Shake Shack Arsenal Yards — Restaurant in Watertown

Had a seriously appalling mobile pickup experience this Sunday evening.

I stood by well past the time window the app gave me, waiting for my order to be put on the online pickup shelf. I watched them bag and put out orders, and there was no system I could discern for which orders they put on the shelf and which they left on the counter. Some people went up with their phones to get their orders but I assumed they were delivery drivers and that that was what they were supposed to do. The app and shelf signage were very clear, so I waited for my order to be put out.

After a long while I finally went up and gave them my name, and they turned around and handed me one of the bags from the back counter. It had been sitting back there, sealed and waiting, while I patiently waited for the staff to do what they’re supposed to do. I ask the employee why it was sitting there, and they say, “I don’t know. Sometimes we get a lot of orders.” Seriously?

I quickly leave, hoping my food wasn’t back there so long that it was bad—but it was. After the five minute drive home the food was stone cold. The cheese on the fries solidified, and the shake melted. It was like straight up milk. And not only that—they also forgot burger toppings we ordered (and paid for), and added ones that we didn’t. The lettuce was one of the saddest little lettuces I’ve ever seen. And then the burgers didn’t even taste good…they were kind of off and bitter.

I’ve been to many Shake Shack locations across the country and never had an experience like this. I think I’ll be opting for another burger place...

I ordered the Korean BBQ burger and while it wasn't bad, I'm not sure what made it "Korean BBQ". The sauce on it wasn't Korean BBQ sauce, or it didnt taste like it anyway and it was supposed to come with crispy fried onions on top and they forgot the onions. It came with chopped scallions on it, which I guess was part of the "Korean" flavor? It was OK.

The kindle cut fries are OK, they're nothing special though.

The portions are a little small for the price you are paying. If the meal was 12-15 bucks I wouldn't have minded, but at 20+, it's a little skimpy.

While I was eating my food I couldn't help but notice several other people got the wrong orders. In fact, almost every person in the restaurant had to go up and get something corrected. Whether it was something small like how they forgot the fried onions on my burger, to out right bringing the wrong order to the wrong table.

Overall it wasn't a terrible experience, but for the cost of the meal I would have rather had 5 Guys, or even McDonald's. I would have gotten a lot more food at McDonald's for 20 bucks, and at 5 Guys for that matter. 5 Guys will run you $20 but you get a bag of fries and 2 patties on the burger, Smash Burger only puts a single patty on and you have to pay extra for a second and it's already...

EDITED in 2025: Well, it looks like my luck has run out and this shake shack has gone to hell. Years ago when I wrote the review below, they were great. Recently, I ordered 4 burgers and only received 3 in the bag when it was delivered. To the spam bot responding to all the reviews, I have already contacted you, and you placed the blame on the delivery service (who did not make me whole by the way). The bag was adhesive sealed by your restaurant, so blaming the delivery service for your restaurant's mistake is a stupid cop out. I don't care what your arrangement/contract with the delivery service is behind the scenes. I was wronged as a customer, your restaurant was the cause, and I was not made whole, so this 1 star review is fair.

knock on wood I’ve never had an incorrect order from here, and one time, I placed an order for delivery and the employees were nice enough to let the uber eats driver in to grab my meal after closing time after Uber Eats dropped the ball and didn’t find a driver until after the restaurant had closed. The food was still good! This place puts the Chestnut Hill Shake...