Shakeaway Crawley — Restaurant in Crawley

Shockingly Poor Service – and Even Worse Customer Care

We travelled from Brighton to visit the Shakeaway store in Crawley—having been long-time fans of the brand and disappointed that our local branch had closed. What we hoped would be a treat turned out to be one of the worst customer service experiences we’ve had.

Staff were disinterested, repeatedly walked away mid-order, and made zero effort to engage. Not once were we asked about extras or upsells like cream (which we always get), and the shakes were served incomplete. The entire experience felt like we were an inconvenience, not customers.

But what made it worse—far worse—was how our complaint was handled. After taking the time to write a clear and detailed message outlining our experience, Shakeaway responded by saying the complaint was “insufficient”. Not even an apology—just defensiveness and a condescending tone that made it clear they weren’t interested in customer feedback.

It’s not just about a shake without cream. It’s about a brand that clearly no longer values its customers. We won’t be returning, and I’d strongly advise others to...

If I could give 0 I would, but I can’t, so have a 1 star. Honestly some of the worst customer service I have ever experienced! Working in the industry myself, I know what standards need to be met when serving customers. The girls were so rude, the one stood at the til serving said I could pay with cash after I asked and then said she didn’t have change and that I must pay on card, I paid and made a comment after about the situation, to which she shouted down the counter rudely “you can have a refund if you want” to which I replied it’s fine! Another family were sitting waiting for a drink, the blonde girl started arguing with them about a mix up over an order of one drink, suggesting that the customer was wrong about what they ordered, they didn’t apologise or offer to make another drink for the customer, and then started muttering between themselves rudely. I hope the manager sees this, I was there on 18/4/21 around 12pm, (there was an Asian girl with glasses wearing a mask on her chin and a blonde girl with curly hair in a messy bun on the top of her head) they seriously need to be...

Ordered junior milkshake and the guy at the till was charging me the full price, even after I informed him it’s junior sized and you’re charging me for a full sized shake. He said “yes” and proceeded to charge me the full price until I corrected him again. That would’ve been brushed off as a mistake but then my son was stood there for almost 10 mins whilst all the other customers were served, even those behind us in the queue. It was only when I came back to check and asked where our shake was they picked up the blender and poured it into a cup for us. I don’t understand why this delay when there were two men behind the counter and clearly our shake was already blended. Is it because I felt called them out for overcharging me? I have been coming here for years but this trip made me feel very uncomfortable so I won’t...