Shake Shack Short Pump

First time at a Shake Shack. Waited over 20 min for two burgers. Fries were room temp. $30 for two burgers and two sodas. Not good value or service for the money. There was one sweet lady with nice attitude.

Atmosphere: 3

Food: 3

Service: 1

I had to wait an hour for my food and had to go up to the counter to ask for it just to for them to realize they forgot about my order and had to wait another 10 minutes for it. Very annoying and the staff did not seem to care either. Food was okay but couldve been better

Atmosphere: 2

Food: 3

Service: 1

Went to this establishment today at around 11:00 to get a burger and onion rings for takeout. Less than 5 people in the entire place. I have eaten at other Shack Shacks so I am familiar with their product. When I got home, 30 minutes away, and bit into my burger I saw that the entire inside was raw uncooked meat. Health Hazard in the making.Will never go to this place again and warn others to check their burgers before leaving.

Atmosphere: 4

Food: 1

Service: 4

It seems every Shake Shack in Richmond struggles to meet the level of the national chain. I have had Door Dash orders from other location cancelled multiple times now. I placed an online order for the short pump location. Came in and was told they received order and mine was next. 20 minutes later and the employees are confused about why I’m waiting. They completely missed my order and were unapologetic. For the majority of the time there was no one in the kitchen working, they were in the back. The service at both locations is terrible. It’s a shame that they can’t meet the level of other Shake Shack locations.

Atmosphere: 1

Service: 1

Very unorganized place. We waited over 25 minutes for 3 burgers. Food was not even worth the wait.

Atmosphere: 3

Food: 2

Service: 1

Shake shack is one of my favorite burger restaurants. However, short pump newest location is the absolute worst. I placed an online order and waited inside the restaurant until it was ready. Didn’t have to wait too long but my food was cold when I received it. My mushroom burger was flat and cheese dry. Unfortunately, I will not come back to this location until some changes are made.

Atmosphere: 3

Food: 1

Service: 1

If I could give negative stars I would because this place is disgustingly insane. Walking in the air is stale and humid, there’s a film on almost every surface of the building, from the handle of the front door all the way to the trays they hand you with your food on it. The manager i’m assuming took my order, shorter white woman either Danielle or Gabrielle, it was hard to decipher over her yelling at the employees who all looked to be children aside from a few adults peppered in. There was an older man with face tattoos just standing in the back on his phone while the line backed into the front door & workers struggled to catch up. The lobby is non existent, you have about 4-5 steps before you’re at the kiosk to order, in front of that is the register, then to the right is the dining area but the actual waiting area probably only comfortably holds 10 people max and there was at least 40 people on the dining area & lobby. People had to move into the dining area standing over people who sat down to eat in order to make space for others. Also BEWARE!!!!!! the floors are extremely slippery i’m slipped & thankfully caught myself onto one of the booths but to think of what could’ve happened is nauseating that’s a lawsuit waiting to happen. I was going on a road trip with my grand kids & stopped in to grab some food before we left thinking this was fast food. Absolutely not do not go here u less you have an hour, some gloves, & work boots. She sarcastically asked if I was ready to order after I had been standing there for at least 45 minutes waiting on my order which SHE took. Once I got my food the patties were either hockey pucks or raw how they did that I have no idea. The fries were cold, & our shakes were melted it was just covered with new whip cream. The food was handed to me but she went to grab my shakes and as a manager wouldn’t you want to do quality control especially when i’ve been waiting for Forty-five 45 minutes!!!!! And the food isn’t at least fresh and hot?? Shakes are just milk at this point?? When I asked for a refund she said she could give me some coupons & disappeared into the back I gave her at least an extra 5 minutes & she never came back out but I could hear her yelling at someone in the back of the building. I don’t know what’s going on but from looking at the reviews this has been this way since they opened. Either fire the entire management team or shut this location down!!! DO!!! NOT!!! GO!!!! HERE!!!! SAVE YOUR MONEY!!!!!

Atmosphere: 1

Food: 1

Service: 1

Made an online order and had to wait over 20 minutes past the promised time. Lettuce wrap burger and fries were good and cooked as requested.

Atmosphere: 2

Food: 5

Service: 1

Waited over 30 minutes for one veggie burger and fries to go. Someone else ahead of us caused them out and stormed out. Everyone else we talked to had been waiting forever for their food.

I had to go up to the counter and ask about the order. It took the person another 5 minutes to locate it, and there was no apology, no “thanks for your patience,” etc. I won’t be going back.

Atmosphere: 3

Food: 3

Service: 1

Exactly what we expect from this fast food place. The fries are incredible, I finally understand why the crinkle cut is so well loved! The burgers are always perfect. And we didn't splurge on a shake, but we know those things are fire! We did a pick up order, always super easy to run in and pick up, restaurant is ALWAYS clean.

Atmosphere: 5

Food: 5

Service: 5

The people are just simply amazingly friendly. They’re kind and they do a really good job in getting your food to perfection.

Atmosphere: 4

Food: 5

Service: 5

Wouldn’t order a milkshake if you want it with your meal or anytime after….took over an hour and 20 minutes for 4

This was the slowest Shake Shack I’ve ever been to. Slow to authorize a beer at the kiosk, slow to deliver food. My sandwich was cold and clearly no one was going to care. They had more than a dozen people in the back looking outmatched.

Atmosphere: 2

Food: 1

Service: 1

It was long, for sure, 15 or 20 min for 2 burger and onion rings. But the food was good. From the review I've seen they may have improved.

Atmosphere: 4

Food: 5

Service: 4

Recommended dishes: Hamburger, Cheeseburger

Good fast food service. Food is made to order but still came out quickly. Burgers and shakes were really good. The fries were ok but really salty. Restaurant was clean and the service was good.

Atmosphere: 4

Food: 4

Service: 5

Recommended dishes: Fries, Cheeseburger