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Shake Shack
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Shake Shack Reviews 34

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Shake Shack Great app

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 the app. 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 the app 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.

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Shake Shack Bad App, Bad Store Integration

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?

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Shake Shack App :(

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 the app or a text confirming the mobile order succeeded ahead of time (don’t remember there being a text option in the app 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 the app when the app 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 the app so you have to restart the app to browse other parts of the app because the app just hangs on that page.

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

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Shake Shack No notification when order is ready

I only rate apps when they’re REALLY GOOD or REALLY BAD.. nothing in between, because there isn’t enough motivation. So here’s what’s really bad about this app: every time I order for in-store pickup, I am not notified when my order is ready. I think I have received this notification only once before out of several orders. The email I receive immediately after ordering says I will get a text when my order is “almost ready”. Instead, I may be sitting in my car, waiting, only go inside eventually and find my order sitting there, already cold, with no notification at all. I can only assume it’s up to store staff to take some action to notify me, since the order receipt email comes IMMEDIATELY and without fail, and since I received an “order ready” notification once before. But this, I would say, is a problem with the app, not the store. If the store’s computer is capable of printing a receipt that is then attached to the bag, the receipt printing process MUST AUTOMATICALLY notify me that my order is being bagged. Anything less than that is below par for the course for modern curbside store integrations. Less of a major issue, but also, please use push notifications instead of SMS/email.

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Shake Shack Little to like in first use

Downloading went smoothly and registering using my Google credentials seemed to go well. That ended the positive notes.

After completing the order and entering the payment information and attempting to submit the order. A red advisory popped up saying a phone number needed to be entered. Problem was there was no advice as to where it was to be entered. No links or other information was provided.

I went inside the location to ask for help and the employee couldn’t assist. I had a promo code and he said I had to place the order through the app.

I went into the account area in the app and found a place to enter a phone number. (Noting this was not requested previously.) No idea why it would allow you to start an order if you weren’t going to be able to complete the order without the phone number. Which you could no longer provide?

I went re-enter the order. The credit card information has not been saved despite me choosing to do so.

While attempting to delete an item (an option in the app). The app froze up end I had to start over. In one other place there was an icon to start your order. It was a dead link.

I’ve got a lot of apps on my phone and I can’t think of a worse app experience.

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Shake Shack Meh app, terrible support

For days, the app made it impossible to order a meal — no “add to bag” button ever showed up even after quitting the app. Today I was really craving shake shack so I fixed it by uninstalling the app and reinstalling.

I was reminded of the terrible step 1: the app never remembers your address and makes you enter it fresh each time. How hard is it to remember my address?

I put in an order; I got 5 texts that it was being prepared about to be picked up until I finally received it.

The order was wrong and I was shortchanged; I ordered 3 double cheeseburgers with heavy modifications. I received 3 single cheeseburgers with no modifications whatsoever - bread, cheese, meat and that’s it. Not even any ketchup.

What a waste of money.

Customer support is horrific - good luck getting in app support or getting a number to call. Instead, they make you fill out a form and wait 1-2 days. The form forces you to enter information like which shake shack you visited and at what time, even if you specify you ordered in the app. Surprise, the order history doesn’t even show which location it was delivered from.

It doesn’t remember your order number (which you can’t even copy+paste).

All in all, horrible experience.

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Shake Shack More Waiting and Other Disappointments

I purposely ordered ahead in advance using this app 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 the app.

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 the app 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 the app to save time and a total let down of the juicy burger I had craved for.

Will not be going back to this again.

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Shake Shack Shack to the Future!

I’ll never forget the first time I went to Shake Shack, almost 10 years ago. I had just started working for a small Financial Journalism firm in the Flatiron Building when my new colleague Donatello (What’s up Don?!) told me about the Shack’s webcam, which would let us scope out the line and pick the right moment to swing through for lunch. It was at the time when the webcam was also catching a mother bird raising a nest of baby birds. Beautiful stuff. I met my now-wife while waiting on line at Shake Shack that afternoon.

