Shake Shack Franklin — Restaurant in Franklin

I’ve been to this location multiple times, as I have heard the hype about shake shack and live within walking distance to this brand new store front. This time, however. Has ruined it for me. I will no longer be eating shake shack. I often place pick up orders and tonight I did just that. I’ve had issues with mobile or ding and things not being ready before, but I understand understaffing and a new restaurant to an extent, and the service had always been very friendly. This time however, I waited 5 minutes for the lady who I guess is the manager to even acknowledge me. She finally looked at me when she was done laughing with coworkers, after ignoring me say “ma’am” twice. I asked her if I could get a side of the truffle sauce. She said she is going to have to charge me. No one has ever charged me for it before and I’ve asked for it twice previously. I told her that’s weird because they have never charged me before but that’s fine. She said she will be sure to talk to her staff about that. Maybe they were being nice to make up for my order having not been ready or something, so I obliged that she could charge me for it. She then proceeded to charge me a miscellaneous charge for which she typed in $2.18. First of all!! The fries are $2.99. Not only could I get nearly a whole other order of fries for that, but ALSO the menu option for truffle fries fries that include Parmesan, garlic, AND the truffle sauce are only $4.89. The difference is only $1.90 and that includes two more ingredients in addition to the sauce?? Why she thinks it would be okay to charge me $2.18 for this sauce was truly just demonstration that she thinks she can take advantage of her customers. I no longer trust this store because somehow this woman is in a position of management. People who demonstrate conniving qualities should not run or be in charge of businesses or people. You won’t be...

I've been to Shake Shake in 3 other cities, and in general really like Danny Meyer restaurants. In terms of Nashville chain restaurants, I would put Shake Shack burgers up there, along with Five Guys and Le Big Matt @ Emmy Squared. Food-wise no issues, and they have new milk shakes using ingredients from Christina Tosi's Milk Bar, which my kids loved. Shake Shack burgers are made to order, so it takes a few minutes at all locations.

But, Shake Shack Franklin is going to a lot of growing pains. Not sure, if it is due to the national labor shortage, but it can literally take 45 - 1 hour to get your food here. I've ordered here about 8 times - first time being the first week they opened. I know now, not to order there unless my kids really insist and I have 90 minutes free. They need to be upfront with customers on the potential wait time, as I always see an angry mob of customers there. A couple of weeks ago, I saw the grill staff with their backs to the grill - laughing it up - while there were tons of people lined up waiting for their orders. Also no one manning the drinks and shakes station. I went back for 2 shakes for my kids a couple of days ago, and the entire staff was heads down, and there were 2 girls at the drinks/shake station. So, they may be get their act together, but I still needed to talk to them after waiting 20 minutes, so I could get my shakes expedited. She quickly made my shakes and I was appreciative.

Bottom line: Avoid this location, unless you are OK with waiting 45 minutes for your order - at least until they get their...

This was my first visit to Shake Shack, and I was left a little disappointed. When you first walk in, you are welcomed by a menu and screens where you can order your meal. That is a little overwhelming if you've never been, as was true for me. I'm sure it's a nice touch for an introvert being able to order and receive their food without dealing with a human. For me, something felt like it was missing. I had to interact with the kitchen staff on a couple of occasions - once to figure out how to get a glass of water (the free kind), and once because they were out of napkins...in EVERY single dispenser in the store. The staff was "ok," but they seemed bothered that they had to deal with me. At least that was how it felt. I guess they were supposed to be in the back making food, not dealing with customer requests. I suppose if you like restaurants that serve customers completely technologically (other than those making the food), this is the experience for you. I didn't care for it. This restaurant serves alcohol, which is a plus for some people, but didn't matter to me since I don't drink. For this reason, when I was told to get tap water out of what appeared to be a beer tap (is that what it's even called?) that was both confusing and intimidating. The food taste and value for the price wasn't great. I got a hot dog and fries for a total of $7.55, including tax, and I probably would've done better with Costco's $1.50 foot-long hot...