Shake Shack Village District — Restaurant in Raleigh

Heartbreaking Experience at Shake Shack, 2010 Clark Avenue, Raleigh, NC 27605

My recent visit to Shake Shack with my niece and nephews was truly disheartening. We were excited to enjoy delectable burgers, and the cashier greeted us warmly, making us feel welcome. However, what should have been a joyful outing turned into a distressing experience.

When there was a mix-up with my 9-year-old niece's order, we encountered a female supervisor whose reaction was both shocking and deeply disappointing. My niece, who is just starting to embrace independence in ordering her meals, did nothing wrong. Yet, the supervisor approached her with undue harshness, addressing her as if she was expected to flawlessly navigate the adult world. She didn't raise her voice or use foul language, but her stern manner was enough to make my young niece cry in confusion and hurt. It was heartbreaking to see her spirit crushed by an authority figure who should have known better.

Even more concerning was the way this supervisor interacted with her team, exhibiting the same cold behavior that would discourage anyone from wanting to work there. It pains me to say I would never recommend this place to anyone, especially not the young people in my life.

The efforts of the rest of the staff were commendable, but the emotional damage left by this experience overshadowed their kindness. A little understanding and compassion go a long way, and I hope for better management practices in the future. #HeartbrokenAtShakeShack #DisappointedCustomer #CompassionNeeded #RaleighNC...

UPDATE: now I can see, i've been missing out on the best burger, fries, and shake in North Carolina!! This is the best burger i've ever had in a year living here. A single patty cheeseburger with lettuce, bacon, and ketchup, krinkle cut French fries with cheese and bacon, and my favorite chocolate shake! I posted the menu so you can see that other selections they have. James also represents this place with a coolness, I haven't seen in a while. Ralph greeted me today like we were family! And there's another young man running around bussing tables and running food, and he is working with a smile. I am twenty five minutes away from this place, but I will be here as often as I can possibly get here. Natalia and Sean represent this place like true heroes. So friendly and welcoming and helpful. This restaurant is full of delicious food but I only went in for a shake. So the chocolate shake I got is by far one of the top three of all time, and i'm in my fifties! It's very bright and comforting inside the with many tables and booths, clean bathrooms, and you can even see inside the kitchen if you want to watch them, make your food. Looks like lots of shopping and other restaurants in the area and definitely plenty of parking. I'm a shake connoisseur, and there's no question I'll be back here many times....

Horrible management and staff, who do not know their job, do not do their job, and lash out at people despite their own mistakes.

I ordered a customized burger on a kiosk with an added avocado. After the first bite, I noticed that they did not add avocado so I went to the register, showed it to the employee, and asked if they could add it. She looked up my order and said I could keep the wrong one and they would make me another, so I should wait. I waited there for +1hr and had multiple interaction with that female employee and another male employee (a couple of time me asking them when it is gonna be ready, and a couple of time they asked me why I was waiting). After 1hr, the manager came out and very rudely asked what happened to the older burger, where my receipt was, and after I explained to her the situation and interactions and what the first employee told me (and I pointed at the first employee), she said that employee was off the clock and no one could talk to her (and she was clearly working). She asked me to leave and when I tried to ask the first employee to explain to the manager that my order was not fulfilled correctly, the manager called the police on me (yes over a burger that they could not make correctly). I feel sorry for these...