Shake Shack Rosedale Center — Restaurant in Roseville

First Time at Shake Shack – Extremely Disappointed

This was my first visit to a Shake Shack—and most likely my last.

Yes, the food (cheeseburger, fries, banana shake) tasted good. No issue there, except the cheese sauce for the fries wasn’t my thing. The restaurant itself was clean and looked nice. But that’s where the positives end.

The real problem was the staff's complete lack of awareness, engagement, or basic human decency.

Ordering is done through a touchscreen kiosk. Fine—I’m comfortable with that. But not everyone is. An elderly couple came in shortly after I ordered and struggled at the kiosk for nearly 10 minutes, clearly confused and looking around for help. Not a single employee stepped up. They all ignored them.

I had to get up from my seat and help them myself. The gentleman even asked me if I worked there. I told him no, just trying to help since no one else was. He asked if I could get someone on staff so I could get back to my own dinner. I did. And guess what? The employee came out, helped just enough to complete the order, and then vanished to the kitchen without giving them a table number or any further direction. They were left standing there, again unsure what to do. Once more, I had to step in and go to the counter on their behalf.

This wasn’t an isolated thing either. I ended up helping three more families while I was there. Meanwhile, the employees barely made eye contact with anyone unless they were calling out a tray of food. No greeting, no support, no effort.

Oh—and there’s a “Burger Month” promotion going on where you can get free burgers. Great deal. You’d never know, though. No signs. No mention from the staff. Giving away burgers should be something your team is excited about—not a secret.

Here’s the bottom line: Shake Shack, your team needs a serious lesson in customer service—and basic respect for others. Not everyone is glued to a phone or comfortable with technology. Our parents, grandparents, older people deserve help, not indifference.

It’s pathetic that I, a paying customer, had to do your job for you—multiple times. The fact that your team stood around while seniors struggled is unacceptable and shameful.

Do better. Or you’ll keep losing...

I was impressed to hear back from them quickly. They seemed to care about my experience. So that was a good sign.

I ended up trying them again today and the experience was what I expected the first time. Again, I ordered in the app, but this time the food came out right on time.

Once again, the food was good. This time I got the fried pickles, rather than the French fries. Like the fries, they were tasty. So was the burger and vanilla shake.

Much better service this time caused me to bump up their rating.

All in all, definitely an upscale experience compared to typical fast food burgers. Though at about double cost of what I'd typically spend for a fast food burger.

Previous experience with Shake Shack. Sadly, I was not wowed!

It’s National Burger Day and they were offering a free burger if you spent more than $10. With the Shake and fries clocking in at $13, my order qualified.

First, the "good". The crinkle fries - with their hot seasoning - are good. But beware of the hot seasoning if you don’t like HOT.

Also, I like that they offer a $1 soda. (Note, though, that it’s just soda for this price. They don’t offer iced tea at this price.)

The bad… it took 35+ minutes to get my food, even though the Shack did not seem busy.

The Campfire Shake tasted good, although a little melty by this point. But i find it odd that it contains chocolate bits which were big enough to clog the straw. For a Shake like this, we need bigger straws.

Definitely a mixed bag for a gourmet take out establishment. While the food (when hot) is good, paying $15.69 for a meal that included a free burger and a $1 coke seems expensive. At full price, the total would be near $30. Throwing in the wait time and hassle, it was a...

2nd update*

No response to my email my guess is it's just an automated or auto fill form they use to make it look like they want to address the issue. During my visit the only thing worse than the health code violations was the service. I still have the coupon they sent me and have even offered it to people but no one wants it. If you don't have the staff to keep the restaurant clean or serve hot food hot and cold food cold you can at least try and provide good customer service. It still bugs me Everytime I go through Roseville and the mall and the fact that they didn't even feel like the cleanliness or the improper food temperature was an issue is mind blowing.

To list a positive they do have a good selection of options and beverages..downside I can recommend actually eating any of them outside of something that comes in a sealed can or bottle and just to be sure I would clean that before drinking it

Restaurant was mostly empty and filthy I had to keep my kids from touching the tables and counters ECT since they had only food and stuff in them. We ordered on the app and it took almost 30 minutes after the app said it was ready for it to be done. The burgers were room temperature and the shakes were warm and more like a soup. I reached out to customer service they offered me a coupon which I passed on since it meant I would have to go back and spend more money. Not worth the hype or the trip go somewhere cleaner and with better...