Shake Shack — Restaurant in Town of New Baltimore

I just had the funniest experience with them… they gave me the wrong burger. Twice… I’m glad I chose to dine in so I notice I didn’t get what I ordered. Usually I wouldn’t make a fuss about it and will stick with the wrong burger, but this time someone specifically required “no bun”… So I went back and since I only notice they gave me the wrong item after I dug in my fries they couldn’t take it back, they re-made the whole order for me. I mean I understand they were very busy and I still think it is very nice of them to offer re-making the whole meal. But the second time I got another wrong burger…. As you can probably see in the picture, I ordered a double shack something burger, and this time they gave me something with bacon and fried onion and diced red peppers😂 Mind you in both cases they had my name printed on that little piece of paper and had it stick on the bag, and they clearly called out my name, so I definitely didn’t take someone else’s bag.. So… i ended up with two whole meals - two cheese fries with bacon, and two burgers (non of them is mine😂) I don’t want to leave with another burger and fries so I chose no to go back and make them redo again. That’s the end of today’s story.

A huge apologize to the person who actually ordered their burger with onion, bacon, and peppers. I ate your burger. It tastes alright. And I sincerely hope you don’t mind having the double shack… Aa for the person who ordered the “no bun” burger. I saw the lady left with her correct item after I caught their first mistake. But I apologize for kept...

Only giving this the bare minimum rating due to the fact that the one supervisor stayed behind while the rest of the crew walked out and has been nowhere to see for the last 10 minutes 11/4 7:30pm. The supervisor who stayed has been very kind and accommodating while the other supervisor caused a huge upset within the staff causing them to walk out/disappear. There is always something wrong when that supervisor is on shift he’s super disrespectful and has a don’t care attitude about him. He’s never doing anything but running register for a short amount of time and on his phone standing around or his hands in his pocket. The new supervisor they got for the evening shift is kind and helps his staff. Hence the score not being zero. He stayed behind to help the customers and is working every station. Kudos to him he deserves a raise or promotion he’s doing a hell of a job it’s a shame he’s not recognized for his hard work. Shame on the other guy he shouldn’t be...

I had the pleasure of being assisted by Amber, and I can confidently say she is the kind of store manager every company needs. From the moment I walked in, she made me feel genuinely welcome, creating an atmosphere that turned a simple visit into an exceptional experience.

Amber’s professionalism, warmth, and attention to customer satisfaction are truly commendable. She goes above and beyond to ensure every guest feels valued, setting a high standard for hospitality and service. Her leadership is evident in the way the store operates—efficient, friendly, and always inviting.

Because of Amber’s outstanding service, Shake Shack has earned my loyalty. She embodies what great customer service should be, making every visit worthwhile. Employees like Amber not only enhance a brand’s reputation but also inspire repeat business. I highly recommend Shake Shack, thanks to her dedication and excellence.

Thanks Amber...