Shake Shack 630 Lexington Ave - 54th & Lex — Restaurant in New York

I went in on Thursday, Jan. 5, 2024, because I really, really, really wanted a Shake Shack burger. I walked in around 6:30 p.m. They have the electronic kiosks for ordering. So I tried that. Whoever designed these things has no understanding of fundamentals. The screen options should never confuse the customer. I should be able to order and -- most importantly -- get to the "Pay Now" part of the transaction without having to puzzle over the screen's contents ("OH! This tiny window at the bottom.")

I finally gave up because I couldn't figure out how to get to the part where I could pay. I went up to the counter. And I was ignored. Nine people behind the counter, and not one of them engaged with me. After about 45 seconds of standing there, waiting, you know, to be acknowledged as a customer who might want to -- I know, crazy idea -- pay them money for some food, I left.

I finished the other tasks I had and swung back in around 10:30 p.m. This time there were three people behind the counter. One woman was loading ketchup packets into a bin like it was the only thing in her life. One guy was sweeping up the floor. The third person finished filling an order and then, because apparently I was invisible, ignored me, as did the other two.

I give up. Can someone explain the new capitalism to me? Do I go in screaming like a banshee? Do I climb over the counter and assemble the order myself? Should I bring my own desk bell and ring it peremptorily until I finally get...

Recently, I visited a Shake Shack that was new to me! It was the one on Lexington Avenue, which I went to after a lunchtime church service — at Saint Bart’s Episcopal Church, on Park Avenue. It was a short walk over there, so I was able to feed both my spirit and body, on one relatively brief outing! Nice! : ) I ordered the typical items that my spouse and I have come to love: a ShackBurger (Double), a Veggie Shack (their relatively new vegan offering is excellent), and fries. Sometimes, we throw in a milkshake or two…on my recent to-go visit, we did not. With that said, the service was quite efficient, even though they were clearly experiencing both a lunchtime and Christmas Eve rush. I wish that the person who took my order at the counter would have smiled - their energy was very business-like, though maybe they smile more when it’s less crowded and intense. The food was delicious, and met my/our expectations; and the cheerful holiday decorations exceeded all expectations! : ) Overall, it’s a lovely and spacious ShakeShack location, which came through — even with so many people onsite, during this recent visit. If you are feeling hungry after work or, hey, church, then I suggest giving it a try!...

First, they couldn't find our online order. Then the server walked away for about 15 minutes and when asked if he found the order, he said food is being made. After 10 minutes, we asked another server what is going on, he checked and the food was not being prepared, so he ordered the food. Not one person apologized. When the food finally came out, I asked for the manager, who was pleasant and apologized, but I didn't see him the whole time I was there. When I pointed out the disrespectful and incompetent employee, the manager didn't even ask the employee what happened. It by far was the worst experience I had in a restaurant. Too bad because I do like the food. But, I won't go back to a place where employees are unacceptablely trained for what other things they might do wrong. I never wrote such a bad and long review in the past, but I felt obligationed to point this out so that others may be...