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 have boycotted.