Shake Shack KOP - Outside of Mall — Restaurant in Upper Merion Township

Last night, on March 8th, at 10:15pm my family and I (4 of us) walked into Shake Shack in KOP. We experienced what we all agree to be the RUDEST employee we have ever encountered at any customer service/restaurant/fast food location. The rest of the staff wasn’t any better either, they were all either on some substance or couldn’t care less about customers. Each of us were done placing our order on the kiosk by 10:23 and sat down. At 10:31 I received a text saying my order was ready - I checked the pick-up counter and didn’t see it. So I waited another 10 minutes and then walked up to the girl who was handing out the orders and asked “excuse me, do you have an order for (name)?” This girls response was SO RUDE I was floored. She said “okay you’ll get a text when it’s ready”, I said I received a text 10 minutes ago saying it was ready and her response was “okay? I will call you when it’s ready.” She was standing there fiddling with the screen and clearing orders before people were even picking them up. 3 of us finally received our order at probably 10:50pm. At 11pm when the store was closing, she came to the floor and told everyone “we are closed please leave.” My party and I said “but the fourth member of our group still didn’t receive his order” and her response just kept getting worse. She proceeded to YELL at us saying “DONT WORRY ABOUT HIM! HE WILL GET HIS FOOD!!” Not worry?? He’s part of my party!! It is now 11pm so he finally asked for a refund which one of the men there refused to give until he made a scene. The staff then proceeded to fight amongst themselves and I saw the girl give the middle finger to her colleagues. Lastly, after waiting nearly 30 minutes still nothing was fresh - soggy fries, cold chicken bites, cold chicken sandwich. This was the most bizarre and horrible Shake Shack experience we have ever had and I am not sure who the manager was but corporate needs to have a conversation with these folks or hire a new staff. Absolutely disgusting behavior and we will never...

Good food! 👍🏼 Service could be more professional though. 👈🏼Not all employees but the ones who work hard make the lazy ones look good.

I had a pick up order and when I walked in no one greeted or ask if I need something. Instead I waited by the pickup area looking for my order on the rack. So i sat down on the bench and patiently waited for almost 10 minutes. One associate who served food greeted plenty of newcomers who came in after me. Which i thought was unprofessional. To see me waiting for service and not say anything. One associate, he was working really hard, practically handling everything by himself on one side. Eventually he noticed ive been there for awhile and he yelled around girl serving food to see whats the name of my order. So i told him and here below the countertop he pulls out my order. So i waited all that time for nothing when my order was ready the entire time.

the food here is good no complaints about that, with the exception on some days I'm sure there will be an associate not caring enough to do their job to the best. so hence lower quality.

if there is a crowd sitting down eating in, people on the kiosks ordering, people waiting for orders, looking busy. Not all but some employees could be more attentive to customers instead of crowding around watching videos on the phone, trying to look busy.

If people are ordering ahead of time to pick up, why are we waiting in the restuarant for 20-30 mins to pick up our food??

For the price we pay for food there, professionalism on the job could use some rework for better service experience...

Food tasted delicious and was definitely fresh, but regular shack burger was not filling. If you’d like to eat here, I strongly suggest carry-out only. At noon on a Sunday, there was no where to sit, so we ended up eating in our car in the parking lot. There is also no system to seat guests in the order they arrive.

My husband and I tried to sit at two different tables, but each time another customer informed us those tables were reserved for her party, and she organized this with the manager. In such a small restaurant, it’s absurd to reserve 20 seats in the middle of the lunch rush. There were also no employees helping (or impeding) this customer; if it was arranged with management, there should have been an employee helping to usher guests rather than letting one customer bully other patrons.

Before we left, my husband and I tried to sit at a third table after we were waiting for one for 15 minutes. And employee promptly came over and told us we couldn’t sit because he was waiting for a family to sit there. I informed him I’m recovering from a broken foot, but since my husband and I aren’t considered a family in his mind, we were leaving to eat in our car. This employee did not apologize, but very rudely snapped “well sit down then” at us. As we proceeded to try to get the the exit, the employee yelled at us across the dining area “get back here!”

The poorly managed crowd and disrespectful employees caused such a bad experience and will deter me from ever going back. I’d much rather support a business who cares about...