Shake Shack Seaport — Restaurant in Boston

I've given this place a review before, but I'm now compelled to edit my review and further downgrade this place significantly... As much as I think Shake Shack is good and worth the money, this particular branch is bottom line horrible. Today we got our burgers crusty burnt on the outside and literally bloody raw on the inside. The cheese on the burger was literally burnt and I had to scrape it off... One of the raw burgers was so raw that I couldn't hold back and went and complaint about it. Milkshake was literally ice cream thick and my jaw broke trying to drink it. I was so sick of this place that I preferred eating the shake with spoon rather than have them fix it or replace it...

I'm keeping my original review as well below for additional details.

Original review: I've been to Shake Shack several times, and to this particular location 4 times. I think Shake Shack in general is good if you're craving for fast food but want a better quality. I however don't like the feel after eating; it's fatty but not fulfilling. I prefer Five Guys if I want a quick burger as their burger tastes more like unprocessed meat and their fries are more natural. Now specific to this location, I'm bothered that I never got the same quality twice. The service quality is inconsistent. In this recent visit I ordered 4 identical Shack Cheeseburgers. However, one came with burnt cheese and meat, one came undercooked (medium well) and the other 2 came OK. All burgers were too salty as well as the fries. I'll still eat at Shake Shack, but I'll try to avoid this...

Update: I reached out to the corporate office via email and they issued a simple apology and offered a $15 dollar coupon. Which I guess I will never use.

No follow up afterwards, what course of action happened later, how they identified and improved the mistake they made and prevent it from future occurrence. ———————————————–—

My wife is vegetarian, she felt hungry around 9ish PM on Sept 6 and we visited the Shake Shack in the South Boston - Seaport Area. She ordered Shroom Burger with the crinkle fries.

Zone 2 ORDER 13

She was given a token number 13 and was served by a server. However, the order she got was actually a BEEF burger. She ate some of it, not realizing its BEEF Burger. I have been to Shack Shack and noticed it's not looking like Shroom Burger. She thought the Patty was made of Meat imitation - derived from Mushrooms. However, I noticed, it's not exactly what she ordered.

We went to the counter and asked the customer service that she was served with BEEF burger, and she was told just to take her fries and the burger will be replaced with the originally ordered Shroom burger. It was utterly careless handled order. Not even a sincere apology. BEEF is a big deal in some South Asian countries.

Completely disappointed by our visit to the Shake Shack, would not recommend friends and family to come here, the way order was handled - would highly NOT recommend people with allergies please be aware you could end up being in the hospital how they handle the orders.

She was unable to sleep whole night because of...

Great food (the peppers on the burger were perfect balance of hot and flavorful), but the MOST unwelcoming place I have been to. My text notification arrived that the food was ready and I went to skim the 8+ waiting bags to see which was mine. The person working that position stepped in to snap at me that I can't do that. So I stepped back a bit but was told, "You can't wait there." I felt like I was being scolded for the heinous act of existing, there's no sign that says "ask for help retrieving your order".

I asked, "Where would you like me to wait?". While standing in the correct place (about 8" from where I was standing) this same person snapped at people waiting to order because they should be standing closer to the people using the kiosks. This was a group of 8 ppl waiting for 2 kiosks. I guess their loose conversational group was inappropriate - but if you require people to stand in perfect lines then you put up barriers or something (velvet rope, whatever).

It's busy, it's crowded, there's too many people, I get it. But why not say something like, "Please wait over there" or "I need you to step forward so there's more room by the doors". Just snapping at everyone and saying, "You can't stand there" or "You have to move" is kind of rude. Maybe if it wasn't as busy she would have been nicer but I won't come back here to find out. I will go to other Shake Shacks, the food was great - choc peppermint shake...