Shake Shack Cherry Hill

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 Jersey resident