot of effort trying to blow me off, even telling me that he didn't have a name when I asked. I asked about getting my money back and he simply stated that a "manager would have to do that." I asked why I hadn't been contacted concerning my order that had been placed 45 minutes prior and he just shrugged and walked away. I was already upset and knew that my son would be even more so as I walked back to the car. He did not disappoint. I started driving away and decided that I was going to ask for a manger to talk to, so I pulled over and asked the now 3 employees taking out the trash to get one for me. One of them did without hesitation. I spoke with the manager who explained that there were some building issues. However, it really felt like a it-is-what-it-is response. This feeling has actually become worse over the last couple of days. To make matters worse, 20 or so miles down the road we stopped to grab a burger. There weren't many options and we went to McDonalds. Now I'm not sure about you, but I don't expect much in terms of service or even friendliness when I go to a place like McDonalds, and for that and many other reasons I don't frequent them. We walked up to the door and it was locked; they were only taking drive through customers. While I understand this, we had two bikes on a roof rack and would not fit through there drive through. I knocked on the window and a manager quickly came over. I asked, through the window, if they were allowing people inside, which they were not at the time. I then pointed to the bikes. She immediately came to the door, told me she'd be happy to take our order, then did so, processed payment, and returned with our food in minutes. She even through in an extra thing of chicken nuggets as I was debating on getting some but told her I didn't need them. My point is that I was blown away from the customer service that I received at a freaking McDonalds, and the whole way home all I could think about was how bad, inconsiderate, and flat out *** the lack of service I received from your restaurant was. As you're well aware, you only get one time to make a first impression, and to say that you blew it would be an understatement. Judging by the way I was treated at your store I really don't even expect a response to this email, yet receiving one would be appreciated. I would love to get this bad taste out of my mouth and not speak negatively about Shake Shack any time it is brought up, but sadly, at this point that is what will occur.
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Cons:
  • All

Preferred solution: Let the company propose a solution

User's recommendation: Don't waste your time.

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