Shake Shack — Restaurant in New York

My husband and I have ordered 2 regular lemonades, 2 shack burgers, and a side of fries. When we started eating, we realized there were no tomatoes on the sandwiches. I politely went back and told the lady at the desk. Surprisingly, the answer was: "we have no tomatoes". I said it was wrong because I had bought a sandwich with tomatoes and nobody told me that the ingredient was missing. She started being aggressive and told me there was nothing she could do about it, they were about to close and the tomatoes were over. At that point, all the other employees joined her and started yelling and being aggressive toward us. I told them I had paid for a sandwich with tomatoes and wanted my money back. That is when she gave us an incredible answer: YOU DID NOT PAY FOR THE TOMATOES, YOU HAVE PAID FOR THE BURGER (??????). They said aggressively that if we really wanted tomatoes, she could go to the other store (far away at the airport) to get some. Of course, we refused that terrible idea. We were shocked with this attitude and asked them for their names. They refused to show their badges and to tell their names and even asked what were OUR NAMES. One of them told us her name was Ashly (but we can't really know if it is true). One of the ladies was so aggressive that her colleague had to hold her. We gave up and went away very angry and upset. 5 minutes later, an old man came to our table and said he had witnessed everything and that he was shocked about the ladies' behavior. We have never witnessed something like that and we have never been so mistreated in a restaurant. We were very surprised about the lack of customer service. They should have stopped selling the sandwich if there were no appropriate ingredients OR should have informed us before we order. They did none of this. We have paid for something we did not receive and they tried to make us look wrong for it....

I’m honestly appalled. And I don’t want to be because I love shake shack especially in New York one of the only fine fast food’s with solid gluten free options, but not here not in this one. Not just for the fact that not only did it not specify that it didn’t have gluten free buns as per usual but you find out after ordering. Staff is unorganized badly managed in my opinion and with a bit of attitude and carelessness. Giving out wrong orders to wrong people than acting like it’s other customers fault after confirming their name. And listen I get that it’s not a fun job so I guess change it or change the way you work. I could keep going for hours.. Salad wrap wasn’t wrapped on the burger but given out as a crumpled mess all together, in a French fries’s box with no napkins I don’t know how they expect gluten free people to eat it with no forks I felt like I was eating like an animal but I don’t like being starved or wasting food and money. Not to mention I had to wait almost 20/30 min for a single salad wrap avocado burger with pickles, not even a side order of fries. Avoid this place not only if your gluten free but even if your not. One of the worst things I saw was them grabbing French fry box’s with their dirty glove palms directly on the top of the fries almost squeezing them it was just shocking in my opinion. I hate to put this stain on shake shack because again I love regular shake shack restaurants but I had to write this terribly review in a hurry before my flight leaves and I still feel like I’m leaving things. To be fair I will write a 5 star review for the shack shack on 50th street in Manhattan so I’m not a hater just disappointed. Not to self and other people don’t order shake shack from airports one of the worst experiences especially if...

I typically don’t leave reviews, and I consider myself a pretty patient person—but my experience this morning was one of the worst I’ve had at any restaurant. I walked in knowing I wanted a lettuce wrap, and since that option wasn’t available on the order tablet, I waited for an employee to assist me. Several employees in the back made eye contact with me but continued working without acknowledging me. Eventually, I had to call someone over. One employee finally approached the counter—but not before rolling her eyes at me.

Even then, I remained understanding. It’s early, and I get that working morning shifts can be tough. I placed my order and waited… and waited. Twenty minutes later, my food was finally ready. I had clearly asked for no cheese because I’m lactose intolerant. When I received my food, it was cold, messy, and the lettuce wrap looked like it had cheese on it. I politely asked the same employee to confirm if it was cheese, and instead of a respectful answer, she snatched the burger from me and yelled that it was the sauce. She then looked at another employee and gave a dramatic eye roll.

At that point, I didn’t even want to eat the food. I love Shake Shack, and usually have great experiences at other locations, but this level of disrespect and poor customer service was beyond disappointing. No one deserves to be treated that way—especially when simply asking about an allergen. I hope management sees this and takes it seriously. Respect and kindness go a long way, especially in the...