Shake Shack Nashville Tanger Outlets — Restaurant in Nashville-Davidson

I have never posted a negative review on google before, but this experience was so bad that I needed to. We placed our order through the mobile app around 8:50 PM. The promise time for the order was 9:01-9:06. We still did not have our food by 9:15 so I went to the counter to check on it. I stood at the counter for about 5 minutes without even being addressed. Three workers walked by with their heads down and didn’t even acknowledge me. When I finally got somebody’s attention I gave them the name on my order and showed them the promise time. The worker went to the back and disappeared for another 5 minutes and came back and asked for my name again. She went back and came out again and said they put the app orders on the shelf and said that somebody must have taken our order. I respectfully told her that wasn’t possible because we’ve been sitting and looking at the shelf since we placed the order and that no food had even been placed on the shelf since we had been there. Another worker came up and showed her a receipt of our order and said “Is this it?” and they finally started making our food. To flat out lie and say that our food was taken when they just never even made it is just extremely unprofessional. We finally received our food at 9:35…45 minutes after we...

My wife and I finally got a chance to come try out the Shake Shack in Antioch today. We had only eaten at a SS one time and that was in an airport. While we were there, the fire alarm started going off. We powered through it and it lasted the whole time we were there, waiting for the fire department to show up and turn it off. (It was a false alarm) The staff did an amazing job tending to customers dining in, getting to go orders out the door, and making sure anyone inside was as comfortable as possible given the disruption. Every staff member I came in contact with was very nice and handling the situation to the best of their abilities. While we were walking out, the manager apologized (which was not necessary) and gave us 2 vouchers for a free burger next time we were there. The burgers were great, but the staff was even better. It seems you guys have a great team here that can power through stressful situations, which is important in the high traffic service industry. Thank you to the staff and manager here. 10/10 recommend and we will...

We are out of town and stopped here for lunch, waited 45 minutes for our food, never received a text message that it was ready. I went to the counter and asked if they could check on it. The employee asked me for every item I had ordered when he could not find my ticket. He then told me it would have to be remade, walked away, and left me standing up there for an additional 15 minutes. When another employee, who I am assuming was the manager, asked me what I was waiting on, I told her the whole order. She said “oh okay!” and walked away. When she came back about 10 minutes later I just asked for a refund. She had given me some coupons for free shakes and fries. I understand it gets very busy but the wait was a little ridiculous, and the employees seemed like they could not operate the POS system to pull up an order? I had to repeat my whole order twice and check the price myself on my bank app to ensure the refund was accurate. Just really complicated for no reason. No idea if the food was any good since we...