Anyways, I’ve always appreciated Shake Shack, not just for its deliciousness and support of public natural spaces, but also for its dedication to using innovative technology to provide customers with the most efficient and fun eating experience possible. This app is another example of Shake Shack reaching into the future and raising the bar on how customers can interact with a brand. The design is elegant and smooth, yet undeniably sexy. Functionality-wise, everything is there (although the app currently only functions for one store), even the original Madison Square Park webcam. The only thing that could make this app better is if another family of birds starts building a nest where the old one used to be - maybe they can figure something out by the time Spring rolls around.

Thanks Shake Shack!

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Shake Shack Needs 1 Major Improvement

First off...the app is very user friendly and the food is fantastic. However, (and I strongly agree w/the concerns from OhNG) this app needs one major improvement- you can order only 4 items from any category at a time...which makes it hard for a workplace order. This is how it panned out...I was trying to order 6 burgers, but it cut me off at 4. So I placed the order for 4, and planned to place another order right away... to find that that cannot happen until my first order is picked up. So I decided to call the other 2 burgers in to SS to find that you can't place an order over the phone.. the automated phone answer gives you the option to speak with a manager, which puts you into a VM which they will respond to within 24hrs. So here I am with an order for 4 burgers that I can't cancel, so when I get to the Shake Shack, the line was out the door (good for their business, but not for my predicament), which resulted in my online order ready before I placed my pick up order. Which leads to another complaint... the burgers which are ordered to go, are wrapped only half way, which is how it should be for dine in. To-Go Sandwiches should be completely wrapped to keep the product as hot as long as possible, and to keep it away from anything which could possibly come in contact with it before it touches your mouth. That's basic though...I shouldn't have to be saying this!

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Shake Shack Re-order for family is horrible, no invite-to-order

Two weeks ago, we got dinner from Shake Shack in the app. The order is still in my History. I can look at it. It’s 12 items. Can I re-order it at the Shake Shack I’m near tonight? No. I have to screenshot the old order, text it to my spouse and have it read to me while I go through the app and re-enter exactly the same items. There are so many different ways to handle this that would be more convenient. Let me put compatible items in my bag. Let me acknowledge any localized item not available tonight at this one. Or, if there are not localized differences, let me pick the location and the pickup/delivery option LAST! The app also lacks invite-to-order, which competitor apps have. It’s as-if Family orders are being discouraged because there is no thought to anyone but an individual placing an order for only them. Do I get notified by the app about the status of my order? Sometimes I get the text to approach the window, sometimes I don’t, and the app refers to a status display for the order that doesn’t exist, so everyone waits in a cluster by the pickup window waiting for your turn to tell the harried clerk your name and he’s telling everyone 5-10 minutes more, instead of some system - any system- so that maybe you just “checkin” at the pickup window with a QR code or such so the harried clerk can give you either an exact status or know whether or not you are there when an order comes ready.

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Shake Shack So-So

Saw a story about shake/shack on 60 minutes
Decided to give it a try. Ordered thru the app
it was easy, selected the time for pickup at 7:00 pm got to the place at 6:55 sat down and waited for text to say the order was ready. I saw 2 orders sitting behind the counter, at 7:10 got a text saying my order was ready. Went to the counter showed the girl my text for my order she turned around and picked up one of the orders that I saw sitting when I got there at 6:55. My order had been sitting there for 15 minutes before I got the text saying the order was ready. Needless to say 2 cold burgers, 1 cold chicken sandwich and 2 cold orders of fries. $29.00 for a cold order of food. The sandwiches were the size of my palm, didn’t know they were kid size burgers. Fries were ok, would have been good if they were hot. Nothing special here. Made an out of the way trip to try. Don’t see what’s the hype is about shake/shack, very disappointed after seeing the 60 minutes story. There are a lot better burgers you can get in Dallas. One and done. And what’s the use of ordering food by the app if I have too wait for it when I get there. I could have walked in and ordered and got a hot meal. And I should not have to stand at the pickup for 4:55 minutes before being helped, if I’m standing there that means I’m there to pickup something. And made eye contact with 3 different employees all were indifferent. Just a bad first impression.

