Shake Shack West Hollywood - Santa Monica & La Cienega — Restaurant in West Hollywood

Three stars I think is more than fair. The food is decent. These aren’t burgers or fries to rave about but they’re ok in a pinch, and affordable (though more expensive than some alternatives). They’re habitually out of their flavored lemonades. Why? One time sure, but always? The counter service is generally a bit on the cold side, short, unfriendly questions and directions, but you don’t come here for Michelin Star service. The problem is in the ordering. We’ve been eating here maybe once a week for several months. It’s conveniently right down the street. Sometimes it’s 2 of us, sometimes 12. It’s a decent and affordable place to get lunch for a large meeting. A good 50% of the time the order is a little wrong. We generally shrug it off. The to-go system is awful. They say they’ll call your name when it’s ready but that rarely happens. You’ll usually get cold food because the front staff seems poorly trained and just doesn’t know how to deal with taking orders and servicing to-go customers. One time they asked for our name, checked all the orders and said the order didn’t exist. I had someone text a screenshot of the order and miraculously it was there the whole time - but now cold. I don’t blame the staff, I blame corporate management. Either figure out a better system that works for staff and customers or train your staff better. What’s really disappointing is the one time we decided to speak up. We called both the local number (got a machine that said they’d call back within 24 hours) and used the corporate help form, several days later, no word from either. A replacement meal would be amazing but honestly a simple phone call back from anyone would’ve kept us coming back but with so many other burger places within walking distance, why bother. It’s surprising really. I expected a company like this to at least want to make a bad experience a bit better. Iconic LA spot Tail of the Pup just opened next door. That’s...

This is by far the worst shake shack I have ever been to. I don't like any of them, but sometimes I am with someone who wants a burger from there, but this one no one wants. I have been there before, knew it was a mistake, but I did not think it would mostly go in the trash.

This is a place where you order at the counter. They have eat in, take away and delivery.

The inside is sort of cute. It is not kept clean at all. Every time I have been stuck here I have had to clean and bus my own table. There are a lot of employees so what they all are doing is beyond me.

The person that took my order was nice. I told him I wanted my burger rare. Some of them have done that, some not. So, I asked to make sure and he said it was not a problem. We also ordered drinks and fries.

My burger and not only well done, it was burnt. I had to get up and take it back. I handed it to the most obnoxious employee I have come across in some time. As I was telling her the problem, she was tossing it behind her back into the trash (basketball practice maybe). She then said we only make them well done. I told her she just tossed it and now I have to wait for another one, can you at least no burn it. She was so so rude. When it came back it was burnt to a crisp. In the trash it went.

My grandson was to have a burger without cheese, as they only have awful American cheese, it came with cheese. He walked his back and another punt into the trash by this horrible woman. It came back with a new bun, with cheese still on the burnt burger. Back again, and this time they remade it and it was so gross, I tossed that in the trash.

We ordered lemonade that tasted like water.

Their fries are frozen and taste just like something from the frozen section in the discount aisle of a market.

We got up and left.

Never again. Dirty, bad service...

After all the hub-bub we finally were able to try out Shake Shack. We went on a Sunday around 11.30 and there wasn't really a line to order. The ordering staff kind of set a bad tone but then other staff made up for it. I had a special burger called the Shake Meister that was a single patty with fried onions and BBQ sauce. My sig other had basically a double double. We got fries with and without cheese. I got a special weho sunday and my sig other got the strawberry shake. The burgers were excellent! They were a good size and I didn't feel ripped off only getting a single burger no cheese. I liked the fries, but I enjoy frozen crinkle fries. They also were a little well done which is also how I like my fries. I didn't enjoy the fries with cheese though. I didn't think there was enough added oomf from the cheese to negate the calories of adding the cheese. The sunday and shake were excellent. Shake Shack would be almost on par with In N Out for me if it were closer to my house. Added bonus: a guy came in with a husky puppy. Being a dog lover, and an owner of a husky, this was awesome for me. No one there bothered him having a dog INSIDE the restaurant though I'm sure it broke laws and could piss non-dog lovers off. It was rainy and cold so maybe they made an exception. For me - it put them over the top to get the extra star ;-) p.s. you see two sundays in my picture. Our food took too long and one started to melt so they gave me a 2nd. Not necessary...