Shake Shack Rice Village — Restaurant in Houston

Went to this location May 19th at around 1pm. We ordered a Smoky classic BBQ and the Carolina BBQ. We noticed around halfway that the Smoky BBQ we ordered was supposed to be a double and it came as a single. We immediately let a worker know and asked if we could just be refunded the upcharge for making the burger a double. The came over manager and we explained how about halfway we realized it wasn't a double and how we simply just wanted a refund for the charge of making the burger a double ( a $2 upcharge..). The manager (a white lady) had such an odd nasty attitude towards us and immediately told me that I was eating the wrong burger multiple times, she was adamant I was in the wrong and I mixed up the burgers and that she was right. I don't know if this what she tells all customers to make them feel as though they are in the wrong but these two burgers were so different that this is impossible to mix up. I explain that no, I was eating the correct one because I wanted the fried pickles (Only comes on the Carolina BBQ) . She tried to prove me wrong by telling me they both burgers come with that (they do not, how do you as a manager either not know the items on your menu or you do know, and vou're just lying to me face ?). I gave her the benefit of the doubt and told her either way I know I was eating the right burger because I did not want the crispy onions and I was eating the one that did not have those ( these burgers are very hard to mix up.) She finally gave up on trying so hard to make me feel like I was wrong and said " ok. got it." with such a rude and disrespectful tone and stormed off. She came back and put cash on the table ( $10 and some change) and looked at me and once again with a nasty attitude said " and you did order it wrong by the way." Not once was she apologetic at all I don't understand how she blew up what could've been a simple fix into something so much more. All i said was "okay" since I did not want this lady around me anymore and she stormed off again. She also purposefully took the receipt with her when she left. This was crazy because my burger didn't even have a double patty. We received them both as singles and if I did have a double patty on my burger why are the wrong ingredients on the wrong patty ? thats an issue with kitchen not us. Luckily we had an image of the copy of our order and Id like to be let known on how I placed the order incorrectly when next to the Smoky BBQ it says "DBL" and next to the Carolina BBQ it says "SNG". Ive gone to other locations were there was a much bigger issue with an order and the manager remade the burger and even gave us a full refund when we didn't even ask for one, we were happy with just the remake of the burger and this lady was crying, lying and trying to prove me wrong so bad over me wanting back a two dollar upcharge for something we never got. I don't know if its because we are both young that she thought she could disrespect and ridicule us but we felt extremely unwelcomed and belittled. We wont...

Edit:

We ended up giving them another chance and it looks like they have been able to resolve a lot of their initial problems.

The wait for the food is normal now. It looks like they have been able to fix whatever was holding up the kitchen. They are still super busy but at least now the lines are being rung up and the food is being delivered in a timely manner. Now patrons in the rice village area can have their shake shack experience correctly!

I love Shake Shack! However, this particular location needs help! We gave them a few weeks from grand opening to arrive. We came on a Sunday night hoping the wait wouldn't be long. We were lucky to find a spot right on the side in the new non-metered parking.

So things were looking good. The line to order was out the door still...but was moving fast. The girl at the register seemed like she knew what she was doing.

Now this is where the chaos begins. I feel the kitchen staff was not well trained/organized. A lot of items were being finished quickly, ie: fries, shakes, and those type of items. And they sat on the shelf, however, the burgers were taking forever.

When we got seated the group next to us warned us they had been waiting for 30 minutes to get their food. As we waited their buzzer finally rang and their food was ready. Sure enough they had messed up on their orders and now they had ran out of a particular item they had ordered. They were flustered and the manager had a hard time issuing their refund too.

We were scared...our order was pretty simple, just 2 burgers and cheese fries with a drink. 30 minutes later our food was correct.

We looked around the restaurant and it was such a sad sight. Tables looked like they had been starving in a 3rd world country with no food in sight. Manager, should have talked to the customers to at least explain whatever the problem was or offered some sort of coupon.

The worst part, the kitchen staff kept cheering/chanting, I'd assume for moral, but when the customers are upset and hungry, less chanting...

Ok so I’ve been to three locations including this one. This is the 3rd location I visited and by far the worst. I didn’t like that I had to pay to park. I know that seems so little but I had to pay to park directly in front of their store at 8pm in the evening. We ordered two cheese burgers and a mushroom hamburger as well. Except they didn’t add meat to that one. The fries were also over cooked and to hard to eat. If you want to complain for get up for something they stop you. They won’t allow you to just go order something else. You have to step outside get in line again even though it was there fault. For me the service was just awful. The girl was on her phone the whole time. She was standing by the counter. So when you walk in she yells that you need to wait outside and it’s embarrassing because how could we know. She isn’t standing by the door to say “hey hold it’s full”. Really it bothered me so mich that while my family ate their food I had to get back in line to fix mine. We wanted to order milk shakes but we didn’t want to wait in line again so I tried to use the ap. They didn’t have strawberry or cookies and cream as an option so I asked the girl, do they not offer that at this location and she said oh yes we do but we’re out. So I was bummed about that. We had to use our own purell disinfectant cloth to the clean the table because we couldn’t be sure our table was cleaned or not. We did her grab a red pack of wipes later and wipe some tables down but I feel it should be after each guest. The woodlands location is the best so far. The food comes just like we order and they treat us like royalty. Lol I mean not really but they don’t mAke us get back in line to order something again. I will never come back to this spot which I thought for sure would be up to par with the woodlands....