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Shake Shack Breaks frequently. Use DoorDash Pickup instead

While this app has a pleasant interface overall, it often breaks on my iPhone 12 Pro Max. I will be able to add items and check out, but attempting to pay will result in a vague error, forcing me to use the clunky mobile website to rebuild my order and pay. Also, the various customization options are all hidden in their own separate accordion menus, which makes it really clunky to modify several options at once. You might say this would take up too much space, but right now all the options and accordion menus use massive amounts of unnecessary padding and it definitely seems like most menu items’ options would fit onto a single screen. November : I am unable to use the app OR website to pay via credit, debit, or Apple Pay. The only way for me to pay, besides going in person and waiting in line outside getting screamed at by tweakers. DoorDash Pickup allows you to order from Shake Shack and works well without much in the way of added fees, and it’s what I’d recommend using. Even if you’re currently able to pay, they’ll probably break it in a week again, don’t bother with this garbage app. Read recent reviews to understand how bad it is. November 28: Have a new phone. Tried the app again. Now it can’t even get past the “Choose a Shack” page. Once you “Choose a Shack”, and select indoor or walk-up pickup, the app hangs for a few seconds and then returns to the “Choose a Shack” page. At this point I’m actually enjoying seeing how this app can keep getting worse every week. December 2 update: I can once again use the app to order.

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Shake Shack This app will be my Joker origin story

Shake Shack is a restaurant I like a lot - it's walking distance from where I live and the food is good. I prefer ordering ahead because it is a lot faster, and I have pretty bad agoraphobia. Crowds REALLY stress me out. The age of mobile ordering has been a blessing for my busy schedule and my dislike of public places.
The majority of my time using the app, I haven't had any problems whatsoever - up until recently. I tried placing an order where the wireless connection was poor (this one is on me) and, to little surprise, it didn't go through. I didn't mind much, as it was a rather predictable outcome. The issue arises when I tried to place an order afterwards. For whatever reason, the order would not get through. I improved my internet connection, restarted my phone, uninstalled and reinstalled the app multiple times, re-entered my payment information, and even disabled and created a new account to try and fix the problem - nothing worked.
It wasn't until I got a new phone when I was able to place orders again. The app was working fine until - yet again - I made an order in a place with subpar internet connection and it didn't go through. Even after I got a stronger connection, I ran into the same problem.
As much as I like Shake Shack, I don't want to factory reset my phone or purchase a new one any time i want food that costs less than $20. Outside of this, the app works fine and I like everything about it! Hopefully this issue will be worked out soon - I enjoy the food and have had pleasant experiences otherwise, and I don't want to have to jump through so many hoops to get a good meal!

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Shake Shack App Security Issue and Horrible customer service

One of my family member has been happily using this app to order Shake Shacks for a few years until this SECURITY BREACH INCIDENT happened. We have since then STOPPED USING THIS APP. Yesterday she received an email notification that her Shake Shack account has been updated (to a name/phone unknown to us), and one minute later, another notification that an order has been placed by someone in another state. She immediately removed her credit card from account and changed her password. Since she did not share her account with anyone, we suspect the her Shake Shack account has been somehow compromised. Then we spent nearly half an hour trying to figure how HOW TO REPORT this SECURITY INCIDENT TO SHAKE SHACK without success. Shake Shack provides only a generic email address for customer to reach out to them. The company does NOT provide any contact phone number, online form, or even dedicated email address for us to report this incident. The worst part of this is, without even providing a contact point for customer to report urgent issues that can be related to the SECURITY OF CUSTOMER INFORMATION (e.g. phone number or online chat to talk to a real human employee), how does Shake Shack monitor and ensure that its customer’s information is secure? How can I trust that this company has appropriate mechanism in place to safely handle my private information and credit card information? I don’t know if there has been a security breach in Shake Shack’s system, but my experience tells me that the company does not care to provide a way fir customer to raise their concerns. We sent an email reporting this issue and hope to hear back soon. We understand it’s a long weekend but also know that fraudulent activities does not pause for weekends. Download and use this app at your own risk!

