Shake Shack Danbury — Restaurant in Danbury

While I want to have a different opinion on the matter, I have to agree with the majority of reviewers here. While Shake Shack isn’t “bad” per say, they are grotesquely overrated. Here’s why:

To start, I read a lot of reviews about this location and opted to place a mobile order given the “slow” nature of service.

If you’re placing a mobile order, be mindful that the estimated processing time doesn’t show until after you’ve paid. I was driving from New Milford to Danbury and gave too much time between order and pickup, leaving my order cold and stale.

While there isn’t a drive thru, per say. I liked the option of simply driving up, giving my name, and having my order ready. Seeing my car approaching, the cashier was quite quick and I would have been happily on my way. In my case though, there were two “Samantha’s” and instead of verifying what was in my order, I can only assume I was just handled the first order seen with that name. It took a few extra minutes to get the cashier’s attention again, but once I did I readily on my way.

In terms of the food, I ordered two things, the Bacon Avocado Cheeseburger and a Mini Chocolate Salted Caramel Shake. For an average sized burger and a kid’s shake, my order was a whopping $16! No fries included. In my opinion a huge “L” for Shake Shack!

Taste wise, I really appreciated that the burger was served on a toasted potato roll. The bacon was quite chewy, but I enjoyed the saltiness of the bacon with the avocado and handmade sauce. To me, the namesake shake verged on being inedible by the sheer amount of salt. The chocolate base almost had a “powdery” aftertaste which was unpleasant to say the least.

My biggest issue with Shake Shack here is that given the price and the emphasis on their upleveled ingredients, the meal really should have had a slightly longer shelf life. At the very least, a little leeway in flavor for a slightly delayed pickup!

Still, as I said before, my meal wasn’t “bad.” I just wouldn’t go out of my way to eat here again and if I did, I would allot the extra time for a...

The Good:

The food is always tasty. Most of the staff are polite and helpful.

The Bad:

The wait times are crazy. 25-1hr for a quick service style restaurant is pretty outrageous.

I can get past the wait though.

The Ugly:

Your work flow is just wrong. Both times we have grabbed take out the shake person makes the shakes five minutes into the wait. And they are totally melted by time our order is ready (35 minute wait first time, 25 minute second time).

Tonight I simply asked for the shakes to be remade as both again were totally melted after waiting for a half hour. The employee on the shake section tonight at first ask refused to remake them stating, “the shakes are watery anyway.” After I asked again your cashier and other employees told the woman just remake them he is right. She then proceeded to get closer to me and again state that I can remake the strawberry one but that chocolate shake is going to always be watery. Basically refusing to remake the drink. I have worked in restaurants my entire career and have never refused to remake something when a customer has asked. Finally after I explained that I fully understood her stance and I still wanted them remade. She huffed audibly and went to remake them. All other guests standing near us agreed the new ones looked better.

Solutions:

Invest in a small freestanding fridge to place pre-made shakes in if your that busy (you were not when I was there).

Teach your staff to make your shakes to order when food is completed. Since there are longer wait times (30-1hr), it would make sense to not have shakes sitting around for this amount of time while we wait.

Teach your employees customer service. Remaking two shakes costs you nothing and goes a long way with your customers.

Your hours are a little weird too. I am sure that is because the store is new and the kinks are being worked out. Also, your product is really good. But I can’t say I am thrilled about coming back.

Really dissatisfied with how your employee treated us tonight. Never leave negative reviews. But that was...

I had the most horrific experience at Shake Shack in Danbury. While I did speak with a manager and her colleague, I still felt compelled to voice my complaint in writing. I had placed my order through Grub Hub with the intention of picking up the order. When we pulled up to the drive threw the associate instructed me to come in. When I arrived I gave my name and asked why I was instructed to enter the restaurant to pick up my order as I haven't in the past. The associate from the inception took a confrontational posture, by literally locking eyes with me. He explained condescendingly that as my order was marked by a "D" the assumption was that I was a delivery driver. As he walked away he made a snarky, disrespectful remark to which I responded that he was being rude resulting in my asking to speak with his manager. An effort was made to explain why the associate believed that I was a driver while pointing out my error. However, this in no way shape, or form excuses his rude and disrespectful behavior. Of course, this gave me pause to think "is this the way delivery drivers are treated by the associates at this establishment"? A thought which I found most appauling that this individual felt empowered to treat a person in this manner. It is no secret that there is a shortage of workers despite the threat of a recession and as such a sense of propriety and common decency has been lost where the words "customer service" have lost their meaning. Conversely, service workers on the whole tend to be treated very poorly by the public that they serve, which was not the case here, I responded in kind after being grossly mistreated. The associate's combative demeanor was offensive at best. If this associate is to engage with the public then it would behoove Shake Shack and its managers to retrain this individual or not allow him to interact with the...