Shake Shack Green Hills

Ordered uber eats and workers gave the food to the wrong person. When I called due to it taking so long, they say the driver “stole the food” which was false. They made a mistake and didn’t want to pay for it. Asked if they could remake food and they declined. Won’t be ordering here again.

Atmosphere: 3

Food: 3

Service: 1

Treated with disdain and indifference by a team member who is paid to serve customers! Imagine being invited to an acquaintance’s home for Thanksgiving dinner. You ring the doorbell. The host opens the door, says nothing—no “Welcome” or “Happy Thanksgiving”—and simply points to the dining table before walking away. The food might be good, but the absence of warmth changes the entire experience.

That is what my visit to Shake Shack Green Hills felt like today.

Normally, orders at Shake Shack are placed through the self-service kiosks. However, to take part in the Veterans Day burger offer, you must go through a team member. When I first arrived, I asked one of the line cooks about the promotion, and another team member came out to assist me.

She never greeted me. She began typing on her screen, asked “Eat it here?” and “Anything else?,” which I answered. She then pointed to the payment terminal, handed me my number, and turned away. No hello. No thank you. And on a day meant to honor service members, not even a simple “Thank you for your service.”

As I was leaving, I asked for her name so that I could include it in my feedback. Her response was, “It’s OK.” I explained that I wanted to complete a survey and would like her name, and again she said, “It’s OK.” Since I was unable to obtain her name, I will note that she was a young African American woman with long blonde dreadlocks.

The interaction and her overall demeanor reflected disdain, or at best indifference, for me as a customer. It felt personal and dismissive, as though my presence was an inconvenience.

When I asked for the manager, Kevin—the shift manager and a former Marine—came over. He was courteous, professional, and immediately acknowledged the lack of courtesy shown. He apologized sincerely and represented the kind of service that builds a brand and restores confidence.

I share this not as a casual complaint but as feedback to help reinforce Shake Shack’s values of hospitality and respect. Courtesy costs nothing, yet it defines the guest experience. On Veterans Day especially, such an interaction leaves a lasting impression that should not represent the Shake Shack brand.

Atmosphere: 1

Food: 5

Service: 1

Clean location, not busy

Atmosphere: 5

Food: 5

Service: 5

Delicious food!!

Atmosphere: 5

Food: 5

Service: 5

I have had Shake Shack a total of twice and both times I will admit the food is good for the price and the area. The issue comes if you want to actually dine in. This is a weird thing to say but its definitely not a cash friendly place. I find that weird. The expectation is for you to come in and order your food at a kiosk and pay with card. When I approached the counter absolutely every human in uniform ignored me. I only figured out what I was suppose to do by asking some high school kids near by who were also customers. So my dining in experience was a define zero since I couldn't even order.

Atmosphere: 3

Food: 4

Service: 1

Great burger

Atmosphere: 5

Food: 5

Service: 5

Every time I order here either in person or takeout the food is extremely cold and the service is terrible

Atmosphere: 3

Food: 2

Service: 1

Mysterious brown thing in my fries. Also had to drive back bc the order was wrong. Bad experience overall.

These workers in the evening shift were horrible. Did not even acknowledge I was there on the counter waiting and just ignored me.

Fun foosball table. Chicken bites weren't that good.

Atmosphere: 3

Food: 4

Service: 3

Recommended dishes: Fries, Shake Shack, Bacon Cheese Fries, Chicken Bites

The only bad thing was the hi prices but other wise it was pretty good, the staff was nice and helpful in letting us know their opinion on a few few stuff.

Atmosphere: 5

Food: 5

Service: 5

Recommended dishes: Oreo, Chicken Bites

In my top 5 for French fries
Tried the Dubai Chocolate milk shake omg it's everything in heaven

Atmosphere: 4

Food: 4

Service: 4

Dayum Shake Shack. TURN ON THE A/C!

Atmosphere: 1

Food: 5

Service: 5

burger was good and made accommodations for gluten intolerance however there was plastic in the cheese fries. it was like the corner of a plastic bag was cutoff and fell into the cheese itself.

Food: 2

Pricey. Good food and a great place to hang out. Worth a try during a visit.

Atmosphere: 4

Food: 5

Service: 3