Shake Shack Darien — Restaurant in Darien

They need to invest in better Customer Service like Chick-Fil-A does. This is just to make people aware of this. The Hospitality Team had already taken care of this for me. However, the last experience I had, no mater what the hospitality team did to make it up to me it just ruined this specific location for me.

To this day I just go somewhere else and avoid this place.

I’ve had multiple issues at this location in the past where they keep missing an item I order. This time I decided to order from the kiosk to make sure I don’t miss anything. I ended up having the worst customer service.

I first got to the Kiosk and noticed I wasn’t able to pick the white truffle burger. I waited for the person at the front giving out the bags for order pickups to be available to ask him if I could still order it and he said they were all out of the cheese used for that burger. So I asked if they could use the white truffle sauce and add it to a normal shack burger and he was so lost that I just had to tell him, don’t worry, I got it I’ll just order something else.

That same person that was calling out names for orders had been calling everyone’s names correctly, my order was taking a while and wasn’t ready yet… When my order was ready and he was given the bag, he took some time to read it and started jokingly saying “Julio?” As he chuckled. He then began writing my name on the paper bag “Juan” but still wouldn’t call my name “Juan”… I was the only one left there standing, waiting for my order.

Before he continued joking with the other gentleman at the kitchen, I interrupted him and said: “my name is Juan… you can say Juan…” He then looked at the gentleman at the back and said something that I could not understand and they both laughed.

Since as I mentioned in the past I’ve gotten missing items I asked: “is the white truffle sauce there?” He then said “yeah it’s all in there, without looking at me and just giving that clear body language of telling me to leave”. I went to the car and checked the bag… The sauce was there, but of course an item WAS missing which was the chicken bites I had ordered for my son.

I went back inside and the gentleman wasn’t at the front anymore, I asked the lady at the kitchen and she didn’t say a word she just went back, grabbed the box of chicken bites and tossed them in the bag. “Thank you” I said… she just walked back to the kitchen and ignored me. No manners or the decency to apologize or say you’re welcome.

Again, the hospitality team took care of this for me. However, I just had enough of the team that works at...

My recent visit to Shake Shack in Darien left me utterly disappointed. I stopped by on Wednesday evening (9/27) for a quick bite to eat. Initially, I had high hopes as there were about nine employees on staff. However, my experience quickly soured.

The first sign of trouble was the unfriendly attitude of the employees upon entering. I only wanted a simple cheeseburger wrapped in lettuce, but what followed was far from simple.

I waited nearly 20 minutes for my order, which was already cutting into my tight schedule. When I inquired about the delay, I was told it would take an additional 20 minutes. I couldn't afford to wait any longer and requested a refund. This is when things took a frustrating turn.

I had initially used Apple Pay to place my order, and the Manager, assured me she would process the refund. However, she insisted that I wouldn't see the refund for 24 hours since I had used the app for payment. I offered to provide the credit card associated with the order, but she said she couldn't accept it. Now, over 48 hours later, I am still waiting to receive the promised refund.

What truly irked me was the complete absence of an apology for the extensive wait time. Not only was my order delayed, but I also witnessed other customers encountering similar issues. Some had ordered online, only to find their orders were not ready as promised. The staff lacked a sense of urgency, remaining unmoved by the growing crowd of frustrated customers. The gentleman packing the orders was the only one hustling.

I took the initiative to call and leave a message, but it this feedback has fallen on deaf ears. Ultimately, I have no intention of ordering from this Shake Shack again. Clearly, this particular branch is poorly managed and operated, and it's a shame that such an excellent chain has let its standards slip. My refund may only be $13.83, but it's a matter of principle.

Update: 10/8/23 Still not a word from anyone. Next time I want a burger, I'll drive a bit further down the Post...

Poor service. First time there. Server says "What would you like?" - I told him I am not sure what you have- it's my first time here, ever. He looks down at his tablet and just reads the names of 5 or 6 burgers. I decided on a Burger with Mushrooms. I asked for medium rare. He says No. Only Well Done. I asked how could that be for burgers? He said he would ask the Chef. He then tells me I have to come inside because his order tablet had no internet service outside where guests where told to sit. I struggled to get out of the tight picnic table seats and we both went back inside and he repeated the entire order taking into his tablet. He said "You can sit inside if you want". A runner brings the meal tray 10 to 15 mins later. I bite into the burger and it literally explodes in droplets of liquid all around me. It wasn't a Hamburger with mushrooms and cheese. I so stopped there to have a burger! It was a battered and deep fried mushroom cap with cheese ( a kind he could not pronounce)!! The fries were basic. The iced tea and the packets of ketchup- were the best part of the meal. BTW- I never saw my server again since he re-took my order inside( and took my credit card immediately.) They only had 5 more customers the 30 mins I was there. It would have been a better experience if I was offered a menu during the order process or if he at least described during his reading of all of the names of the 5 to 6 burgers that this particular "mushroom-burger" was a fried mushroom samdwich and not the "cute burger name" that he called it. Still have a burger craving. I'm sorry, but it won't get satisfied at a...