Shake Shack Liberty Center — Restaurant in Liberty Township

It's a cute place. I told the staff it was my first time there. We had to ask for someone to come up and talk to us about the menu. It was a couple minutes before even anyone looked our way. There was no conversation or suggesting anything to us even though we were first timers. That was definitely a missed opportunity to feel like we weren't in the way and that we were the reason they were there. We had no idea about where anything was or if we were supposed to wait at the counter or what came with what. The girl taking our order was very dry and eventually I had to ask enough questions to find out everything was a la carte. I'm from the Carolinas so I had to try the Carolina BBQ bacon burger with fried pickles. I didn't realize it was almost $11 Ordered Carolina barbecue cheese fries but all I got was a little melted white cheese on some standard crinkle fries and was told they were out of the barbecue seasoning. The sauce was very good but there was not enough cheese on them and no discount because they weren't flavored properly. Those were almost $6 for a little handful. Chocolate shake $7 The other guests had a plain single hamburger which was over $7 We went to sit down with our table number. They brought the food without napkins or silverware or seasonings. We had no idea there was somewhere to go get these things. I'm just saying that we had to ask for everything. They weren't super busy but it just didn't feel welcoming. There's a few things we bought were $30, but the flavor of everything was nice at least. I was so frustrated that I didn't even take any pictures for this Google review. I am glad that the burgers weren't dry. That was very nice! Kudos to the grill crew. Nothing was overly large to substantiate these prices, however. I didn't really look into the history of the company or the quality of the ingredients. Maybe that's where the prices are coming from. As a side note, it took a few attempts to get the payment to go through because the person who took our order did not sign in to the computer. (I'm really afraid fighting with my bank or the manager at this location about getting triple charged for this experience) I don't know how our order was taken without the employee being signed in to begin with. Strange. All in all it was clean and now that I've been there once I know what's going on, it would have just been nice to have been given any kind of guidance or told where stuff was. Once was enough for me though, with does prices I won't...

Oh this is gonna be a long one. If I could give it a zero I would. It’s not the food (necessarily) it’s the people that work there. Not once but 3 times we have gone and ordered a drink or a shake and they did not have the flavor we requested. Only vanillla. How is it shake shack and you don’t have shakes??? Make it make sense! We went inside to order yesterday and placed our order at the kiosk noticed the place was packed and a lot of folks were just standing around. Didn’t think much of it but then heard the cashier tell another customer the wait will be 30 to 45 minutes for fries and a hot dog which peaked my red flags because we had already been waiting quite a while. I look back to the serving area and all I see is a bunch of kids looking lost and uninterested in doing there jobs. There was no sense of urgency nor was there anyone expediting the meals out to in door customers. Red flag number 2! Then I see a lady at the counter who had been there way before us asking for her drink…all she ordered was a drink!!! She had to have been there go 20 minutes! Red flag number 3!!!! I told my husband at this point I don’t want to eat here. I went to the cashier girl and told her I know it’s not her fault but this is supposed to be fast food not slow as hell food. We want a refund right now and will not be going back. She went back and brought the “manager” who looked as lost as the other kids working there. At this point other folks started asking for refunds because that wait was completely ridiculous. Well, since it was his “first day” he did not know how to give a refund and went back to get the real “manager” who came up and looked as lost and confused as everyone else working there. She asked who all wanted a refund and we all raised our hands. Had to be about 6 or 7 orders, a lot of money lost. Turns out some of the food was ready and was just waiting in the back sorting there getting COLD because the slow pokes back there didn’t know how to expedite food orders. We told her to toss it and give our money back. This is so sad not just for people wanting the shake shack experience but this store location is not going to last long with this kind of service and lack of food being available. When I go there I want shake shack not McDonalds and this is what it’s turning into in my opinion. Thanks for coming to my Ted talk, and have...

Terrible, non-existent service. I would give ZERO stars for service if that was possible.

The order kiosk wouldn’t let me place my order without a table number card, and there were none there and nobody around to help. Ended up having to go behind the counter in employee only area just to place my order.

Then the person bringing my food just set it on the table as far away as he could, didn’t say a word, and walked away and left the table number. I didn’t see a straw for my milkshake, and there were none as the condiment area, so stood at the counter a few minutes waiting until the same guy that brought my food walked past me without saying a word (he had to make an effort to avoid me, I was in his way and clearly needed help) and I asked for a straw as he walked past. He handed me one, never said a single word to me. There actually ended up being a straw on my tray but I didn’t see it below the paper, so that part is on me.

Finally eating my food, and it’s not amazing but the milkshake is really good (the ONLY reason I’m giving 3 stars for food). I ordered the black truffle shack stack burger, truffle Parmesan fries, and a vanilla milkshake.

After eating I go to the bathroom to wash my hands and there are no paper towels and there’s not a hand dryer.

Overall an extremely frustrating and disappointing visit. And not to mention, this whole garbage experience cost me $28.50.

I read Danny Meyer’s book (founder of Shake Shack) about hospitality and it’s an amazing book that has influenced me and my business in a very positive way. Everything I experienced here was the complete opposite of what his book is about. I will never...