Shake Shack Sugar Land — Restaurant in Sugar Land

Absolutely horrible experience this evening! First time at this new Shake Shack and went through the drive-thru.

No receipt provided with order.

Fries way undercooked, a couple even frozen at the center.

At time of order, had even asked if we could get one of the three orders of fries well done/extra crispy and was plainly told, "No".

Was robbed of payment as large order of chicken bites was not included in my order. Got the honey mustard, no chicken bites. Of course, don't know you've been robbed until you get home and find order does not include item paid for.

One of three cheeseburgers ordered did not have cheese on it.

Ordered three cheeseburgers (2 of them doubles), three fries and chicken bites (which we did not receive) and asked for salt and pepper and they put into the bag 1 single packet of salt and 1 single packet of pepper... REALLY?!

To top it all off, upon calling the phone number available on Google to advise of all these issues, there is only an automated system that answers and says press 2 for manager then promptly says "that option is not available". Pressing zero or any other number gave same response. So, now who is going to handle all the issues I experienced this evening and refund the money that was stolen from me by Shake Shack?!

My family frequents this area and had been excited about this Shake Shack opening for some time and hoped to make it a regular on our dining rotation.

Very disappointed with this experience and horrible first impression by this Shake Shack. Highly recommend Becks Prime, right on Hwy 6 just north of 59. Been going there for years and never, ever experienced anything like this at all. Not one! And no, I don't work for Becks, I just know quality and customer service, and Shake Shack DID NOT deliver tonight.

Would appreciate a call from restaurant manager or, even better, from corporate. I will watch for a reply with a number where a live person will answer and provide some...

I recently had the pleasure of dining at Shake Shack in Sugarland, TX and let me tell you, it was an absolutely fantastic experience! From the moment I walked in, I was greeted with friendly and attentive staff who made me feel right at home.

The highlight of my visit was definitely the mouthwatering burger that I ordered! The patty was perfectly cooked, juicy, and packed with flavor. Every bite was a burst of deliciousness! The toppings were fresh and tasty, and the bun was perfectly soft and toasted. It surpassed all my expectations and left me craving for more.

Not only was the food outstanding, but the atmosphere of the restaurant was also top-notch. The modern yet cozy decor created a welcoming and relaxed ambiance. The indoor and outdoor seating options added versatility, and I appreciated how clean and well-maintained the restaurant was.

Additionally, I must commend the stellar customer service provided by the staff. They were friendly, knowledgeable, and efficient, ensuring that my dining experience was memorable and enjoyable. It truly felt like they cared about delivering exceptional service.

Overall, Shake Shack in Sugarland, TX deserves a resounding five-star review. The burgers are a prime example of perfection, and the inviting ambiance coupled with outstanding customer service only enhances the dining experience. If you're in the area and craving a good burger, do yourself a favor and head over to Shake Shack. You won't be...

SECOND EXPERIENCE: just left shake shack around 8. Another dissapointment. I should’ve known better when the order was ready within 7 minutes via app. We ordered a double cheese burger, hot dog and 2 cheese fries w cheese on side. The fries had cheese on them, we also got 2 sides of cheese sauce. I didn’t think to open the fries since I saw the sauce on the side. The cheese sauce was also old on the fries. It started to look clear and not like the cheese on side. Fries also very soggy. The hot dog was also stale and not even hot!!!! They give out old cooked food. I THOUGHT it was cooked to order but boy was I wrong. The burger was fineeee? but weirdly crunchy which I assume means it sat a bit longer than usual. They still needs time to get it together 🫠

I ordered their special bourbon bacon jam burger but it was missing essential items on the burger. I don’t want a refund(and I told them that after inquiring why the burger didn’t have everything advertised) but I think they should tell their customers if they’re missing those specialty components to make the “elevated” burgers. Better yet, not offer the item or say it’s been 86d if they can’t deliver. Also to add, this burger was $4 more than a cheeseburger. I would’ve just ordered a cheeseburger had I known I wouldn’t have gotten the...