Shake Shack Battery Park City — Restaurant in New York

Do NOT eat here. The service is horrendous and they are SERIOUSLY unsanitary. My daughter and I stopped by to get a root beer float. We were met by three cashiers who were trying to work out an issue with a register and told us to wait. Clearly, one of them could have slided over to the second register to help us, but that seemed like too much for them and we waited for 5 minutes. Once they took the order, it was another 5-minute wait for them to make the drink. Then the lady who made the root beer float seemed puzzled because the foam kept overflowing. She let it sit for several more minutes, but it kept overflowing. So she decided to wipe the foam off the top of the cup with her HAND. She kept wiping and wiping until it stopped overflowing. Now, you would know if you ever visited Shack that employees obviously wear gloves. But if you observe carefully, the same employees handle food, cashier (meaning grabbing cash & credit cards), and sometimes cleaning leftover food/garbage while keeping the same gloves on. In any case, to wipe off an overflowing drink with one's hand is truly disgusting and unsanitary - especially in these post pandemic days. Then she took off and we are thinking she'll make us a new one. Wrong. The drink sits there for five more minutes, and a different employee calls out our name to give us the drink. At that point, we've had enough and told them we wanted a refund explaining what we just observed. No apologies. No offer to make a new one. They just processed the refund and we were sent off. That was our 15 minutes at Shack.

This is our neighborhood location and used to be one of the best Shacks in the City. Now (post-pandemic), it always feels dirty and chaotic with employees either overwhelmed or plain indifferent. I understand this is a problem that is not unique to Shake due to the ongoing labor shortage. But long gone are days where you could tell this was a place that was founded by Danny Meyer. Nowadays, it really feels like a cheap, low-quality burger joint that is...

DO NOT RECOMMEND THIS PLACE. SPEND YOUR MONEY ELSEWHERE. PLEASE SEE STORY BELOW.

The cashier person attending to me seemed uninterested in assisting me. I asked her is she was ok and she became confrontational. I tried to explain that she seemed uninterested in taking my order. After about 2 minutes, she went to the back and grabbed what I assumed was a supervisor(not upon my request). My complaint now isn't with the cashier, rather how the supervisor handled the situation. I never wanted to complain about the service to begin with but after experiencing how the supervisor handled the situation I will complain. The supervisor, a young lady with dark hair who's name I didn't get, allowed the employee to stand approximately 10 feet from me. I informed the supervisor that the employee was standing there looking directly at me while laughing with other employees about the situation that occurred between us. At one point she was allow to stand there with 2 employees, looking and laughing at me. After paying for my food, I felt uncomfortable. These could've been the employees handling my food in the back. I asked the supervisor for my money back which she complied. I have been going to this particular establishment on many occasions since it opened a couple of months ago. I unfortunately will not be visiting this or any other locations ever again. I don't want any type of compensation or apologies of any kind. I only ask that you do a better job at making sure your supervisory staff is trained to handle altercations more efficiently. Wish your establishment...

So to start this off I need to give a little background. My family and I were visiting New York from Maryland on a trip to see some things around the city. We were in a hurry to get some food quick due to our bus departure being in the next 25 minutes and our uber driver was also coming in the next few minutes. The next issue was that my partner has celiac disease and so it was vital that the food was gluten free. I spoke with a man named Uzi and to say he was helpful and beyond amazing is an understatement. I’m writing this a few weeks later than wanted but his actions have stuck with me to this day. Uzi went above and beyond to ensure my partners meal was handled with care and that all workers changed gloves, a separate bag was given to carry the burger and that both my order and my families order was rushed because we informed him of the situation. Thanks to Uzi we were able to have a nice meal without worry of gluten contamination and were able to get the bus. Uzi deserves and should be recognized for this as to me he truly did everything in his power to make everything work and work it did thanks to him. If I ever go back to New York I would visit this shake shack just to say thank you to him. He showed what everyone should aspire to be and he is someone to look up to in times of need. I truly hope he is able to see this message and that he gets the recognition he...