Shake Shack Coral Gables — Restaurant in Coral Gables

The food at SS is consistently great, especially the burgers and shakes.

The service at this SS, however, is almost always bad. They need better management, better training, and a better system.

Management: Not cleat who is running the show, but whoever it is, they’re not doing a good job.

Training: Most of the employees look and act like they hate their jobs. They’re not courteous, they’re uninterested, and they’re sometimes even surly. Sure, working a job like this with whiny customers all day is tough; but if you can’t handle it, get another job.

System: Mobile ordering is a great concept but it’s not implemented well at SS. Chipotle does it right: you order and walk in to pick up your items from a designated area without having to talk to anyone. Too easy. At SS first you hope they even checked the system where the orders come in. Once they’ve made it, the order sits in limbo on a shelf while the person responsible for clearing orders from the kitchen focuses on pushing orders out to customers whose buzzers have gone off. In other words, you’re competing with everyone else in the restaurant which defeats the benefit of mobile ordering. I always have to try to catch the attention of the person calling out people’s names for pick up because they never call out mobile orders. This system doesn’t work.

This would be a 5 star restaurant if the staff could get their...

I recently dined at this fast food restaurant, and the service provided by Chereka was nothing short of exceptional. In an industry where service is often rushed and impersonal, Chereka stands out as a shining example of what customer service should be. Her attentiveness and genuine care made my dine-in experience so much better. Most fast food places don’t provide anywhere near this level of service, but Chereka elevates the experience in a way that sets this restaurant apart from the competition.

One moment really stood out to me—my hands got dirty, and before I could even get up to grab some napkins, Chereka was right there by my side, offering them to me. This kind of attention to detail and thoughtfulness is unheard of in fast food. If every restaurant had someone like Chereka, the playing field would look completely different. Her dedication to the customers truly makes all the difference, and it’s one of the many reasons I’ll...

The only reason I give 1 star is due to customer service. The location lacks basic customer service they are all super rude and nevertheless LAZY! I dined in and when I asked for a refill to one of the girls I see standing doing nothing behind the counter she gives me an unpleasant stare as if I’m bothering her. She then proceeds to holler at someone else to do it instead and that individual didn’t bother paying attention to her so that’s when she decided to do it herself annoyed at the end. I noticed the employees sit and eat next to the pick up window. There’s a long line waiting outside of people at the window unattended and the employees are sitting down they don’t acknowledge customers outside they could care less!! They need better management for sure because these employees do as they please! Other than that the burgers were great I will try another location next time to have a...