Shake Shack Westgate — Restaurant in San Jose

I used to love this place—until today. While waiting for my takeout order, I witnessed a staff member wearing gloves touch a pen, other surfaces, and even their own clothes, then rest their gloved hand directly on a portion of fries, almost like placing a hand on a mousepad—and even squeezed the fries.

Worse, none of the staff were wearing masks or any kind of protective gear while handling food and speaking nearby. I was horrified to see that exact portion packed into my order.

When I requested a replacement for sanitary reasons, the person (who turned out to be the general manager) refused, mocked my English, and even laughed at me and my young daughter.

He only replaced the food reluctantly and with visible disdain—without any acknowledgment of wrongdoing or a simple apology.

When I calmly explained my concern to another staff member, the manager returned aggressively, telling me that he knows his job better than I do and offered a refund I never asked for.

My issue was never about the money—it was about basic food safety and respect.

As a customer who lives and works here, I found his mockery of my English deeply offensive.

This manager’s attitude and hygiene practices are unacceptable and seriously damage the brand’s reputation. I hope this is addressed...

Honestly it’s a great location for the vibe, cleanliness and the friendly staff as well. But it’s almost crazy how expensive the food was compared to its overall package. The major reason I gave 3 star was the chicken bites. It’s six dollars for exactly six pieces of chicken. I got two pieces the size of my thumb and rest were smaller than my pinkie toe. The batter was over seasoned, almost too salty especially if you didn’t order a drink. The shack sauce was super disappointing, it’s basically a flavored mayo, but mostly mayo or aioli. Cheese covered fries were also pretty disappointing, salty and overly crispy. I like my crinkle cut fries to be more creamy in the middle but it was dry. The burger was good, but not worth the value. Fourteen and half dollars for a dollop of truffle sauce, one single beef patty, and a fried mushroom top; that’s insane.

I remember going to the original Shake shack in NYC and thought it was amazing quality food for the money at the time. But sadly this brand pushed me out of their range of customers because the value isn’t really there. Food is higher quality, I’ll give you that but I can’t swallow the idea to spend over 35 dollars for lunch that kind of fills my stomach about halfway for that...

They hired people who don’t know how to make burgers. I ordered a chicken burger. The chicken was oozing too much oil. Plus the buns were super cold. I paid $2 for extra avocado and they put a teaspoon worth of it. I tried talking to the staff politely but they couldn’t answer nor did they try to make it better. I wish I would have taken a pic of the joke burger which costed more than $13 before throwing it in the trash and walking out. Don’t go to this location. Go to the valley fair one - They know what...