Shake Shack — Restaurant in Charlotte

I really, really hate to even write this, but what I saw today was deplorable. I walked all the way from a different terminal specifically to get fries from Shake Shack. The line was sttarting to curve, but not insurmountably. When I got closer to the counter, I noticed the employe at the register stop to take a cell phone call. While taking a customer's order. Once the order was taken, he then walked into the cooler to continue the call, asking the next customer to wait. Meanwhile, the counter sat unmanned as other employees nonchalantly looked on. The cashier came back, took another order, told the next customer to hold on, then proceeded to do something with the cheese dispenser, all while removing and replacing his hat and fidgeting with his hair around the fries - that I specifically came for. In the background, burgers are being made and thrown, waiting to be picked up and given to the customer wiith no one at the pass to package them. Cashier, comes back, takes an order, walks away, wash, rinse, repeat. The line crept and began to grow behind me. Not to mention, almost all employee were wearing their masks on their chin, not their faces. At this point, I decided to cut my losses and eat elsewhere. Thankfully, I had time, but other passengers aroud me did not. Not only is it disrespectful to waste the time of the people who CHOOSE to patronize and give money to this establishment, it is a slap in the face to the airport and the Charlotte community it represents. This is one of the first real interactions a lot of people from all over the world will have with CLT and Charlotte. Sorry, not sorry, for the book - it...

What a difference a second visit makes--in a bad way. The first visit a few years back went well. Tonight, however, was abysmal. The line was long and the staff members were far more interested in hanging out to chat with each other than to help the customers standing before them, and did the very bare minimum before quickly retreating to chat more.

Making matters worse, when he first took the order, he said that they were out of shakes--at Shake Shack! How can that be, at 6 p.m. on a weekday? And, when the burger arrived, it was overdone, crunchy, and generally bland.

And, if you want a receipt for business expenses? Grab it yourself; the guy is already gone, and literally won't come back to the counter. I asked for a receipt, but he'd already scurried away to his friends without asking me if I wanted one, and barely acknowledged me in saying, "You can get it" while resuming his conversation.

We've eaten at several Shake Shack locations in different parts of the U.S., and usually enjoy them. Tonight's experience solidified this location--and its employees--as by far the worst of any SS we've visited. That it's an airport location is no excuse; the Denver airport has a SS that's solid, with employees who are actually helpful, efficient, and attentive.

Shake Shack corporate--you need to make some major changes at this location to preserve your brand. When both the customer service and food are poor, that's a...

Being an Amex Gold cardholder who lives somewhere where there are no Shake Shacks or Cheesecake Factories, AND hates paying marked-up Grubhub prices, I tend to go out of my way to eat at either of those two restaurants at least once if I'm on a trip.

Flying in to Charlotte in the evening, I found that there was an SS in the airport...then recoiled a bit when I saw the horrible reviews. But considering my schedule, I knew there wouldn't be a better opportunity to use my dining credit. So I went there and braced for the worst.

To my pleasant surprise, the service horror stories detailed in other reviews did not happen to me. Maybe management finally took the flood of negative reviews seriously, and cracked down on the rude and negligent behavior?

The order line moved rather quickly despite there being dozens of people in it, and another dozen waiting for their orders. The cashier was polite, and I had no problems ordering. Didn't order a shake, though, so no comment on whether they would have told me they were out of shakes like some reviews mentioned.

I got my food in a bit over 15 minutes after I ordered it, which I consider pretty good considering how busy it was. Food quality and taste was what I expect from Shake Shack -- no better, no worse.

If the previous negative reviews are putting you off from coming to this one, let this be one dissenting opinion saying that it seems like they got their...