Shake Shack Nanuet — Restaurant in Town of Clarkstown

The last time I was there I ordered a burger with fries…very simple. I ordered it on the app because it seems like when you do it that way it’s faster than ordering at the cash register. I waited in my car for like 10 minutes and went inside to get my food. The girl that was there handed my food to me as I walked in and stated my name. My mistake was not opening up the box to see if both items were inside since it was taped up. I guess I didn’t want air to hit it so it can stay hot because I hate cold food. I got home, sat down and proceeded to open the box to consume my food then bam….I had a cheeseburger but NO fries! It was a Sunday night and they close at 9 but it was about 8:15. I quickly called them and complained that they didn’t pack my fries and that I had ordered fries. They told me to come back….cool. But now my burger is gonna get cold..I’m not gonna eat it without fries..I need this order redone. I literally raced over there since I live like 10 minutes away to get there before closing. I told the girl I need my whole order redone and she had the nastiest attitude! I don’t care! Do your job! I paid for stuff and you or whomever didn’t pack it! I need my order redone so I can enjoy my food that I paid with money I work hard for! When she handed me my completed order she gave it to me with an attitude! Needless to say that was my last time giving them a dime! I never stepped foot in there again and I’m proud to say this incident happened in April 2021 and I still haven't been back. Not to mention this restaurant smells like a nursing home! I rather Shake Shack on rt 17..much better experience and tastier fresher food…oh and no nursing home...

Tonight I had the worst dining experience I’ve had in a long time in any establishment. Both the service and the food which I have really liked in previous visits to this location, work beyond and far below mediocrity. I ordered an avocado bacon burger L topped with extra pickles And cherry peppers on the side. I also ordered black truffle fries the burger both tasted and appeared to have been prepared yesterday the patty was not fresh off the fryer. It was dry. The cheese on top was not even melted. It had been some time earlier, but certainly was not fresh. The bacon was refrigerator cold and also seem to have been cooked the day before there was emulsified fat on it again as though it had been cooked, but this time not even warmed to a safe edible temperature. It was cold to the touch. The fries were cool in the middle the truffle cheese sauce, which accompanied the fries was straight from refrigeration, it was not room temperature. It was not cool. It was cold regarding the service. I asked the cashier for a cup of ice. I went down and sat at the table and waited for my food. He brought the food over and asked if there was anything else that I needed I stated just a cup of ice, please he returned to the register. I waited a little longer. he did not appear to be making any efforts to secure the cup of ice that I asked him for I approached the drink area and requested the ice myself. I asked if you forgotten my request That quickly he replied oh, I told her, being the...

I would like to take a moment to recognize one of your team members, Michael, for his outstanding hospitality.

From the moment we sat down, Michael greeted us with a genuine smile and brought us everything we needed before we even had to ask. He checked on our dining experience, even though Shake Shack isn’t a full-service restaurant, and made sure we were comfortable throughout our meal. When we were leaving, he kindly said goodbye, leaving us with such a positive impression.

As a hospitality professor, I can confidently say that Michael exemplifies the true “hospitality spirit.” His kindness wasn’t something scripted or forced through training, it was authentic, effortless, and sincere. In today’s world, where genuine care for others can be rare, especially in fast-casual settings without tips, Michael stands out as someone who serves with heart.

I sincerely hope the company recognizes his contribution. Employees like him are not only valuable to Shake Shack, but also to the entire hospitality industry. I truly believe Michael is an asset worth nurturing and supporting as he continues to grow...