Shake Shack Town and Country — Restaurant in Houston

This was my first experience with a SS. I was somewhat impressed. The parking lot was small, but we were able to find a spot since we went fairly early. There was adequate seating with booth tables and outdoor options. We were immediately guided to the order kiosk even though no one was in line. That is the only thing that ruffled my feathers. I understand using an order screen station when the place is busy, but I think a new establishment as this one should have been a little more helpful and accommodating. It's a turn off for me and makes the atmosphere as if they are too busy to assist with customer service. BUT, don't forget that tip they want so badly. If I am placing my own order, picking up my own food, busing my own table, why am I tipping you?? I am a good tipper, but only when a tip is deserved. Anyway, on to the good. The burger was fresh. The bun was soft and the topping were good. I would prefer shredded lettuce instead of leaf lettuce. It's a small burger. Do not arrive expecting a Whataburger or Fudds burger. The fries were good, especially for what I consider frozen fries. The restaurant was clean. I did not like the mango lemonade. It was very light on the sweet. The large drinks are $4.99 with free refills. I though the drink price was way too expensive. My whole meal with burger, fries, and a drink was $17.29. I will probably go again, but it is not on the...

Placed a $50 pickup order, which included a Creamsicle float as listed on the online menu. However, the menu simply states “Creamsicle or Root Beer” with no option to choose. When my son arrived to pick up the order, they insisted I had ordered a Root Beer Float instead. Turns out, they were out of the orange syrup needed for the Creamsicle, so I asked for a refund.

Instead of handling this smoothly, they gave my son a hard time until a manager finally agreed to process the refund. But while I was eating, they called me, claiming they couldn’t locate the order to issue the refund—meaning I had to interrupt my meal to help them fix their mistake. And despite all that? Still no refund. Thanks, Tiffany.

When I asked if they could do anything to make up for the inconvenience, Tiffany snapped at me, insisting I had ordered the Root Beer Float and that my son was trying to change the order—completely untrue. I saw the menu myself and would never order a Root Beer Float 🤮. The wording on the menu is misleading, and the way they handled the situation made it worse.

Oh, and the fries? Cold.

I’ll be taking my business to a Shake Shack that actually values customer service—and...

I’m sitting here as I type this review! I attended the soft opening of Shake Shack and felt a great sense of joy! First, the food was great, which was matched by exceptional customer service, not just by the young waiters and waitresses but by management as well. They were all very welcoming and constantly offering their services with refills or anything else we needed. Felt great to experience this! A special shout out to two individuals in particular; Kevin and Hiliana! Both were wonderful and very helpful. Kevin was very kind and respectful, while Hiliana was on top of her service and a busy body! Thank you all, including management, for such a...