Shake Shack Canal Place — Restaurant in New Orleans

Placed order at kiosk, which directed you to enter your cell phone #, and indicated that you would receive a text once food was ready. Restaurant was busy, so my family and I walked a few blocks to explore this unfamiliar city. Over 30 minutes passed, no text was received and it was getting close to closing time so decided we better walk back as the closing time dictated that our food would need to be done any moment. We get back in to the restaurant to find that our food had been done for close to 30 minutes. Food was cold and shakes were melted. I asked the woman at the counter why we didn't get the text, she shrugged her shoulders in a "I dunno, nor do I care" sort of way. I told her the food was cold and the shakes were melted, and asked her if they could remake the order. She rolled her eyes and acted oh so bothered by the fact that I didn't intend on my $50 meal being cold and unsatisfactory. Really rubbed me the wrong way. I steamed for a few minutes and ended up asking to speak with the manager, because the demeanor of the counter girl irritated me like having chafed thighs on a hot July evening...manager came over and told me they were remaking the food at that moment. I told her I understood that, yet I was actually talking to her because of the attitude of the counter staff, due to their own system failing. She again told me they were remaking my food...the total lack of appropriate customer service on behalf of her counter staff seemed to be lost on her. Whatever...first & last Shake Shack experience for me I guess.

Only reason for 2 stars is that the food was admittedly pretty darn good, once it was fresh and hot. Shame to lose a potential repeat customer because your people lack basic people skills that should be standard in any forward facing employee who deals with customers.

Updated to 4 stars as Shake Shack corporate went out of their way to make things right with us. We'll definitely give Shake Shack another try. As previously indicated, the food was great. It was just a poor experience with an employee at the downtown New Orleans location. Probably caught her at...

Food:

Ordered the Shake Shack burger, cheese fries and the Orange Creamsicle to drink

All were consistent with in terms of quality, taste and temperature as I've had before

Note that portions are on the smaller side

The food is on par with similar establishment in terms of price

Like many places, prices are continuing to rise while portion sizes appear to be continuously shrinking

Atmosphere:

The music was incredibly loud, the decor included a lot of metal furnishings i.e. the booth benches

It's definitely not an atmosphere that's conducive to conversation or a quiet, relaxing meal (not that I expect that from a chain burger establishment)

Service:

In one word: bad.

I placed my order using one of the available kiosks

I waited at my table for 18 minutes before approaching the counter to inquire why it was taking so long

It turns out, my order was never made

The team member who served me apologized but never offered an explanation as to why my order was missed

If ordered placed through the kiosk are not getting made, there's clearly a problem

For that alone, I would not return to...

This place has a different setup where you order and pay at a Kiosk and then wait for a text to pick up your order. There was only 3 people waiting but it took 20 minutes before I got my text. I went up but my food wasn't even ready, took another 5 minutes.

I ordered the chicken bites, the smoke shack burger, crinkly fries and a lemonade. The Lemonade tasted really watered down, almost like an iced tea. The crinkly fries tasted the same as the ones you buy from the frozen food section at the super market. The smoke shack burger was bland. The only flavor I got from it was from the chopped cherry peppers and it wasn't a good flavor. The chicken bites were the only decent thing to eat but then you realize you paid 5 bucks for 5 quarter size pieces of chicken. Everything was overpriced.

They need to be faster and more efficient with their ordering process or actually have a humans communicate with customers so we all don't just stand around not knowing what is going...