Shake Shack 4+

Everyone is pretty familiar with Shake Shack's high-quality, delicious burgers, fries, chicken sandwiches and shakes. That's 4-5 stars, right there. But this place is exceptional - during the quarantine they fed the neighborhood with charm and grace... the food is ALWAYS piping hot, with fresh burgers and crispy fries... order on their mobile app to pick-up food within 10-15 minutes, PRECISELY when promised. There is nice outside seating available, too. The Assistant GM, Felipe Braun, is exceptional in his treatment of customers and delivering outstanding customer service. He does the little things like asking EVERY customer if they need extra napkins, condiments, etc. The company should consider promoting him to a corporate-level job where he helps train and enable the staff in newly opened locations on how the job is done right! Thanks again for feeding us delicious comfort food during the most uncomfortable period in recent history!

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 the app 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 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.