Shake Shack Long Beach — Restaurant in Long Beach

This is not our first time at Shake Shack, but this is the first time that I've experienced something like this. To be fair, the food tasted great (usually true when eaten freshly made), but the service and how they went about it that day made it NOT okay.

I placed my order through a kiosk and provided my phone number since they implemented a text notification service to alert me when my food was ready. Okay. Didn't think twice about it and went about my way. Since we had to eat outside, we went looking for a place to sit and found one about a 1-minute walk from the restaurant.

Thirty five minutes pass and I get no text. I would have walked back sooner, but I was playing with my kids spending quality time. I was expecting to get a text and lost track of time. I walk back to the attendant, and he points out that it was ready about 9 minutes after placing my order. The attendant said that they would remake it and "comp" me. I understood that as they will remake it and refund my original order. When I got my order, they just expected me to just walk away, that's when I said something. Something HAD to be said about the atrocious way I was patronized.

I've worked in customer service and sales for 25 years of my life. This was substandard. If yours system made the error, correct it with above and beyond activity. SS is a LARGE corporate company that can afford to take care of their customers. Shoot, I pay more than $70 to feed a family of 5. Customers expect GREAT service when the average prices are high.

If they did not offer to give 3 free cheeseburgers, 2 free shakes, and 3 free fries with $10 min order, I would have honestly gave them a 1 star and called corporate to complain further. I'm going to stop at this very detailed review and hope they can rectify for future reference.

We will still go back to eat at SS, but had they not taken "care" of us, I would...

Went to Shake Shack tonight. Got the Shake Burger and French Fries. Friendly staff, extremely easy to order at the machine, and very cool that they’ll text you when your food is ready.

Cons right off the bat: this place is wayyy too expensive for the quality and amount of food you get here. It really is only a place you go to once if you’re single, and maybe only for date nights if you’re not. Would not recommend for casual dining if you’re operating on a budget.

The prices they charge here for a burger aren’t bad until you realize there are no combos and you’re paying premium for everything from the fries to the drinks. And no, “quality” is not an excuse to charge for this much when In N Out across the street charges about half as much per burger for “more” (essence, that is).

Is the cheeseburger bad? No. The cheese sauce is interesting but not a deal breaker, the buns remind me of Hawaiian sweet rolls and have a nice balance with the saltiness of the beef patty. The vegetable toppings taste fresh.

It’s tasty. But even McDonald’s has its “tasty” moments, as does Carl’s Jr, Burger King, Del Taco (I know, it doesn’t make sense, but it does, trust me), Wendy’s, and even Five Guys. The difference is you’re getting a burger here and being charged like it’s chianina filet mignon. It’s not.

As I said, come here once, then...

I ordered at the Terminal and was given the chance to input my cell number so I would get a text telling me when my order was ready. I had no indication whatsoever from the terminal nor the staff that I had to wait nearby. What would be the point in inputting my number in the first place?

Decided to wander around to avoid the crowds at the entrance and 40 minutes passed without a text to tell me my order was ready. I came back to the entrance where they told me that my order had been ready 30 minutes before.

I told entrance staff that I never got a text as indicated and they didn't seem too bothered by it nor did I receive any actual apology for being misled. I politely requested that they redo my order because my meal was cold and I waited another 10 minutes.

After 50 minutes they give me a paper bag (again without apology) and as I'm walking away I realize that it's the wrong order (no fries)!!

Luckily I finally hear my name called with my order - and it's still lukewarm!!

For the price of a meal at Shake Shack I expected way more customer service efficiency, or at least an apology for having such misleading, inattentive service. I know it was busy but it doesn't justify the service (or lack thereof) I received.

If I'm not getting a refund, please at least train your staff to apologize when mishaps like...