Shake Shack Dublin — Restaurant in Columbus

I've been here twice since it opened, and both times had order issues and mediocre/slow service. Overall it's shiny and new, but it's costs are prohibitive and needs more caring/fast service. It's meh. But hopefully it will work better the longer it's open.

Pro:

1. Great burger 🍔. Very tasty. So much so that I wanted it when I came back into town, thus my second visit here a few weeks later.
2. They offer a really good gluten free bun. HOWEVER it is a $1 more for it.

Con:

1. The prices! For one double burger it is $8.79 and with the GF bun it was $9.79... with nothing with it (no fry or drink). Everything is a la carte and individual, and pricy AF for Ohio, even the Dublin Area. So if you get a meal, for ONE person, it could be $20+ (burger $9-10, fries $5ish, and drink $4-$6ish).

2. The slow and lackadaisical service. The people have zero caring at the drive-thru. They sound like they're asleep and are slow to give service. I don't know about dine-in because I haven't gone in. With how slow they are on a not busy time, I just imagine the nightmare it is going to become traditional lunch or dinner hours during the drive thru.

3. They need to better mark the GF burgers from normal, especially since they look the near same. Like a sharpie on the top of the box even.

Order issues I had: -The first time, was the promoted lemonades, they were out of one and just subbed the other w/o asking. A bit annoying. -The second order issue was the second time: they weren't busy (no drive thru line at all), and they still had me go to the drive-through parking, and then it was over 10 minutes of sitting and waiting just to get my one Burger.

Additional note: this place currently has mobile order "in dining room ONLY" pick up through their app. That might change in the future, but if you're hoping just use the shake shack app to then be able to go through the drive-thru quickly for the pickup, it will not work here, at the Dublin Granville store, at least at this time. Other fast food places (McDonald's, Wendy's, Taco Bell) are much better connected to their apps to drive thru...

I had my first bad experience at this location. I hope they aren't starting to decline through complacency and this was just a one off experience. This was my first time using a gift card and maybe it all stems from that - if so, I hope the leadership takes the feedback to improve the experience. To summarize, I waited in line to use an order kiosk and then when it came time to pay, it turned out that the kiosk couldn't accept a gift card. The employee who I flagged over to help me said I'd have to go to the cashier line. The cashier line was long, so now I am frustrated. So I go to the table to round up my party and let them know they'll have to come up and wait in line to order in person, even though we already did all this at the kiosk. So we are finally done ordering and we are waiting for a long time so I go up and ask if they may know anything about my order and they say they will call my name. I wait another 5-10 minutes and go back up and its not ready - same story. So after some more time I go check again and the lady proceeds to a shelf off to the side where a bag has been sitting the last couple times I came up to check and she realizes it's my bag. They missed my side of sauce that I ordered which I would have been unhappy without it if I had only realized when I got home- good thing I double checked. The food was cold- obviously because it was sitting on a shelf for so long. Just an overall bad experience and the one employee was with me on every step of the journey and made no efforts to make it right. I'll give it one more shot and if it's like this, I...

I give this location six months before it’s gone. After our second and final visit it’s clear to me now why the parking lot is always empty. It’s the comedically bad service. We had to leave the first time we visited because they were out of the food we wanted and it took forever just to find this out. We tried again a month later (last night) and did finally get our food but it took so long we nearly left again. We regrettably stayed only to receive mediocre food that was not worth the wait. There was only one car in front of us and no one behind us. The inside was empty. There was no reason for it to take so long and the cooks had enough time to make the food correctly. The nuggets we received were completely overcooked, oily and burnt on the outside and dry on the inside. Really bad. I used to love Shake Shack nuggets and would tell anyone they are the best in the industry, even better than Chik-f-let. Not anymore. The quality and service at the downtown and Easton locations has always been suspect but nothing as bad as Dublin. The Five Guys around the corner is always packed and this Shake Shack is always empty. It’s the quality and the service that clearly illustrate why. Shake Shake used to be a high quality burger joint but the chain grew too fast to maintain quality and the mystique is now gone and they’ve become another subpar fast food restaurant not worthy of our patronage. Spend your hard earned...