M Shack Nocatee — Restaurant in Nocatee

My husband and I have dined here and have always LOVED M Shack but we came last night with our family and it was a HORRIBLE experience. We placed our order and decided to sit on the patio to enjoy the nice weather. The patio was completely empty and the restaurant just had a few people inside. Several families sat on the patio after us and they were being delivered their food and we still did not have our food after a 20 minute wait. My husband complained to the manager and they quickly brought our food out and it was all STONE COLD. I told the food delivery guy this was unacceptable to make us wait this long and then to give us cold food and to please re-make our food. He scoffed at me and took our food back and walked away. We then have to wait another 15 min for our food to come back out. Only this time our food order was not made to order and the food was AGAIN STONE COLD!! WTH?? I asked for the manager again, explained what happened and she just stared at me and said, "sorry." Didn't offer a refund, didn't offer to remake the food, nothing. I am fuming at this point. So, I then take a breath and explain to her that if she is going to manage a restaurant and she has a customer complain about a food order she should go back to the kitchen when the order is remade to ensure accuracy and proper temperature of the order and then deliver the food herself with a heartfelt apology to the customer. She then replied that she was too busy at the bar to handle our messed up order. Busy doing what? There were only two customers at the bar?? I was so frustrated, I asked for a refund and we left. As we were leaving, some of her "tween friends" must have been also dining in the restaurant and mouthed off to my family as we left. My family was so disgusted with this place that we definitely won't be returning for awhile. Really nice way to run your business M Shack....better get it together and hire someone that can run your place of business or your loyal customers aren't...

Penny the mgr and Mikayla were fabulous. Professional, kind, attentive. Although I am not certain on the reason we do these reviews. It has customers doing more "work" when they just want to eat and have a nice experience, good food, good value, which I did have here. I think that should be considered (the customer being put to "work.") Another case in point is, the last question asks about making recommendations for those that "apply." Those choices are parking, dietary restrictions, etc. I do not have anything further about these choices, yet I cannot post what I DID say without answering a question that I have nothing to speak of. Today, we have this AI stuff, computer programs and formats like this to respond to, which in this case (the additional items I mention), is not applicable, yet what I did say about my experience cannot be posted without saying something about the previous.

Just think about all the time it takes me, the customer to respond to all of this, which is the point...the customer just wants to eat and have a nice meal.. upper mgt needs to think about this. Think about yourselves where when out of work, you get your car serviced, whatever have you, then there's a review, then the website you try to give a review on, has glitches like what I described. It tires the customer and can make them leary of coming back, even though the food and service was great! This is bc they do not want to NOT give a review but bc it is do much to do. I hope you get the idea. Customers should simply thank and say nice things about the staff, not...

M Shack is a little confusing to me for a couple of reasons.... Are they going for an upscale fast food atmosphere or are they trying for a low priced gourmet brewpub vibe?

The burgers range from around $6.00 to $11.00 and I have tried and liked them just fine, nothing mind blowingly different here but they have been cooked to order and as described in the menu every time.

The appetizers are also reasonably priced and I have tried and enjoyed most of them. The side dishes are a little more expensive and are all ala carte.

And here is where I start to get confused; When priced all together a meal for two people that includes a shared appetizer, two burgers, two sides and a couple of sodas can run well over $30.00!! Add alcohol from the well stocked (tiny) bar and your easily in the $40.00 to $50.00 dollar range.

Not exactly what I want to pay for a quick lunch but maybe I would be willing to pay for a happy hour meal with some atmosphere and sports viewing (they do have several TVs) but here is where I feel they go even farther off track: Everything they serve comes on a small paper tray reminiscent of what you may have gotten a slice of pizza on in your 3rd grade cafeteria... And maybe it’s just me but they may have the most uncomfortable seats of any restaurant I have ever been in....

That being said my overall feelings on M Shack; the food is good but not great, reasonable, but by no means a bargain and an atmosphere that seems to be stuck somewhere between a 5 guys and a Red...