Shake Shack Hilldale Center — Restaurant in Madison

A Terrible Experience that has been Corrected by Shake Shack.

After various conversations with management and Shake Shack hospitality team they have reached out to us and We are happily looking forward to giving the restaurant another chance and we are definitely overjoyed that the Hildale Shake Shack Restaurant is a good neighbor and we look forward to enjoying them here as we have in other locations.

Today was a 60th birthday for my husband. So i suggested Shake Shack since it’s in our Neighborhood. Order a Double Shackburger And a double Cheeseburger and 2 fries. Check number 240156. We Ordered on the app which stated a ready time of 13:30. So I arrived at 13:27. I walked in and looked At the customer pick up area and the only order that was there was for someone else. There were some other orders on the Door dash and Post-mates shelf. Other People came in after me and the cashier Was busy. I noticed the orders were backing Up and all of the other people were just Standing around talking and laughing. Someone finally came and expedited for her as She was taking orders. At 13:45 I interrupted Her to ask where is my order as people who Came in after me was getting their orders. She looked for the order and couldn’t find it On the pickup shelf and then she found it on The Door Dash, Post-mates shelf. I asked Why would it would be put on that shelf and She said sometimes when we get busy things May get put in the wrong place. So it was 13:47 when I left the restaurant. As we lived in the neighborhood it was a short drive home. The food was a disappointment my double Shackburger was too salty with wilted lettuce And a very sad slice of tomato. The double Cheeseburger was too salty as well and our Fries were tepid. Truly sorry that I suggested We ordered Shake Shack as it was a terrible Birthday lunch. A...

I was so excited for Shake Shack to come to Madison. I grew to love Shake Shack from traveling to NY and LA for work and always looked forward to my pre-flight LAX meal. I liked that it was made-to-order and the patty/mushroom/chicken was a nice big size. Something changed for this location. I have given this location four chances now and the portion sizes are smaller than what I remember. Chicken is drier and doesn’t fill the bun, burgers seem unseasoned, mushrooms are definitely smaller. Fries portion also seems small. I asked for an extra side of sauce today and was told none was available. Brands that are stingy with sauce annoy me but usually that happens at fast food joints with $1 menus so it’s whatever. Here a meal for 2 can easily push you over $20. My traveling days are behind me now so I don’t know if there was a national change to support their growth or if this is a regional issue with suppliers. Sadly I think Popeyes has a better chicken sandwich and Culver’s has a better burger. I really wanted this to work out (hence the four tries). Pluses: Employees are friendly enough and seem to work hard to churn out orders. Outside of opening day (totally understandable), meals made in the app are done on time. Ultimately the food quality relative to the price isn’t there any more. I probably...

I should give them a one star but the shake was good and my air fryer saved the cold French fries. I placed an advance order at 6pm for a 7pm pick up. I was given a confirmation email and it stated I would receive a text saying my order was ready. Well 7:02 rolled around and no text, so I walked in and let the employee running the take out counter I was there and gave her my name, she glanced over the bags and said it would be up shortly.

10 minutes later 7:12, still standing there. She asks my name, says it’s not there or up on the board to make. They asked to see my order confirmation, which required me to go back out to my car. Then I’m informed my order was there the whole time. I asked if they could remake my order because it’s been sitting there over 10 minutes. The employee kind of had an attitude and stated it really hasn’t been that long and I’d have to wait longer if it was remade. I’ve worked a burger grill, I know it can be done on the fly in 6 minutes. By the time I got home my burger was cold, cheese sauce was hard because it had gone cold and my fries were only salvaged because I have an air fryer. You can do better shake shack. The lack of training I saw today and responding to customers was...