Shake Shack Garden City — Restaurant in Cranston

Had Shack Burgers, fries (cheese and not), chicken bites, a Creamsicle float,and a bottle of Abita root beer. Generally simple, but good. Asked for sliced onion on one of the burgers, and there was one thin ring of onion -- a little disappointing. Otherwise food was well prepared and tasty. One "dropped ball" was the chicken bites did not come with the sauce requested -- did not come with sauce at all. Another sort-of "dropped ball" was the root beer coming in a can, and not a bottle. When I asked the crew member about it, he just said, that's how it comes. While some might find this a trivial issue, the website, both in text and image, made it clear we were going to get a bottle. We did not. In strict terms, we did not receive what we ordered and paid for. This was an internet order for pickup, so rummaging through the order at pickup was not really a possibility, and didn't realize we were shorted the sauce until I got home and the order was unpacked. This was my first Shake Shack experience. I was a little put off to see the burgers and fries not completely wrapped. We've had a global pandemic. It's been in a couple papers. Maybe they'd heard about it? In addition to possible food safety concerns, orders for pickup tend to stand at least a couple minutes before being picked up, and the uncovered burgers and fries tend to lose heat and moisture, not only as they sit waiting to be picked up, but also on the ride home.

...and just one other eyebrow raising aspect of our first Shake Shack experience was in the process of ordering, we discovered that we could not order anything with "crispy onions". Every attempt to add something with "crispy onions" to the "Bag" (whether the item included "crispy onions" normally, or by modification) resulted in returning to the Menu as though it had been added, but the bag not showing the item. It took some trial an error, but we got the order together... just without crispy onions

Bottom line, the food was basic, but good, and we'd...

I want to start off by saying there was NOTHING wrong with the food. The process to get the food however was a struggle. Online and mobile ordering was down, and I had tried both several times from different devices. I had then called to order and inform them of my ordering issues in hopes of just ordering lunch, and I was placed on hold for about 10 mins, then hung up on. I called back and before I could talk was told " we don't take over the phone orders because were busy on the inside". Understandable if I just hadn't been hung up on seconds before. I finally got to order my lunch. When I got to the restaurant for pickup I couldn't get inside. There was a sign on the front doors to use the side door to get in, so I tired, and the door was locked. I then went back to the front entrance where employees could see me and hear me knocking that I couldn't get in. I was looked at and ignored. Finally I called, seeing as how I only have a half hour for lunch and I was greeted with attitude and inconvenience because their doors were locked. The employee who opened the door had the worse attitude. He was arguing that "the doors weren't locked" instead of taking accountability and just apologizing. His co worker then informed him of my order and placed it near him, he looks in the bag then asks me my order I reiterate it back to him and again get nothing but sour poor customer service attitude in response. this entire process was taxing just for a couple of burgers, service was poor and I will not be returning for lunch...

I ordered the Korean BBQ chicken sandwich. What I received looked nothing like the picture. There was practically no breading in the sandwich. The coleslaw looked wilted and it was incredibly small. I was on my way home in 20 degree weather, but drive back because I could not fathom paying almost $11 for what I got. I also ordered the gluten free bun and it not gluten free. The good part was the person at the register was very accommodating. He had it remade right away, which I appreciate. I did receive another and while it was slightly bigger, I just didn’t enjoy it. It’s a shame, every time we come into Shake Shack, I leave disappointed. The prices are outrageous. You would think with those prices a little more care would be put into the product. It’s not worth it for me. I wish I would’ve asked for...