Shake Shack Plano, Legacy West — Restaurant in Plano

Bottom Line: Service was bad and food was so-so, not enough to make up for the service.

Service: we had just picked up our baby from daycare and if the car is not moving, he is crying. So my husband drove by and dropped me off to order and carry out while he was driving around. I go in to order and a young man (highschool, early college age) asks for next in line. I get up there, its loud I will admit but I had to keep repeating myself, thus the frustration grew. I nearly had to shout my name twice. NIKELLE. He says ok and processes the order. The only saving grace of that interaction was him being able to process the order using my digital wallet. (Why a two star rating)

I wait for my food and I get a text saying its ready. Time stamp 6:37pm. I go up there and a female worker says it's not ready. I step back and continue to wait from a distance with a full view of the counter. Two minutes later a bigger guy brings up a takeout bag to the counter and I hear him call out. "Michael." Micheal is not my name so I do not approach. 8 mintues and two orders later; (People who came and picked up their orders; while the bag was on the counter) The guy who took my order came to the front from the back. He takes a look at the bag, sees me and says, "This is yours." pointing to the bag. I told him, when they called it, they said michael. He immediately goes on the defense. "I thought you said Michael." I told him that was not my name so I did not approach. (He never confirmed my name while taking the order.) He replies, "they just brought it up here. Literally he just brought it up."

Now I am annoyed; I replied, "no, it was a mintue." He again argue with me, "They just brought it up." Not wanting to agrue with him again. I said "sure." Took my meal and walked out with him again making the comment as im leaving.

I didn't want to deal with a guy who was not around when the bag came out and the agure with me on when I saw it.

We get home and break out the food. We ordered the new Korean-style Fried Chick'n Sandwich and Korean-style Gochujang Chick'n Bites. The new item is suppose to combines crispy chicken breast with a spicy-sweet Gochujang glaze. Here is what we thought of.

BUN: bun was good but the bottom was soggy from the juice of the coleslaw.

CHICKEN: the actual chicken part was good but the glaze left much to be desired. It was really sweet, we did not have a hint of spice in the glaze at all. The chicken bites were only partly crispy. We bit into a few and you could see the unfried doughy part between the chicken and the part of the dough that was fried.

COLESLAW: good flavor, but it was also, sweet. So you had sweet ontop of sweet. Very wet (was actually dripping a lot.) So it made the bun wet.

Result from this experience: If I want a chicken sandwich with a kick, I'll go to Chick-fil-a and if I want a burger, I'll go to In-N-Out where I never had a...

I was fast asleep when my wife nudged me awake.

"Hey, we ordered Shake Shack on Uber Eats, do you want anything?"

"No," I said, not realizing the mistake I had made.

A little while after, maybe 15 minutes, I woke up from my nap. I went to the living room and my wife said that she knows I said I didn't want anything, but she ordered me a chocolate shake anyway. God sent me this angel and she decided to marry me. I'm a lucky man.

We waited anxiously for the Uber delivery, and before long, it was there. My wife rushed to the door to help the Uber delivery driver. It was taking longer than I thought it should, but I sat waiting, anticipating that chocolate shake I thought I didn't want.

She came back in with a sad look on her face. She said with a shaking voice, "I ordered 3 shakes, but only 2 showed up." My face slumped. What kind of world do we live in where you order 3 shakes but only get 2. That's not the kind of world I want to live in. Yet that is exactly this world.

As she was unbagging the burgers, my demeanor changed. Alghough I started off not wanting anything, all of the sudden, I had an insatiable desire to have a chocolate shake. I immediately requested that my wife call the Shake Shack and correct this wrong. I wasn't in the mood for a credit. I wasn't in the mood for a hassle. I wanted retribution. And, while she was unbagging the burgers, I also realized I wanted one of those as well.

She called. Got the manager Jamie on the phone, and everything went according to plan.

He immediately said he could give us a credit. BAH! Not on my watch! I will go collect my shake but to make that trip worth it, I demand a cheeseburger of pennance!

He said that was fine and said it would take about 10 minutes.

What I heard next made my heart drop. It wasn't Jamie's fault. He was not the cause of the nights woes. It was, sadly, the Uber driver who in a rush, left without the glorious dairy treat.

I set out on my way to the Shake Shack, determined to acquire that shake and the cheeseburger. Then the guilt set in. Why does Jamie need to pay for the sins of Uber. He doesn't. I must make this right.

When I arrived at the restaurant, I got Jamie on the phone and stated, "This is not your fault. This was NOT your mistake and you shouldn't be responsible for the reparations. I demand to pay for this burger you have so generously thrown in for free." "Nay," he said, and insisted that it was no problem.

So, that's why they get 5 stars from me. Great shake! Great burger (I ate on the way home) and great service. Thanks Jamie, you didn't have to give me that cheeseburger, but you did with a smile on your face. I'll be back to eat there again! You...

The service was great but i just dont get it. Atmosphere was welcoming, servers were as well. Yet i just dont get it.

Why should I pay you 8 dollars for a burger the size of your competitions? I just dont get this business model.

A sustainable competitive advantage is achieved by differentiation, value, cost/price leadership, or another form of strategy.

Yet this? Its being propped up by pretentious and ignorance. Yes you scoff now. However in business theres something called competition. As long as there is opportunity there will be competition. No other burger restaurant in on the strip, yet. Yet when they figure out that:

1. you can put salt on burgers and people will like it more

2. you dont have to obtain a 700% return to be successful

Or

3. theres culvers right down the street

you are gonna be in serious trouble. Yes i said it, there is Culvers DOWN the street. They are gonna wreck havoc as soon as people figure out. Matter of fact, it was Saturday at 12pm on a game day and the store was half empty. Why is this? You better think!

I have, so how about senior leadership there at Shake Shack? I wish you well in business but you are warned. Let me remind you again before I close.

Culvers Butter Burger is right down the street in front of NFM. It cost 8 dollars for a deluxe cheeseburger meal with a drink and SIMILAR yet better crinkle cut fries. The deluxe culvers butter burger taste 10x better for 4 dollars less.

Do you know how high of quality standards they maintain? What about yours? I found half pieces of fries and a uneavenly cooked hotdog

Culvers is a monster, like a true war machine. They dont make mistakes. You better get ready. I dont even work for them, yet my palate tells me you are just being greedy.

So in closing, drop your prices at least 30 percent or prepare to be put out of business in 3 years max. Plano is still wide open and you've been spoiled. Hopefully you can swallow pride and...