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Shake Shack Clumsy UI, Waste of Time

Long time Shake Shack fan. Worst experience of my life thus far.

Selecting a Shake Shack location from the list was easy. Selecting a time slot, that's only in increments of 15 minutes, with the soonest availability 45 minutes out is insane. Why not provide a rough estimate of actual wait time from now and put my order in ASAP? Doesn't make sense.

Assuming you don't want to eat for another hour, you're presented with clumsy menus. Instead of just listing out the menu categories and items in text LIKE IT IS IN THE SHACK, you're forced to scroll down through photos for each category and then swipe across for other categories. A simple list to tap would have been so much easier. You could even have that list expand and collapse for photos. Scrolling was a headache. Also some of the black on black toggle buttons are impossible to see.

(Obligatory complaint that I can't order a concrete through the app.)

Finally, after getting my order settled, I waited. My friend went into the shop next door to Shake Shack and had an entire meal (order, prep, payment, and consumption) all while I sat hungry.

At the appointed time slot, there was no "Your order is ready!" text. So I went into Shake Shack and up to the counter under the App Orders line to wait. Ten minutes beyond the time slot, I get the text that my orders done. But no one brings me anything? I see 10-12 orders given to other people waiting in the regular line (which is moving fast?) but nothing for me.

Finally after another five minutes I wave my hands in front of the employee's face and ask where my food is. He looks surprised to see me. I've been here 15 minutes under the App Orders sign, maybe two feet away. "Oh! Your orders been ready." I'm handed a melted room temperature shake and a cold burger. 60 minutes total time elapsed.

Deleting the app and sending this complaint to Shake Shack.

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Shake Shack Misses by miles in the integration department

I wanted to avoid lines at the location, so I downloaded this app. Following is my review breakdown:

- The UI is okay. Can probably use a little clean up for ease of navigation. But I didn’t find any major issues with it. Was able to browse through the menu items and understand what’s there. Finally add the items to bag for Checkout.

- Checkout process was a pain. In this age of integrated apps, I was expecting this app to use App Pay for quick payments. But could not find the option anywhere. Had to fumble around for the credit card to use them for checkout. Saw the scan option, was delighted for a moment. Alas! The scan didn’t work, on any of my cards. At this point I had about a minute left to checkout my order to make it in the window I was intending to get it in. Cringing inside, I started punching in the card details. Accepted and proceeded. Was able to place the order finally.

- Notifications are weird. I did not get any sms about my order being ready. Seems like Google number does not receive any messages! Can the developer confirm?! Okay, I did not get the sms. The order in my app has no status! I decided to walk down and see at the location of order is ready since the window is almost about to start. The order got ready just when I entered the location. Still no message or order status update in the app.

Overall the ability for me to order ahead of time is a good feature. I like it. But in this age of super granular tracking and integration with other services, I am expecting a standard which this app needs to work upon to reach a 5 star experience.

Suggestions for developer:
- Just integrate with Apple Pay and let customers keep their card information at one place. I know there is a business model for Apple there, but customer should have ability to use the Apple Pay.
- Add improved tracking of orders, so that customer does not rely on SMS solely.

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Shake Shack Complaints 18

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7:49 pm EDT
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Shake Shack Milk shake and fries

I ordered a mini brownie milkshake thinking it look like the picture or even taste like an icy creamy milk shake. Yet, it was just a melted liquid and lumpy whip cream chunks listing , no brownie pieces just a melted ice cream overly liquidity mess. All chip bits were in the bottom . Very disappointing . The fries were on cold side but the cashier seemed annoyed when I asked for a straw. This is the second time I’ve tried it and def won’t be back. What a waste.

Desired outcome: Not sure but super disappointing and big waste of money.

