Shake Shack Oak Brook — Restaurant in Oak Brook

This place has really fallen hard over the years. If the mediocre food doesn't ruin it for you, the service definitely will.

I wanted to give this location one last chance so I came on a Sunday and it was moderately busy. Ten minutes later our food came out and while the person I was with had a decently cooked juicy patty, mine was an overly charred and dry hockey puck. Definitely not the quality I would expect with their prices. I went to the pickup window and asked if that was how the burgers were now meant to be served. I was directed to a manager who responded as if she weren't sure. That was kind of an odd response from a manager. Either that's how they're supposed to look or not. But she said that she would get another one sent out to me so that was fine. I waited about ten more minutes when I saw a single burger handed off by the manager to a food runner and she pointed vaguely in my direction. I thought this was my burger, but the runner went right past me onto the patio, so I figured that burger was for another customer.

I waited about fifteen more minutes before going back to the pickup window to ask the manager if my burger was ever going to come out. She got a little defensive with me saying that the burger had already been brought out to me. Again, not the response I should be getting from a manager. It turns out that single burger that ended up going to the patio was meant to be for me. The food runner brought it to the wrong table and whoever was sitting there figured it was complimentary burger day at Shake Shack. Why aren't there table numbers? You're telling me the system for running food is to just point ambiguously?

I basically sat at a burger place for forty minutes with no burger. What was the manager's solution? Refund the money for the burger that never came to me. Yeah, thanks a lot. Just comp the whole meal, lady! You're the one who screwed up. To her credit, she did give me a burger to go, but I had to drive back to Chicago and stop at another place along the way. There was no way I would be able to eat it at a decent temperature, and I couldn't eat it while I drove, so I ended up just giving it to a homeless person.

No quality control, no structure and no management skills. This place is...

I was at this location on October 4th 2023, now all orders are placed via computer done by yourself and then you grab a number and wait. Well I placed my order , got my number and then it began from there . I just decided to stand right by the counter so I can watch them make the food. There was one female manager and one female making bags for future orders and then there was a male who was putting the black gloves on but prior to doing so he wiped his nose on his hand , I stopped him in his steps went right up to the manager and asked her to have him wash his hands and get new gloves . All she said was ok. Then the other girl went to wash her hands on but she had a mask on , so she didn’t rub her face. Then what I find disturbing is all I got was a ok, and a sorry from the young lady not the manager. No customer should see that and that makes one wonder what these employees do when people like me are not observant as I am . My order was $ 38.96 , not like I was just getting fries. But what else I find alarming is we’re all grabbing those numbers and when your order is ready the person that packed your order has gloves on that go look for you , hand you your order and then grab that number stand that endless customers touched and immediately go back and make your food with the gloves that touched that number stand . Talking about cross contamination from that to food , if a customer may have not washed their hands and then that employee touches that and goes makes our food with the same gloves. Very eye opening and disgusting at the same time. Please watch at all times while your food is being prepared and if you see something say something, but I hope you get more than just a sorry from a young employee not the manager. I would have been on top of that if I was the manager. But that wasn’t the case there . Very sad...

Shake shack is a true fast food fan favorite and great seatings for a date night or family outing even a friend get together. Coming inside ,it was so packed. The place is very clean and condiments and utensils were stocked and beverage fountain was spotless. Tables spotless. The place is horrendously cold even someone who loves the A/C in establishments during summer heats this place over does it. Bring a hoodie or sweater. It’s so hard to enjoy hot food that got cold fast because of how cold it was inside and that really takes away from the flavor of the food and experience. The food presentation was almost right on spot but the shakes tasted like they had been sitting for 20 minutes before bringing them out and even the whip cream was melted. 7$ per shake and it wasn’t cold considering the room temperature not great. The flavor besides it being cold was nicely seasoned and garnished. Wrapped nicely but the sides the cheese bacon fries are nice but nothing that wows. The fries need something extra little seasoning. The fried pickles breading was not that great it fell apart a lot so it wasn’t a great bite. The sides are meant to tie the meal and it didn’t give that extra wow factor. When you come in there is only one cashier and 3 or 4 computers to order your food. I absolutely hate the no human experience you can’t even ask the computer how you want the burger cooked there is no option for it so that’s not great and Im personally not a fan of little pink inside my burger. Other than that this place gives a welcoming vibe very upbeat but lacks low playing music to elevate the room. Giving it a 3 bc the cold really stole the experience of hot fresh food. The food came out 30 minutes and wasn’t that hot. The new banana pudding shake doesn’t taste like banana pudding so...