Shake Shack Downtown Cleveland

I always order for pickup because I live nearby. Nobody is ever there to give oit your food, and usually 3 or 4 people will look directly at you and ignore you before someone finally asks why you are there.

Atmosphere: 3

Food: 4

Service: 2

Recommended dishes: Shackburger, Cheese Fries

Took awhile to get the food. Burgers were very mid and fries we’re disgusting and Brown

Atmosphere: 5

Food: 1

Service: 2

Love their burger. This vs 5 guys for the reigning champ.

As a person that delivers food, I’ve never known a restaurant to place orders outside of the store to get picked up. This is ridiculous and one of the worst acts of service I’ve ever seen in my 5 years of delivery service.

Service: 1

No one working the counter. Just an empty space with 1 of 3 kiosks working. Tried to order and got through my order 3 separate times just to have it tell me at the very end, one by one, that the items I was trying to order were not available. Out of fries entirely, out of chicken entirely. How do you let that happen aside from poor management of inventory. I will certainly never be coming back here.

Atmosphere: 3

Food: 1

Service: 1

I eat here a lot because I work downtown and I’ve noticed the food and the service slowly declining. I ordered some chicken bites and onion rings, both were burnt and just greasy….. looked like an old order refried. Very disappointing because I didn’t have time to go back

Atmosphere: 5

Food: 2

Service: 3

What has happened at this location recently?; the inconsistent food preparation, and the wait time (for Uber, etc deliveries) is out of control. Yesterday was the worst yet, I swear the burgers were microwaved (& our Doordash driver still had to wait); there was no evidence of a griddle (seasoning & char), and the meat was dry, but somehow wet inside, and grey - absolutely no char at all. Seriously inedible. We had actually switched to this location from the Beachwood location bc of sloppy preparation a couple yrs ago. After experiencing multiple issues over the last several months (we order at least once every week), we've finally emailed corporate.
I guess we'll try Beachwood again?

Food: 3

I was at Shake Shack on 9/27/25 but I forgot to write my review.

I had a very large group of people that were in from out of town (London) and they were very excited to try this iconic American Burger.

My large group of people were unable to eat until well after 10 PM - at first, I was very worried since this location is not accept online or mobile or ordering… but I was able to go to the location early and I talked to the manager Eric, who was able to get this done.

Eric was extremely professional and hospital! He’s the main reason this large order go through smoothly!

Atmosphere: 4

Food: 5

Service: 5

The prices were great, and the food was yummy!

Atmosphere: 5

Food: 5

Service: 5

No matter if I order online or walk in and order there’s always a minimum 30 minute wait. I can order a side of fries and it will take 30 mins. I ordered ahead showed up 10 mins after it said it was ready and my order still wasn’t ready.
The food is great I like it but I don’t understand why every occasion yield the same results. Something has to change it’s insane. I never leave reviews but damn I’m tired of having this same experience

Atmosphere: 3

Food: 4

Service: 1

Recommended dishes: Shackburger

Fix or turn on your AC it's 100° in here

Atmosphere: 1

Food and service were amazing! Kay was very sweet and helpful.

Atmosphere: 5

Food: 5

Service: 5

The Mushroom and Beef stack burger was delicious!! 🤤
The double chocolate pistachio milkshake was not. 😕It tasted more like peanut butter and chocolate-instead of pistachio and was heavy. The counter service was great however.

Atmosphere: 3

Food: 5

Service: 5

My buns were burnt and burger was dry, definitely the worst experience I’ve had at a shake shack location.

Atmosphere: 4

Food: 2

Service: 3

We had to pay 1.95 for a cup of ice. I have never posted a review!!!! But you tourist. Better watch out. I feel like they’re taking advantage of people. we had one foot-long hotdog, small order, tater tots and 2 cups of ice that cost $15.on your receipt you don’t get a print out of what everything cost . Please be aware if you look at their menu online is totally different prices online they have a hotdog that’s 3.99 when you get there, the hotdog is 5.99.

Atmosphere: 1

Food: 1

Service: 1