Shake Shack KOP - Food Court — Restaurant in Upper Merion Township

I'm quite aware that this organization ( Danny Meyer and board of directors) had done something right for them to have created such a presence; so my rating is not to put a bullseye mark on the whole Shake Shack family, but rather to this specific location inside King of Prussia mall.

It took me two weeks to finally make it known, my family's experience at this location. On an expected busy Mall weekend traffic, one would think that management and team had prepared, and accounted for the expected weekend crowd by having enough products on hand to cover or at the very least meet the guest count forecast. On that day, March 14, 2021 at around 2:30 PM this Shake Shack location managed to do one thing...changed our desire to patronize SS ever again.... ....after about 3 hours of wandering around the mall our 2 children begged to go here and were looking forward to enjoy some Chicken bites, my wife and I did look forward to savoring the the shack stack and shack burger. We waited in line patiently when we got to the only (1) open register, we were greeted with an apparent frustrated demeanor and disinterest by the associate on the register with an irritated " Y'all know what you like?!" I verbalized the items for my children first( chix bites), but I was given an eyeroll, a scoff, and a matter of factly, " We ain't got no more Chicken bites ,so best if you want something else". I graciously apologize for " not being aware" that they were out of the items we wanted since there were no signs of the 86'd item. But we were ordered instead to step aside while we were discussing an alternative..so we opted to walk a few steps down to the next establishment instead, The Melt Shop, not only that they have the items my children wanted to enjoy , the crew were more upbeat, cordial , patient , and attentive. The prices of these two places were in par with each other but the melt shop, certainly for us, schooled Shake Shack on the simple basic premise of customer service.

It behooves the management team to be aware of this. As a consumer who feels strongly about supporting local businesses during these trying times, I wont be doing much support if I dont at least make them aware of the shortcoming that can hamper their...

For being in King of Prussia, the prices were immaculate. The burgers were all very good but the fries were cold. I would 100% go again but this location had the worst service. The woman who took my order (I don't want to put her name publicly) was barely speaking at all in a loud, crowded mall so I had to repeat everything several times so that my order was correct. She was also rolling her eyes when I asked for plain burgers. The card reader was not reading my card and the man yelled at me to "just insert your card" when it repeatedly told me to take it out. The staff who handed me my food were very polite. Maybe it's because I had my family of 7 so I did tip $9 but we were very nice and cooperative. I'm assuming it was a busy day but the front of house service was absolutely awful, rude, barely understandable and made things unnecessarily confusing. I also don't enjoy being yelled at by someone especially if they weren't the one taking my order. I would for sure come again but the outside Shake Shack instead to avoid the...

Absolutely horrible service and rude workers. After standing in line for 8 minutes with no worker coming up to help me, someone finally came up with a blank stare on her face. I proceed to ask for someone to take my order and she turns around and walks away, never saying a word or coming back. I wait 3 more minutes until another worker asks me if I need something. I ask for a manger because at that point i’m annoyed, I have somewhere to be. The 2nd girl asks what I need the manager for and i explained what happened. She walks away and comes back saying all the managers are too busy and then gives me attitude until I just end up leaving. She continues to ask me if i need to place an order after i told her plenty of times i finally just did it on the kiosk, which i didn’t want to do at first because of the long line and it would take longer finding what i want than just saying it out loud to a worker. Both og these girls were just standing around and eating when there was a line of 8 people waiting to be...