Ordering via kiosk is definitely off-putting. I don't go out to avoid people. Food is excellent but expensive. However. One gets what one pays for.
Atmosphere: 3
Food: 5
Service: 3
Derek Burke
SHAK is far better than MCD or BK or WEN in any category that I’ve experienced. However, given that we have Tom Wahl’s here, there’s really not a compelling case for SHAK over TW.
Also, the Dubai shake is good but not 10 dollars good, and the chocolate is way thinner on the wall of the cup than they would have you believe.
The service at the Hen SHAK is great, though. Super cool and helpful people there without the Chick-fil-A cult vibe.
Atmosphere: 5
Food: 3
Service: 5
Matt Johnson
Great food, order always right. As a celiac, the gluten free buns are great, the fries never make me break out or have a reaction. Nice employees.
Atmosphere: 5
Food: 5
Service: 5
J W
Despite the crowd, our food arrived impressively fast—just 10 minutes. That said, the place could seriously benefit from a deep clean.
Atmosphere: 2
Food: 5
Service: 4
Mary Jane Brooke
VERY excited to have Shake Shack in Rochester NY after visits to 3 in NYC, one on NYS Thruway, one in PA and one in Phoenix AZ. Imagine my disappointment when the order took longer than it should have (5 tables filled and short drive through line), and more importantly, part of our order was confused and I received a hamburger after 3 years as a vegetarian.) The fries were lukewarm at best. I took the order up front, explained the screw up multiple times, and that we wanted new fries. Burger and veggie burger came out quickly resulting in barely heated food. The veggie burger was more flavorful than the hamburger which had no taste. No new French fries which meant they were barely eaten (seasoned fries were really terrible due to poor covering of seasoning as well as being cold.) I was going to bring my two vegan children take out lunch, but that order didn’t happen after our miserable experience. No manager on premises or s/he should be fired today! No compensation offered despite awful situation. I have literally not ever had a worse dining experience. DON’T go to this restaurant!!!!
Atmosphere: 3
Food: 1
Service: 1
Wayne Lee
Great comfort food reasonably priced
Atmosphere: 4
Food: 4
Service: 4
Natasha Biondo
Friendly, helpful staff and one of the most delicious burgers I’ve ever had.
Atmosphere: 5
Food: 5
Service: 5
Bev Brisebois
Was here for a sports trip. Service was great. There was an older gentlemen working in the dining room and he came over to make sure our table was clean as we sat down. Very friendly!!
First visit to any shake shack was divided. Ordering itself was slow and getting the food even slower. It was very busy but it took nearly 40 minutes to get our burgers and shakes. The burgers were good but nothing exceptional for the price. The shakes while not big were very good...thick and made from premium tasting icecream! Went for 2nd time to get the special Dubai shake. After waiting in line at the drive thru we order and they say there are no more Dubai shakes, they can only serve a max of 50 a day and there's no vanilla only chocolate. We left! It was an evening visit but a shake place running out of shakes seems pretty peculiar! And the undisclosed policy of only serving 50 per day of a big advertised special shake doesn't seem like a good policy or customer friendly! From 1st visit I'd have returned for a shake even if it's rather expensive given the size...but if I wanted a specific shake I'd think at least twice about attempting that...maybe I'd stop if already nearby, but driving across town specifically to go there not likely !
Atmosphere: 3
Food: 3
Service: 2
Chloe
Frank, our cashier, greeted us warmly with jokes and a smile. When we got our food we saw the pride flag on the cup logo and felt safer and more welcome here than at other fast food places. Maybe we were just catching them on a good day, but we’ll definitely be back!
Atmosphere: 5
Food: 5
Service: 5
Olivia Foley
Food was awesome. Wish meals were an option - you have to buy burger fries and drink separately. Being a Canadian price was high. Service was great, food brought right out to our table on the patio. The gentleman who served us was friendly and helpful. Good first experience!
Atmosphere: 5
Food: 5
Service: 5
Rhonda Denning Beck
Very tasty burgers!
Atmosphere: 5
Food: 5
Service: 5
Lita Sone
The food was phenomenal at this location. I've been to other shake shack in California and they have not been nearly as good as the shakes and burgers here. We drove all the way from Syracuse and it was 1000% worth it. Frank also had the most lovely personality and attitude when serving us, he made my day and I would drive all the way to this location again just for him.
Good food.
