Shake Shack Meatpacking District — Restaurant in New York

Today was my first time going to this Shake Shack location since it’s right next to my job. I went on my break, which was only 30 minutes to grab a quick meal. I ordered a Smoke Shack burger with cheese fries, and a bottle of water. I waited for my meal which didn’t take too long only to notice that my fries didn’t come with cheese. So I asked who I can assume is the manager if they could get me some cheese because I ordered that. They looked at my receipt and said that I didn’t order cheese. So I asked them if they could give me a cup on the side. They go to the back to give me a cup of cheese. I honestly just assumed that they were going to give it to me, but brought it to the register and made one of the employees ring me up for a dollar cup of cheese, which should’ve already been on my meal because that’s what I asked for. I’m not gonna lie. I was pretty annoyed that they went out of their way to ring me up for a dollar cup of cheese that he could’ve just given me for the inconvenience. Instead of looking at me like I was lying for a cup of cheese. I take my cheese and I rush back to work to eat my lunch only to see that I had a regular cheeseburger and not the Smoke Shack burger. I’m not gonna lie I was pissed. Not only did I pay over $15 for a meal but I paid that amount of money for my order to be wrong and my break was over so I had no time to do an exchange and just had to eat it. If I’m going to pay almost $10 for a burger, I expect my order to be correct and just from this one incident alone of how things were handled I definitely will not be going to this...

Got an order that was slightly wrong and didnt complain about it. Had leaf wrapping instead if buns. 10% of me eating that order the employee came up and told me “they had an order for me” and I was like okay weird because this one was for me. Then they pointed that the order I had was wrong and the one they had for me was mine. I had to decipher because they were not confident in telling me they made a mistake. They were alluding I picked up the wrong order of someone else. Once I deciphered this they told me they had to take the wrong order and trash it. Not allowing me to keep it. Saw them throw away the perfectly okay order which was forced out of me in front of my sight even though I had said I was okay with keeping it. They also did this infront of a group of friends I came with and everyone saw the terrible service. Who just wastes food like that and also has terrible service? Complained to Shake Shack corporate and got 15 dollars redeemable...

I’ve been a longtime fan of Shake Shack and have been so willing to overlook some pretty significant hiccups in service and food quality over the years because i always felt like the team was at least trying to do the best they could. The experience at the Meatpacking district location was a colossal let down. It felt like a concerted effort to do a bad job. After waiting 30 min for two shack burgers, my wife and I were made to feel like we were in the wrong for asking where our order was. The restaurant felt like maybe things had gone off the rails. Seven members(!) of team sat around in the front of house while dozens of people waited for food that came cold and late. Literally no one said “sorry this happened, how can we do better?” Instead, more folks than just me got jerked around. I used to LOVE this restaurant and now I think I just have to avoid the...