Shake Shack Midlothian — Restaurant in Virginia

First time having Shake Shack in general, was excited to try it after friends hyping it up over the years. Though after today's ordeal, I will not be returning or recommending this place. I ordered online and recieved the text saying come in order is about ready at 5:28 pm, went inside and saw the order ordeal on yalls website said order ready please enjoy. Yet no order, so I waited to be nice since I've worked in the food service industry for many years. I understand being new you have to roll out the kinks before smooth sailing. Yet I stood there for 30 minutes, and so did a few others next to me who also showed their phones said orders were ready. When I finally got a hold of a manager, I told her the name that was on my order. I also gave her a alt name incase it used the card I paid withs name. Just to find out my order had been sitting at the drive thru window and was now cold th whole time. Not once did she apologize, or offer a refund. Terrible customer service and experience all together. As for atmosphere, this place has a weird vibe. First things first, the kitchen from what I could tell were on their "A" game, so hats off to them from a once fellow line cook, sous chef, and Back of the House manager. As for Front of the house, they seemed non existent, like customer service even before chatting with the manager just seemed absent. Felt like nobody was acknowledging customers besides the runners running food to tables. Too much chatting and standing around. I kept getting asked questions by other customers confused about how to order, or where their supposed to pick up. Place seems like it will be empty in a couple months once people realize it's not well ran...

Definitely won’t be going here again. I’m not sure if it’s this shake shack or all of them, but this was my first experience at shake shack. And for a fast food place, $50 dollars for a meal is crazy expensive. They also have a tip prompt come up for the team members. If I’m paying 50 dollars alone for the food at a fast food place, I’m not tipping. Seems like they should be able to pay your employees very well with these prices. The quality of the food wasn’t good either. I know it’s a shake place but they were not all that. $7 dollars for a shake and its about 12 oz, when you could go anywhere else get a better shake, and more of it for the same price… if not less. Same situation with the burgers and fries. They come separate, not even a combo. The burgers are not even good in my opinion. You could get a better burger at a McDonald’s or Wendy’s. Yet they charge you 10-13 dollars for a burger just by itself. Fries are also nothing special. It’s about a medium size fry at most places and it costs about 5-7 dollars and they are not good at all. They have a drive through at this location but for online pick up only. Kinda weird. I went through the pick up line since I placed it online. I was ignored. After entering, I then saw someone get their food through the drive thru window. So I guess unless they see you they won’t come to the window. All in all, I was very disappointed, especially since this was a new location, I thought it would’ve been good food. But it is my opinion on how the food tastes, so anyone is welcome to try it themselves. But I think the price is still far too high for what you are getting, even if it was your favorite...

This was my second time here . I didn't think I should leave a review after opening day . I downloaded the app before I went so I would not have to go inside . Only to find out the online ordering was not working . They do not have a drive through . What looks like a drive through says to pick up your online orders here . It was very busy and loud . I don't know how many times I had to repeat parts of my order . The ordering screens were busy . The girl was obviously new but there was someone helping her . I said I wanted light sauce . They said they could put it on the side . We went back and forth about that a little . I said I didn't care it was fine to put it on the side . I got a hamburger for myself and my husband . It seemed to take forever to get the food . I counted 16 people behind the counter and in the cooking area . Food finally came . They knew it was " to go " . It was in a bad that didn't close , similar to a shopping bag . And the burgers and fries were just as if they were being served to you At a table . Burgers were in a little half like piece of paper , not wrapped . Fries were in the little paper tray . They literally pick up the tray and put it in that bag . The same trays the fries served to eat there come in. So, there is no way the food will probably make it out of the parking lot warm let alone to your house . It was all cold . The milkshake was good . BUT there was NO sauce on the side or on the burgers ! None . Cold burgers with no Shack Sauce . Not only cold but dry . We did not...