Shake Shack VivoCity — Restaurant in Singapore

No clear queue system at the self order. Huge mess. Wasted my time today. Glad to be eating elsewhere.

As requested by the owner, I sent an email. Will leave it here for all.

To the person in charge,

I have been to most of your outlets, from the Telok Ayer branch, the Suntec branch and even the jewel one when you guys first begun. Q management was orderly and UN frustrating. These outlets were your busiest but people did not get mad because the lines were managed well and fairly. Vivocity’s design works when business is poor, perhaps that was why I had no issues the times I came before today. Perhaps it is time to redesign your physical space for success?

Perhaps take a design cue from your already successful outlets. Simple signs, clear floor markings, an actually segregated q system leading up to your self service machines.

VivoCity had no clear system for lining up to your single human manned order counter and your 4 machines where 2 were not working. What a waste of time and resources to buy 4 payment systems to have half in use. Reminds me of our causeway problems.

To make matters worse, NO q management present, not even signages nor a tangible “ q starts here” indicated. People coming in were literally forming weird lines (not their fault. No clear indicators on where to join the q) and cutting ahead of each other at your machines individually and accidentally lining up at your switched off machines to later squeeze in line cutting ahead of earlier arrived customers. What a disaster.

Was no thought given to this at all?

I gave up and tried to join the human manned counter.

To make matters worse the only human manned counter for orders was also not clearly indicated, resulting in a split q stating from both directions of the counter from time to time. In the time transitioning to this q, I was cut ahead by a group of 8 persons in a group with a massive order. I’m just one person needing a yummy burger meal. This was a mess too.

Anyways, Hans Im Gluck was nearby and after lining up for 15 minutes in this huge mess, I was told the wait time was for 20 or more minutes. I took my precious time and headed to your competitor, perhaps for good. But certainly I will never come here again.

Everything was rushed as I was attempting to start my fast before 8. Never did I expect dinner with shake shack to be such a frustrating mess.

-will remove after...

Visited the outlet on 30 Aug Tues lunch, everything was so slow, waiting time was a whole 40 mins on my order till I was frustrated of waiting, I could have gotten other food. Awful after seeing how the staffs managing inside with no team work. One lane with overload of staffs, what worse was the chinese female staff was taking her own sweet time teaching the chinese male staff to pack the burgers, shouldn’t the training be taught during off peak hours. One male staff who looks like mid 20s, on plump side on the lane with overload with staffs raising his voice guiding the other staff that it could be heard from outside. What I don't understand is during lunch hours, the main point should be getting the food done quickly. Do it during off peak period. Also, other male staffs standing around freely when the food aren't ready at all while other chinese/mixed female staff was handling the lane herself from one end to another. How does the management do ratio assigning 1:4-5 on 2 lanes. Do a better job. GRAB drivers waiting impatiently all for the orders. Ahead of my order, elderly couple at food collection point, chinese/mixed staff offer if help is needed and to my surprise there was no staff outside that step in to assist?? (When usually outside there is a staff for other outlets) When I am leaving, chinese male staff was secretly using phone outside, Terrible terrible.. Does this food chain allow staffs doing what they wish? Outlet is not understaff it is the management that doesn’t knows how to divide the task properly and needs to step up and assist their staffs to not only improve the efficiency AND speed of service.. Why would you hire people that idles around and do nothing, some shouting at co-workers and others have to do more than 1 thing and ? Plump male chinese staff is definitely not manager from his shirt that shares the same as many inside working. Management needs to reprimand on the staffs. If I am the staff working in there who is doing more than one task while the others is idling like a wood of block, I wouldn't want to work at such environment. Continue with slow service, no sense of managing their staffs in the right way, closing down will be a...

A place I’ll go for beef patties, concretes and fries.

Popped by the Vivo branch for a second round of dinner bites and ordered the Shack Burger + Pandan Shake as we were somewhat filled from meal one but loved a little extra for that evening.

For a bursting place like this during meal hours, it was fortunate to find us seats somewhat quickly and ordering was from there self-service online ordering platform which was straight-forward and fast. Order took some time to prepare and my buzzer was one of the lasts to have gone off, for ones who had ordered around the same time as me.

Nevertheless, the filled tray of freshly prepared burger and shake lifted our moods quickly and the burger was - emmm - delicious! Juicy, fresh patty that was warm during bite… Pandan Shake was equally nice, except on the sweet side, and if that’s for one person, you might feel sick after 50% of it. Have some savoury food to kill that jelat-ness prior to finishing it, it helps!

All in all a wonderful meal, except that some diners were ‘very considerate’ and had to drag their heels repeatedly, to and fro our table next to the corridor (links the front to the main seating area at the back). And a few groups decided to hold their loud conversations next to the pick-up window when they had their buzzers in hand. Bad choice if you need a little peace to catch up with friends or partner. And that was an evening of...