Shake Shack South Lake Union — Restaurant in Seattle

We stopped by after a mariners game last night. Thought as we had to walk from Westlake to SLU that we would grab a treat en-route. Went in just before close, seemed busy but not crazy. We asked for some of the feature shakes and were told, sorry we are out. Asked for a frozen non-dairy custard, sorry we are out. We asked for a fruit beverage and guess what? They are out also. The young lady behind the counter was embarrassed and apologetic. She even asked for help from a gent to double check and see if maybe if it was an error on her side. We settled on a couple shakes. Waited 5 mins or so, and our order had 3 drinks…only 2 of us in our party. Mentioned to the gent ( same one who helped young lady with our order earlier) that we only wanted 2 shakes and not 3. He said we could take it or he would throw it out. I said we only asked for three and guess we paid for 3. He then walked away and said “sorry I can’t help you and don’t know what you want me to do”. This frustrated me and knowing other fast food restaurants would be apologetic and refund the overcharge. I was not satisfied and called the gent over again to a rolling eye and huge sigh to a comment of “what now? “ I asked for his managers business card and he said “ I don’t have them” I then asked the gent the managers name and he said “ uh, Carlos or something “ I asked when Carlos would be in and his answer was “ I don’t know, I don’t make the schedule” Anyways I was beyond frustrated and shocked at this lack of service to fix an issue. I mentioned to the gent, that maybe he should learn how to service a customer as he seems like the senior staff member on shift. Maybe this Shake Shack needs my $8 and feels that customers are always at fault and the staff don’t make mistakes. I could not imagine if I ordered food and what would have happened if my food was incorrect.

Anyways we gave the extra shake to a family to share and left the store. I hope this serves Shake Shack owner and management an opportunity to learn what was done wrong, how to identify so this does not happen again. Maybe this will serve as a learning and growing experience for the...

We just had the worst customer service we have ever experienced at this location. My grandfather wanted to take me out to lunch today for my birthday and I chose Shake Shack because it is one of my favorite places to eat. When we got to the restaurant, the lines for the kiosks were out the door so my grandpa wanted to order at the counter. He also struggles with ordering through a kiosk because he’s old, and it’s just easier for him to talk to a human. When he asked the employee behind the counter if he could order, the guy told him they only take orders through the kiosk. My grandpa explained that he doesn’t care for ordering that way and was hoping he could please just place the order with him. The guy eventually gave in and started to take his order. We both wanted to try the new Carolina BBQ Burger with Fried Pickles. The employee said they were out of those, so we decided we would just have the regular cheeseburger. The employee said they were out of cheese! What?! So we ordered the burger without cheese. Then we asked for two milkshakes. The guy said their milkshake machine was down! At a SHAKE Shack??!! Why didn’t they close or post that they were out then?! Whatever… so we sat down to wait for our order and realized he didn’t give us a receipt!! Not to mention the tables were sticky and the floor was filthy. As we were eating our (terrible) burgers, I noticed somebody walk by with their order, and saw that he had cheese on his burger!!! Then a lady walked by holding a shake in her hand!! 😡🤬😡🤬😡 I can only imagine that the guys behind the counter were pissed because my grandpa didn’t want to order the “right” way, so they lied about being out of everything and the shake machine being down. I was so upset and angry and disappointed that we were treated this way simply because we didn’t want to order through the kiosk. I will never visit this location again. I’m sorry we wanted to order the old fashioned way and were punished because of it....

I really like Shake Shack in general, and have been to multiple branches in the US and UK. However, this branch has been by far the worst I've ever been to. TL;DR: Dirty, subpar food, no customer service, unreasonable charges.

We got to the place, and it was dirty and smelly inside and out. Outside there were trash bags laying around next to tables. Inside, the floor was covered with trash and the tables weren't very clean either.

Next, the order process. You have to enter your phone number (US number only) and email address, to get your receipt and food-ready notification. Then there will be an automatic tip added which you must manually remove (as there is simply no service at all), as well as a bag charge (even though I was dining in, and had no bag).

When the food arrived, the burger was good (even though not on the same level as other branches), and is the only reason for the two stars. The fries were cold and not crispy as they usually are. The drink is not refillable, which makes it really expensive. Overall, we were quite disappointed by the food.

During our stay, not a single staff member did greet us or just look at us. They were busy wandering around aimlessly and half-heartedly cleaning tables.

Would this have been the first Shake Shack I ever visited, I would never come back to one. As I've had better Shake Shack experiences in the past, I might give another branch another chance sometime. But for now, I am extremely disappointed in Shake Shack. And as the other reviews are showing: This is not an isolated incident. Management should really step up, or they risk losing customers for the whole chain.

Edit: Shake Shack corporate did apologize via email afterwards and gave away a coupon for the next meal - which was at a different branch, and much better. So my overall feeling towards Shake Shack is restored, but this specific branch really needs to step...