Shake Shack Salt River — Restaurant in Four Corners States

We decided we didn’t want to drive clear to In and Out, with Shake Shack being closer to home. First, we entered and not one person said hello, welcome, or anything. Then, you have to handle your own order at the computer, flipping back and forth between screens.

I get that many things are expensive, but their prices are crazy. Our daughters shared a burger, we also ordered a regular burger, 2 others with no bun, 4 fries, 1 coke, and 4 free cups of water. Our bill for 5 people was over $60. ( A burger, fries, and a drink/shake is somewhere around $20 per person, thus it easily would’ve pushed $100 for us 5, if we didn’t scale it back. ) The service was extremely slow, with the food taking inordinately long to come, which the staff did acknowledge. When I did ask for help the staff were extremely unfriendly and stared at me like I was from Mars. Not one person ever thanked us for our business or acted like they cared about our experience.

The place was practically empty in the middle of dinner time. Portions were small, except the fries. The fries were crispy and good. It’s a la carte, again very expensive.

We honestly didn’t think it was as good as In And Out Burger. In addition, the women’s restroom was out of toilet paper and soap.

Finally, we live in Scottsdale. It was 108 degrees and people were choosing to eat outside because the restaurant was extremely cold…colder than normal.

My husband and son had already been to this location a few weeks ago, and unfortunately, their experience was almost identical to the one our entire family had today.

Prices are prices, but I feel like some of this is a training issue…with service / friendliness, cleanliness ( the napkin, ketchup, water, was a mess ), speed of food, air temp, are all controllable and able to be improved.

This location is new and nice inside, thus I’m sure a very expensive build out. With so much other competition in the QSR space, they likely need to go above and beyond, or it could be tough sledding business wise.

Overall, I’d drive elsewhere next time and don’t have plans...

It's a fast food resturant with an identiy crisis. They want to give far less than typical fast food service, expect tips, server fast food quality food, no "combo meals", limited food options yet act like a sit down resurant. The burger was small, greasy and just OK. I had to wait in a long line just to ring up my own order then they had the audacity to ask for a tip afterwards. I mean I gave myself great service but I didn't feel like the tip was coming back to me. Sitting down there were far more people waiting for food than there were people eating food. The entire vist took almost an hour. There was one tiny fountain serving bad water with tiny cups so there was always a line to get water (why did you ask for a tip again?) I had to get my own utensils etc.. The only time I interacted with an employee was when he came wandering aimlessly around the resturant searching for our number (Again, why were you asking for a tip?). Overall, I'd rate the service I gave myself 10/10. Still confused on who I was asked to tip as I did 99% of the work I'd normally tip someone for. The food wasn't great yet overpriced, the service was slow. No need to go back. Whataburger has better food, bigger portions, lower costs and better service and they never ask for a tip. Not a fan.

The whole "put your order in on a touch screen" isn't that bad of a model if you have enough touch screens but the line was like 15 people deep(Crowding was starting to happen just to order). Who do I complain about giving slow/bad service? The people in front of me? They don't work there, they were super slow, indecisive etc.. you need like 10 touch screesn to make that model work. Sorry, not coming back. Overpriced, bad service, mediocre food, slow and asking for tips...for what?...

After a long wait in the drive thru for my cheeseburger and my mushroom burger, I had to pull over on the side of the road three separate times to deal with this restaurant’s nonsense.

First time: I told the restaurant I didn’t want any sauce on my burgers except ketchup. They told me it would have to be on the side. I can’t tell you why their kitchen refuses to put ketchup on a cheeseburger, but they did. When I got on the road, the cheeseburger wouldn’t come apart. There was nothing on the bun except a beef patty and thick cheese on each side gluing the patty to both buns (where was the lettuce and tomato?). I pulled over, ripped the burger apart, with the thin soggy bun tearing, and put my ketchup on from a little packet.

Second time: I discovered that my mushroom burger was delivered as two separate sandwiches, with half of the ingredients on one bun (the beef patty, avocado (upcharge), bacon (upcharge), and against my instructions their house sauce) and the other half of the ingredients on a second bun (the mushroom, cheese, and sides). I pulled over to the side of the road, wiped out as much of the house sauce as I could, and remade the sandwich on to a single bun.

Third time: I started eating my mushroom burger, and the avocado I paid an upcharge for was hard and tasted bad. Not even close to ripe yet. I pulled over, took the sandwich apart again, removed the avocado I paid extra for, threw the avocado away, and again put the sandwich back together.

I paid $40 for this experience (also including French fries and a shake). Why use a drive thru if it is not full service? I will pick somewhere...