Shake Shack Cherry Hill — Restaurant in Cherry Hill Township

Shake Shack,

I went to your store in Newark Delaware on July 15, 2024 and had a horrible experience.  I completed the survey you provided to me.  Now I had another horrible experience with the Cherry Hill store

On October 11, 2024, I placed a order online for the Cherry Hill NJ store.   Another horrible experience.  What the heck is going on with Shake Shack?

My order for the October 11, 2024 incident is listed below.   I ordered and typed in the $30.00 off code that YOU offered me and they never took the money off of bill. In addition, the store added $7.04 tip.  How in the hell did they do that?

I went to the store to pick up my $82.09 order and I asked to speak to a manager.  A female by the name of Lisa (Hisp Female) spoke to me and she could care less what I explained to her.  I asked her why wasn't the $30 taken off my bill and who added the $7 tip?  She shrugged her shoulders and said "That's corporate, we don't have nothing to do with them".  I showed her the email that you sent me and she didn't want to read it.  I asked her who put the tip on my bill as I wanted to pay that in cash.  She shrugged her shoulders and said "Good luck".  1 of the bags they provided to me broke.  Instead of taking the food out and giving me a new bag, she put the old ripped bag in a new bag causing the food to spill.  I told her this was unacceptable.  She shrugged her shoulders and didn't say anything.  I went and retrieved some napkins and she followed me.

What kind of service is this?  2nd incident in 3 months at a Shake Shack.

Why did Shake Shack in Cherry Hill NJ put a tip on my card?  I never authorized that tip.   I live over 25 minutes from the Cherry Hill NJ store.  I am a very upset customer at this time and have always loved and enjoyed the food and service at Shake Shack.

Can you explain the poor service in the Delaware and Cherry Hill NJ stores?  Is this normal practice?  If so, I will be letting everyone know on Social media about these 2 locations.

All my credit card info is online, if anything gets charged to it, I will be seeking legal council.

Sincerely,

Unsatisfied customer...2nd time South...

Attention to owners! I’m leaving 5 star review because I like the brand and never wanted to hurt it in any way. This place recently opened, and I wish you good luck and to stay in business so we can enjoy the quality of “shake shack” near the place we live and work.

Now going back to review.

1. Food was tasty, as always, but I did not find Tabasco instead only Louisiana sauce. I hope you can fix it in future. Portobello mushroom burger is awesome! For shakes that are so thick that you can’t drink them(which is actually cool), but I’d recommend to give spoons to your clients with shakes.
2. staff. Yes, everyone is friendly... but too much distracted by other employees. It was Monday evening I counted 14 employees and only 8 guests. I bet I did not see all of them so I can imagine guests vs. employees count was 1 to 2.. is it really needed on Monday at 6:30pm? Since there is so many of them they gather in small groups and talk non-stop like on the picture. Checking pictures on the phones, talk about random stuff and laugh, sometimes loud.. it makes atmosphere a bit hectic and chaotic. Some of them were sitting in the corner lonely. Maybe they had a break. But I was there for 30 minutes, and when I ordered burger I saw an employee sitting in the corner, and leaving the place same person never moved from that table.

Only couple employees were all around the place looking for things to do, providing help to newcomers, cleaning tables and wiping terminals... I can’t say anything about people at the kitchen, since it is hard...

I want to start by saying I thank the entire staff that prepared my order. Amy, Hope, Brian, Jeremy, Omya Jose and Xylah! Thank you for making my experience so enjoyable. I ordered the Spicy ShakeMiester and it was easily the best burger I’ve had in years. Thank you for blessing my taste buds Shake Shack. The tomatoes were roasted so nicely with the perfect seasoning and the patty was so Devine yet not overpowering my entire burger and the cheese was so melted and stretchy it was just spectacular! The Bacon Cheeseburger as well, so delicious with nice crispy bacon and that classic shake shack taste that made it so special. The NUGGETS so great❤️ so nice and crispy and they give you such a satisfying amount and don’t even get me started with the bacon cheese fries. They were so good and the potato was just zing. The pup cup unfortunately didn’t pass the test but we think it’s because it was too large for our little shi tzu Paris. Little puppies matter too Shake Shack....