Shake Shack KOP - Food Court

Like fast food place but not fast. Took them 25 minutes to serve us a couple sandwiches. The BBQ sandwich was mediocre.

I ordered my meal at one of the kiosks without any issues, but I noticed the restaurant started getting busy, and a line quickly formed behind me. After placing my order, I stepped aside to wait for my food.

What disappointed me was what happened next. A customer who appeared to know the manager greeted him with a hug, and the manager then went behind the counter and took that customer's order directly, even though several other customers were already waiting to order. It appeared that this customer was allowed to bypass the line.

To make matters more frustrating, that customer's food was prepared and served before mine, even though I had already placed my order.

I also noticed that two of the self-order kiosks were out of service, leaving only two available for customers. Instead of helping reduce the growing line by assisting customers with their orders, the manager walked away after helping the person he knew.

I understand wanting to greet friends or regular customers, but customer service should be consistent and fair for everyone. The appearance of giving preferential treatment over assisting waiting customers left me disappointed with my experience.

I would give my experience no stars if the site allowed it. CHARLOTTE served us. The burger I purchased on June 26, 2026 around 6:30 pm had large chunks of burnt blobs that we unfortunately bit into and ingested on the onder side of the burger. We were hungry by the time we got this burger so we ate most of it and threw out the burnt pieces back into the box. Also, there were pieces of fatty meat within the burger that were very chewy and hard to fully chew that we had to throw out. I took these reminants to CHARLOTTE who claimed to be a General Manager. She was immediately defensive and waved her finger at me and asked me why I did not bring back the food before eating all of it and that she fully agrees the burnt chunks were cheese and that is not a big deal she could simply have replaced the burger. I explained we were hungry and we had already waiting for so long. She waived her fingers at me again and again and lectured me that she understands this is their mistake and will make good but continued to talk down about why we ate the burger. She literarly did this 3 times and when I stood up for myself she told me she will not compensate us in anyway. I am not looking for reimbursement. I am looking for employees like Charlotte to be removed from these jobs where hard working people can do it justice. The WORST customer service I have seen.

Atmosphere: 1

Food: 2

Service: 1

Visibly dirty kitchen

Atmosphere: 1

Food: 1

Service: 1

Lunch time and 2 of the 4 self service kiosks not working for ordering food, no one at the register to expedite ordering, huge line of people waiting. Guess you don’t need to make an effort to address any customer service issues when people will line up anyway.

My husband and I used to love comin down to this shake shack an hour away from us because it was the closest to us.. now we have one right by our house anyways. We were at the mall and decided to get shake shack waited 25 minutes for 6 piece nugget with 2 fries .. nuggets were cold. I bring it back up to try and get them exchanged the guy next to me grabs his order says it’s cold…… a cold burger by the way. Then proceeds to say my nuggets and fries are cold too. So now they’re just serving cold old food, this is disgusting I don’t know if they were in a rush but it was only 6pm and they close at 8 and they shut down there order windows .. rushing to leave giving people unedible food. DO BETTER WE WILL NOT BE COMING BACK!

Food: 1

Service: 1

Told I was not allowed to order because they close at 6pm when it was only 5:40pm.

Atmosphere: 1

Food: 1

Service: 1

Josh’s customer service was above and beyond.

Atmosphere: 5

Food: 5

Service: 5

Friendly and efficient staff. Unfortunately, we were sick within a couple hours of eating here. The common food item was the coffee shake, so maybe the milk was bad or left out too long?

Atmosphere: 3

Food: 1

Service: 5

Everything awful

Shroom burger is must try! It tastes delicious.

Grab a # and sit down? Cancelled my order, no one would help. Bs process

Atmosphere: 1

Food: 1

Service: 1

Stopped taking orders at 8:45pm 15 minutes before they close when they’re clearly open and cooking for other guests.

Atmosphere: 1

Food: 1

Service: 1

Just like any other shake shack, the food here is really good. The smash burgers are excellent. The prices are a bit on the high end for burgers but you get what you pay for. My only problem with this location is that there's often a long wait and no real organization to how to get in line. The staff doesn't seem to help either.

Atmosphere: 4

Food: 5

Service: 3

This is not my first time dining at this shake shack but this was the final straw. Ordered my food at the Kyosk(which was completely normal). Waited about 10 minutes before receiving a text to say my food was ready. Go over to the pick up and wait an ADDITIONAL 10 minutes which would have been okay if my food was hot. It was not! Very disappointing for almost $70.

Atmosphere: 1

Food: 2

Service: 1