Shake Shack Assembly Row — Restaurant in Somerville

I ordered a plan hamburger and the young girl asked me how I wanted it cooked I responded medium. I also said I would like to order french fries with no salt I ended up waiting 30 minutes. I went with a friend who ordered less than 2 minutes ahead of me she received her meal and was done before my meal came out. It appeared that they catered more to meals that were being called in by Uber eats, DoorDash,GrubHub. I don't know one of those food services. Not to mention young colleges coming in to get wine give me a break!!!! After all this is shake shack not the "not the wine shack " or judging by the girls that came in trash shack. So after waiting 30 minutes cold hamburger that was a hockey puck and french fries that had salt literally the whole shaker 🧂 put on it will I eat here again answer as never ever. "No" the only nice experience I had was a girl that took my order! Going to be honest with you I don't know why she even works though the rest of the people there are so unprofessional maybe if they spend less time chatting they get more people's food out on time I think next time I'll be eating at...

I've always been a fan of Shake Shack, but my recent experience was less than ideal. The self-service ordering process, while innovative, could benefit from more staff to assist customers, particularly when customizing orders. My burger arrived with unwanted toppings, making it difficult to enjoy. I hope Shake Shack can refine this system to ensure a better customer experience

Let me try to explain it another way. I was disappointed with my recent visit to Shake Shack. While I appreciate the self-service model, it was difficult to navigate without assistance, especially when customizing my order. My burger was not as ordered, and I had to spend time fixing it myself. It's a shame, as I usually enjoy the food here. I hope the staff can be more attentive in the future... Because I'm so disappointed, I think I will post my first draft of my review: I guess Shake Shack is now a "build-your-own-burger" joint. No one was around to help, so I ended up with a Frankenburger. Thanks for the DIY meal kit, I suppose. Next time, I'll just order...

I was really disappointed by what I witnessed while picking up my own order. There was a long line of Uber drivers standing there, clearly waiting to be helped—some trying to confirm details or ask questions about their orders—and they were completely ignored.

Staff walked away mid-conversation or didn’t even acknowledge them. Meanwhile, the delivery station was overflowing with bags, so it wasn’t like nothing was ready. It just seemed like no one wanted to deal with them.

What really bothered me was overhearing (what sounded like) a shift manager say to a coworker, when the coworker was talking about an order a uber driver was asking for: “Just walk away and ignore them, they’re an Uber driver.”

That kind of attitude is unacceptable. Delivery workers are providing a service just like anyone else and deserve basic respect, communication, and efficiency. I hope management sees this and holds the team accountable—this kind of treatment reflects poorly on...