Atmosphere: 3
Food: 4
Service: 5
Ordering via kiosk is definitely off-putting. I don't go out to avoid people. Food is excellent but expensive. However. One gets what one pays for.
Atmosphere: 3
Food: 5
Service: 3
SHAK is far better than MCD or BK or WEN in any category that I’ve experienced. However, given that we have Tom Wahl’s here, there’s really not a compelling case for SHAK over TW.
Also, the Dubai shake is good but not 10 dollars good, and the chocolate is way thinner on the wall of the cup than they would have you believe.
The service at the Hen SHAK is great, though. Super cool and helpful people there without the Chick-fil-A cult vibe.
Atmosphere: 5
Food: 3
Service: 5
Great food, order always right. As a celiac, the gluten free buns are great, the fries never make me break out or have a reaction. Nice employees.
Atmosphere: 5
Food: 5
Service: 5
Despite the crowd, our food arrived impressively fast—just 10 minutes. That said, the place could seriously benefit from a deep clean.
Atmosphere: 2
Food: 5
Service: 4
VERY excited to have Shake Shack in Rochester NY after visits to 3 in NYC, one on NYS Thruway, one in PA and one in Phoenix AZ. Imagine my disappointment when the order took longer than it should have (5 tables filled and short drive through line), and more importantly, part of our order was confused and I received a hamburger after 3 years as a vegetarian.) The fries were lukewarm at best. I took the order up front, explained the screw up multiple times, and that we wanted new fries. Burger and veggie burger came out quickly resulting in barely heated food. The veggie burger was more flavorful than the hamburger which had no taste. No new French fries which meant they were barely eaten (seasoned fries were really terrible due to poor covering of seasoning as well as being cold.) I was going to bring my two vegan children take out lunch, but that order didn’t happen after our miserable experience. No manager on premises or s/he should be fired today! No compensation offered despite awful situation. I have literally not ever had a worse dining experience. DON’T go to this restaurant!!!!
Atmosphere: 3
Food: 1
Service: 1
Great comfort food reasonably priced
Atmosphere: 4
Food: 4
Service: 4
Friendly, helpful staff and one of the most delicious burgers I’ve ever had.
Atmosphere: 5
Food: 5
Service: 5
Was here for a sports trip. Service was great. There was an older gentlemen working in the dining room and he came over to make sure our table was clean as we sat down. Very friendly!!
Atmosphere: 5
Food: 5
Service: 5
Best Burger I've had in years.
Atmosphere: 5
Food: 5
Service: 5
Restaurantji Recommends
First visit to any shake shack was divided. Ordering itself was slow and getting the food even slower. It was very busy but it took nearly 40 minutes to get our burgers and shakes. The burgers were good but nothing exceptional for the price. The shakes while not big were very good...thick and made from premium tasting icecream! Went for 2nd time to get the special Dubai shake. After waiting in line at the drive thru we order and they say there are no more Dubai shakes, they can only serve a max of 50 a day and there's no vanilla only chocolate. We left! It was an evening visit but a shake place running out of shakes seems pretty peculiar! And the undisclosed policy of only serving 50 per day of a big advertised special shake doesn't seem like a good policy or customer friendly! From 1st visit I'd have returned for a shake even if it's rather expensive given the size...but if I wanted a specific shake I'd think at least twice about attempting that...maybe I'd stop if already nearby, but driving across town specifically to go there not likely !
Atmosphere: 3
Food: 3
Service: 2
Frank, our cashier, greeted us warmly with jokes and a smile. When we got our food we saw the pride flag on the cup logo and felt safer and more welcome here than at other fast food places. Maybe we were just catching them on a good day, but we’ll definitely be back!
Atmosphere: 5
Food: 5
Service: 5
Food was awesome. Wish meals were an option - you have to buy burger fries and drink separately. Being a Canadian price was high. Service was great, food brought right out to our table on the patio. The gentleman who served us was friendly and helpful. Good first experience!
Atmosphere: 5
Food: 5
Service: 5
Very tasty burgers!
Atmosphere: 5
Food: 5
Service: 5
The food was phenomenal at this location. I've been to other shake shack in California and they have not been nearly as good as the shakes and burgers here. We drove all the way from Syracuse and it was 1000% worth it. Frank also had the most lovely personality and attitude when serving us, he made my day and I would drive all the way to this location again just for him.
Atmosphere: 5
Food: 5
Service: 5
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