Shake Shack Reviews

Today we ordered a meal from ShakeShack . ShakeShack says order placed and should be ready in 13 min. We drove to the store within 13 min and waited until the message reminder came telling us the order was ready. Went to the store, nothing's ready for us. Waited and waited for 30 min and finally realized there must be something wrong with our order. Checked with store staff, their system has no information regarding our order ID. Checked store address and payment of our order from ShakeShack , everything looks normal. The store was nice enough to make us the meal we ordered but the time we thought we could save by ordering ahead with ShakeShack was no more, plus another 30 min wasted. We were starving too. You can tell how unhappy we were.
Taking a guess here about the issue. When we were placing the order we were in a mall's parking garage which could have had poor reception. So your app might have sent the request when we placed the order but your backend never received it, and yet for a "better user experience" your app won't let user wait for backend response on order confirmation so it just shows "order placed" hoping the order information would get through in a bit. But in a case like this where our order got lost in the cloud or something, shouldn't there be a system that checks order status every few minutes and let customer know their order has a problem so that they wouldn't have to waste half an hour just to find out their patron was never appreciated

I live 0.5 miles from a shake shack location, with another location in another city that is 5 miles away in a straight line, but about 40 mins driving because it’s on the other side of a large lake. Restaurants in this city would never deliver to my house, but for some reason the Shake Shack app is more than happy to allow deliveries from this far flung restaurant, with obviously cold and soggy results. And not only does it allow these deliveries, but on multiple occasions it has chosen this restaurant for me after I placed my order, instead of the restaurant right by my house (and yes, I could drive there, except I have 2 very young kids and packing them into the car for that trip and finding the non-existent parking at this location is just sometimes not a fight I want to have). Putting aside why this other restaurant is even “in delivery range” for me, why in the world would ShakeShack not let me choose which restaurant to have fulfill my order, or at the VERY least tell me before I place the order which restaurant the food will be coming from? If it’s not available from the nearby location soon, I would rather just not order. Without that “feature”, I’ve realized delivery is basically useless for me and will need to stick to pick up.

i tried to start an order for delivery & at first it just cleared my entire order because there were “no delivery times available” (mind you it had told me delivery was available!!) so i started from scratch, selected a new delivery time, put in all the items again, and when i went to hit “checkout” the button wouldn’t work. i kept pressing & pressing it over & over and nothing happened. i was so frustrated as I had friends over and i had already had them put in their order multiple times. there was NO indication of what was wrong. and ShakeShack won’t store your order so you can try and select a new delivery time or investigate why you can’t check out. ANY changes will clear the entire order.

in the end we decided to give up & order through uber eats, because multiple attempts of using this terrible app left us hungry, annoyed, and ultimately foodless . i love Shake Shack and I was so disappointed by this experience

this is also just a general gripe but any good delivery app should have a Group Order functionality. of course a group order function won’t help an app that doesn’t work in the first place.

First off, you have to log in to see the menu.

Then when placing an order (for 4 hungry people, so not simple), it errored out and completely lost the order each time, once AFTER it took my money. They immediately told me they’d refund via an email, but I had to start the order over. Both of those were delivery, so I gave up on that and ordered pick up. Finally it worked, but at no time did it accept the 2 for 1 coupon on their site, even though I had at least 2 Shack Burgers in my cart. So I’m paying full price.

So that should be the end of it, right? WRONG. When I get to the store, all of the drinks and half the fry orders are missing. The employee shows me the paper receipt which did not have those. I showed her the e-receipt that did, so she went and got the drinks. She didn’t get the fries because I didn’t go item by item down the very long receipt to check. I was too hungry and rushed. We only found out when we got home and unpacked. And now we are paying for fries we never received. The manager was kind enough to give me two coupons for free burgers (before I realized they forgot the fries), but why would I want to go back now?

Hello,

Kindly, it would help to make an update to the flow. All could be well, but I could not find what I was looking for. Please see below for insight.

I created an order for curb-side pickup. As I was adding items to the cart to purchase, I needed to verify what was added to the cart. Once I viewed the cart, I could not figure out how to get back to the menu to order more items so I swiped the cart pop-up down. There was a screen that only allowed me to initialize my order again by verifying the retail location and RE-entering my vehicle information which had been erased from before. I re-entered my vehicle information, then I was taken to the menu to continue ordering more items. Each time I needed to view the cart, I had to do the above actions all over again. It would help to redirect or have an option to go back to the menu from the cart without starting from the beginning again. Also, I think if you added ApplePay that would be an awesome easy and time saving feature for the customers. Besides that, the UI is beautiful. Great job!

