Shake Shack Austin, Domain — Restaurant in Austin

I know, silly me for assuming a place called shake shack would have grilled chicken option, just in case anyone didn’t want eat fried chicken. Against my better judgement and the desire to make my 11 year old happy, I took both of my kids here for a late dinner last night because I thought the options were limited as the night progressed and we have never eaten here before. Might be due to the fact I don’t eat beef, again, silly me.

No interaction with any staff, we used a self order screen. Cool, tell me you want your job replaced by technology without telling me you want your job replaced by technology. We ordered 1 cheese fry, 1 regular fry, 2 chicken sandwiches and my 13 yr still eats beef and bacon, she got a double burger and we all got shakes. Nearly $62 and a $5 tip for the cooks….$67 was the total.

My chicken sandwich was small and fairly tasteless, bread was soggy and fell apart because of its wetness. My daughter that got the same sandwich agreed that it wasn’t very good.

You would think with name like Shake Shack that the shakes would be their specialty, their bread and butter, their top priority to hit a home run, 1 shake at a time…. Nope, the consistency was like drinking thick milk, without ice in the cream, all 3 shakes were the same, half a cup of thick milk and a half cup of whipped cream, simply put, they sucked.

For our first experience:

non existent customer service, including when she brought the food to the table, she didn’t acknowledge my thank you with any words or grunts, a my pleasure would’ve been funny.. but nope.

food sucked. Shakes sucked. Overall disappointing and expensive experience.

If you’ve made it this far in the post, save your money and time, eat somewhere else, anywhere, just not here.

Over hyped and underdelivered experience and we...

My husband and I went to the shake shack last night around 7:30. Okay first thing is first, we like the atmosphere, it is a very close walk to our apartment, and the restaurant appeared clean. Keeping all of that in mind the staff last night was visibly MISERABLE to be there. The woman at the register caused me to laugh out loud with the smile she gave me when I approached the register and watched her yell at the kitchen staff. Then she made visibly dissatisfied facial expressions for the duration of our order. She barked (I don't like that word, but it is most fitting here) at the other staff following our order and even had to leave the register at one point to, I assume, reprimand a co-worker. There is no fun or energy with these poor people. My husband and I sat and waited about 15 minutes for two malts and when we finally got them, they were basically ice cream with crunch chunks of malt powder kind of mixed in. They weren't even very good, which was disappointing. Mostly though we just felt bad for the staff, a place like the Shake Shack could be a really fun place to work. The more fun the staff is having, the more fun the customers will have, the busier the business will be, the more they can pay their staff, the more encouragement the staff has to be happy. It comes full circle folks, get rid of your nasty manager and up the energy and we...

I came in, and ordered a double shack burger with a gluten-free bun, and added pickles, sliced onions, and bacon to it. It took them 20 minutes to get me this and my wife’s chicken nuggets. The burger arrived at my table without any onions, tomato, or bacon on it. My wife and I brought it back up to the counter and they proceeded to try to bring us bacon, onion slices, and tomato slices in individual trays for us to remake the burger ourselves. We said no and we wanted it remade or a refund. Then we had to wait another 10-20 minutes for them to remake the burger correctly.

The worst part about this, it was a manager himself who brought us the individual ingredients, intending for us to remake it. This was the worst customer service I’ve ever had in a fast food restaurant. I’ve been to Shake shack hundreds of times before and dozens of times to this exact location, and never had an issue or wait like this. Clearly, this is a sign of bad management and that manager their today September the 23rd of 2025 needs to go.

Also, I’m pretty sure I’m not the only person they were doing this to today, because I saw them bringing trays of ingredients to other people’s tables while I brought my burger up to have it remade. This was insane for a place that is a “premium” fast food restaurant.

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