Shake Shack Tottenham Court Road — Restaurant in London

In short: terrible service, rude, unprofessional and unhygienic staff. 😖😤 In long: first they took our order but ended up putting a different burger through and charging us more - despite the server (Tzeni T) repeating the correct order back to us. We only spotted the mistake a few minutes later and when we raised it with them they wanted to charge us again... Even though we had paid more than needed the format timw around. They eventually refunded the difference. Then when we collected our order we got a single burger and a supposed double (which we ordered) but they gave us two singles. We queried this and were told that it was a double. However we stood our ground and the extremely rude supervisor then proceeded to poke and prod the burger with her finger. She wore gloves, but those gloved fingers had touched the computer screens, possibly cash, who knows. We had to insist that this was not a double as it clearly only had one burger in it. They eventually gave us the correct order (I hope they didn't spot on it) but we had to insist that we get a new (unpoked and unprodded) burger. Seriously... This is not hygienic and when we still have a virus going around we do not want to eat a burger than has been viciously fingered by fingers that have been God knows where. The staff gave us filthy looks all the way through our meal which was unpleasant, not to mention unprofessional. In addition the glass they gave us was filthy and had greasy finger prints all over it (as shown in the photo).

Will not return but staff really need to be trained in customer service...

We visited shake shack on Friday evening (July 26th). There was a small queue to get in. It didn't take more than I'd say 10 minutes from arrival until we were served which is ok given the day and time we went. The staff here are very friendly, happy to help and will always accommodate your menu choices especially if you have fussy eaters in your party. The food came out very quickly too. Again I'd say no more than 10 minutes which was fine as there was a large group of people who had all ordered together. I'm sure the wait time would have been a lot quicker if we'd have been served before them. The location is easy to get to. You also have a number of different tube and bus options to arrive too. This was our first time coming to a shake shack in the UK as we had previously visited one in Orlando in March of this year. We were happy to find one in London and it was near where our hotel was located so it was within walking distance. The menu was similar to those based in the USA too. Only fault was that root beer wasn't available when we visited but that was ok. The food was fantastic. We had cheese burgers, hot dogs, crinkle cut fries and coca colas. We are hoping that a shake shack will open near we live as it is a firm family favourite. Well done to all that work there as the staff are friendly and the rest was...

UPDATE: This place is going downhill - the last two times I visited, the service was bad and the burger was absolutely hammered, way into well done territory. Last time, I had a 20 minute wait at 9:30pm with only a few orders ahead of me, employees were wandering around aimlessly behind the counter, and my burger sat under the heat lamp for probably 6-8 minutes. Dropping one star, will drop another shortly if things don't improve.

ORIGINAL: Good, but not totally consistent.

I eat a lot of burgers, and for quick ones I oscillate between Five Guys and Shake Shack. Shake Shack at its best is definitely superior, but Five Guys is more consistent. This Shake Shack is no exception - 3 times out of 5, their double cheeseburger with bacon is very good, and I have no complaints. The cheese actually tastes like cheese, the bacon is freshly cooked, and the meat is usually good and cooked properly. 1 time in 5, it's okay; maybe it's a little lukewarm or overdone. 1 time, it's not great - I've had undercooked bacon, gamey meat, and missing cheese so far.

The fries and everything else are pretty good, but come on, the burger makes or breaks the place, and I can't quite get to 5 stars here. If my next 5 trips are all solidly positive, maybe I'll upgrade...