Shake Shack Kirkland — Restaurant in Kirkland

They were advertising the Korean menu today in the store and online. It was not available to order on the app or on the kiosk in the restaurant. I wanted to use the Oscars SmokeShack deal and today was the last day. I tried to order via kiosk but I got an error with the promo code BIGWINS, although it worked on my mobile app. I had to place 2 separate orders so that I could get a total of 4 burgers (2 SmokeShacks). I placed my first order on my app and it took about 15-20 minutes to get it at the pick up window. I tried to place my second order after the first, but the app told me I could not place another order because I already had one being processed. Well, it's not like I could use the kiosk to place this order, because it wasn't working properly. I waited for the first order to finish and then placed another order. I had to log out of the mobile app to place the second order because it was STILL not letting me place the second order after I had already picked up the first. I also wanted to use the BOGO shake deal, and this deal wasn't even available at the kiosk because it would not let me add a promo code with 2 shakes in the cart. My brother has to place the order on his phone so that we could get the 2 remaining orders together. Well, we did not get them together, even though he ordered before me. The staff clicks READY on your order when they haven't even started it. We placed the order around 3:20 and did not receive it for about 30 minutes. The app said the order was done, but the staff at the window said they were still making it. We had to wait another 10 minutes for them to make 2 shakes and people were lining up at the pickup window and being told their orders weren't ready when their apps said they were.

The last time I visited this location was 2-3 years ago. I remember the burgers being bigger, and remember they were good. The ones we received were pretty small and sad looking. One of my burgers had the toppings thrown inside the sleeve instead of on the burger. Bare minimum number of toppings covering the burger. The shack sauce/house sauce is not very good when you compare it to other burger joints. If I had ordered without using coupons, this would be a rip off. I probably will not return to any Shake Shacks in the future. I think it is overpriced and their tech (app and kiosks) just don't work for the customer, and so the customer is left wasting their time trying to circumvent bad UI.

By the way, the app automatically tacks on a 10% tip to your order and you have to manually remove it, or you will end up paying it if you don't notice. This should be an...

Overall, an OKAY experience. Upon first standing in line, to ordering, everything appears to be pretty smooth. However, once I approached the registers (self serve ipads with square card readers), I noticed two of the five registers were down and had a sign over them (for some sort of technical maintenance/issue). On top of that, the employee-manned registers were not being utilized by unassigned staff standing behind the counter. Slightly frustrating, but I shrugged my shoulders after waiting for around 10 minutes to order for myself.

After ordering, I was sent an order confirmation message that my order was received and they'll text me when its ready at the counter...so I take a seat around the corner waiting for my text, soon enough 10 minutes goes by, 15 minutes, then 20 minutes later some other folks who were WAY behind me have gotten their food, so I approach the counter and in the backlog of all the orders (there were easily 6 or 7 order sitting idly, maybe with the story as me?) mine was sitting there lukewarm. I asked the employee behind the counter why I didn't receive my text confirming my order was ready, or why my name wasn't called...he shrugged his shoulders and said, "we've been having problems all day." They didn't even call out my name? Very strange. Not even a single "sorry for your inconvenience", "let us make this right for you", or "we will do better next time".

The food was fine, it's an expensive premium to pay for a single patty burger, shake, and fries (was around $16). Definitely tasty, I could tell if it came out hot that it would have been good. I've been to the Seattle location once before and the food turned out much better to my tastes.

TL;DR version: Definitely some grand opening kinks, nothing some good management couldn't solve. I hope management takes a look at this review and that you as a reader will be aware of the kinks going into dining here. Maybe it was an isolated incident? Who knows, but first impressions matter, especially at a fast food premium price margin like...

Our first time trying this chain new to our state, and my husband and I were blown away. A Monday early afternoon was well staffed, self-order kiosks that are updated to reflect supply, very clean (including bathrooms) and has a chill modern atmosphere. Vegetarian options and dairy-free shakes as well. We ordered the Shack Stack, ShackBurger with bacon and onions, Hot Chicken sandwich, spicy fries and Oreo funnel cake shake. The Shack Stack was excellent, but don’t expect it to be like a mushroom Swiss. It’s very unique, and the portobello was fried beautifully with a lovely cheese pull. It’s a very good non-traditional burger. The ShackBurger was delicious with beautiful caramelization on the beef which was cooked to a perfect medium. I usually forget to take photos before digging in, but this burger was too pristine to rush into. It’s the burger on the billboard ads, but nobody sat on this one. All the food was like this, but this is the only picture I took. The Hot Chicken sandwich was another level of chicken sandwich. Crispy, juicy, well seasoned fried chicken breast with flavorful toppings had us almost fighting over it although we ordered it to share. The spicy fries were crispy on the outside and fluffy on the inside with truly spicy seasoning. The fries with more seasoning are nicely tamed with ranch and ketchup complemented the less spiced ones. Finally, the shake was not your average fast food shake. Tasted like real chocolate ice cream, not chocolate syrup, and was very creamy and delicious and somehow didn’t feel as heavy as most shakes I’ve had. We will definitely return to try more menu items and especially to try the dragonfruit lemonade they were out of. The ultimate test of fast food is always its consistency, so I truly hope I won’t need to edit...