Shake Shack — Restaurant in Grapevine

Seems like they have some really competent employees and some duds.

We ordered a Shack Burger, a Smoke Burger, two Bacon Cheese Fries, and two Coke Zeros. The price for that was over $40. (I know, it's an airport.)

My name came up on the board, so I went to the counter. After waiting for a couple of minutes, I started watching the order-filling-guy filling the order bags. He was moving slowly, and not deliberately. As order-filling-guy started to work on the bacon cheese fries, he grabbed the clear plastic tub (that should have held the bacon) and after reaching down into it a couple of times, he seemed to realize that there was very little bacon present.

So he asked one guy (who was talking to another employee) for more bacon. That request got ignored. So, order-filling-guy walked back to the drink counter and arranged the sodas in groups that appeared to correspond to orders. While back there, another guy came by and was informed that there was no bacon. That seemed to be ignored as well.

So, the order-filling-guy went back to putting fries and burgers in other paper bags, and a guy who came out of the back caught the attention of order-filling-guy and he was informed that the bacon supply was low. That bacon-supply-guy took the clear plastic tub and disappeared for about 5 minutes.

The bacon-supply-guy returned with the tub containing several strips of bacon. So, after pausing in an apparent moment of puzzled contemplation, the order-filling-guy started tearing the bacon into 3/4 inch pieces and creating cups of bacon for the Bacon Cheese Fries.

Finally, my name was called and I returned to our table with our soft drinks and bag containing two orders of Bacon Cheese Fries, a Double Shack Burger and a Chicken Sandwich. (We had ordered a single patty Shack Burger and a single patty Smoke Burger.)

After returning to the counter to ask about the burgers we had originally ordered, I got the attention of the (apparently competent) order-taking-guy. He instructed the order-filling-guy to address my concern. Order-filling-guy needed my receipt (since me telling him what I had ordered was not sufficient) and I dutifully made the trip back to our table to retrieve it. Finally, the apparent crew chief stepped in, found our correct order (still sitting in a bag in the counter) and gave us both the correct order and the one we had originally received.

All's well that ends well, right? The food was good, and still warm enough. Plan to bird-dog your order if you visit this...

Terrible. I get to this shake shack with 1.5 hours before my connecting flight and barely make it to my gate before boarding, here’s why.

I order my food and hear my name, but they give my order to someone else (presumably with the same name). Nobody verified the order number, they just gave the food to someone else. What’s the point of having an order number, if no one looks at it?

Ok, I understand everyone makes mistakes, so I tell a staff member and show them my receipt. They talk amongst themselves and don’t let me know what’s going on, so some time passes, and I ask another staff member. The second staff member yells over to the group and asks if they are remaking my order. Someone responds, “yeah.” So I guess I’m all good, but then another 15 min passes, still haven’t heard anything. I ask again about my order and the cooks have no idea they were supposed to remake my order. What happened??

Ok, so now I tell them my order verbally, and they finally remake it. I guess I have to tell the cooks directly to get anything done… really?? At this point, I should be good…but then I get my order and there’s no shake sauce…

Finally, I flag down the cook who happened to be giving someone their food at the pickup area and they give me the shake sauce. All in all, 45 minutes to get my food.

All in all, seems like if any hiccup happens in their system, everything goes haywire. Please please please, just take a second to verify orders and have something in place to...

First let me start off by saying if I could give them a 0 stars I would. While at DFW I wanted to grab a quick bite to eat so I ordered a Burger, Fries & Milkshake and asked for a cup of ice water. I was told that they don't give our ice water even though they have cups, ice and water they choose not to give out ice water. The cashier told me that they didn't want to give me unfiltered water but how do you produce the ice. At this point they're playing with my intelligence so I told her that I'll take the unfiltered water. They then tried to sell me a bottle of water! I asked could I just get a cup of ice and I'll add my own water to it. No sir we can't do that! So I asked that I be refunded my money and I'll go somewhere that could do that. The manage said there policy is that we take my name and card information and when he get's time he'll go in the office and refund the transaction, THAT DIDN'T SOUND RIGHT! to me so I said just give me the food, so I was handed a burger plain with just pickles no fries no shake at this point they were done with me. So I asked the manager to just refund me my money at this point, obvious you really don't care and I wouldn't trust them with my food at this point. So he claimed that he refunded me my money, but here I'm on the phone with my bank 4 days later because the transaction went...