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11:52 am EDT

Shake Shack Food poisoning

Hi guys, I don't know where to write a complaint, so I'll leave it here. Yesterday I bought a burger and fries in Kuwait,Fanar Mall... Today I lie with poisoning all day, because the fries were fried in a huge amount of old butter. it even stank of old butter that had been cooked 10 times... I've never felt so [censored]ty before. I am very disappointed that my favorite place has become disgusting. and all day today I lie with poisoning. I already have 2 droppers for poisoning. I'm sure it's because of the potatoes because I didn't eat anything yesterday except your food. thank you i will never come again

Desired outcome: Complain My number [protected]

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Shake Shack Please fix your website and app !

Let's start with the website with the limited menu online versus what is listed on the app when placing a online order. Then there is the contact us section that keeps flipping back to the locations and when you choose doesn't bring up the feedback or online request form to ask for help with a placed order or additional info. Please note I will delete this app after this review cause based on other reviews you give an auto response and don't address any issues or concerns. Thanks but no thanks won't be ordering again.

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Is Shake Shack Legit?

Shake Shack earns a trustworthiness rating of 100%

Highly recommended, but caution will not hurt.

Our conclusion: Shake Shack stands out for their exceptional legitimacy, according to ComplaintsBoard’s detailed analysis. This highlights Shake Shack's reputation as a trustworthy leader in their field. Customers can rely on Shake Shack's services, assured they're dealing with a highly reputable and fully legitimate company.

By resolving 88% of 18 negative reviews, Shake Shack is demonstrating its dedication to customer satisfaction and effectively addressing customer issues. While there may still be some practical problems that need to be addressed, such as long wait times or unhelpful responses.

Shake Shack has received 6 positive reviews on our site. This is a good sign and indicates a safe and reliable experience for customers who choose to work with the company.

Shakeshack.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Shakeshack.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

We looked up Shake Shack and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

Shakeshack.com regularly updates its policies to reflect changes in laws, regulations. These policies are easy to find and understand, and they are written in plain language that is accessible to all customers. This helps customers understand what they are agreeing to and what to expect from Shake Shack.

However ComplaintsBoard has detected that:

  • We conducted a search on social media and found several negative reviews related to Shake Shack. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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Shake Shack Is this still in beta?

If you like frustrating apps that are poorly conceived and don't work, this is the one for you. First, it asks to set up an account, a two step process. When submitting on the second page, it validates the password, at which time you are notified of the password policy. Going back to the first page to correct the password causes the data entered on the second page to be lost. Finally, at the end of the process, the app encountered errors processing the credit card (tried with two different cards). Deleted the app and went elsewhere.

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Shake Shack Couldn't create account

First issue is the keyboard was covering the bottom 3 options, phone number, allergy and mailing list, so I couldn't complete the account signup form. Then somehow I got past that by restarting the app a bunch of times. But then it told me that my (valid) phone number was incorrect, time and time again.

If I ever do use this app again I wish it had a map view rather than just a list. There are many factors other than distance driving a decision to choose one location over another and it's hard to evaluate from the low information list view.

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Shake Shack What’s the point?

I ordered from the app so I could stay at work until my food was ready to have enough to to sit and eat. When I got to the counter 3 minutes after being told my food was ready they told me mine was going to be ready on a few minutes. Not sure why since I was told it was ready 3 minutes ago. 15 minutes later I still don’t have my food and now I have 10 minutes to eat and get back to work. What a useless app. The same thing happens with the buzzers if you order in Store. Why say your food is ready if it still needs 15-20 more minutes to cook? Horrible business model and service.

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Shake Shack So many bugs!

Won't let me place an order bc it's saying I need to contact my bank. I use someone's else's card. Still not letting me. I contact my bank. They give me the green and still the app has the same error message. I have my boyfriend create and account and use another card under his name. Not mine. And the same stupid error message appear. Spent over an hour trying to figure this out. Still not working! Also the fry5 coupon code does not work. I used it on the first day they posted it online. And not working. I hate this app. Please work on it bc I would love it if it actually worked

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Shake Shack Stopped working

The first time I used the app, it was great! It hasn’t worked since, though. Even though my card was saved from my first visit, it continues to say it can’t process my payment and suggests I contact my credit card company. I tried three different cards, unloading and reloading the app, using a different mobile device, making a new account with a different email address, and contacting American Express. They couldn’t find an issue, and Shake Shack app support said they don’t have a fix yet. It’s been over a month, and I really hope they figure it out. The app would be so convenient!

