Shake Shack Green Hills — Restaurant in Nashville-Davidson

First time at this shake shack in Green Hills. We have been to a number of shake shacks in New York and always been very pleased so we were excited to visit this one in Nashville. Tonight (Saturday night) the food was very good (once we got it after a 50 min wait). However, the restaurant operations left a lot to be desired. The customer service by their food staff was terrible. They had plenty of workers but they were poorly organized. You could tell many customers were frustrated as it seemed to take a long time to get food. In addition, everything in the restaurant was dirty including the floor, bathrooms, soda machine, condiments counter and no one was even thinking about wiping off tables.

My son and I ordered and the girl at the counter was very pleasant and helpful. However, we waited almost 30 min before our name was called. We had simply ordered a plain hamburger, a double cheeseburger, two orders of fries and a chocolate shake so it was not a hard order to fill. When it was called, our buzzer never went off, but we went to get our food and it was not there. I asked the food servers and handlers where it was and they said someone else must have gotten it and just turned around. I then stopped the girl and asked if they were going to take care of us. They began talking among themselves and never answered. So I asked again and they said yes it was being fixed again. I waited another 10 min then asked the same girl if they were maybe putting us at the front of the line for food since it had been 40 min since we ordered. She just said it was being cooked but it was obvious they had just put us in the back of the line. It was clear that they really didn’t want to bother with me and clearly did not care. So finally I asked for the manager. He was pleasant but I could tell was overwhelmed. He said they would work to get our food as quickly as possible. Approximately 10 min later, we finally got our food. And they had fixed it to go when it was supposed to be to eat in their store. We were running late for a movie so we literally jammed it down in five min or we would miss our movie.

The manager took my receipt and claimed he was going to refund it “when he had time”. Will be interested to see if he actually did or not.

Overall, we will think twice about going back to this shake shack. The food was good but it was a very...

Firstly, the burgers are good. Not great, mind you, but good. And if you're an Instagram foodie, they're probably the most photogenic burgers around. I consider texture/quality of the meat most important in the art of burgering, followed by seasoning, then assembly/presentation. For me, gristle in a burger is the biggest foul, and one of the easiest ways to gauge meat quality. If you aren't familiar, gristle is usually connective tissue left on poorly butchered beef before it's ground. It results in something unsettling that your teeth kinda bounce off of, rather than chew. The more you encounter this during the meal, the more joy it subtracts from the experience. I think I hit gristle about 5 times on my "Double Smoke Shack", and my ideal burger would be more like 0-1 times. Maybe I'm picky, but the quality didn't impress me. It was cheesy, and the bacon was good, but there was not much detectable seasoning, with most of the flavor coming from the pickled peppers they put on it. Still a decent burger and sure, it was beautiful, but not 5 stars. Fries are crinkle fries with little special about them, but they're ok too. I had the tiramisu shake, which I highly recommend. That's it... a double burger, fries, a shake: $21. I don't think the price and hype are really justified. That's saying something, because I'll pay $6 and tip $2 more for a good coffee. One of their big hurdles is also the flow of the place. People are waiting around for their food, trying to access drink stations, getting all their condiments, and picking up orders in basically one spot. It gets really jammed up, and ruins their feng shui. Then there's the parking... ok, I'm done. Not a bad spot, but you can get better burgers, in better ambience, more conveniently, and for less money. I'd give them a 3.5 if I could, but since I tend to round up when forced,...

Tried to come in to take advantage of their "Chicken Sunday" promotion, which is basically a promo code that results in a free chicken sandwich. However there are terms to be able to get the free chicken sandwich. The terms include a requirement for you to place your order in their app or at their kiosk. Another term is that you must order $10 worth of food and beverage in addition to the free chicken sandwich. We met their terms but when it came to checkout, they required a age verification from an employee at that kiosk (because we ordered beer and wine). First the employee at the register ignored us. Then we asked for assistance and they urged us to order our alcohol at the counter but that would not have resulted in an order total that would allow us to get the promotional deal. So we again said we needed help AT THE KIOSK. She walked away and didn't help us. Finally for a third time we explained we needed her to verify our age so we could complete our order. They went to get some kind of "verification code." The code did not work. Again they tried to get us to order the beverages at the counter and again we had to explain THEIR rules of the promotion and why that would not work. Finally she came back with a different verification code complaining that she can't be expected to remember everything. That code did not work either. After twenty minutes of time wasted we just left. If you're going to require me to use a kiosk to get your promotional deal, then the process should be smooth and efficient. This experience was the opposite of that. Our first time trying to eat there and we won't be back.

The person at the counter was short in stature, blond, and had crayon eyebrows. We didn't get their name but including the description so the owners know exactly who was unhelpful. It was July 6th 2025 at...