Shake Shack Vernon Hills — Restaurant in Vernon Hills

I ordered through the app. The app told me my order would be ready between 1:47 and 1:52 pm. and that I would receive a text on my phone to get in the drive through line when my order was ready. I arrived at the restaurant at 1:45 and waited in my car for the text message. The restaurant seemed to be moderately busy with people coming and going. I was scrolling on my phone and realized it was 2:06 and still no text message about my order. I waited until 2:10 and decided to walk inside to see if there was a problem with my order. I walked up to the counter (there were no customers at this time at the counter). I young man walked over and asked if he could help me. I explained to him I placed my order at 1:30 and it was to be ready in the drive through between 1:47 and 1:52, but I never received a text to let me know it was ready. He asked me my name, I told him and he looked for my order. My order was sitting on the carry out shelves. I asked him why I didn't get a text to pick it up through the drive through. He replied yes you can pick your order up in the drive through, I said i understand that but I never received a text letting me know it was ready. He said oh yeah, well its been ready for 10-15 minutes. Again, how would I have known that? I took my lunch and left, my fries were cold and my chicken was soggy as the once hot chicken steamed in the container while sitting on the shelf. No I'm sorry, no offer to remake the food so it would be hot, nothing. For this reason I do not think I'd ever go back to Shake Shack or recommend it to anyone. It's really sad that the people aren't better trained or that they don't care a little bit about the customers. There are so many places for people to spend their lunch dollars...

We decided to stop here on Saturday after a long morning in Chicago. It was our first time and after checking out all of the restaurants this one seemed like the best to get in and out, eat well and continue home. We walked in, no greeting or instruction on how to order, which ok we figured it out not a major deal breaker. We order our food and it is quite expensive for being a burger and shake place (for 5 people almost $100). My husband got the churro shake, nacho fries and a bourbon burger...no meal deals everything is separate. I got a 10 piece nugget, bacon cheese fries, and drink. My kids got 2 bourbon burgers, chicken sandwich, fries, 2 fruity drinks they'd settled for because they were out of the drink they wanted and another shake. We go to sit down and ALL of the tables not occupied were dirty. My husband asked if someone could come clean the tables and a young lady eventually came out to clear the cans but did not wipe tables or even come back out. He then got some sani wipes and cleaned our table himself. Now to the food. The 2 stars are for the taste of the bourbon burgers and a shake. Everyone said they were good and my daughter enjoyed her chicken sandwich. However my husband's churro shake had lots of chocolate and no churro...when he went up to ask if it was the right shake they said they were out of churros. My nuggets which remind me of a crunchier chik-fil-a nugget piece were nothing more than lots of breading pieces. The pieces of chicken I got the breading fell right off. My fries tasted like churros....as if the churros are fried in the same grease or maybe they fell in there hence no churro shake. Very disappointed especially for the amount of money spent. See pictures...

The food itself is probably decent. The service itself, that's another story.

This location does have the same problem as other places where to go orders are on a non-heated rack. When you go get your self-service pick up order- it's already cold before it even leaves the store. And so a 2 star deduction for that. Food warmers are essential for to go orders- Fast Food 101 really... I certainly can't justify the cost of better ingredients- that come to us cold on pick up orders.

Also a minor issue: They close at 9pm, I was not aware of this as a first timer. And that's pretty early to be closing on a Friday night. No wonder other places are busier after 9pm.

So I go to pick up my order just after 9pm, and the front door is locked, and customers are still in the place eating. So not sure how that isn't a fire hazard in itself, unless the door opens from the inside when locked from the outside. After waiting a few minutes while banging pretty hard on the door, someone finally came over and helped me get my order. At least I was able to get it, though I wasn't happy it was that difficult to get it.

I'll probably sample again sometime when there's a good offer. Again, the food is probably good- if money is no object. But I can't see paying for a to go order here, when it's cold before you...