Shake Shack Hillsdale — Restaurant in San Mateo

Very clean restaurant. Staff follows COVID protocols and helped us customers to follow same protocols. Employees were polite and respectful. Food was super good (perfect). Thank you so much...only one suggestion. Maybe one person on the front door is enough to give better directions on how to get on the line to order or how to pick up or dine-in. It seems like two employees were giving two different sets of directions, they both were helping but with conflicting instructions. I had to stick to only one guy to not feel lost. No one was being rude or not helpful. They did the best they could. Love your burgers...Enjoy 😎.

New Update: I came back to this location on January 24, 2022 around 6:00pm and even though the food is good the staff were lacking on customer service. I walked in and there was 7 young men and women behind the front counter talking about someone else hair not paying attention to customers walking in (I counted 13 workers between kitchen and front counter; another person arrived in casual clothe who looked older). I waited for about 3 minutes minutes before someone acknowledged there is a customer ready to order. There was another customer before me waiting for their order and he was giving me the look of “this is bad and unsatisfied”. This is ridiculous and not aceptable. Shake Shack your food is really good but the staff you are hiring are lacking in customer service. Train those young guys to pay attention and take care of customers, if not you will lose a lot...

I visited here today (Dec. 11) with 2 friends. We were 1st dine-in costumers. We ordered 3 drinks, fry, cheese fry, 2 shack burgers and 1 smoke shack. It came fast. But I found smoke shake has No Bacon. I claimed to worker, and he said one word 'sorry' dismissive and gave me bacons rudely. I felt they never feel sorry about this situation and didn't respect me as a customer at all. Even worse, the both frys were COLD. Those tasted 1 day old. Very surprised. I know how shack fry tastes. Once again, we were 1st dine-in costumer.

Check the photos. The middle burger is smoke shack. I cut 1 bacon a half and push with my finger. The second bacon in a separate bag was out of frame. My friend took this picture for memory of 1st visit of shack shack. So this maybe not exact proof of my review. But at least this was proof of my visit.

Very disappointing!!! I like Shackshack and it is good quality chain restaurant. But I don't recommand this location even though this has prime location (Hillsdale mall). I wanted to give 0 star or negative if possible.

ps. 1. I asked the ladies who came ~10 min later than us how were their fry and they answered theirs are hot enough. What's going on our frys?

ps. 2. Under my review, there was comment from customer service(?). They asked to send email which contains copy of review, when, which, and proof like picture or receipt. I added photos and more precise information now. But now their comment disappeared. WHY? Very Very...

Update: Revised my rating to four stars due to the quick follow up by the store and Shake Shack. Kudos to the company for actually following up on feedback! The response and actions are encouraging and appreciated, so I guess I can get my Shack Stack fix again sooner than I expected.

Burgers tasted good but looked smaller than in the past and not a good value. The fires were very good however, nicely crisp. I was never notified that my order was ready. I arrived before the ready time and waited for notification of my order being ready. I finally asked someone almost 10 minutes after the expected time and found the order sitting on the counter since before I arrived earlier so lost time and the order has cooled. My phone number was on the order as I received a text when it was placed so no reason I shouldn't have received a text when it was ready. I also requested condiments on the app but only received napkins, no ketchup for the three orders of fries. The last time I ordered from this location I was missing a Shack Stack. I neglected to check the order when I picked it up as I was in a hurry so my fault to an extent. I purposely did not order from this location for over a year based on that experience. Unfortunately my 'return' experience wasn't great either so I don't plan...