Shake Shack UTC Sarasota — Restaurant in Sarasota

This is one of those places where they make you do the work of an employee, but you don't get an employee's discount at the kiosk. I entered my phone # at the kiosk and the status of my order was texted to me. "Hang tight" must be part of the corporate culture because every text stated with "hang tight."

The place was less than half full, but since we took 3 hungry grandchildren with us, we found a seat outside. Through the window, we could see food being served up at the counter. We waited and waited. The grands were restless.

Finally, the text arrived. "Your order is ready! Hang tight, we will bring it out to you shortly." We waited and waited. We could see what looked like our order on the counter. Other customers were standing around the counter and touching the tray and looking over the food. We had a debate about if that was our food or not. We waited and waited. The food was never brought out to us.

Finally, I went inside and could tell when I got close to the counter that it was indeed our order. As I walked up to the counter, someone behind the counter called the name for the order as a question. I responded, "Yes, this is my order." But I protested that the text said we were to hang tight that the order would be brought out to us. The response was, "Well, we're really busy." The place was less than half full! They sent me a text telling me to hang tight. So I ended up serving my family cold burgers and cold fries that had been left on the counter for 10 minutes.

They didn't even offer an apology, let alone a hot substitution or refund.

The next time someone I know gets, or I get, the urge for burgers and fries, I'll hang tight and stay away from...

This was my first time at Shake Shack and I wanted the Carolina burger based on the picture they have outside advertising it. I get to the register and they inform me that they were out of pepper jack after I had paid and only had American cheese left. I prefer not eating American cheese so I would have appreciated a heads up before ordering. They also asked for a tip?! A fast food restaurant?! Crazy. I get my burger and it looked nothing like the picture. I get that other fast food restaurants can be deceptive when it comes to images but if you’re asking for a tip and I can’t make a burger a meal because I have to order everything separately, at least have a decent quality burger. I noticed that the burger only had one slim patty so I go to the counter and inform that that this was not what I was expecting. Again, I’m a first timer so I didn’t know I had to specify whether I wanted a single or double because I’m literally going based on the picture. This other employee comes up and I told her the same thing. I believe a third person approached the counter so the employee goes “she’s upset because it’s not like the pictures” and laughs. Of course I’m going to expect better from a restaurant that charges me $18 for a burger, fries, and drink and asks for a tip. They asked me if I wanted to add a patty but honestly at that point, I didn’t want to spend anymore money on this establishment. Better burgers at five guys or burgerfi for this price. Please have honest representation of your food. (Picture of what I got versus their...

My family was looking for a place we could get some good burgers and ice cream, that we had not been to before. After looking online at pictures and the menu, we decided to try out Shake Shack. It was in a prime location and located just of the interstate (nice since we were traveling from Palmetto to get there) Once we arrived, we realized there was not much parking close to the restaurant. But lucked out since someone was leaving. Made it inside and were greeted by tablets that we had to "self checkout" at. The menu was easy to maneuver, but had a bait and switch tactic built in. If you don't pay attention, it is programmed to select a higher priced item then what is advertised on the initial screen. Once we completed our order, the screen instructed us to have a seat, and it would text when our food was ready. It didn't take too long before we were alerted and then a worker called out our name. The first thing we noticed is that the food looked chincy/cheap. The lettuce was not crisp, the bacon was pathetic and the burgers were as thin as a McDonald's patty. All the pictures we saw online from others had delicious looking food. Ours was not appealing at all. But we were hungry and a long way from home, so we ate it. It didn't taste bad, but was nothing worth trying a second time. The same for their shakes. The cups were not full and had little flavor and were very runny. I hope for others sake that this was just a bad day for them, but we will not be back.- but hey, at least the...