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Shake Shack Update terrible can't sign in

Thought it couldn't get any worse but it just did with the last update. Now I can't sign in, states my email address is not recognized and then when I try to create a new account states an account for my email already exists. Please use a different app development company that actually knows how to conduct quality control testing of the app. This is worst app ever.

Previous Review: Tried several credit cards and never works. Same exact credit card numbers work on all other apps I use except Shake Shack. Makes it extremely annoying and frustrating. Appears to be a bug with this app.

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Shake Shack Stop sending ads via notifications !

This is obnoxious and is making me uninstall this app. I like your food, but this over stepping of trying to market via notifications is too far. Good bye .

*Response to Dev: Make it so you can opt out of menu updates. Also it is more than just menu updates. There was one that was some crap like today would be a good day for a burger. This is not what service apps are for. What if all the phones in your stores started ringing and it was an automated message from your phone company asking if you wanted to pay for a long distance plan? You would freak out and find a new service. Not much difference in my eyes.

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Shake Shack Terrible in store experience

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.

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Shake Shack Too many limitations

1. When you do google sign in at check-out, the app crashes.
2. The app limits you to 4 sandwiches/burgers in your order. If I'm doing a group order with more than 4 sandwiches, someone else also has to download the app to finish ordering the complete order. It's a superficial limitation and seems meaningless.
3. One active order per app at a time. Again, superficial limitation for the customer.
4. If you order with an account and then log out, the app is still tied to the order and my name is still on the pending order information. This is somewhat frightening because it seems like the data is cached even post log out. Why is the app saving data without an active authentication session in place?

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Shake Shack Terrible ordering experience

We tried to use the app to order to redeem the free shackburger using the promo code. We were forced to select a time slot. We were not allowed to order more than four entrees (this was before applying the promo code). We couldn't even have 4 separate entrees and then edit the quantities to double up. By the time we decided to do separate transactions, our time slot "expired". And we were not going to wait another 30 min just to complete the app transaction, after getting frustrated by the terrible app design for 30 min already, so we ate elsewhere. Shake Shack, you better fix this problem in a patch update soon, or you will lose a lot of business from a lot of angry and frustrated customers like me.

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Shake Shack Ok app minus bad execution = two stars

App works fine. The ordering itself is easy - the account setup etc a little too lengthy. But the real issue is not the app but the execution at the restaurant. I ordered 30 minutes and arrived on time for pickup. Just to be shoved aside and told to wait "a little longer" (unspecified). SMS finally arrived 10+ minutes later just to be told to wait a few minutes more. Then I needed show ID and credit used for ordering? Seriously guys? You are not a bank. I'm picking up burgers. Please peek into what Starbucks or Panera are doing for true real time line busting- otherwise your loyal guests will become the most frustrated ones. Love shake shack in general, so hopefully someone reads this and makes the restaurant pull through better.

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Shake Shack Cook to order . are you kidding me???

We waited for our orders pass our pickup time. When we inquired whether our order is ready we were told by a extremely rude person behind the counter that our order is not ready unless we get a txt message. Note, our order was very simple - 2 burgers and nothing else. We noticed there was a tray of burgers sitting on their cook top. In theory, the whole can be avoided if someone would put couple burgers in a bag --- And, that's exactly what happened when a manager finally intervened. Unfortunately, the bottom of the bun were hard and dry from sitting on the cook top for a long time. Shake shack is not ready to handle amount of order they get of the app and the burgers ARE NOT cook to order ... I wish we went to McDonald's instead!

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Shake Shack Sometimes order won’t go through

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 the app, 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 the app, 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.