This isn’t your usual fast food application where you simply get a list of locations and a look at the menu. ShakeShack separates itself for three reasons. One is the ability to read the company’s blog which fills you in on the latest news and promotions surrounding the chain. This is great for those who are devotees of Shake Shack or even for those who are new to the chain and want to find out more. The second which is more of a gimmick but is still unique is the ability to view video from the Shake Cam at its original location in the city. The third is being tailor made for ordering on the go so those who don’t want to wait in line in store can grab their order and go. ShakeShack besides having the basics of a location finder has a more stylish food menu interface allowing you to browse items by the category with appetizing photos to go along with it. Users can also connect to all of the chain’s social accounts from ShakeShack . If you are a regular of Shake Shack ShakeShack is a must download.

Just installed ShakeShack and could not submit my order due to a vague error message. Tried literally 10 times, deleted and reinstalled, and my order went through. A few minutes later I got an app notification that my order was received but NOT ready AT THE SAME TIME I received a text that it was ready. Clicked the link in the text and it opened ShakeShack and showed the your-order-is-ready-for-pickup screen. My order is not ready and if I close that screen my order shows as pending, not ready. Deleting this POC as soon as my order arrives, if it ever does.

UPDATE: Reinstalled a year or so later. Entered my order, tried to submit, received a vague message about a problem with my order. Since it happened at the payment screen I tried a different credit card, no difference. My son finally figured out that they were out of root beer, so naturally it lets you put root beer in your bag and then gives you a message that doesn’t mention it when you try to pay. Such a crappy app.

ive deleted and redownloaded ShakeShack a few times trying to get it to work but heres some things ive noticed. the curb side option disappeared with no way to get it back, even though every location ive gone to still has a curbside spot for pickup available. when you enter your payment info and request for it to be saved for future use, the next time you open ShakeShack its gone and youll need to enter it again. theres is no option to auto fill or use applepay or paypal so if you dont have a card on hand youre screwed. when choosing a pickup or delivery time, ShakeShack pauses and either force closes or shows an error which then does not allow you to choose a pickup or delivery time. im sure theres more but ShakeShack is making me feel crazy. FIX ShakeShack IM BEGGING. i just want my chicken nuggets. i just want the nuggets delivered to my house is that too much to ask for

When there’s a problem with your delivery (and there will be), the only option in ShakeShack is to send an embedded message that says they’ll respond within 3 days. That didn’t feel very helpful when I was trying to track down my order that was over an hour and a half late. Sure, ShakeShack gave a telephone number for their outside delivery team, but they said they had no record of the order and said I had to contact Shake Shack directly. Even when I called the location directly, the calls (several) go straight to voice mail and no one returns them. I’ve ordered from ShakeShack several times now, and each time there was an issue (once they forgot to include the burger, once the shake spilled all over the bag, etc). Would love for the system to work, but each time I’ve ordered from Shake Shack there’s been an issue and they don’t let you contact them to discuss it in real time. What a disappointment!

I placed an order through the shake shack app which is delivered through Uber eats, once the Uber driver got my food proceeded to the address that ShakeShack had sent to them. Once ShakeShack showed that the driver was one minute out I went down to meet the driver who I received a call from and was over 30 minutes from my location. I spent over 45 minutes on Uber‘s customer service, And speaking directly with my driver who did not want to complete the order as it was 30 more minutes of driving for her. After double checking my order and re-ordering making sure to put in the correct address in for the second time. it still sent the same incorrect address to the Uber driver. in the directions I also put the name of the hotel and the correct address. But the shake shack app decides what the Uber driver can see and what they cannot and leaves both the correct address that I have now entered in twice, and my additional comments to help elevate the situation out.

Well, at least you can customize the drinks now.
Started an order. Realized I hadn’t customized my burger. No way to edit or delete what’s in the cart. Log out, then log back in. Did I mention it’s necessary to type your e-mail address every time? ShakeShack doesn’t provide the option to remember it. Start a new order, but guess what? You can’t tell that the previous order is still there. I mean, c’mon guys—how did the annoyance factor of this not occur to you? What do I have to do to rid myself of this order and start over—delete your app?
Looks like Smashburger’s getting my business today.

This worked once and it was nice to have my order ready when I got there. It doesn’t have Apple Pay, so you have to put your credit card in. Scan didn’t work so I had to do it manually. It also doesn’t take shake shack gift cards.

