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Posted by Tobias Northcutt on 02/09/2009
No burger in the world, and I don't care if it is made from cows who only drink holy water from the Pope himself and only eat the wings of virgin angels, no burger is worth the humiliation Shake Shack puts you though for the "honor" or dinning in their ridiculously designed restaurant. Other reviews have said it, and I agree. Management clearly cares not one whit about any part of the customer experience, except the part where you pay. Stand and wait to order. Stand and wait for your food. Stand and wait to find a table. Then, finally, sit your weary self down at a table with your now cold burger and fries, now warm and diluted soda and now completely melted custard. Send then an email of complaint? "Sorry you feel that way, but that's the way it is." Is there response. What a disgrace.
Posted by anonymous on 02/04/2009
Okay, I feel like I need to defend the Shack a little bit. The food is cooked to order, meaning that the burger you order does not go on the grill until you order it, i.e. at least a 5 minute wait. Regardless, it is still fast food with a twist. Would you complain and return your food if national-chain's place was crowded and you couldn't get a seat? They would hand you a to-go bag and laugh. Please people, you are not going to Nobu here. Also, the "tiny" burgers are all 4 oz, which is the same as a quarter-pounder. Order a double if you are hungry.
Posted by Mike on 02/03/2009
I can kind of understand a burger restaurant in NYC not delivering. But to not have a number you can call for take out is a bit over the top. The restaurant is thriving on its novelty, reputation, and newness. In the process they are ignoring the basics of customer service. It will be a happy day when a new restaurant, with a better approach, takes over the Shack's reign.
Posted by Steve Davis on 01/31/2009
As everyone knows, there are WAY too few seats at this place, especially because people grab tables five, 10, 20 minutes before their food is even ready. I walked around the place three times with my tray of food, and could not find a seat, so I simply returned it, and asked for a refund. I urge you other frustrated customers to do the same. That is the only way they will learn.
Posted by gourmandette on 01/24/2009
So having dined al fresco at the original outpost, I kinda' what I'd be getting here. Did I ever wonder about the lines of hungry humanity, sometimes stretching out to the corner in the bitter cold? Yeah, you bet I did. While the burgers downtown had always been pretty decent, I didn't think they were worth all that. But if this new locale could just live up to the standards of the original, then okay, a decent burger is a decent burger... But after finally hitting the joint on what looked like a slow night, I can't say that it did. First off, the decor downstairs is lamentable and a little depressing...like they ran out of cash and couldn't finish the walls. The burger was OK, and the veggie 'shroom burger wasn't bad either (yeah, I was that hungry.) But the sundae? A woeful proportion of whipped cream to custard. While the cream tasted fresh, there was just too much of it. And who wants to eat air, even fatty air, when you've decided to indulge? The horror of the evening were the fries, which came cold, and in a pathetic proportion, like they had scraped up a last serving out of the bottom of the bin. Just plain sad. So sad actually that I had to complain. The manager was pretty good about serving me another portion, this time hot, but who can eat cold fries? I could have gone home and nuked a bag of Ore Ida and they would have tasted better for sure. Maybe next time, that's what I'll do instead.
Posted by The Sugar Shack on 01/07/2009
This is thee best burger joint on the planet...and don't even get me started on the fries, shakes and ale. If you've never been, go. If you wonder why there's a line...wait until you taste your sandwich or whatever delicious item you order from the menu. If you're shocked that for weeks on end you are still craving another trip...don't be...just give in and go back for more. The Shake Shack is not just another New York City restaurant...it's an institution.
Posted by Dave Alan on 01/02/2009
While the food is good, the wait to order, then the wait for your food, then the wait for a table is completely intolerable. It is common to wait 10-15 minutes to place your order, then another 10 minutes for your food. Then, there are no seats available. Not because people with food are sitting and eating. No, the seats are taken with people WAITING for their food. Ask the management to do something about people holding their seats for 10-20 minutes while you're standing there with a tray of food getting cold? They do nothing. Not their problem. Would you like it to go? Too bad, I'd like to go back, but simply cannot abide giving my money to a company that cares so little about their customers.