Shake Shack Burbank — Restaurant in Burbank

Review of visit on 05.31.2025:

After several months of disappointing visits to this Burbank Shake Shack, my most recent experience on May 31, 2025, was a major improvement. The ShackBurgers were cooked perfectly, full of flavor, and assembled properly — even the crispy onion add-on was finally portioned right. The restaurant was clean, the staff were friendly, and a manager was actively ensuring things ran smoothly. It felt like the high standard Shake Shack is known for. That said, this was just one visit after many subpar ones, so it’s too early to tell if this is the new normal — but it’s a very welcome change.

Maintained rating of 3 out of 5 stars, as this was a one-off positive experience following many negative ones. However, this particular visit was 5 out of 5 stars. Will update the rating and review after future visits.

Review of visit on 05.24.2025:

This Shack location falls short of expectations. The food quality is often inconsistent, likely due to its heavy reliance on third-party delivery platforms such as Uber Eats and DoorDash—users of which rarely provide feedback on quality. As a result, there appears to be little incentive to uphold the high standards typically associated with Shake Shack. Orders are frequently incorrect, requiring additional wait time for corrections. Customer service can also be lacking, with some staff displaying a dismissive or unhelpful attitude, particularly when addressing mistakes. Unfortunately, these issues have persisted since the COVID-19 pandemic, during which this location even served a reduced-size burger patty not found at any other Shack. Compared to Shake Shack locations globally, this one would rate between a C and C-, as it fails to deliver the consistently excellent experience the brand...

I didn't have a good experience this time around when I came to Shake Shack this morning to use my T-mobile Tuesday coupon. I tried to place my order through the mobile app but it kept crashing after I put in the promo code. So I had to do it on their website, also keep in mind you can't place your order ahead of time if it's not within their store hours. When I arrived to the store, the email said I would receive a text when my order is ready for pickup but I never got the text so I just walked to the pick up area for my order which was just sitting there. I asked for napkins and ketchup on my order details but all I got was 2 ketchup packets. Good thing I have a ketchup bottle and napkins at home. The fries are amazing like always but I thought the shackburger meat was way too thin especially if you get it protein style because the buger will look tiny. Some of the lettuce they used to wrapped my protein style burger didn't look good either, it was dark green instead of light green so I removed it to avoid having a bad reaction. It's pretty pricey if you come here so just keep that in mind compared to other burger place. Would I come back here, probably once a year but not a weekly place or monthly place for me. This location parking is at the structure around here or street parking if you can find one. The only staff interaction I had when I came to pick up my order was just telling them my name for my order and they...

Tonight was the 4th time ordering here @ the Burbank location. The burgers and bacon cheese fries are very tasty! Especially those fries!

One thing though, if you tend to order double cheeseburgers check your burger before leaving if you order take out. All 4 times I have ordered through the app I have ordered double cheeseburgers and every single time they give me a single... I know I could loose some weight and I'm better off going with a single but if I order and pay for a double that's what I should be given!

Thanks to finally learning lesson, I checked my order before driving off and sure enough they gave me a single again, lol!!! The manager that helped me when I came back in with my burger was very quick to address my issue. She immediately had the crew in the back make me a new DOUBLE cheeseburger and told me to keep the single. She was also kind enough to provide ms with a few free burger coupons which I appreciated.

Moral of this story is check your order before leaving with your food and if they get it wrong (many times over) just speak with a manager and be polite about it. I wish I would have gotten her name but thank you Ms Manager for talking to the crew about paying better attention to the orders coming in and taking care of me as well. If it wasn't for you I would be slamming this place with 1 star for constantly getting my orders wrong but thanks to you I'm giving it 4 stars and the food...