Also, I tried to make one burger gluten free, but I guess when I chose that for one burger it automatically made the whole order gluten free, so all the hamburgers had gluten free buns and the hot dogs came with no buns.

The next time I tried to use ShakeShack , the order simply never went through. After I submitted order the little food icon kept spinning until it said I missed the time slot. Tried it again for the next time slot and same thing. Force quit ShakeShack , had to put in my cc info again (I’m not going to let them save my cc info; why don’t they just support Apple Pay?) and same thing. Order wouldn’t go through and I’ve gave up. Went home with no food. Now I’m trying to cook a baked potato.

It would be great if there was an option to save your address(s) so you didn’t have to type it in each time. I would also love to have the capability of saving instructions for delivery drivers. There is a Shake Shack 15 minutes from me, yet sometimes when I order for delivery, my order will be sent to the Shake Shack across town resulting once in an almost two hour wait and cold food. Some clarification as to why (for example, shorter wait time or inventory of supplies) would be appreciated. You have the option to reorder from a previous order, but when you go to check out the items disappear from your cart, so in effect you don’t actually have the option of reordering. I love the ability to track your order and I wish you could rate drivers from ShakeShack because some of them have been great and deserve to be recognized. Otherwise, it’s a handy little app and I love the built-in option for pickup or delivery.

Love Shake Shack and ShakeShack is great in concept. It works fine on my iPad - no complaints. On my phone, however, not so much. I'm on an iPhone XS Max for the record. I can do everything on the phone I can do on the tablet EXCEPT order food. Kind of a problem for me since that's the main reason I open it. I was blessed with a new location a little over a mile from my house and have become a much more frequent customer and more than a little aggravated that I can only order from the tablet. Especially if I'm out for some other reason and want to pick up lunch on the way home. Silly me, I don't carry the tablet everywhere but I do have my phone with me. I could've ordered on the way so my food would be ready when I arrive but no. Had to go in, order, and wait. Still great but I have to wonder what's the point of an app for ordering food that doesn't let you order food.

I purposely ordered ahead in advance using ShakeShack so I could time a quick supper on my way to doing more work at night after leaving job no. one.

I arrived 8:10 early 5 mins and waited for my 8:15pm scheduled pick up at the Astor Place store. I waited past 8:15 for the txt. When the txt appeared I waited at the pick up, waited. After waiting and going unnoticed for some time I asked about online order. I was told it’s just getting ready???

I waited and more people got their orders. People who I saw when I arrived early 5 minutes ahead of my order placed in advance by 10 minutes thru ShakeShack .

I asked 2nd time. Baffled look. Ignored. Finally a guy assigned to help people order got another person behind the counter to look for it.

It was bagged somewhere. When I got the food it was warm but not hot.

Most disappointing of all when I bite into the patties they were dry... I saw as an option in ShakeShack that you can ask for “well done” but I made sure mine was not checked, did not want it, and assumed default is NOT well done unless asked.

Mines were past well done and overcooked to dry with blackened edges.

This has been the most thoroughly disappointing experience using ShakeShack to save time and a total let down of the juicy burger I had craved for.

Will not be going back to this again.

I think the UX designers need to think about how ShakeShack is structured. I would like to access the menu easily at all times but I can only seem to get to it at the beginning “Get Started” page. As the user dives deeper you are just presented with more and more back arrows. The main reason is because I was looking for a menu and couldn’t seem to find anywhere. ShakeShack seems to want to drive the user into a very linear fashion of Location based browsing, followed by select food, then checkout. But if none of nearby locations are open (which is currently the case in this scenario), I still would like to easily navigate and browse ShakeShack . Maybe I could even see the order total even if the location isn’t open - and place the order at a later date. Anyway those are my thoughts after taking a quick look around. Love the burgers.

ShakeShack does the same thing as each location. Why on earth do you get the notification that the order is ready when it is, in fact, not ready??? Also, why bother with a hiring process? Everyone working the window is rude and has no clue about work ethic. It happens consistently at each location with few exceptions, though they exist. I’ve read that hospitality book. Seems as though the book is a mere suggestion of how Danny Meyer wants his companies to function, because shake shack isn’t the only restaurant losing guests left and right. That Hospitality includes has turned his finer dining spots into just another shake shack with the same kind of attitude from its employees. It’s pretty apparent from who is being hired at their locations. And while some of their spots are better than others, the flagship location in Madison square park should be running top notch, not the lowest rate.

