Shake Shack The Falls — Restaurant in Palmetto Bay

We've passed by Shake Shack so many times and every time we pass by I always say we should try this place. Well today we made a point of trying it out. Plenty of seating, the kiosk for ordering was user friendly and they have lots of choice for eating (burger, chicken, hot dog and mushroom) and the restaurant is as clean. I ordered the bacon cheese burger and a side of fries. The food is made as you order it so that's a big plus. When the burger got to the table I was disappointed. It's seemed so much smaller than the picture and the presentation was subpar. However the burger did taste good and the bacon was cooked perfectly (crispy but still a little chewy). The fries were standard. The sever who brought us our food (Sabrina) was very pleasant and the manager seemed to be a very sweet and accommodating person. The greeter was polite and willing to answer any questions I had. The atmosphere was pleasant. Too bad that burger looked like...

We are not much of fast food people but wanted to know what’s all the fuzz was about. We placed our order with a young lady probably in her 30s didn’t get her name. Asked for our name we said David and asked how do you spell that? 😳

There was a wait food is cooked fresh when ordered. Great customer service they bring food to your table, that’s a plus! I had the Avocado Bacon Chicken which was delicious and my fiancé had the Shakburger with fries, he enjoyed that as well. The burgers are served in a paper bag it is very convenient as they can be messy, the bag keeps your hands clean!

The food is good for casual dining but it is pricey. Surprisingly they do not have fountain drinks. I asked for a cup of water…they do have water but no ice or straws, had to ask for one from the kitchen. What’s up with that?

I think they need some improvements in some areas including hiring people with common sense. We will be back when...

So this started out bad. Somehow my order got misplaced and I had to wait 30 minutes for my burger. The staff was trying to figure out what happened. The manager got involved and was apologetic, she found my order and gave it to me. She said she was going to refund my money as well. I got my food but was hungry so I didn’t wait around for my refund. She found me in the lobby and brought it to me. I really wasn’t concerned about it. Mistakes happen. Sh asked if everything was good and if it was hot. It wasn’t piping hot but it was satisfactory but I mentioned it wasn’t “that hot”. She offered to make another and I said, no they already did. A couple of minutes later a piping hot burger came anyway. She went over the top to insure I was happy and would come back. A rarity here in Miami that you get this level of customer service. Thank You. I will be telling this...