Shake Shack Canary Wharf — Restaurant in London

Today was my first time at Shake Shack - so far I only heard about it since the chain hasn‘t reached Germany yet. I had a couple of hours before my flight back home and quickly wanted to grab a bite at famous Shake Shack. What should I say… that was perfect burger experience. :)

Location: The location is in the center of the middle of Canary Wharf’s core, surrounded by the typical towers, but also with some cozy, park-like green venue in front of it. So the first impression from outside was quite nice. The interior is not super special, but warm wooden walls, huge windows and simple, modern seatings. So far, so nice.

When getting in the first surprise showed in front of me: Zuber from the team warmly greated me and was exactly the support I needed as a first time customer. He gave me some sleek burger tips and brought me to a table with proper view. Definitely didn’t expect that level of service and kindness. Almost like a host welcoming me in his home. :) The food franchise industry tends to ignore how important a good host is for the experience. Great to see positive exceptions. Might not be the standard for shake shack, but the Canary Wharf one definitely has it.

The food: Boom. Exactly what I want from a cheese burger and fries. Great balance of salt and sourness, almost caramelish bun, super fresh salad, mild cheese and juicy patty. Size-Witze perfect lunch for me. The ripped fries (forgot the proper wording) were also surprisingly good. Next surprise was the ice tea. It said „freshly brewed“ on the menu - which usually triggers a „oh come on, what a BS“ in my head. ;) Turned out it was no Lipton or similar, but actual fresh black tea, without sweeteners that I‘m used to. Noice.

So, full 5 stars for a quick meal that turned out to be a pretty nice restaurant and full blown burger experience. Coming...

I visited shake shack tonight after 8:00 PM, and while the dining crowd was light, my experience left much to be desired. I arrived with my 7-month-old baby and needed access to the baby change facilities. However, after waiting for quite some time, I was surprised to discover that the washroom was out of order. There were no signs or notifications indicating this, which was frustrating enough.

What added to my disappointment was the lack of consideration from your staff. Despite clearly seeing me with my baby waiting for the washroom, none of them bothered to inform me of the situation. When I approached one of the employees to inquire about the washroom, the response was dismissive, simply stating that it "doesn't work." There was no effort made to direct me to the nearest baby change or disabled washroom, nor was there any empathy shown for the inconvenience caused.

As a parent, I understand that mishaps can occur, but it's the response and attitude of the staff that truly reflect the level of service provided. Unfortunately, on this occasion, the service fell short of expectations. I hope that steps will be taken to improve communication with customers and ensure that similar situations are handled more effectively...

Visited here yesterday (20/7/24), I placed a order on their kiosk machine for a mere 3 burgers and 2 fries. After the order I was waiting for my food at the collection point. Whilst waiting I observed that only 1 staff member was making the orders, and during this time they be was also making online orders. I patiently waited and waited then at 25min I got fed up as a person who ordered 15min after me got his order before me. I called out the staff asking what's going on and no response and then I asked for a refund. One of the staff members approached me and said my order was ready but I was very annoyed with the service and decided to get a refund. I asked the staff why didn't anyone call my name if the order was ready, I dont think my order was ready. Anyhow I asked why one 1 guy is doing all the ordered and when there was good 10 people waiting for food. I appreciate they make orders as they come in but surely people can't be made to wait 20min and not even informed what's happening. Very poor poor service for a store that's located in a busy canary wharf area. They need to employ more staff or ask them staff in the store to actually do some work. Won't be visit this...