Shake Shack Walnut Creek — Restaurant in Walnut Creek

We have frequented Shake Shack WC many times since its opening, but unfortunately, our recent four visits have left us disappointed.

Food: Although my son enjoys their burgers and cheesy fries, we have encountered issues with excessive saltiness on certain days. Additionally, the careless placement of burgers and fries on the tray, where they come into contact with the sides of the aluminum tray, is concerning.

Customer service: The experience with customer service is subpar. All orders are handled through the kiosk, which is not a problem in itself, but it would be beneficial to have a monitor displaying order status. The personnel often seem clueless and offer very limited responses. Moreover, text messages notifying us that our order is ready failed to come through on multiple occasions.

Cleanliness: This aspect has become a significant drawback, deteriorating with each visit. During our usual 3 pm visits, the bathrooms are consistently dirty, lacking paper towels, with water around the sink and on the floor. The trash bins are overflowing, giving the impression that they haven't been attended to since opening in the morning. The 'wave to flush' system of the toilets might be confusing to many, as the toilets are often left dirty, and people may not realize there is a physical button on the side. I would suggest putting up a sign with instructions or something similar to address this issue. The overall cleanliness of the dining area is unsatisfactory, with dirty tables and overflowing trash/recycle/compost bins. Previously, sanitizing wipes were available in the upstairs area, but during today's visit, they had been removed, along with napkins and the ketchup station.

In light of these concerns, we have decided to opt for takeout due to the unclean conditions of the dining areas. However, upon further thought, we have reconsidered dining at ShakeShack altogether. If Shake Shack cannot maintain the cleanliness of its dining areas, it raises doubts about the hygiene standards in the food preparation process.

If this location straightens up, we will definitely return for our favorite staples: cheese fries, the Spicy Shackmeister burger, and the...

UPDATED REVIEW: After several more visits since my initial review, I’ve seen significant improvements. Service at the front counter has significantly improved, prompting me to raise my overall rating from 2 to 4 stars. Also, I’ve updated the atmosphere from 1 to 3 stars. Most notably, overall service quality has greatly improved, earning a solid 4 stars.

For fast-casual burgers, fries, and shakes, Shake Shack is a great option. I’ll continue to consider the Shack when craving a burger!

ORIGINAL REVIEW: Premium food prices should go hand in hand with great food and great service. The food is great, I have enjoyed my burgers and fries at Shake Shack.

The service is definitely not great. Whoever trains the staff needs to earn their paycheck. Perhaps even send new employees to In-N-Out just to see what amazing service looks like.

I have found staff at the counter to be dismissive. You are made to feel unwelcome or like a bother. One time, I patiently waited at the counter for minutes while two workers messed with a register, but unfortunately, there was no acknowledgment, eye contact, or assurance of being helped shortly.

My last order was takeout, and the person at the counter again was somewhat dismissive and they seemed like they didn’t want to be there.

Service is part of the atmosphere experience too. The counter is just as important as where I sit. I receive better service at Jack in the Box. Is this right?

What’s more, getting the wrong order once isn't usually a big deal, but when considering everything else, it becomes more significant.

I live walking distance from Shake Shack. I go on occasion but after a subpar experience on multiple occasions that don’t match the premium prices, it is a last option. I can also walk to Gott's Roadside for a burger or even Habit Burger for the sake of being a...

So my boys and I have eaten at Shake Shack multiple locations - few times in TX and TN. All 6x (3x each state) excellent food! Burgers, fries, shakes were outstanding! Recently found out location in Walnut Creek, CA. Went there after going to movies next door to location. *Boys impression was, "TN was way better! Fries weren't soggy, shakes are better at McDonald's and the burger was weird because way too much lettuce and isnt it supposed to be thicker?!." My burger is asked for extra Shake Sauce (thousand island). They didn't put any sauce on the burger and put on side. When I opened burger to put on, I wish I took a picture because the patty wasn't only thin, but brutalized! It was in like 3 or 4 segments and "pasted" together with the cheese. I agree with my boys, way too much lettuce and appearance seemed old. Fries, agree with kids that they were soggy. My Shake, i asked for a chocolate malt with extra malt. Tasted zero malt and Shake was blah. When I went to ask about the malt, the 2guys at the counter were more interested in flirting with girls working behind counter and trying to dance or whatever. When I finally got assistance, I was told since I already drank about an 1/8 (but they claimed 1/2 - thank you CA math departments!) they couldn't do anything about it. Next, when leaving, other son who was at home wanted to go order. Obviously fries soggy when got home, burger was like mine, thin and pasted together with cheese, no extra sauce - zero to be precise, and distasteful shake. Dunno if off night when no managers working or what. But next time getting a burger in WC, going to George's!! I've also heard that Gotts is good, but i prefer George's. Parking is fun to find, but unless things changed in last couple years, my #1 burger...