Shake Shack University City — Restaurant in Philadelphia

All we wanted is to get some good burger and a friendly staff but instead we got two butter soaked buns and half burned burgers!! When we placed the order the guy who took out order didn’t even asked if we want it on a tray or to go he just assumed IT WAS TO GO! Also we paid for 4 shack sauces and they gave us only two! When we asked from them to put it on a tray the girl that was handing it out made a mad face and gave us only one tray when we asked for another one she was mad but didn’t say a thing just another unpleasant face. Then we asked for two more shack sauces since we paid for 4 but got only two then the guy that took our order brought three and tossed them on our tray. This is so disrespectful behavior we will never return again! Not to mention that the ketchup and water area looked neglected and they didn’t fill anything over there! If I could put ZERO StARS I would have but it didn’t let me do the review like that!

Also added a picture of the burger that was half smushed that’s not the way to serve a burger!

Also when we wanted to order we waited politely by the register to order and no one approached us so I asked them if we can order from one of the staff members and they said order from the kiosk! I replied and said I need to pay cash so the guy that took out order didn’t a face and was annoyed by it and “did us a favor” and took our order..

AGAIN THIS IS NOT A RESPECTFUL WAY TO TREAT CUSTOMERS!

Definitely...

While the place did look nice, the food and service weren't the best. I only ordered an Avocado Bacon Chicken with no pickles and sauce on the side, and they had messed up my order 3 times in a row. First, there was extra sauce, then they forgot to put the avocado and bacon on my burger, and then they gave me extra pickles. The sandwich actually tasted pretty good even though I really dislike the taste of pickle juice, but the worst part was probably the service. The girl in front definitely isn't fit for her role. Barely spoke up, stared at you in silence, didn't bother to greet you, and couldn't call out names loud enough for people to properly hear despite the small waiting area. Even when I was asking her to repeat herself and was very obviously leaning in to hear her, she didn't make an effort to move closer or speak louder. Later on, I was asking her for some ketchup, and I must've taken too long to speak because she just walked away from the front when I was mid-sentence? I should've just ordered at the kiosk. The man in charge of organizing orders behind her was much better, and he apologized in her stead for everything in a voice that was above a whisper. He was the saving grace of that entire experience. Depending on my mood, I might be back just for the food and calmer upper floor dining area, but I definitely expected better for my first...

Ordered onsite - the lady taking my order was awesome. Due to Covid, had to wait outside and got a text confirming my order. Was told to wait about 15-20 min for another text that’ll let me know when to pick up. Seating outside is nice and there is plenty. After a while, I noticed the few people that ordered after me started to get their food. After 30 min, I went up and asked for an update. The workers were confused and looked at each other, then went to the order screen to find my order. Although the place was fully staffed (about 10 staff) and the volume was okay, they never made my order? Was asked to wait since they missed my order - no sincere apologies, just “wait two more minutes while they make your order.” It was about 30/40 min since I ordered - I was starving and alone. No bathroom either, closed due to Covid. I said no and asked for a refund. The manager came up apologized and asked to wait. I insisted a refund instead. Bad experience

Update: I edited my review since I was contacted by the hospitality team at Shake Shack. Besides apologizing they a rebate for my next order. My subsequent order weeks later was at the Rittenhouse location. Everything was great. Prefer staff at this location more than...