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Shake Shack Not good enough

I am sorely disappointed by this app. It lacks the features you would expect from a brand like Shake Shack. There should be an option to place your order right away, not just choose from a list of times. If I'm placing an order at 2:12, why should I have to wait until 2:45 for a hamburger? That's insane! Especially considering if I'm in line at the restaurant and placed my order at the exact same time I got my order in 10 minutes. If you want to plan ahead and pick food up later, fine. But not having the option to place the order right away is ridiculous. If Starbucks can do it, why can't Shake Shack? Also, the feature allowing you to customize your order seems flawed. Why can I add mustard to a hotdog but not ketchup? Ketchup is fairly standard when it comes to hotdog condiments. If I'm ordering ahead I want to be able to pick up my order and leave. That's the point of ordering to go. This app should allow people to truly order to go or else it's pretty useless. I know I won't be using it!

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Shake Shack Good in theory

I thought this app would be convenient since a shake shack opened up down the street from my work, but I was wrong. Placing the order was simple enough (even with that little countdown pressuring you to make a decision). It’s a little annoying that they ask if you want to add a shake when you push checkout, bc no. If I wanted to order a shake, I would’ve added it but ehh, I can get past that. However... modifying an order?! Yeah... that’s where it gets confusing. When you modify an order, you essentially lose your place in line and will have to select ANOTHER time. I went from 12:30 to 1:15. And any coupon code you added to your previous order, gone. So you have to add all of that again. (Which made me modify the order again.) Basically, you’re re-checking out. What’s even MORE confusing is... after I modified my order, it showed that I had 3 recent orders! And I checked my account, I was charged 3 times! I tried to call, but went straight to voicemail each time.

All in all... this app is a good idea in theory, but it definitely needs work.

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pete Asy
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Jul 11, 2023 8:22 pm EDT
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On the 26th of June I ordered shack shake and I had missing items and my food was cold. I reached out to support the same day and was told to wait 72 hours, I did and it is now the fourth day and I have yet to hear back from them, I am a very upset customer because this is the first time I tried the online ordering and it might be my last

About Shake Shack

Screenshot Shake Shack
Shake Shack is a popular fast-casual restaurant chain that specializes in serving high-quality burgers, fries, and milkshakes. The company was founded in 2004 by Danny Meyer, a renowned restaurateur who wanted to create a modern version of a roadside burger stand. Since then, Shake Shack has grown into a global brand with over 300 locations in 30 countries.

One of the key features of Shake Shack's menu is its focus on using fresh, high-quality ingredients. The burgers are made from 100% all-natural Angus beef, and the fries are hand-cut from whole potatoes. The milkshakes are made with real sugar and milk, and come in a variety of flavors, including classic chocolate and vanilla, as well as more unique options like salted caramel and peanut butter.

In addition to its food, Shake Shack is also known for its distinctive design aesthetic. Each location is designed to feel like a modern take on a classic roadside burger stand, with a mix of indoor and outdoor seating, bright colors, and playful graphics. The company also places a strong emphasis on sustainability, using eco-friendly materials and practices whenever possible.

Overall, Shake Shack has become a beloved brand among burger lovers and foodies alike, thanks to its commitment to quality, sustainability, and fun. Whether you're looking for a classic burger and fries or a creative milkshake, Shake Shack is sure to satisfy.

Overview of Shake Shack complaint handling

Shake Shack reviews first appeared on Complaints Board on May 10, 2023. The latest review Milk shake and fries was posted on Sep 1, 2023. The latest complaint Please fix your website and app ! was resolved on Jun 13, 2023. Shake Shack has an average consumer rating of 5 stars from 34 reviews. Shake Shack has resolved 16 complaints.
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  1. Shake Shack Contacts

  2. Shake Shack phone numbers
    +1 (917) 794-4116
    +1 (917) 794-4116
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    +1 (646) 747-8776
    +1 (646) 747-8776
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    Media Contact
    +1 (646) 747-6654
    +1 (646) 747-6654
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  3. Shake Shack social media
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    May 24, 2024

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