Shake Shack Suburban Square — Restaurant in Lower Merion Township

At Shake Shack Ardmore, I recently tried their classic Shack Burger and was delighted to find that it was just as delicious and satisfying as I remembered from other locations. However, my experience was marred by the unprofessional attitude of the front staff lady who took my order (April 25th 2023 5pm) She didn't acknowledge me or offer a friendly smile or (even hello) and instead seemed to be staring rudely at customers, including me. This kind of behavior is unacceptable in any customer service setting and definitely detracted from the overall dining experience.

Despite this setback, I did appreciate the restaurant's modern ambiance, which was a refreshing change from other fast-food chains. The kitchen staff was the real heroes, and my food was delivered in a timely manner.

One aspect that could be improved upon is the ordering process, and I'm glad to see that Shake Shack is implementing kiosks to address this issue. This should minimize interactions with (rude) front staff, which can be helpful for customers who prefer to avoid any potential issues.

Overall, while the food was great, Shake Shack Ardmore needs to address the issue of unprofessional front staff behavior to ensure a more positive and enjoyable dining experience. I hope management takes steps to provide training and improve this aspect of...

I wanna like this establishment for the food but the people on the front counter really need to work on their customer service skills.

Very unfriendly. Busy prioritizing chatting amongst co workers instead of helping customers. I approached the order counter and all staff avoided eye contact. I awkwardly stood there and eventually got the idea to place my order on the self checkout machine. Others did too. I place my order on the machine and sit down to wait for my to go order. The self checkout machine told me to take a stand with a number on it and place it visibly near me for staff to see and bring my order to me. I was texted to go to the pick up counter and pick up my food. No reason for me to grab the number stand. i head over to the pick up counter. Again staff eyes avoid me. Cashiers back to the room chatting and then she walks away. Eventually another staff member comes out and finishes making my order. Not sure why i was texted it was ready. It wasn't. More awkward standing at the counter. The second staff member did not acknowledge me either. I said "hey picking up my food" and was ignored. I said it in a nice and friendly manner. Eventually the woman says "This your food?" I reply "Yes Thank you!" Not a welcoming experience. Almost all the tables were dirty. The food was good though....

Update; the company did reach out to try to correct the issues. They did follow up and handled the matter in a very timely fashion. I'll give them props there. When we returned the food was portioned more aligned with the price point. Staff was friendly like always.

I recommend taking your money elsewhere. I don't like to give negative reviews but for the cost of the food here the quality of the food should match the price and it doesn't. I ordered a chicken sandwich here the other day and the chicken was so small it hardly filled half the bun. It was take out so I didn't realize until I got home. McDonalds chicken sandwiches are 3x the size of the sliver of chicken they gave me. They also didn't have the supplies to make the higher priced milkshake we ordered so we had to opt for a plain one. If they didn't have the proper supplies to make the order due to time of day or simply running out they could had just explained that and adjusted the price at the time of ordering and I'd have accepted that. Customer service goes a long way in food service. Parking is difficult in this area and the whole experience wasn't worth the money or bother...