Shake Shack Astor Place — Restaurant in New York

16 min for a burger?

Come on Danny, your team here is disappointing at best.

4:47pm I ordered a double with no sauce no tomato with pickles and bacon and a concrete.

4:56pm I got an alert that it was almost ready. A minute or two later I noticed my burger placed under the heat lamp. It wasn’t even ready when I was alerted. I believe the staff just completes the ticket on the screen under 10 minutes so they don’t get yelled at or for some quantitative performance metric that you think is giving you real data when it isn’t because they are lying against the system.

5:00pm my burger and drink cup are placed on the tray for dine in and I’m still waiting for the concrete.

Side note: I don’t use straws, which you can only get at the register, they’re available in a bin but you give one to each customer anyways. You should offer it but not give it unless requested. The girl at the register doesn’t take orders (its all done on a screen) nearby) and with how slow everything is there’s time to ask each guest. She was incredibly bored.

5:03pm I get my compete order.

Taste and quality is what gives you a 2 star rating. Space was relatively clean. It came as ordered.

However, staff is constantly trying to take things from you to get you to leave. Rude.

Someone also came in, immediately collected a water cup and got grape (?) soda and began drinking it. I thought they were stealing and about to leave but they went behind me to an employee area and disappeared. Being in street clothes gave the wrong impression and the experience was taken away because I thought he might do worse.

It felt like a TERRIBLY slow McDonalds. Much faster at JFK. Worst Shake Shack location I’ve ever experienced. I’ve been a fan since your first location and have had it in 4 countries and 5 cities but...

This particular location is a lil too laid back . Perhaps a lil more professionalism amongst the staff . Or maybe that's just how it is at the end of the night. Food is typically on point though (delicious).

(UPDATE) maybe the staff saw this and didn't like what i said. But now I'm just gonna say if they had any real supervision, they'd mostly all be fired, including a patronizing and dismissive "manager". My last experience in this particular location is just that "my last experience in that location". i will never eat there again. Not sure why you'd ever serve your customers dissected bacon cheese fries in loosely pack condiment containers (practically tossing it at me as she tried to look away as if...). That's not even how I've gotten it anywhere else and i've been to several. Explaining that i wasn't there to cause a problem, i was just trying to get ordered correct. It appeared to me that the female employee (who handled my food) must've thought i complained about my wrong order to someone else. I simply said to the gentleman that i ordered bacon cheese fries and received a regular fry. She comes over with her passive aggressive toss of 2 containers into my hand, bacon dumped at me because she didn't close the lid. How careless and unprofessional was she for doing that, i thought. Calling the manager over to address what had happened. She wouldn't come up front at first until i demanded a 3rd time. Approaching with fake sincerity and shock to see the bacon toss on the counter and then changed it up with an attitude when i first asked why the fries are being served dissected? They look nothing as advertised. Not to mention, the food just sat there already made. Not Fresh. the fries and chicken were cold. My worse experience ever at a...

First of all, I go to this location all the time and have never had this issue before. I made my order at the kiosk and waited for my order like I normally do. I got the text telling me that my order was ready and I gave it a few minutes for the server to call my name out. During this time I saw him put a bag on the counter, look at the name as if confused and just walk away doing other things. He walked back and looked at the receipt and still didn't call a name out. By this time, knowing that I have a unique name and he might be struggling with it, I approach the counter, but due to the crowd of people, I got a different employee's attention. I told her I had been waiting a while and she says, "Please, wait for your name to be called out." To which I replied, "I think my order is already ready," but she ignored me. I got the attention of another employee and asked him to please check the name on the unclaimed bag, which had been sitting on the counter for a good few minutes by now, and sure enough it was mine. It created a bad experience for me, because even if you don't know how to say my name, at least make an attempt to say it in some way, considering that's how you call your orders out. I've had my name all my life and I've heard it mispronounced every way possible. You're not going to surprise me by saying it in some new way, trust me. I didn't have time to wait for a fresh order, because I was on my hour break from work and ended up having to eat my...