Shake Shack Cow Hollow — Restaurant in San Francisco

Not a very good experience. Honestly flavor was mostly good but it was chaos. We ordered 2 double burgers, a mushroom burger, 2 fries, 2 seasonal shakes, cheese sauces, and waters. Food took a long time. Spent over $60 for 2 people plus tip. First off ordering was confusing. Where to order?

We ended up ordering online while standing there. We figured it would take maybe 15-20 mins which was fine but it took maybe 30-40? Still honestly wouldn’t have minded the wait if the food was on point.

I first saw the food ready as I was trying to order a beer. Really confusing ordering process. After talking to the nice lady at the counter I was sent to the kiosk to order the beer. I tried to order...nobody would come to verify my ID...believe me I tried and was giving them the benefit of the doubt of being busy (not that busy tho to be honest) but nobody came, nor could I get anyone’s attention.

Just got to see my food sit there and when I asked about it I was told it was “getting bagged up.” Finally the food came. No joke, 15-20 mins after I saw my food order sitting there. It was cold outside so obviously nothing was the temp it was supposed to be. The shakes were completely melted but still chilled. They forgot an order of fries and when we eventually received those they were somehow also cold lol. A bit disappointing to say the least. Nothing was even remotely warm. Flavor-wise it was pretty good except for the peppermint shake but maybe because it was water thin. We hiked 2 miles for this adventure...both ways. Not mad, just...

Everyone is so worried about looters in this city, but what about corporate looters, like this shake shack, who legally loot people out of their money? I have always ordered a grilled cheese here with lettuce, tomato, onion and pickle — and it was added on for no extra cost (as it should be considering their grilled cheese is a sad bun with a slice of cheddar on it). Today, however, I was charged for these extras, making the total cost more than a cheeseburger, which comes with these extras and also a meat patty. Tell me how this makes sense. When I ask the salesperson about this, she says that they wouldn’t have charged me if I had asked for these things on the side. Could you not have told me that beforehand? And also, again, what difference does this make? It’s the same amount of ingredients. And I also thought it was a new law in CA that all extra costs have to be explicitly revealed to customers BEFORE they pay. I could have gone and had a gourmet grilled cheese for what I paid here. And sorry, Shake Shack is not that great. It’s fast food. I can think of another fast food chain in CA that has much better grilled cheeses and will add in as many extras as you want for no extra cost. Shake Shack lost me as a customer today. What a dishonest business. I can’t stand corporations that takes advantage of its customers just...

I lived in the area since before this location opened. I have ordered here close to a dozen times. More than half of my orders were always incorrect. I figured a lot of the early mistakes were due to being a new location and having to get all of the new employees trained up. I would also tend to order at pretty busy times. Lunch and dinner rush - so it's understandable a kitchen could get overwhelmed.

Today I have come to the conclusion that this is just NOT a good location. Shake Shake is currently running a cool promotional burger and chicken sandwich featuring Hot Ones. Big fan of the YouTube series and wanted to check out the hype. Ordered my burger just before 2:00 PM (way after the lunch rush and before the local schools get out). There were about 5 customers inside the store when I entered to pick up my Hot Ones burger and shake. I get home and it is the completely wrong burger (the Smokeshack to be specific). Thought maybe I messed up the order, but then checked the receipt on the bag and my online order history and both said Hot Ones burger. It's just disappointing and the management at this location has to do a lot more than just "better". This location has proven a consistent lack of attention and care. Not the service I expect when spending $20+ for a...