Shake Shack Goodyear — Restaurant in Goodyear

We ordered in-store at the kiosk. We waited about 30 minutes for our food, which we had anticipated. While we waited, we were able to see what was going on behind the counter. They have a tall food rack filled with drinks, between the front counter and the drive thru window. Some people were in charge of filling cups of drinks and putting them on the rack. I guess it was supposed to make the drive thru faster? The thing that really bothered us, other than guessing that people’s fountain drinks were probably pretty watered down by the time they actually ordered and got them, was when we realized that on this rack they were also putting shakes/malts. Just setting them there, without any kind of refrigeration, or ice, or anything. Basically just setting the ice cream out to wait for people to order them and pick them up. By the time we finally got our food for carry out, we checked what they gave us, and our malts were melted. The two shakes we ordered were also melted. We asked for them to be remade fresh, and they took them back behind the wall to the person who was making shakes/malts and stacking them on the food rack. They brought us two shakes, and evidently they just added fresh whipped cream on top, because when our son tried his when we got home, it was melted. For the two malts, she brought us two cups. She set the melted ones we didn’t want back on the top of the food rack to keep melting with the other shakes/malts they were going to serve to other people. When she brought two malts back, one cup wasn’t even full. We got a ton of attitude when she asked if we needed them remade again. We said yes. She took these back behind the wall, and came back with two malts. They must have just added a bunch more malt, and didn’t even blend them. The malts were not frozen, but were really thick. The malt powder was in these little congealed globs in our malts. When we got home, we realized that they had basically burned my hot dog, and they hadn’t put the bacon on one of the burgers. I get it that they’re new, but for the prices they charge, you’d think they could at least make the food mostly correctly, serve freshly-made shakes/malts, and not give us attitude when they’re asked nicely to correct issues. We’ve been to other Shake Shack locations and had great experiences…this one has a long, long, long way to go to even be in the realm of the others’ quality and experience. It is unfortunate that management/corporate is allowing these things to happen. There is a lot of training that needs to be implemented...

Waited 20 minutes in the drive thru to just to get the wrong drinks and missing food, I then went inside and waited another 25 minutes just for them to correct my order. What angered me was that I told a worker about the missing items in my order, he went back and told the kitchen to make the burger that they missed, they ignored him and kept working, 15 minutes later after waiting I asked him where my burger was, and he told them again to make my burger...they ignored him...again...and how do I know this? HE TOLD ME! I finally got fed up and spoke to another worker who went back to the kitchen and had my burger made in less than 5 minutes, seriously...HOW!? Is that how shake shack operates? I'm sure the answer is no from the company, but in reality, likely yes. Long story short, in the end I had cold food and warm drinks, from waiting to get food I previously ordered. I am deeply dissatisfied with this location, you would think, as long as the company has been operating, they'd get their production and management practices straight and efficient like Chik Fil A, but obviously, they don't, and being a new location is no excuse, a Chik Fil A restaurant could pop up tomorrow and I doubt they'd have no more than 3-5 wrong orders in a full work day, and no where near as bad when it comes to the nature of the errors. To the managers of this facility, learn to lead your people, also, your company failed you, get your processes together, as a matter of fact, show this to your GM and his/her boss. Will definitely NEVER return to this place, nor will I recommend, the food wasn't even good either and the drinks taste like semi-sweet tap...

The only good thing about our time here was the food. We stopped here driving back from LA to Tucson at about 9:45pm, decided to order in the drive thru. There were 3 cars between us and the speaker and it took us probably 10 minutes to even get to the order speaker. We finally got there and ordered two burger combos with some extra shack sauce on the side (which mind you totaled $40, crazy) and then continued pulling up to the window. There were 4 cars ahead of us at this point. We waited in the line for 25 minutes after that. We watched as the cars in front of us were handed their food, nothing crazy, a bag for each car. What was taking so long? When we finally got to the window, we paid and they gave us our drinks and food and we parked to eat. The ice in the drinks was almost completely melted. After we parked, we pulled the food out of the bag, and lo and behold, there was no extra sauce. My boyfriend kindly offered to go inside and ask for it as well as some ranch. There was NO LINE at the register at this point. He was in there for 10 minutes, and all they had to do was grab 4 sauces. He came back in and told me that there were multiple employees in the back seemingly doing nothing (at this point probably 10-15 cars in the drive thru) and the cashier would not make eye contact with him. He also said there was a whole rack full of drinks for the drive thru just sitting there, which explains why our ice was melted. So we ate, and the burgers were really good, the fries were okay. Detoured us a whole hour (we were preparing for maybe 20 minutes at most). Overall a very...