Shake Shack First National Building - Downtown Detroit — Restaurant in Detroit

Let me preface this to say, I went during a business time during the Christmas Market and I took that into account with my review.

It was really busy. There will no available seats anywhere. People who placed orders at the kiosk were standing around waiting for their order in addition to pickups. Because I was paying cash, I had to order at the front. They had a sign directing people there. The problem is, I stood by the cash register waiting for someone to come to the register to take my order for 10 minutes. Finally, I asked one of the workers if no one is taking orders. She said yes and then with an attitude, she said we're busy. I could see they are busy but others were coming and paying via the kiosk and getting through before me. I couldn't use the kiosk because it wouldn't take my Canadian debit card.

Then we had to wait another 12 minutes to receive the order. When it finally arrived, the same girl who took my order and even filled the drink orser said, "the ginger ale is not good. I don't even know why they took the order. It hasn't been working all day." Wait, what?😳 I just substituted a drink.

While we were waiting for the order, we managed to procure a seat but we had to clean the table ourselves.

I had the Chicken Shack and fries. I liked them both. My friend had the Chicken bites. She wasn't a fan but she loved the fries. Also the chicken bites were a lot smaller than we expected especially for the price.

I will give them a try again after the...

I wouldn’t know if the food was good or not because I never received it. After the Manager, Tracy, told me it would be in my best interest to get a refund instead of wait for my food which was a 2 hour wait I agreed with her. She took my name down and refused to give me a refund and said she would not stop what she was doing to give me a refund right away but she would take my name down and do it at the end of the day. Never have I ever gone to restaurant and been told thanks for your money but you won’t be getting your food anytime soon then be offered a refund but I’ll apply 8hrs later smh. Well that was 6 days ago now and I never received a refund.

Tracy was rude to me during my encounter with her as well. She said she had advised me several times she wasn’t going to stop what she was doing to refund me and to trust her she does this all the time and that I would get a refund. Customer service was the worst I have ever experienced and the fact I didn’t get my money back with a receipt is crazy. I also said if I call will you guys pick the phone up if I have issues and she said yes. I told her I called earlier in the day no one answered. She told me “sir does it look like we have time to pick up the phone right now”. I’m thinking to myself hell do you ever? Tracy was horrible. Still waiting on my...

My wife and I got a chance to stop in at Shake Shack on its opening weekend and were rewarded with flavorful, well-cooked burgers and good-if-not-quite-amazing crinkle cut fries. I got the delicious Smoke Shack burger that comes with creamy cheese, bacon, and chopped cherry peppers. My wife's plain chocolate shake was delicious, but my coffee shake was a little overwhelming even for my espresso-loving taste buds.

If you're planning on stopping by, plan ahead and be aware that there can be a long (20-30m) line at the busiest times. The price is similar to other better-than-fast-food burger joints like Five Guys: my wife and I split a fry and each got a shake and a burger and paid $16 each, which felt reasonable.

I feel like, between the sometimes long line and the fact that it's an NYC-based chain, people love to hate on this restaurant. This doesn't change the fact that downtown has long needed more restaurants open late (Shake Shack is currently open until 9:30pm on weekdays and 11pm on weekends) and that are reasonably priced (less than $10 for a burger and fries with a water), and I feel that Shake Shack is a welcome newcomer to a constantly improving downtown...