I should not need to sign in with all kinds of info to order burgers. I don’t want to give you any of my contact info and plenty of places have apps that allow to go orders without having to sign into Facebook, without having to give an email.
You can notify people of their order status using push notifications in ShakeShack , you don’t need to be harvesting person info.
Additionally, get Apple Pay guys. It’s 2020 and it’s just not that hard.
I’ve downloaded you app which means you have just as much access to me and me to you as needed. I should be allow to check out in ShakeShack without having to make an account and all sorts of other stuff like fb connection/email/phone number.
Being that mobile ordering and app is extremely necessary at the moment, it’s time for you to make these changes to make the process easy/pain free and with privacy in mind.

ShakeShack is pretty poorly designed to use as a stand alone to ordering food. The biggest issue is that if you need to modify or customize a menu item you want to order there is no way to do it. Each menu item is limited to a few pre filled options to modify your order. There is no option for extra or heavy sauce on a burger, which is a pretty basic modification. There is no way to leave a note or custom modification to a menu item or total order either. What’s the point of requiring a customer to order from the Shake Shack app if the order is going to be messed up and require attention to be fixed? This saves no one time! Who cares about a blog function on a restaurant app if I can’t order my food efficiently and effectively on ShakeShack ! Shake Shack get your priorities in order on ShakeShack. You can do better!

When ShakeShack works, I’m very happy to place my order ahead and pickup. However there have been many occasions when ShakeShack simply doesn’t work. For example, sometimes the buttons don’t work or the pickup time selector is filled with blank options. Even more telling, sometimes I get an error message with just the text “Uh oh..” which clearly indicates that ShakeShack was developed by rather juvenile developers. ShakeShack forces me to enter my CC info every time even though I request saving it which is a pain in the car. Overall I find the UI difficult to use. By contrast the Chick-fil-A app is a thing of beauty and has never once not worked for me. We love the food at Shake Shack but sometimes we can’t get it because ShakeShack is so flaky (just happened again for the 4th time which is what compelled me to write)

I love shake shack and I love their food, but ShakeShack is complete garbage. I selected the next available time for pickup and tried to place an order. Ruh Roh! The time you selected is no longer available! And then guess what? THERE’S NO WAY TO CHANGE THE PICKUP TIME without going through the entire order process again from the beginning. What kind of BS is this? Why offer a time slot that you know won’t be available once the customer actually navigates the menus to place their order? Also, ShakeShack has my saved card in tiny font at the top, so I figured it was all set only to receive a bunch of error messages about my card number format. It turns out that saving a card doesn’t do much because the button to select the card has the smallest font on the screen. And every time I use ShakeShack, the restaurant doesn’t start preparing my food until the actual pick up time so there’s really no point to ShakeShack. Just go order in the restaurant and save yourself the hassle and frustration from this poor excuse for an app.

ShakeShack does the same thing as each location. Why on earth do you get the notification that the order is ready when it is, in fact, not ready??? Also, why bother with a hiring process? Everyone working the window is rude and has no clue about work ethic. It happens consistently at each location with few exceptions, though they exist. I’ve read that hospitality book. Seems as though the book is a mere suggestion of how Danny Meyer wants his companies to function, because shake shack isn’t the only restaurant losing guests left and right. That Hospitality includes has turned his finer dining spots into just another shake shack with the same kind of attitude from its employees. It’s pretty apparent from who is being hired at their locations. And while some of their spots are better than others, the flagship location in Madison square park should be running top notch, not the lowest rate.

I have tried to use this on a number of occasions. For a while, it wasn’t displaying the list of locations, so I had to delete and redownload ShakeShack . It started working after that. You start off by selecting a time to pick up your order, but 99% of the time it tells you that all the time slots for that day are full, making ShakeShack useless (all the slots for the day seem to fill up by about 8:00 AM. Finally, I found a time when I could actually get a spot. I went through the whole order and when I hit submit it tells me “Ruh Roh” (which is really irritating by the way) “we are missing info needed to submit your order”. Doesn’t tell me what info I’m supposed to be missing. I look back through and every field is filled out. So, I’m still not going to Shake Shack. I guess I could go order in person, but if you do that it will take about 2 hours to get a single burger. No thanks.

You’re better off going in person to get a better time estimate (by gauging the crowd) and also be sure the order is actually in. It’s hard to tell if they actually got your order or whether the order is still being made or whether it got lost altogether. There’s no confirmation text until it’s almost ready, would appreciate a status update in ShakeShack or a text confirming the mobile order succeeded ahead of time (don’t remember there being a text option in ShakeShack but maybe I missed it)

When you first order and submit it pops the order is ready pop up with your receipt which is kind of weird, but I figured it was just the confirmation message.

