Shake Shack Summerlin — Restaurant in Summerlin South

UPDATED REVIEW: I previously gave this establishment a 1 star review because we were treated very poorly there by a specific employee and due to the handling of a policy (original review is below). The company reached out to me and gave me a credit towards another meal in the amount that we had previously spent so that we could give them another try. The prior experience was so poor that I almost didn't go, even with the credit, but I believe that giving a second chance is a good thing. So, we just recently went and our experience was night-and-day better. Every employee was helpful and courteous. The service was good and our food was ready quickly. We also got to try their lemonade and it was very fresh and balanced - yum!! We both tried different burgers from before with better results. I do still REALLY dislike that they don't do fresh fries. But other than that, it was a much better experience and I greatly respect a company with such good customer service. Oh, and to add to that, not only did they give me a credit, but customer service actually reached back out to me to check in and find out if I'd gone yet and how our experience had been. That was very impressive!

PRIOR REVIEW: Horrible experience at this restaurant! Our friends recommended this place and we all went together. They did not bring facemasks as they did not know the company would require one to order, despite the fact that within a foot of you are endless people without masks walking around you. I did have a mask so I offered to order for them since they were being denied (and quite rudely) to be served. We played a sort of "telephone" game of him stating his order and me giving it to the girl at the register. Though she could easily hear him, she would not put the order in until I restated it. She did so with much guffawing, fuming and even rolling her eyes. After we finished the order he asked if it could be repeated back to make sure it was right. That is a common request and one made all the more necessary since we were having the "telephone" his order. Apparently that was TOO much to ask the the girl spun about and walked off without a word. We stood there, unsure what to do & really put-out by the whole experience and ordeal and how awful we were being treated. After a while a manager came to us and explained their policy. I told him, "I am clearly wearing a mask to order and am helping him to place his order." I detailed all that had happened. His name was Caleb and at least he was good at being polite and considerate and handled a really bad situation well enough. However, that was one of the worst customer service experiences I have ever had. To be treated like that in a customer service/hospitality industry was absolutely abhorrent. If they are going to behave in such a way than they need to provide masks to people that do not have one so that they don't treat guests this way.

Our poor friends recommended this place only to be treated like that & have the people they'd brought with them so poorly treated. How pathetic. I don't care if they're food was heaven on a plate, I would NEVER return to somewhere with such clear disregard for their customers. Customers pay that girl's wages!!! And we were very polite to her the whole time, we were never rude and never disrespectful. It was just disgusting.

To add to that...the burgers were disappointing in taste and were very small for the high price. Also, they sell FROZEN FRIES!!! Don't call yourself a burger joint and give me some Walmart-grade french fries!! Heck, I even make fresh cut fries when we have fries at HOME, I don't even use the frozen crinkle fries. Gross! The milkshake was decent but nothing groundbreaking. Really one of the absolute worst experiences I have ever had! Highly recommend you go somewhere else!!! For the same price I'd rather go to Five Guys and get good sized burgers and delicious, FRESH french fries. And they treat their customers like human beings!!! Appalling behavior at this company,...

This place was pretty good, but also maybe a little overhyped. My sister and I were out shopping on a Saturday afternoon and decided we needed lunch, but something quicker than a sit down and better than typical fast food. We settled on Shake Shack at the Summerlin mall, and boy, was it busy! There was a line to order, but mainly because people were waiting to use the kiosks instead of going to the 2 people available to take orders. Because we were fine ordering directly with the cashier, we were able to jump the line.

My sister got the shack burger with their lemonade, and I got the chicken shack with cheese fries and a strawberry shake. My sisters burger looked really good, and she said it was pretty tasty. I thought the chicken shack was perfect! The chicken was fried so nicely, and the herb mayo was such a nice touch. My shake was delicious, tasted like a real ice cream shake, and the cheese fries were a bit of a letdown. While the fries were decent, the cheese was almost bland.

The service we received was top-notch, everyone was very friendly! They even bring your food out to your table. The main reason I give it 4 stars is partly because of the bland cheese, but also because of the seating. There were a lot of people in there, and we got very lucky that someone had just left for us to be able to sit down. What we noticed while eating was that some of the booths and tables were being used by people who slipped in and were just sitting and chilling with no food or with drinks and stuff from other places. If we hadn't found the table we did, we would have had to sit outside during winter to eat our food or take it back to our car. It was pretty busy, and the seating is so far to the side of where the employees are. I'm sure it's hard for them to notice when people are just coming and using...

My wife and I have been wanting to visit Shake Shack for a very long time. Last night she was reading about their new Korean "sensational" gochujang chicken burger. Being Korean, she "had" to have this new Korean-style chicken burger. So while we were shopping in Summerlin today, I did a Google search for Shake Shack and found one very close by. My wife ran inside and ordered two gochujang chicken burgers. Never having been to this or any Shake Shack before, she took everything at the word of the counter girl. She took the bag when they called her name, and we were off for more shopping. The bag had her name on it, so she didn't bother to check before we left. Of course, I drove away before we realized there were no gochujang chicken burgers, only one hamburger and fries. Not even close to what she ordered. Already on the 215 Fwy, I wasn't about to turn around for $17.00, so we downed the hamburger and fries. Nothing worth close to what she paid. And there wasn't even a Fanta as shown on the order. I've had better for half the price.

First time at Shake Shack and they completely fouled up our to-go order. Correct name, wrong order. Does everyone have to go through and check everything before they drive off? I guess this was the first "and last" time we ever go to a Shake Shack.

By the way, she didn't even get an amount printed on the three different pieces of paper attached. Nor did she receive an itemized bill? What's this, a new way to charge people? And where was the "phantom' Fanta that was supposed to be part of the order? Had the Fanta been handed to her, maybe she would have checked for accuracy since it wasn't her order?

RECOMMENDED: Not Unless You Check Your Order SERVICE: Fair PRICE: $$ COVID: Does not practice adequate pandemic procedures. PARKING: Poor REASON/INTENT: Purchase...