Shake Shack South Lake Union

I ordered takeout: three burgers, one shake, and fries with extra burger sauce on the side.
My order was simple, but they forgot my fries and side sauce.
I noticed the missing items when I got back to my office.
I had to go back to the restaurant to get my fries.
There were plenty of staff, but the service was slow.
They need to double-check orders before giving them to customers.
The burgers and strawberry shake were a perfect combination.
I hope they pay more attention to customers' needs and orders in the future.

Two days back I decided to try shake shack for the first time and if I could have rated my experience 0 I would have. Google should add this feature. From the moment I entered the restaurant, till I left it was an awful visit. When you enter the restaurant even before you start ordering your food a bad smell is all over the place.
After, you go and choose a table to sit on, they are dirty and sticky. We got the shake shack burger, the meat was so undercooked and chewy I didn’t even continue my burger.
As for the fries they were okay a bit oily.
The juice that I got was fully of ice and half filled. I would never recommend this place.
Don’t go to shake shack.

Owner response

What kind of hellish business is this. Ordered food on a tablet.
Burgers and fries are very expensive and mids quality. After ordering, it automatically inputs a tip.
So I pay the 10% tip ($7). Then I sit down to eat on a dirty table because none of them are cleaned. Then I wait on food. They call my name and I come pick up the food. I asked for spoons and forks for the family to share the fries. Guy gives me one fork.
I ask for more and he’s giving me attitude about asking for forks. Then we sit down to eat.
My child’s grilled cheese sandwich is burnt on one side.
How do you mess up a grilled cheese sandwich? Then when we finish eating, we try to go washroom to wash our hands but it’s locked via a code. So I have to go find a staff member to ask for the washroom code.
I try to ask a staff member and a patron in line yells at me for ‘budging’ or something. Man, we spent about $80 here and I get in a heated situation because I need the code for the washroom. Explain to me, what is the reason for the automatic tip? I got up to get my food, I wiped the table down myself, I needed to ask for utensils, I need to line up to get a code for the washroom.
Really, what was the reason for tipping? I don’t understand how the restaurant is filled with customers.
Someone needs to explain it because I don’t get it at all.
The burgers are pretty good though so I’ll give it that. Edit: Thanks for the reply.
But you are completely out of touch with the business.
Who is replying to me anyways? The POS system to put in the order does not print out receipts.
And it requires me to put in my email to get the receipt.
I’m not putting in my email to receive my receipts + spam emails. So in order for me to receive my food order, I had to have faith that the restaurant would actually give me my food.
And I had to hope that nobody had the same name as me because they call my name for the order.

Owner response