There’s the banner for pick up is ready in ShakeShack when ShakeShack first loads, so you’d expect to get the order status but it’s the exact same prompt as the confirmation(?) popup which is weird. On top of that, the close button doesn’t actually work to close the banner and browse other parts of ShakeShack so you have to restart ShakeShack to browse other parts of ShakeShack because ShakeShack just hangs on that page.

Might as well go and order in person, ShakeShack is kind of a frustrating experience; I like the food otherwise though

I love Shake Shack and everything about it. I have yet to have a bad experience with the food or anything else related to Shake Shack. It’s my favorite burger restaurant.

I just changed from 4 stars to 3 stars for one reason alone and it will instantly go to 5 stars once they do this one addition to ShakeShack . I will continue to keep this in my review until the follow is done:

There needs to be an option where you can tell them if your order is for dine in or take out throughout ShakeShack ordering process.

I hate not having this option, getting to Shake Shack and having to wait until the 11th hour to tell them to switch my order from pick up to dine in. This makes a huge difference in how things are prepared at Shake Shack and presented to you as well. There is so much extra waste when my order is packed for pick up when I am actually trying to dine in. It has become an unnecessary and an easily avoidable hassle if they just make this update. I don’t understand why it is taking so long to make this addition but I really hope it happens soon so I can change my review to reflect 5 stars.

Please make this happen already.

I’ve had ShakeShack for a year, however I do not eat shake shack often due to ShakeShack continuously giving me that error message every time I tried submitting my order, THIS HAS BEEN GOING ON FOR MONTHS!!! And a very funny thing happened today, I tried ordering & when it came down to submitting the order guess what? “Ruh oh something went wrong” something along those lines but surprise surprise right? So I try from my friends phone after she successfully placed her order & mine still didn’t go through. When we get to the designated shack, we were waiting 30 mins for her order & apparently even after she submitted her order successfully, my name was placed on her order. Over all, get it together shake shack like I love your food but I shouldn’t be struggling this hard for an overpriced actually seasoned burger.

Apple Pay makes things so much easier and not all locations offer it. I was in a rare situation where I wasn’t carrying my wallet with me, I went to a Shake Shack, I was referred to ShakeShack by an employee and turned out ShakeShack did not supports Apple Pay either so I walked out. I really liked ShakeShack tho. It was really easy to use and order my entire meal until I hit the payment option.
Also turns out I had an account with them I made once with my Facebook and i couldn’t login because I don’t have Facebook anymore and I had to create a new account.

I attempted to use the latest version of the Shake Shack app. ShakeShack was easy to use and sign in. Although ShakeShack didn’t allow me to change & or add extra cheese to certain menu items. As I walked in to the Summerlin location, the woman behind the counter directed me to the manager on duty, Brian. Brian proceeded to immediately help me by manually changing the order I just placed via ShakeShack . I will continue to frequent this location!

I placed a pre-order for a 3:45 pm pick up. I arrived at 3:44 pm and it took a few minutes for someone to notice me holding my phone to show I came to pickup an online order. Once I was noticed it took a minute to get my food.

Upon returning to the car, my hungry hubby started eating the fries, which were not hot as we are normally served. Later he bit into his Smoke Shack burger to discover the bacon was burnt.

This is a rarity for this location, which we have visited at least 15 times just this summer. We usually go in the evening or the weekend, but never late afternoon. We’ll chalk this experience up as a “fluke” and will see what happens on the next visit.

App looks good, but if you can’t execute on customer service then what’s the point. In the middle of ordering the pickup time got pushed ahead, so far ahead that I would certainly arrive before the 28 minutes from then. I arrived with about 17 minutes before my order was to be picked up. There was NO line, so they weren’t busy. I asked if they could start on my order.. she said no, they don’t receive the orders until 10 minutes before the pickup time. So there I wait on a slow night, for 17 minutes to get my order. You guys need a better system, one that would allow me to either submit sooner or allow cashiers to manually send the orders to the kitchen. Terrible.

The main benefit of ShakeShack is you don’t have to wait on Shake Shack’s notoriously long lines. For that reason alone it works and does its job.

My only gripe is a minor one. When you order via app, they treat it as if you are doing carry out and always bag your food. This is a tremendous waste of paper for people not doing carry out, not to mention the inconvenience of having a large paper bag in the middle of your table. I order via app to avoid the lines but I still eat at the location. ShakeShack should have a checkbox asking if you’re doing carry out or if it’s to stay.