Shake Shack — Restaurant in Dubai

Dear Shake Shack Customer Service,

I hope this message finds you well. I am writing to formally express my dissatisfaction with the poor customer service I received at your Shake Shack restaurant located in Dubai Hills Mall. On Sunday 6th of april 2025], I was attended by Teresa, the cashier, and I was deeply disappointed with the way I was treated.

During my visit, I encountered unprofessional behavior from Teresa, which included rude behaviour, unhelpful attitude, poor service. After she finished taking my order and payment she slammed the receipt on the table infront of my 7 year old son saying “here!”. This behavior was not only uncalled for but also left me feeling disrespected as a customer.

When I attempted to address the issue with the manager, Joseph, I found his response equally concerning. Rather than assisting me or taking my complaint seriously, he kept disregarding what I was saying. Additionally, when I asked for Teresa’s name to lodge a formal complaint, Joseph refused to provide it and instead insisted on giving me his own name. This lack of cooperation and refusal to properly address my concerns is unacceptable.

As a loyal patron of Shake Shack, I have always enjoyed your products and services. However, this incident has seriously impacted my perception of the brand, and I am disappointed with the way my complaint was handled.

I kindly request that you investigate this matter and take appropriate action to ensure that other customers do not experience similar treatment. I believe in the importance of maintaining a high standard of service, and I hope that steps will be taken to...

Staff are very nice and helpful and easy to talk with. Decoration is nice and bright. It is super easy to order, you can order through the cashier or contactless through screens (multiple screens available for order). They have multiple beef and chicken options, they also have vegetarian options. I tried the shack burger double beef and it was super delicious. I got their ziggy fries on the side perfectly fried, and I love that they have ketchup and mayo and mustard station from which you can squeeze as much as you like from each sauce, how awesome is that?! And they have a washing machine station which is great since it's in a mall so you can directly wash your hands without having to go all the way to the mall's toilets. My friends had her kids with her, they got vanilla ice cream they seemed to really enjoy it so it must be good. All in all, for a burger place, it was a great experience from value to hygiene to sittings, much better than similar burger places where you feel that the food is plastic or rubber 😅😌 Recommended for when you're in the mood for...

⭐️⭐️⭐️⭐️⭐️ Outstanding Service by Aldin at Shake Shack, Dubai Hills Mall

We had an excellent experience at Shake Shack in Dubai Hills Mall, and a huge part of that was thanks to Aldin. From the moment we walked in, Aldin stood out for his professionalism, warm attitude, and attention to detail. He greeted everyone with a genuine smile and went above and beyond to make sure our order was perfect and served promptly.

Aldin was not only efficient but also made the entire dining experience feel personal and enjoyable. He was happy to answer any questions, offered great recommendations, and made sure we were comfortable throughout our visit.

You can tell he truly cares about customer satisfaction and takes pride in his work. It’s rare to come across staff who combine such high standards of service with genuine kindness and energy. Aldin is definitely an asset to the Shake Shack team, and I’ll definitely be coming back—largely because of the great service he provided.

Highly...