Shake Shack Grand Central Terminal — Restaurant in New York

What an absolute disgrace. I frequent this location weekly and will no longer be doing so. To illustrate how the staff treat their customers, I’ll tell my story. I placed a mobile order at around 4:30 for 5 pm. I received no notification of my order being ready, which led me to go to the pickup window to ask about my order. I asked someone about a mobile order and then was ignored. I asked a second person who said “it’s not ready yet” and did not even make an attempt to look for it. I asked a third person several minutes later, who somehow found it waiting 10 minutes after my pick up time. I asked for it to be refried as the burger was most likely cold, to which the employee obliged with a look of disgust, as if they were personally inconvenienced. I was going to let this whole situation go until I saw a cook bring my order to the window, make eye contact with me, and then disgustedly throw down the order as if it was a piece of trash. When I angrily brought this up to an employee, he began shouting at me to have a nice day and that my day would get better. I have never been treated like this in any establishment, let alone one I frequent on a weekly basis. The worst part is that they weren’t even busy! The staff consistently ignores those with mobile orders and then acts with disgust as if they are being personally inconvenienced for doing their job. It is astounding how unprofessional the staff were. I understand that customer relations is not easy, but for them to a) not acknowledge that they sre wrong b) treat a customer as if they are an inconvenience c) make comments to their coworkers as if I could not see and hear them is truly astounding. I will no longer be going to this location and do not recommend anyone to go here to eat. There are many other shake shack locations that actually care about their customers rather than care about when they are clocking out. Truly a disgrace, and honestly, each and every person who works at this location should be ashamed...

Sunday, 12pm.

Lined up and waited about 10 minutes on line to order and another 10 minutes for the food to come out. Ordered two hamburgers with everything, half and half shake, and fries.

Food was coming out smoothly from the kitchen until it stopped at one point. It got me worried that something was wrong and I would have to wait longer..but my buzzer rumbled and my ass was shaking (since I left it in my back pocket) and it was time to pick up my order.

Sat down and chomped into my hamburger. The meat patty was pretty thin and a bit overcooked, but I was so hungry I didn't really care at that point.

When I was eating the burger, I was thinking to myself this must be the worst Shake Shack out of all of them in the city (Battery Park being my favorite location) since the burger didn't taste up to par to what I've been used to at other locations in the city. I really wished they kept the crinkle fries, but they are now thin hand-cut fries which wasn't too bad. Shake was thick and creamy.

The person handling and managing the line came over to my table and asked if everything was okay, I replied saying that the patty was over cooked. He immediately asked what I ordered and if I want another fresh one since the one I have was not perfect. I accepted his offered and the new fresh burger was brought to my table within 10 minutes.

New burger that was brought out tasted much better and it had some thickness to the meat patty and cooked medium well, perfect.

SERVICE WAS AWESOME and everyone was very friendly. I can imagine this location will be the busiest out of any location in the nation since it's right in the middle of Grand Central Terminal. So if you have a train to catch in less than 20 minutes, I would not order from here. I did witness a group who had to catch a train and by the time they were waiting for their order, they had to cancel and ask for a refund because of their...

Who doesn't love Shake Shack and this is one of the better locations simply because the lines aren't as long here, they move fast and with smaller wait times who's complaining not to mention the staff appears to exemplify professional courtesy here at all times with a smile.

So as you already know shake shack has some of the most fantastically juicy and tasty burgers of which I actually have two number 1 favorites here, I like everything as a double so no single burgers for me or the family and see below.

Shack Stack - Cheeseburger and a 'Shroom Burger topped with lettuce, tomato, ShackSauce this is such a juicy, cheesy and thick burger full on flavor grease and fat and I love it!

SmokeShack - Cheeseburger topped with all-natural applewood smoked bacon, chopped cherry pepper, ShackSauce - It's the chopped Cherry Peppers that makes this burger that much more better for me due to the hot and spicy levels.

The rest of the family likes the Smoke shack minus the peppers.

We gave the chicken shack a try and thought we would just stick to the burgers.

We don't do fries or drinks here simply because we take our burgers to go and fries don't hold up well during the travels so I can only speak to the burgers which we've been eating since Shake Shake opened its door here in the Metropolitan area many years ago.

There is plenty of seating located throughout the Grand Central Food courts so finding a seat to eat your burger n fries shouldn't be...