Shake Shack Midtown Village - 12th & Chestnut — Restaurant in Philadelphia

Let's start at the beginning. This was my first visit to a Shake Shack, so I didn't know what to expect. I walked in and there is a row of self-serve ordering kiosks. Ok, I guess that's how they do things, which is fine. But when the kiosk asks if I want to leave a tip? For who? Me? So far I'm the only person who has done any work for my order! So I place my order and grab my table number and go sit down to wait for my food to be brought out. Because that's why I have a table number right? So I sit and wait for exactly 20 minutes before I finally walk up to the counter to see where my food is. Welp, there it is. Apparently the food-deliverer guy who was just standing around had tried to find me in the small dining area and somehow couldn't see my table number prominently sitting at the edge of my table. Fortunately, somebody (I'm presuming a manager of sorts) who had been standing around chatting with aforementioned food-deliverer-employee, offered to have a fresh meal made for me. I declined, because I couldn't wait another 20 minutes, but he assured me it would be ready faster. So I waited there at the counter where I could see all of the employees behind the counter. Now, before I write this next part, let me assure you I don't care what color people are - I've spent enough time travelling to and living in other cultures. But here's what I noticed: Everybody working in that restaurant was black. Again, I have absolutely no problem with that. And they were wearing Shake Shack uniforms that had some sort of black lives messaging on it. And, unfortunately, a part of me thinks that I was not served because of my skin color. I also noticed that the white couple sitting next to me also had to go up to get their food because it was never brough to their table. I don't know. I hope I'm wrong. But I do know that I am never going back to a...

I waited very long for my order, which is fine because there was a large group of children in the store. When I finally got my food, I sat down to eat and there was an unidentifiable piece of food on top of my burger that clearly had mold on it. I brought my food and the debris to the register expecting to speak to a manager. Two different employees approached me and one suggested that it was a piece of fried onion, when it was clearly not. The second employee took the debris from me and walked away without saying anything. After waiting for a few minutes I had to ask what was going on and where the manager was. The manager then approached me and said that my order was being remade, I asked how was I supposed to know when no one said anything to me especially himself as the manager. He was very cavalier and just shrugged his shoulders and said “oh my bad”. After waiting another few minutes I said I would just like a refund because I had to be back to work. I then noticed what looked like my burger in the window, I said I would take it if it was ready. The manager gave me the burger and some new fries which was very nice but the cavalier attitude of himself and his staff makes me never want to go to this Shake Shack location again which is very disappointing because I spent nearly $30. I never received any apology from the manager or an explanation of what was on my food and how it got there which concerns me for the sanitation and cleanliness of this location. Do not eat at Shack Shake on...

I went to Shake Shack when it was still a shack in NYC, and many others since. Boy how things have changed. First of all, the burger was not smashed properly. If the edges of the patty isn’t crispy, then the essence of this kind of burger is lost. Secondly, I ordered a SmokeShack, which is supposed to contain bacon, and cherry peppers. When I got mine, it didn’t come with it, and unfortunately because of my hunger I ate 70% of the burger before I realized. When I brought it back to the counter, the first thing the staff asked me was “how could you eat so much of it and not realize?” Then subsequently said “No refunds, can only provide the sides that were missing.” I wasn’t happy and then was tossed around to two other staff for questioning before the manager came and rudely asked me “so what do you want”. I said I wanted another SmokeShack because I didn’t get what I paid for. She showed such disdain for me I asked “are you insinuating that I’m lying??”She rolled her eyes and walked away without as much an apology, and instructed her staff to finally, after 10 mins of questioning, to make me one. Hugely disappointed in the franchise and how they train their staff and chefs. I’d never get this at Chick-fil-a. Not gonna give this business another dime of my money for the humiliation...