Shake Shack Inner Harbor — Restaurant in Baltimore

This rating is based on my first-time visit. I might rate it a 5 next time, but we did not have a good first experience. The biggest issue was the wait times. We visited at about 8:00pm, and they were busy, but less busy than another similar restaurant next door. We just ordered dessert, consisting of 2 shakes and a sundae, which took 15 minutes to get. My sons' shakes were good, but my daughter tried a Salty Malty (I believe it was called), which was inedible. All 5 members of my family tried a bite, and all of us had to spit it out due to the extreme saltiness. I can't believe anyone would like that the way it was served. A hint of saltiness, like in salted caramel ice cream, was what we expected, but this was like eating straight, unground salt. Horrible. But, maybe we just don't realize the level of salt that some people like, so we chalked it up to a first-time visit mistake, and threw it out and went back to get her a milkshake. A simple milkshake. There were about 7 or 8 people ahead of us either in line or waiting for their food. We got the order done in a couple of minutes, but then had to wait 25 minutes for the shake to be ready. I asked 3 times if they missed our order, because people who ordered 10 minutes after me were getting their orders, but I was just told "we're busy, we'll get to it soon". On my 3rd time, the employee finally looked into it instead of dismissing me, and realized they missed the order and got it ready in about a minute. While this likely isn't a normal experience, the people around me were also frustrated with the length of their wait, which was approaching 15 minutes. While I was waiting for the shake, my wife went to the restaurant next door to order a sandwich, and she was back in under 10 minutes, and said they were busier than the Shake Shack. So the wait times just seem to be a bit extreme here. The food looked good that other people were ordering, but the wait times for a burger and fries, or for a shake, were simply too long for that type of food. And unless you enjoy salt straight up, don't order the...

IM SO UPSET WITH THE MARYLAND BALTIMORE SHAKE SHACK!!! We live 2 hours away in VA. I don't have my receipt anymore because I didn't realize we had an issue with our order until we got home. We order chicken shack burger bites 6 count truffle burger and two fries and 2 drinks. Come to find out at home we only got 3 fries and 1 pack of bites of 6 pieces. We paid over $35 for only 3 fries and 1 pack of 6 bites and 2 drinks. We didn't get our burgers which we were counting on after our long drive. We were in a rush after we got our food because we had made reservations at Phillips seafood restaurant across the street and by the time we got the food at shake shack Phillips had texted us saying our reservations were up and we were concerned with how long we were taking for the orders at shake shack. We only got the chicken pieces for our daughter which she did eat before even getting to Phillips. But we didn't have the time to check if our order was complete since we had to run to the parking garage to leave the food before entering Phillips. I'm very disappointed in this BALTIMORE location. We haven't had shake shack in a long time due to our home location. And disappointed that I was thinking about that burger the whole drive back and found our we over paid for what we got. I demand a refund.

Already sent a formal complaint on your website waiting for a response.

UPDATE: Got a call from Kiesha said she was a manager said she would send us vouchers for burgers and fries since I didn't want to provide my credit card info to receive a refund and till this day haven't received ANYTHING 🙃 SHAKE SHACK YOUR A TRUE...

If I could rate 0 stars I would. Shake Shack is one of my favorite places but after today I may never visit again. This location needs to be closed down OR Jonathan the “manager” needs to be fired after what I just experience. From the time I walked in the door the customer service or lack there of was atrocious. 2 employees stared at me without so much as greeting me. Once they decided to ask what I needed I was told my order must have been at another location which was false thur just hadn’t started making orders and didn’t know what was on the board. While waiting on my order I noticed an employee leaning on the counter on her phone with gloves on. This same employee was preparing food orders with those same gloves. That’s a major health code violation and those gloves should have been changed. Also phones usually aren’t allowed out near the food or prep stations. I made the “manager” Jonathan aware and things immediately took a turn for the worse. He began to brush me off and speak to me in a loud manner while stating “what I wasn’t going to do is tell him how to do his job”. I explained to him had you acted on my complaint immediately my food wouldnt have been placed in the bag by someone wearing dirty gloves. This location is honestly an embarrassment to the shake shack name and needs some correction. No one would give me information to speak with a general manager or area director. I hope this issue is addressed and Jonathan is reprimanded for his actions...