Shake Shack Kierland Commons — Restaurant in Phoenix

So my fiancé and I get to the kierland shake shack location at 8:20pm, 40 min before close, and we were one of two small groups in the whole store. We ordered to eat in, and after 20 mins when the food was done the young man working at the counter placed it in a to-go bag on the counter, looked me in the eyes from across the restaurant, said nothing, and turned back around to work. This was at around 8:40pm. Because it was in a To-go back and I had the number thing that the cashier gave me very much visible on our table, I assumed it wasn’t our order. The food sat there for 15 minutes on the counter until around 8:55 before we realized we should have gotten our food and it was about closing time, so I went up to check and the bag was indeed for us. They also put the cheese directly on the fries instead of in a little side cup, so they were soggy by the time we got to them. Food sat there for 25 mins because no one made us aware it was ours, despite the cashier girl giving me the number and directly telling me she’d bring us the food. We will not return to this location. Pay your staff more so people other than lazy gen-z ne’er-do-wells looking for weed money will want to work there, because the service very much reflected that structural incentive. And as a little cherry on top, they also forgot the honey mustard. I am not even 30 years old and I never left a negative review for anything...

Shake Shack has excellent burgers, hotdogs, chicken sandwiches, crinkle fries, and of course amazing shakes. For dessert or a "shopping break," they have Concretes with mix-ins, and Frozen Custard cups or cones. Every location has their own special, but at this location the specialty Concrete is the "Kierland Common." It is fantastic, with all of the ingredients of S'mores.They also have their own brand of draft beer) "ale" & their own brand of red or white wine. The restaurant is immaculately clean with an open view of the kitchen behind the counter, where you place your order and receive a pager. The service is very efficient, and I didn't have to wait long at all; I was there between lunch and dinner times, however. The seating area outside is a dog friendly area, and also has a ping pong table. They even offer 2 options on the menu for dogs. Another thing that sets them apart is that a friendly staff member, cleaning the tables with sanitized, disposable towelettes, checks to see if everything is to your liking or if, for example, you would like a water (which I recommend with the shakes). Excellent Food, Service & Staff Cleanliness: A+ rating Casual: very Dog Friendly: yes Parking: limited (however, parking lot nearby) Outdoor Area: great view, great for...

TL;DR…Shake Shack was terrible. Go to Five Guys, In-N-Out, or McDonald's for a better burger and service…seriously.

We ordered to-go online from their website. Their online ordering website said to try the app in they Google Play store. Tapped it...page not found. Then I searched for the app in the Google Play store....nothing. So we used the mobile website. It was super clunky, confusing to use, and took forever. Seems like it's poorly coded and will only work with Chrome (on Android).

When we arrived, the website indicated the order was ready. There was no bag in the pickup area so we tried to ask an employee about it. It took forever to talk to someone because no employee was available. When we finally tracked one down they were very rude and made a flippant comment that "you must have made the order on Door Dash". We explained we made the order on their website. They then said it must be in the back.

The burgers were both WAY beyond well done (we didn't select the well done option online)...super burnt on the outside and really dry in the middle. From reading other reviews after the fact; this seems to not be a unique experience. The fixings were good quality, but even so, we both thought it was the worst burger...