Nikan A.
Yelp
TLDR; Food was cold, burger in lettuce wrap was oily, soggy, and over cooked. Shakes were watery. Received food 40 minutes after ordering and 10 minutes after the location closed. Awful, rude employees.
Unfortunately, Shake Shack in Cherry Creek is a great disappointment. While many people have been frustrated that a franchise chain entered Cherry Creek while small businesses have been suffering significantly, I wanted to give this location a shot.
This was my experience.
Ordered two shakes and a lettuce burger at 7:30, ready by 7:49. Get there at 7:45, was told to go inside to check at the pickup counter, and was told it was not ready. Waited outside in the cold till 8:00pm, which is when they closed. By then, numerous other people received their food despite ordering before us in-store at 7:45. At 8:01 PM, I got a text to go inside cause my food is ready. Go inside, food is not ready. Was told to wait outside as I could not wait inside the store. 8:06pm, get my food, and the burger is extremely cold. Crazy enough, it was on the pickup shelf at 8:00pm, but they would not give it to me.
I knew things were fishy when I originally walked in at 7:45 because I noticed only one lettuce wrap burger, which is what I ordered, sitting on their shelf. They would not give my burger until the shakes were ready, which, for some reason, took 36 minutes. I was not given straws, utensils, or condiments. I could not drink the shake until I got home, which, by then, it had melted. I poured it into the glass and it was pure liquid. Sugar water basically.
Since the burger was sitting out for over thirty minutes, my food was so so so cold, that it was inedible. I had to throw it away. I can best describe it as oily, dry, overcooked, full of cold, hard cheese, and soggy.
I have had shake shack from the RiNo location multiple times, and thought their wait times were bad, but this experience is far far worse, especially for a grand opening.
No apologies, no reason for the delay, just horrible customer service. They kept mistaking my name of Elliot too.
I, along with hundreds of people, hope that these franchises disappear as they do not care about the customer. I will continue to support the small businesses that desperately need customers instead of supporting a franchise with unhelpful employees. I was a huge Shake Shack fan, but they have let me down too many times.
This was the last straw.
Side Note: I, and over twelve other individuals, faced similar 30 minute delays from the promised order time, even though they originally said it would be ready "ASAP." I did not let other people's voiced frustrations outside affect my experience, which, unfortunately, was way worse. I am not the only one disappointed so far by them.
